Home Warranty of America Reviews

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

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

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

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

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

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

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

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

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

Then called after three day weekend to say the units needed total replacement and I have to pay thousands of dollars out of pocket. Or they would give me 1000 buyout money. We have the platinum highest level package. They will not send you any estimate or any communication in writing. They will not allow you to speak to a supervisor and do not have any means of escalating issues, which I assume is because they have so many complaints. I will be filing complaint with the NCDOJ as well as the FTC.

We had one really bad experience with one of the people that came in when we first bought this house. Our air conditioning broke and the guy who put it in, put it in wrong and broke our heater. Home Warranty of America handled it so professionally and they first told me that I had to give the guy a chance to fix it. But when I called him, he was so unprofessional. He started yelling at me and was using cuss words. I called Home Warranty back and said that I will not give him a chance to fix it and that they were gonna take care of this and fix this problem because not only do I not have air, I don't have heat. My six-year-old has an auto-immune disorder and it was in the summertime when this is all going on. I really didn't care about the heat but I cared about my air. They had another person out within the next day and they said that they were gonna take care of all expenses and go after that person and they did.

When the new air conditioner guy came, he found out that the guy also cracked our humidifier and they fixed it all. He felt so bad for us, he got us a gift card himself out of his own money. Then, after the service request and anything we've done, they always call within a few days to ask if we are satisfied with what happened. I've never not had a callback from them.

My husband and I are very happy with Home Warranty of America. I've recommended it to many people and we always say great things about it. My girlfriend just bought a house and they purchased from them. Also, we had a friend in our hold house who had a different company and he's building a house in Fisher. His wife texted and I said Home Warranty of America because he had a terrible experience with the company they had. I also told the people across the street that just bought their house that they want someone to treat them the way they would treat someone else and they came to do that. They seem to do that. I'm glad they're honest with me and they weren't trying to beat around the bush. We are 100% are happy with them.

I received an email or phone call from the people who contacted me to get the renewal done, and they're very quick and efficient. It was a multi-point approach - A phone call, an email and a written letter. I didn't forget and I saw all three. If I can't find a category then I'll definitely call them. On the website, there's mostly everything that I’ve been interested in. So, I would just type to fill in the information. It helps when something breaks down and it could be costing me repair. They come out and fix it, and I think it's worth it.

However, our most recent series of calls has been nothing more than a gigantic pain. Initially our sump pumps failed and the basement flooded. After calling to report the issue on May 4 and leaving a voicemail we received no call back. I called back again and was told someone would call me back again... On Friday May 5 we were finally able to get someone who filed the claim and was "seeking out a vendor" whose information wasn't provided to us until Saturday May 6.

But then on Saturday HWA wouldn't authorize "overtime" or "weekend" pay for their vendor to come out so no one could come to service the pump until the next week. Leaving us with a flooded basement simply due to their lack of follow through, available "vendors" in our area and or general competence. Eventually the vendor was able to come out but only able to replace one of the two pumps because the back up pump isn't covered and so it can't be repaired by the vendor. Ultimately the vendor had to come back again because the replaced pump wasn't installed correctly and ran constantly without pumping the water out.

Immediately following this we had more water in the basement due to a plumbing issue which HWA again couldn't find a vendor for in our area. After assigning us a vendor from several counties away, I again started calling the vendor to make an appointment to find out they don't work with HWA any longer (a bit of a pattern we have detected) forcing me to call HWA yet again to find a new vendor. Ultimately the SAME PLUMBING company who came for the sump pump was sent back out but our claim was denied.

However, the most infuriating part of this whole ordeal is the gross level of incompetence and a lack of professionalism displaced by HWA. Again, they were unable to provide a vendor without repeated calls to HWA. The vendor called to get approval for the work and was left waiting here for 2.5 hours with no reply. After he told me he had to leave I called HWA to see why they never called back and the woman on the phone told me the work was approved and authorized and she would PUT ME ON HOLD TO CALL THE COMPANY. Which she did, tells me it's authorized and all I have to do is wait for the vendor to call and schedule an appointment.

I call the vendor and the scheduler is shocked because the woman called to tell her it was denied. Call the HWA back and basically the guy I get on the phone now says "oh yea tough luck your claim has been denied. And here are the specific areas of fine print you can read (that aren't even in your plumbing section) and really tough luck not our problem. Oh, but we can refund your $100 call out fee... But it will take 3 weeks." Which, thank you Tim for the refund. Too bad the rest of your colleagues are incapable at best and actively deceitful and unprofessional at worst (in my experience).

In short, appalling service. I have yet to receive my refund. But, I am waiting on it and expect to receive it in another two weeks. However, I can't recommend this company. The one capable person I spoke with is unable to mitigate the colossal waste of time and money this product is. Truly if you don't value prompt service, vendors in your area or within an hour's drive (we live in a city and have yet to have a vendor from even our county provided), response time, time to address the issue or general honesty and customer service... Well then this is the company for you.

I've tried submitting claims online but I kept getting an error message so I ended up calling them. The reps were good. One of the claims was because the air conditioning unit was leaking. However, the technician said it wasn't covered under the warranty. It was just maintenance that needed to be taken care of. I live out of state and a tenant's in the house so I didn't really know what was going on with that.

Then the other claim was for some mold in the bathtub. I called the mold people and they said the drain is stopped-up which needs to be unclogged. So, I called HWA to have the drain unclogged but their plumber came out and said that there's nothing stopped-up. So, the issue didn't really get fixed but I don't know what to do 'cause I got one company saying one thing and another company saying another. I had to pay for the first plumber but I don't want to be paying fees and getting the same results. But overall, my experience with HWA has been really good.

The experience signing up with them was great and pretty easy. The reps have always been informative and helpful. I recently submitted a claim for the two homes that I have - one for air conditioning one and the other one for plumbing. The hardest ones have always been usually dealing with air conditioning problems. The timing-wise on it and then the approval for whatever parts and services that normally takes a nice number of days that here in Houston could be detrimental because of the weather that we have in the summer months. And it has also caused issues for me due to not being able to go to work to allow for them to do the repair or wait for the repair or the approval process. But the other ones have always usually taken a day or two which is no big issue. So overall they are timely, dependable and hassle-free most of the time.

I then received a call from HWA discussing the out-pocket expenses for the Freon needed and items required to meet inspection. I agreed to proceed on Tuesday, May 9th, with the ordering of the new parts from the manufacturer. I was told from the HVAC company that it would be 5-7 business days to receive the parts. I called the HVAC company after three days and was told that the part had not arrived. By this time it was Friday. I then called Friday after hours to see if the part had arrived and if so I would pay the emergency repairs option to get it done that day because we had family coming into town.

I received a call back from the HVAC company Saturday and he said he didn't know of any parts that had arrived. We then discussed a 150.00 fee to open the shop to check and then additional fees for the call and install. We agreed we would wait until Monday to avoid the fees. I called the HVAC company and spoke with someone everyday until they could confirm my parts had arrived. I spoke with Ashley from the HVAC company each day.

I gave them until the 22nd because I was at their mercy. I spoke with Ashley everyday and then spoke with Nathan from the HVAC company, both were very friendly and helpful. Nathan informed me that after he called the manufacturer, the manufacturer said that they never received the order from the HVAC company and after much disagreement about the entire process, they placed the order again May 24th. I requested overnight shipping and that option was declined by the HVAC company because of the 800-1200 cost to overnight it.

As of today, May 28th we still have not received a confirmation that the parts have shipped and the HVAC company has been unable to confirm when and if it will arrive. My children and grandparents, which are in town, have no AC upstairs. Yesterday was 97 degrees outside and was 88 degrees upstairs. At this point it is a safety concern and I am in agreement that I should not have to pay a dime for these repairs. To be in this position and to force our family to endure these conditions is outrageous.

For claims, I call it in and their people are very courteous. They've checked our air conditioning unit and our furnace. Our experience with HWA has been very good and I have no problem with their work. Everybody we’ve dealt with has been knowledgeable and we only had one situation where a fella had to come back. There was some leak of water in the furnace and the first guy that came out didn’t seem to be as knowledgeable. It was still leaking and so they sent another guy out and he knew exactly what it was.

We’ve used them on my stove as well. They did that a year and a half ago around Thanksgiving and I'm satisfied with the service. Recently, we called them for the sump pump too. But when the technicians got here, they checked the whole thing and they couldn't find anything wrong with it. It was working again and that’s all they could tell us. We don't know why it shut off but it gave us a flood. So it cost us $60 for having them come in and tell me it's working. Also, the original sump pump four years ago was used by the Home Warranty because when we came here there was water in the basement.

The only thing I would want to know is why they don't cover the refrigerator. Our refrigerator went out and they said it's not covered. The stove is but not the refrigerator. Anyway, it's well worth spending the $450 per year because when we bought the house we don’t know how old any of the things are in it, the furnace or the air conditioning, and we know that the repair service is going to cost us quite a bit to repair anything like the big ticket items. Having HWA is a good thing.

The first day we were in the house, my husband wanted to take a shower. The water heater didn’t work. It took Home Warranty a week before they could get a plumber out to fix it, so my husband had to take cold showers for a week so he could go to work. Then Home Warranty went to take the water heater out and they couldn’t get the main valve turned off with the water department out at the road. And it’s just been one after another claim. I’ve had to call them pretty much all year. Every time we would turn something on, it would be something else like the AC unit and furnace. But the warranty people had been really good and very helpful. They sent somebody out and they had done great. We’ve got pretty much everything under control at this point, but we extended the warranty because Home Warranty had been so helpful.

The only thing that I had a difficulty with was one of the plumbing group that they had sent out. There were two plumbers who came in. The older one was standing there looking at me up-and-down for I was trying to do work while he had the younger guy, who was an apprentice, do the work. When everything was done, we had to have the city people come out because we've had issues with turning off of the main water valve to get everything turned over. They came out and they found out that the plumber didn’t replace the fittings which they said they did and just sanded them down.

I told the warranty people that I didn’t want this company back in my house. If they’re going to try to do us dirty, that’s not the way to be. And so, Home Warranty sent somebody else out and the other company had done a wonderful job. But other than that, we’ve had great contractors come out through Home Warranty and we’ve had wonderful service with them. It’s been great.

I had to call him back on 5/23/17 and ask were they still interested in doing the job. I was promised to have a electrician come out to my home on 5/26/17 at 9am. I asked, "Did I need to call the day of to confirm?" I was told, "No." Well, lo and behold I get a call at 7am saying the tech child woke up with chicken pox and had to come at 10:30. My oldest daughter was home (18yrs) and when the tech/electrician arrived she said he stayed in my home every bit of 3 secs and said, "OK bye." I arrived home from work on 5/26/17 and none of my wall outlet are working. I am so disgusted to say the least. I should have went with the other company for a home warranty if I knew I would get scum bags off the street to come into my home and DO NOTHING.

On my two rental properties, I never got a notice that they were expiring. Needless to say, I wasn't covered for a month. Fortunately, I found out and I was able to pay it and nothing went wrong with the properties, which was good, but it was frustrating. The first year we had it, we got notified and everything was fine. The next year, it went to the property manager, and I was never notified. He assumed that since I've gotten it the prior year, then I got it this year but I didn't. I renewed, but until the 26th of this month, I'm hoping that nothing happens.

I didn't do my house until last year, so this is the second year I've had it on my personal house. We had some air-conditioning service done. Air Texas came out on time and did everything really well. The HWA rep has been telling me that my sewer line was gonna break any day now. It's only to tell me he's selling a larger policy, which is typical sales stuff and it's fine. I already knew what I was doing since I had it on the two rentals, so there were no surprises anymore.

I called Home Warranty and they said they would get me connected to a company that would be able to come out to see our AC which was not working. They had someone called me that afternoon which was fantastic. I thought it was a speedy service when someone came out late afternoon. But they said they had to order a part and it would only take a few days before they would get back to me. That was Monday and by Friday, I hadn’t heard back from them. I called them at 4:00 and nobody answered. When I called Home Warranty, I said "Hey, this is what's going on. Have you had this experience with them? You know this vendor?" And they said, "Well, we'll try calling them."

Home Warranty called them and then the company and the vendor called me and said, "Oh, sorry about that. We will come out on Monday between 4:00 and 6:00 and be able to fix it." Monday came, 4:00, 5:00, 6:00, nobody's there. I tried calling them but nobody answered. I called Home Warranty again and they said, "We're not sure why this is happening. We're going to set you up with a different vendor. But you won't be able to contact them until tomorrow because they're closed." I told them that’s fine.

I contacted the different vendor and left them a message first thing in the morning. I didn’t hear from them. I called them again but didn’t hear from them again. I then called Home Warranty. They said, "We're not sure why you haven't heard from them. We'll reach out." Then the vendor called me and said, "Well, I don't know why they sent you to us because we only service Pennsylvania and you're in Maryland. So, we can't even service your claim."

A whole day was wasted. I told Home Warranty, "How do you guys not know this? How do you guys keep these vendors? They're not reputable like the ones that you use often." And then I said, "I already paid a $75 service fee for the other ones." They said, "Well, we'll waive your second service fee." I said, "Well, of course, because I didn't want to switch vendors. I was waiting with my first one but they never came out. So, you should waive my first one. This is absurd that you're like acting like that's a benefit to me and that's customer service."

I get it that people can’t come out right away, but I was getting very frustrated because I have two young kids and it was starting to get really hot and we didn’t have an AC. Also, when I asked Home Warranty about the part that the first vendor needed, they said, “Oh. Actually, we never received any information from that vendor. So, we don't even know what the problem was." So, I said, "Well, if that's the case then I want my $75 back because you don't even receive anything from them. So, why would I pay for a service that you didn't even get any information about?"

Home Warranty decided that they were going to set me up with another vendor that could come out on Friday. Then I was finally able to get a hold of the first vendor when they called me back because I've left them four messages. And they said, "Oh. Well, we have no record of talking to you about Monday between 4:00 and 6:00. We don't know what you're talking about." I said, "Okay. Well, I don't know. I'm not going to argue with you, contact the warranty company if you feel there's something going on. But as far as working with us, we're not working with you anymore. So, could you tell me what part we needed?" They explained it to me.

I told the new vendor about the part and they carry it with them. They said, “We're not sure why they wouldn't have had that." They were able to fix the AC right away on Friday when they came out. It was very quick and easy. And I was very appreciative and paid good. They did refund me the $75 after I like made a big stink. I told Home Warranty of America that I did not want to renew our claims. We were was supposed to be updated yearly. I told them to take our credit card off the account and we're going to find another company. I forgot about it and they took the money of out of my husband’s account.

First, I got the gas company to come out. They shut the gas off because it was leaking. It had the blower on it but all the fans were missing. He had taken it off and put it back together and didn't notice it so the next guy fixed it. I turned in a claim for two right after we got the house. The tech fixed the first one and never turned in the paperwork on the other one. He kept demanding his money for the first one. But he said that homeowners warranty said that I had to pay for the first one before anything got done on the second one.

Home Warranty's pricing is good and I'm able to report a claim quickly. I’ve also had a very good technician come out and he was above and beyond the call of duty. So Home Warranty has a couple of contractors who have been very good. But for the most part, the ones I've had have not been very good. They're not honest. In fact, one of them was going to charge me $300 to put a piece of plywood in the attic. I reported it to home owners and I put the plywood up there myself.

They’ve also got a few people there that work with us and some of them lied to me when I had no heat downstairs. I’m a senior and I have my infant granddaughter at the house at that time. They told me I had another air conditioner but they never fixed it. One of them lied and said it was there. I went through 30 people and I kept getting the runaround. But there were four people in the 20 who I talked to that honestly looked into things. And then one of them discovered that they cancelled the order for the part. That was after it was already three weeks late.

My impression of everything is nobody oversees the claims. With nobody directly responsible for it, they’ve got a lot of slackers there who do nothing. I'm appalled at the way they do business and somebody needs to take charge of each and every case. The only time there's a follow-up, they can’t find the notes where somebody had come out and inspected. They told me I needed to find the order number. Fortunately, I keep things like that and I gave it to him. But if there was accountability, that would go a long way. Also, before an issue’s resolved, they shouldn’t start trying to sell me other products. It’s annoying. And my biggest problem is the people that Home Warranty assigns to the case. They’ve got a bunch of dumb butts assigned and they don’t follow up. They need to listen to what the customers say about the experiences with the people.

5/5 Second Claim made, has refrigerator main cabin is now freezing food intermittently. Tech witnessed frozen food during the ice maker install. HWA opened the second claim and authorized service call at time of ice maker install. 5/5 Tech DX as dampener default and would order. 5/8 Ice maker still not working, contacted Tech to inform that ice maker still not working, Appt. scheduled for 5/9 8-1 window. Reminded tech of open part ordering for freezing food problem. 5/9 Tech no show for appt. Waited for 5 hour window. Called Tech, and reported scheduling error, and that they scheduled for 5/9 but placed in 5/10 work order box. Apologized and rescheduled for following day at 8:00 am.

5/10 8:00 no show of tech. When I contacted tech, was told he would order parts for the ice maker and dampener. 5/15 Left message with tech to request update. 5/17 Left another message with tech, no return. 5/18 Called Customer service at HWA, and was told they would review and get back to me. 5/19 No reply from HWA, called again and was under review and would get back to me. 5/19 Submitted email to document my grievance. 5/20 Received voicemail from HWA that it was under review. 5/21 Called HWA to file another complaint, and was told someone would call me back.

5/23 Called HWA again, expressed frustration and was told they were waiting on diagnostic and would review. They claim tech was in the hospital and that is why there is a delay. Told that Paul ** would follow up by end of day from the diagnostics and authorizations department. That did not happen. It has been 45 days, I have no indication that the HWA is willing to correct the situation nor provide adequate warranty service according to contract. I have a non-operational ice-maker and an intermittent use refrigerator that is intermittently freezing food at a significant safety cost issue.

And then this last one, the lady we spoke to said we should call and find out how many are included in our deductible. And so Robert called and the gentleman was really rude. He didnt speak English and he kept asking crazy questions. Robert was just trying to ask how many are included in this deductible. And he didnt understand. He asked to speak to a supervisor and then he put him on hold again and he finally came back on and said that there were two. Robert was trying to add either the stove or the microwave. But he had to ask again and he finally said, "Okay. What is it you're trying to add?"

We put in that call last week and they called yesterday, saying that they needed a copy of the house report and I tried asking her in regards to it and she said she can't tell me anything because I'm not Robert. But I said I was supposed to be authorized on there and she wouldnt look nothing, got upset and was really rude. And she said that they aren't processing the payment until they get that paperwork even though the gentleman who came and checked things had already ordered everything. But it's been hit and miss. It hasnt been entirely bad and most of the people who come here are really nice.

HEALTH RISK!!! They constantly take your money without results. I have talk with my attorney and real estate agent to let them know how this company has treated me as a customer. They are deciding not to refer this company to any other clients. I have been waiting on a furnace for over a month now. I have elderly parents in the house THAT ARE SUFFERING FROM THE COLD SINCE I AM WITHOUT A FURNACE. As of May 23, 2017 I DONT HAVE A FURNACE. BEWARE.

Each step of the process tends to take 1-2 weeks: contacting the contractor, scheduling the first visit, getting authorization for a repair or replace, getting the actual part or appliance, then coming back to get the thing in working order. If you don't mind waiting 4-8 weeks for your appliance to be back in working order, this is a great deal. I have had to buy a temporary mini fridge (five kids and 5 weeks without a fridge in warm weather... 2 on special diets... it was NOT fun), use a community/Laundromat washer for almost 2 months, and a lot of other long term adjustments as we waited for repairs. The replacements and repairs have all been excellent, though, when they were finally done, and for the most part we've dealt with very nice (if not necessarily speedy) customer service reps in all cases. Just be prepared to go with a Plan B for whatever is broken, for a while, if you go with HWA.

The next time, I have three air conditioners in my home and I had to get another air conditioner fixed. That one the compressor had gone out and so the guy had to replace the entire air conditioner. They came in and we had to pay $400 or $500 out of pocket and then they paid the remaining amount. Then, the self-cleaner on my stove went out and they said they'll go ahead and replace it. The replacement check they gave me was for $941, but my stove is a $5,000 unit. It's a double unit and the oven I have now which probably came with the house had to be replaced. In this day and age, I know the stove maybe an older stove. It could have happened in 1980 and I understand they may not replace it fully, but a $900 for a $2500 or $3000 oven?

I haven’t gone anywhere else because I've heard horror stories with other home warranty agencies and that they have decided not to pay for certain things. What I'm paying is like an insurance. Why am I paying every month or the times I do pay but then I can't get anything? When something breaks and they're supposed to be here to help replace it, the replacement cost is $200 and that won't replace anything.

But Home Warranty of America has been okay. I've only had three bad ones. I had one guy who came to my house and wanted to destroy my bathroom and a closet to get to a pipe. I told them they're not doing that because they can't tell me how they're going to fix it and they told me they're not gonna fix it. They're gonna fix the issue I was having but they had to tear up the wall and the bathroom so they needed us to leave my house.

They got another technician, Luli, who went inside my attic which is on the same floor as my second floor. He walked inside of the attic and said he'll fix the pipe and the problem will be fixed. He did not have to tear up my house to do that so, he was great. That first group was terrible because they were trying to get more money. It like was like they want to come into my house and tear it apart and get more money. The other people who came and tried to look at my heater and the one more guy who came out were terrible.

Other than that, it's been okay. My dishwasher broke and the first technician came out. I thought he had fixed it but he didn’t. The second technician came out and said he couldn’t fix it. Then they gave me $400 to replace my dishwasher. I could have bought a $200 dishwasher but it’s gonna be a piece of crap. I bought another for 600 and something dollars because it was gonna be a better dishwasher than what I had. But I'm gonna still put money with it and it entails the $125 to get it installed plus the other pieces that went with it because they don't use the old piping.

But the wait time to even hear back when submitting a claim when you do it online or leave a message has elongated over the years. Then several times now, I've been told it'll be like two weeks, three weeks and that just doesn't seem right to me. That's my only annoyance with the company although once they are here, they've been decent. Repair work is usually good but I've had a couple of things where it seems to keep occurring. But it could be just the appliance itself. If it doesn't go well, they're apologetic and polite but not always able to do anything.

She got another contractor to come to my home and they did shoddy work and damaged my unit so bad that it needed to be replaced. I was assured that HWA would pay the claim. I got a quote from my local guy for a replacement unit and ordered the unit. HWA paid for half of the unit. I complained and was told that I would be receiving an additional check as well as the repair company for a total of $800 more. I received a $400 check 2 months later and my repairman still has not received his $400 check. I am going to go ahead and pay him off even though he has been great and not demanded his payment.

It is now May 2017 and this simple issue has still not been resolved. The agent has told me 4 times that the final payment is in the mail and yet nothing ever arrives. A totally bad company to work with. Then they had the nerve to ask me to renew my warranty with them. Why would I renew with a company that doesn't pay their claims? To make matters even worse I never received reimbursement for the first repair and I had to pay the second repair company that HWA sent out of pocket. I was able to complain to the owner and resolve that issue.

The contractors have all been also easy to work with and straightforward. The quality of their work has been extremely good. I only had one particular problem with the house that I have been dealing with over and over again. I was having some plumbing issues and every six months or so, our washer line blows over and the contractors have to come in and get the line because of the dishwasher lining. Some of the contractors didn't want to do that. But after the fourth time, they had to do it and the contractor who worked on it was easy-going. The only problem was, every time I called in, I got a different contractor so I would have to explain the situation to the new contractor all over again. Other than that, I haven't had any major complaints and I could not own my house without my home warranty.

What the people sent by HWA put in is a slightly inferior product to what my friend would have put in and altogether, they got almost $1200 out of the deal. The quality was fine but the one that my friend would have put in would have been one step above where it kind of learns your habits so if it knows like every Saturday you do 12 loads of laundry it's gonna make sure it's got softened water for you every Saturday with superior consumption. This one just runs. When it gets to a certain point it runs at night and that’s fine. At least it's an efficient one in terms of water and salt usage, but I could have gotten more for less money through the other guy. I was forced to go with the company but you can do better if you shop around and might save a little bit of cash. Overall, I've been cautiously optimistic with my experience.

We submitted a claim regarding one of the main water lines about two weeks ago, and I was a little bit concerned that they wouldn't be able to find a vendor for me quick enough. Also, when I called to make a claim, I got a hold of a different operator, so I'm in a tell-the-whole-story situation. If the operator had their own line, I could contact them so they would already be familiar with the case.

I called them back to ask if I could use a different vendor because it took them a little bit longer to find a vendor, and they said that I could but they couldn't guarantee certain costs. That's just because I'd be using a vendor that wasn't on their pre-approved list or I would have to wait for authorization to use a different vendor. I have spoken to a couple of different representatives in the time frame and they found a vendor that was local, and I only had to pay a $100 for the service. They were only here for an hour and everything was fine. But other than that, we've been happy with what services we have had to use with them.

But with any service provider, you're always gonna have one or two cases where the service is not really satisfactory. A few months ago, the guy who did the job, probably did it correctly, but the problem came back within the next few months. The warranty claims they're usually covered for 90 days. So, if the problem comes back after 91 days, you have to start a new claim. But all in all, they are an excellent company with an excellent service. I'm a real estate agent and I would rank them number one of all the companies. So, I refer people to Home Warranty of America.

We had to wait for six weeks because they had to order a new squirrel cage for the fan, which was a special part and when it came, it was so dented up that they couldn’t put it in so the six weeks was even useless. Also, the first guy that came out was lousy and we called HWA and said, "Hey, he's not fixing this right, you have to send another company." The second company was incredible and the guy they sent was great. So some of their vendors are great and some of them aren't.

We had an argument with the tech when he said it was not changed within six months. And Home Warranty would not cover the blower motor on it just because that technician said they didn’t change their filter within a month. It says on the filter that the pleated filters are not supposed to be changed until every three months. And the guy did it so he could charge more. So, he came in, ripped us off and he charged $500 to change a blower motor out. When I talked to my technician up here, he said the tech should only charge $300. So, he’s using that as an example to drop time and charge more money to the consumer that has home warranty if the company wouldn’t. And I was very upset with that.

We have an example of the dishwasher, too. We told HWA that the dishwasher wasn’t draining and they sent a dishwasher technician out who said, “Well, it’s the drain line that’s clogged.” And there’s no way that we could have known that. They then called the plumber out who said, “Well, I need another deductible ‘cause it’s a different claim.” So, we had to pay twice for the same claim but it was the same problem. And then, we disputed it with HWA and they said, “Well, you can’t dispute that because they’re two different things.” But the dishwasher still wouldn’t work. Other than those, my wife said the wait time for filing a claim, which we do over the phone since we don’t like doing it online, used to be horrible but it has gotten a lot better. We recommend Home Warrant and we’ve recommended them to everybody we manage properties for.

So far, so good. But from a personal standpoint, I wish HWA wasn’t as expensive as they are. Of course, there are cheap ones out there, but we’ve been with Home Warranty of America for years and we don’t like to change. If it’s not broken, why fix it? If there’s anything out there that they can do to look at our account and see if we could save some money, that would be fabulous because we’re paying $1,200 a year. We’re always looking to save money and it would be nice to see a discount for good customers who have been faithful and loyal for years. Also, their representatives are basic customer service people. If you ask them questions, they answer it. And if they don’t know, they give you another number to call. I used to manage a group of people like that, and if you don’t pay them that great, you get what you pay for. Other than that, I would recommend Home Warranty of America based on everything we’ve went through.

The only thing that I’ve been upset about is the fact that when I first started using Home Warranty of America four years ago, it was at a certain price. But now, it’s over $100 more. I asked a person at Home Warranty to explain to me why and she told me a bunch of stuff that didn’t make sense to me. I normally pay closer to $500. But when I renewed recently, it was over $600. I wasn’t too happy about that. I’m super dissatisfied because I had to pay a lot more for a renewal. Other than that, everything else was fine.

Home Warranty of America said I could do a buy-out but my unit is 15 years old so I know they're not gonna give me anything for the buy-out. So I just had to to bite the bullet and get it fixed and for that, I'm out of $3090. I got some more estimates and even with what they're paying, the cost is about the same thing as if I would have got it on my own. I'm really disappointed in that because even if they could not cover all of it, they could have offered something and they didn't. Also, they said that I'm covered for a lot because I bought a certain package, but what's covered is stuff I don't even have. It says, "Heating, cooling. Heating unit, cooling unit, garbage disposal, refrigerator, dishwasher, trash compactor" and I don't even have a trash compactor.

My son was upset with me and asked why I even have the insurance and pay $52 a month. I told him I got the insurance 'cause when things come up, I can't afford it. If it could have been fixed, it wouldn't have been for $75. Before this happened, I had recommended Home Warranty of America. I've even give them the telephone number to three other people. But when this happened, I went back and told the same people about my experiences.

Lo and behold HWA will not authorize the repair because it isn't specifically stated on the warranty. What a joke! Although the specific part is nowhere stated in the "Excluded" section I was continually told that it wouldn't be included. Why? Because they reserve the right to deny any claim they feel like! That's only the first part of the nightmare. I spent about 2 hours today talking with HWA's people and finally got in touch with a manager named "Alexis" I believe it was. Alexis was the most insincere, disheartening person I have even spoken with in customer service in my entire life. Alexis simply did not care about my situation and continually just told me too bad the repair isn't covered. Further Alexis said my fee simply would not be refunded because "too bad it's in your contract" (I'm paraphrasing that part).

Alexis even went so far as to blame me for using the online claim system instead of calling where "what was included surely would have been explained if you called. The online process is automatic. We have no control over that." When I inquired about additional people I could speak with, Alexis simply told me "no" and that there was absolutely no one else to speak with. Alexis was the end of the line. No accountability. No one to talk to about how terrible the online claim system is if it just default-ly approves everything. No one to speak with about Alexis' terrible customer service. Apparently Alexis doesn't have a boss that holds him accountable for his job performance? Please do not waste your time with this company. They do not care about you or your home. Their agents will continually lie to you and treat you like a lesser person for attempting to use the service as advertised.

Towards the end of March 2017 our Frigidaire washing machine and GE Profile microwave quit working and/or quit working properly. To that end, I called HWA on March 27, 2017, to file a claim for the two appliances, the microwave and washing machine. I was told that the washing machine was not a covered appliance. I re-read the contract later and verified that statement was true. However, HWA issued a claim number for the microwave and told me they had contacted a local appliance service in my town to have their technician look at it to determine what was wrong. Unfortunately, before the appliance service could inspect the microwave, later that same week our GE Profile refrigerator quit working, so on April 3, 2017, I contacted HWA again and filed a separate claim for that appliance. Both of these claims are discussed below.

Claim No. ** (GE Profile refrigerator). The touch pad on the front of the refrigerator quit working. The touch pad allows the user to raise or lower the temperature of the refrigerator and displays the refrigerator and freezer's internal temperature(s). It also turns the front light off or on and changes the manner in which ice is dispensed. The refrigerator and freezer work but there's no way to control the functions listed above or to determine the internal temperature of the refrigerator or freezer. The local appliance technician came to our house on March 31, 2017, and verified that the touchpad unit was defective for the refrigerator and would have to be replaced. He said he would contact HWA for their approval and, once received, would replace the defective unit.

After not hearing anything for 10 days, on April 10 we contacted HWA regarding the status of this claim. We were told by a customer service representative that the touch pad was not a covered item because it also controlled the ice dispenser. We were also told we owed $60.00 for the service visit by the local technician - dumbfounded we paid the fee even though we'd been told by the local appliance company they would bill us for the $60.00 fee when they repaired the unit.

We then explained to the customer service representative that HWA's denial was not correct because the front of our HWA policy stated that the kitchen refrigerator w/ ice maker was a covered appliance. We also explained that when we moved into the house in June 2016, we disconnected the water supply to this refrigerator and turned off its ice maker because we had our own source of filtered water and ice. HWA's representative said she would talk to her supervisor and call us back immediately. She never called back.

On April 11, 2017, we called HWA again and spoke to another HWA representative who told us again that the refrigerator's defective touch pad was not a covered item under our contract. At that point we asked to talk to her supervisor. After we discussed the issue with her supervisor, he told us that HWA would honor a portion of repairs on the refrigerator and send us a check for $109.00. We disagreed with that decision but told him that money would help us pay for repairs.

We also asked him why we had been asked to pay $60 the previous day to HWA for the service visit since the local appliance company had told us they would collect that fee when they came to fix our appliances. HWA's supervisor said requesting that money was a mistake and we shouldn't have been charged. He said he would have a refund issued immediately and we received it shortly thereafter. Saying that, we have not received the $109 check from HWA for the defective parts on the refrigerator. While we believe all the defective parts are covered items under our contract, at this point, even $109 would be welcome.

Claim No. ** (GE profile over the range microwave) the touch pad quit working which made the microwave non-functional. The appliance technician from said the touch pad and the magnetron were both defective and would have to be replaced. He said it would probably be cheaper to buy a new microwave than replace the defective parts. On April 10 we contacted HWA regarding the status of this claim. We were told by a customer service representative that "higher ups" were determining whether to repair or replace the microwave and we should hear something shortly. On April 11, 2017, while discussing Claim no. ** with an HWA supervisor, we were told that HWA would repair or replace the microwave and we should hear something shortly.

On April 17, we contacted HWA and talked to customer service representative Ms. Renee ** regarding the status of the microwave claim. She reiterated what we had been told previously and said she would henceforth be our "contact" with HWA regarding this claim. She provided us with her email address and said a decision on the microwave was forthcoming very soon. On April 19, 2017, my husband emailed Ms. ** regarding the status of the microwave claim (enclosure 2). To date, we've received no response from Ms. ** regarding our claim.

On April 26, 2017, we went to a local Best Buy store and purchased a new replacement over the range LG microwave for $404.72. That cost includes applicable taxes and installation. On April 27, 2017, we tried logging into HWA's site with our user name and password. Access was denied because "You do not have an active contract in our system." Finally, on the same day, I received an email from HWA with an invoice indicating I owed $60 for Claim No. ** (enclosure five).

This story closely resembles the novel about the gang that couldn't shoot straight. To wit (1) we have a valid HWA platinum service contract; (2) it covers any and all repairs to any and all named appliances in our house whether one or all become defective or quit working during the period of contract coverage; and (3) HWA has not been (to paraphrase your website) "...hardworking, trustworthy, positive, respectful, or helpful."

We have received nothing from HWA except empty promises, lies, and disrespect. We've expended a great deal of time trying to have the two defective, covered appliances repaired so our lives could resume some normalcy. Since HWA failed to honor their legal contract with us, we're paying to have local appliance companies repair the refrigerator next week. And, as stated above, we also purchased a microwave and are having it installed in the next few days.

We're not appealing HWA's unethical decision(s), lies, and non-helpful behavior through HWA's arbitration process. We are, however, forwarding this letter and filing a complaint with the Better Business Bureau and the Federal Trade Commission's Bureau of Consumer Protection. We're not paying the $60 invoice twice as HWA refunded us that fee once before and the local appliance company has billed us for the same $60 fee. Finally, we will inform the realtor who purchased this contract for us of HWA's failure to honor this contract for two separate appliances despite our best efforts to get them to do so.

I asked the technician if the part had arrived and when was he coming back to repair my machine, he then says "Home Warranty of America didn't call you? They were supposed to call you. They denied your repair because the total cost of the parts to repair your machine exceeded their $500 limit. We informed them we need to replace both boards as it's recommended to replace both at the same time. HWA also asked what caused the damage and I told them I'm not sure." I explained to the technician I never received a phone call from HWA and would call them immediately. I called HWA to figure out exactly what was going on. That's when I was informed that the repair was "covered" under my plan due to secondary wear & tear, which they stated the technician told them I had a power surge which is why the control board went bad and power surges are not covered.

I explained to them I had just got off the phone with the technician who just told me he didn't know why the control board wasn't working properly. And I further expressed my frustration when HWA informed me they spoke with the technician on March 30th when they made their decision and it was now April 26th and I have never received any type of correspondence from HWA in regards to my machine and/or coverage. While speaking with HWA Customer Service the first time (I called 5 times that morning) I requested to speak with a Supervisor to discuss my discrepancy and concerns with my coverage. I was told "all supervisors were in a monthly meeting." I called back subsequent times where I was told at least 3 times a supervisor would return my call. To this date I have yet to receive a phone call from a supervisor, but I am met with a Customer Service rep who "can attempt to fix my problem."

My machine could not have experienced a power surge because the machine still powers on and if I'm not mistaken when an electronic experiences a power surge the item no longer powers on. They have informed me I can receive a second opinion but they have yet to find a company who can do so. I am now going on 6 weeks without a machine or resolution. I would never recommend this company to anyone as they play too many runaround games.

We had an issue with our water heater, which was covered. I filed a claim and was told they secured a vendor who would be in touch with me. Three days later, I call the vendor only to have him tell me that he did not accept the work from HWA. He ended up coming out after I basically begged him but told me he refuses to work with HWA anymore because they always dispute his costs and it takes him forever to get paid, making it not worth his time.

Our fourth claim was because water was leaking in around our chimney, which qualified for coverage. We filed a claim and waited weeks for a reply. In the meantime, the leaking caused water damage to our wood ceiling. We ended up forfeiting our claim and spending hundreds of dollars with a contractor on our own so as not to cause further damage to our home by waiting.

Our last claim was for a broken washing machine. I filed a claim April 7th. I called twice over the next two weeks inquiring as to the status of our claim and was told they were 'working to secure a vendor'. I finally received a call back that they were not able to find a vendor and that I would have to find my own vendor, have them authorize the repair prior to fixing, pay upfront out of my pocket, and then be reimbursed within five weeks. This was less than satisfactory but this point I had no choice.

I got someone to come out within two days. He informed me there was a hole in the tub and he would need $220 worth of parts, $60 in shipping costs, and a couple hundred dollars in labor. The best part is that he was not able to complete the diagnostic because the machine was flooding my home as soon as he started it. He said there would likely be damage to other parts, but he couldn't tell for sure until he did that repair. Now I'm already $100 in for a service call so now we're talking about $580 to repair a 20 year old machine that cost about $650, 20 years ago. And that's just to get it working so that we can find out what else it needs. The gentleman was very upfront and told me it was really not worth the repair because I could get a comparable machine new for $700-800 dollars.

I call HWA and have the vendor explain the situation, fully expecting them to authorize the replacement of the machine. Nope! Not only did they still want to repair it, but they wanted me to cover the cost of ordering these parts and have them shipped to myself. I explained to the vendor that was not happening because I would not tie up hundreds of dollars in these parts when they were not even guaranteed to fix my machine. After about 30 minutes of back and forth HWA agreed to pay the vendor to order the parts. So at the moment, I am three weeks with no washing machine, waiting on parts for a 20 year old machine, with a MINIMUM repair cost of 83% the cost of a new machine. Completely asinine. If I had known that before I paid the $100 for the service call, I would have just gone to buy a new machine myself. I will not ever use this company again, nor recommend them.

Literally 20 minutes prior to the plumbing company's arrival at my house and the plumbing company was purchasing the water heater HWA called and said they would not cover it because it has sediment in the water heater. Anybody should know any water city or well you will have sediment in your heater from day one! Twenty minutes prior to the arrival of the company... More than a business day to change their mind... They waited 20 minutes to notify me. I spoke with HWA. They told me what I was responsible for. The plumbing company said they talked to HWA two times for the authorization and were told it was good for replacement. The water heater was 20+ years old... Of course it was going to need replacing. Of course there was sediment. Of course once again HWA finds a way to get out of covering the issue.

The technician would not disconnect the unit from the power supply so he had to balance the unit while still in the cabinet and try to install new parts on the bottom of the unit. Unsafe and why would you take that chance? HWA's response to my concern was he is insured and doesn't work directly for HWA so they are not responsible if he damages my property or creates a safety hazard. I have purchased several home warranties over the years and have never had an issue or been lied to like this company has. I have 40+ emails to support my statements and HWA records all calls but means nothing to the BBB or the state attorney general to really research the facts. BUYER BEWARE!!!

Called HWA who then told me they could not get ahold of the vendor but was still showing they would be out between 11:30-1:30 and that the gentleman I had spoken to at HWA would be giving me a call back as soon as he figured out the issue... never received a call. My husband then called HWA back after work seeing what the issue was and to remind them that we have 3 children at home and needed access to our water! This I would consider an emergency! They told us not to worry and that the vendor would be out this evening and would give us a call in about 60-90 mins: once again never to receive a call. Do you see the lack in communication here? Very disappointed! Now over 24 hrs later and still unable to use our water properly, very disappointed!

The pump did finally give out while I was out of town. When I called back saying that I needed another service call and gave them the existing claim number, they told me that the claim expired 4 days previously so I'd have to file a new claim and pay another deductible. I asked to speak to a supervisor who would only say that if I wanted service I'd have to pay, even though I hadn't received service yet in the first place. When I asked to speak to his supervisor or someone with authority to do something about this, he refused. He kept only saying, "I don't have to give you that information." At the end of the day, these people will find any opportunity not to pay your claim and to charge you as much as possible. While I do agree that home warranties are a good idea to have, I would not recommend using this provider.

First, I could find no vendors that would jump through these hoops. Second, if had the funds to pay out of pocket I probably would not need the insurance. Third, now I am doing all the legwork that I really don't have time to do, time from my job to make all these calls. I have asked HWA to prove to me that they even have any service providers in the area (a list of vendors) or cancel and refund all monies paid to date. They have refused on both requests. I feel I have paid for a service that they were never able to provide. I will be reporting this to the Oregon Consumer Affairs to look into this for the state Oregon. Very, very disappointed!!!

The second claim I made was a few months later on the upstairs unit. It stopped cooling and when I called they seemed to have problems finding someone to look at it so this time I just took care of it myself because of the long drawn out process I went through previously. Of course the small things like toilet leaking and the garbage disposal going out I just fixed myself because of the 75.00 service fee I'd have to pay. The third claim was my over the range microwave stopped heating which just happens around the last week of February. When call HWA warranty company they said they would send someone out. A week later I had to call to ask why I haven't heard from anyone. They then gave me a repair shop's name and number and I had to contact them.

When I contacted the repair shop they told me that it was out of their service area. (It was around 50 miles away.) So I called HWA back and they said they would find another company and they would contact me. After almost a week still no call or email from them. So I called them again and they told me they couldn't find anyone to come out and look at or fix the microwave. That they wanted me to find someone to fix it. So they ask me to find someone to come out and for me to pay for the service call and they would reimburse me.

After talking to numerous repair shops no one would come out and when I told them I would bring it to them they said they didn't work on GE brand units. They did say the same thing. That the magnetron was bad and it would be cheaper to buy a new microwave. So after that I went and bought a new one that was identical to what I had. Took pictures of them side by side and email them the receipt and pictures as proof. Now one company said they would come out but it was a 249.99 road service charge without parts just to come look at it. No way I was going to get stuck paying that when I could buy a new microwave for around that price. I knew in my heart that this company would not pay anything.

So HWA drops the ball and doesn't find anyone to service my appliance. Leaves it up to the homeowner to get the job done that they couldn't handle themselves. And refuse to reimburse any of the cost even though they were responsible to do so. So I guess these financial guys are right! Don't waste your money on these companies out there. They make it hard enough on you that it's easier to take care of it on your own.

He was very nice... Agreed problem wasn't in wall but in floor BUT as he tripped over a step I have in my house he mentioned "I'm OK. I'm just 85 percent blind". He was doing pretty good for a 76 year old blind heating and air man BUT not about to touch my plumbing!!!! Needless to say after much complaining and being told there was no one else in my area I have had it fixed myself. HORRIBLE. HORRIBLE. DID I SAY HORRIBLE EXPERIENCE???? Beware!!!!!

This is now March 8th and I am still waiting for reimbursement from HWA. I called 1/17/2017 and spoke with Pat to confirm coverage. I forwarded a copy of the receipt marked "paid" on 01/19/2017 to the address HWA supplied. Not hearing back, I called HWA on 02/15/2017 and spoke with Kyla and then emailed another copy of the receipt to HWA, which Kyla received and forwarded to the authorization team. I was told I should get a response in 48 hours or less. Again not hearing anything or receiving anything by mail or email, I called 03/03/2017 and spoke with, I believe, Paula. I confirmed that there was only 1 claim and that they had the info they needed. She emailed this info again to an authorization person and now on 03/08/2017 I still have not heard anything. I am very disappointed with the servicing of this claim and am at a complete loss as to understanding what the problem is.

Original Review: March 9, 2017

I am currently on my second claim with your company. My first claim took a month from start to finish. My first claim was the worse experience I had with any warranty company. I need the consumers to know that I had a small leak in the basement that was being catched with a bucket. It took 3 weeks to have the claim approved and then an additional week for the repair to be completed. The entire time, the leak got worse and every time I called the Warranty company, they seemed not be concerned at all with my problem.

I am currently on my second claim with the Warranty company. It is going on 8 days from the beginning of the second claim and still waiting for approval. Consumers please be aware that this is a water heater issue and the plumber recommendations were to have the water heater replaced due to the age and not working properly. Signed, Taking Cold Showers for 8 days!!! Hopefully it won't take 1 month to get the second claim resolved.

Nowhere in the paperwork does it say one claim per month. I feel as if they do not want to honor the contract we have with them. She told me to ask the plumber if he can repair it when he is here and I can just pay him. However, this should be covered with the warranty and I wouldn't have to pay as much as he wants to charge. Very dissatisfied with only being able to file one claim a month. Hope the HVAC and water heater do not stop working in the same month. I would hate to have to pick which one I want to claim.

However, I've contacted them 30 times, asked them what's going on with our claim and they just told me that they're forwarding it to a supervisor. It's incredibly frustrating. I also sent them a Facebook message about a week ago and got a phone call back from someone. The lady said she was going to figure out what they were going to do and get back to me. And while I've been going through this process, I've asked to speak with a supervisor 15 times and not one time have I been able to speak to one. They told me that they're sending an email to the supervisor to have them call me but I've never been contacted by anyone.

The only reason I even renewed the home warranty was because we were in the midst of getting this fixed. Otherwise I definitely would not have renewed it due to the circumstances of them never resolving this issue. Also, I've done some research of other people's comments and remarks regarding this company and I have found tons of information that is right along with what I've been experiencing. This is the worst experience of my life. I've been in tears and there isn't a physical building here that I can go to to express my concerns.

Unfortunately, when our air conditioner died, the first person they sent out to check it was a real scam artist. My husband was at work and the technician went, “Why isn’t your husband here?” and “Are you divorced?” It was not appropriate. And then he tried to sell me a new air conditioner without even getting his report back to HW. I said, “No, we’re gonna wait and see.” And the estimate he gave was at least $2,000. He kept telling me I was gonna get a rebate from the warranty company and so it would even out. But I know what people put in their air conditioner systems in this neighborhood and others, since I've been through that with the buyers themselves.

That happened right before we were going out of town for Christmas, and so he was gonna turn in his report. I was gonna check back when we got home 10 days later. I called in and said, “What did they say and what has been decided?” And HWA said, “We don’t have any record of him even going.” He had never sent in the report. They called the company and HWA said to me, “We’ll get that right to you.” That went on another 10 days of me calling every day.

They’ve finally decided to just send out another company and they were a great company. We ended up having them replace the air conditioner. They paid for whatever it was and we got the cash from the HWA and had the work done. But still, I just didn’t understand why HWA didn’t just say right away that they we're gonna send somebody out. And also when HWA called the first company to see the report after 16 times, they said, "The work had already been done." That was funny. And they were never authorized to do anything so how could they even do the work.

But we really liked the company that did the work. And when the county inspector came out to approve it, they said this was the best installation they had ever seen. It was also tidy and cleaned up and the corner of the garage where the inside unit is has never looked so good. We were involved with four different people at different times, and they were all great. So it ended up all right, although that three-and-a-half weeks in between were not pleasant.

They were good folks. Two years ago, I had an air conditioning issue and was surprised that somebody came here very quickly which was the way it should be. Then the folks who came showed me their credentials, checked the problem and fixed it. I paid my deductible, everybody went on their business and the air conditioner was working. That's the purpose of the plan. I've been happy and content with Home Warranty of America. I have recommended them.

We also submitted a claim for our refrigerator. About a week before a flood happened here, our refrigerator went out. We had to call Home Warranty and had eight different people come out and look at it. They replaced anything and everything they could on it but it kept showing an error on our digital screen. Finally, the eighth person that came out said that it couldn't be repaired so Home Warranty ended up replacing the refrigerator. But it took five months to finally get an answer with our refrigerator and it was a headache getting back and forth with everybody.

We've had many claims with HWA and it doesn't always feel like a home warranty; there are some independent services who just can't pinpoint the problems. But we renewed our home warranty with HWA when it was about to expire and their sales reps were very nice.

I spent over 3 hours on the phone between HWA and ** Plumbing trying to get it worked out and they each said the other was billing for the 100 dollars and said I had to pay it or my warranty would be suspended and I would be sent to collections. I will never file another claim with them and am only paying the fee to avoid collections because the warranty is less than useless, it actually costs me money and my valuable time. Reading through the "covered" items, it a total joke. They will only cover something if the 3rd star from the moon passes at midnight and a snowflake lands on their nose at the same time. Other than that you're screwed.

However, one month went by and I didn’t hear from anybody so I made some calls which was frustrating. The contractor told me he was waiting on parts, and then after calling Home Warranty of America, they finally told me that the parts for the oven weren't made anymore so they’re gonna replace it but they needed my approval which nobody called to get or tell me about. The claim process has been going on since November and it turned out they don't have an oven that would fit the dimensions of my current space so I'm gonna have to take the cash settlement for it.

However, another concern was the technicians that they gave us especially for the heating and AC were not responsive. When I opened a case, HWA assigned somebody and they said by 48 hours somebody would contact me. I waited for a few days but no one did. I had to call the HWA center and had them call the vendor again and then they called me back. The repair needed a couple of calls in order to get it set up, and I have to be the one to expedite the process. This was for my rental home and my tenant was not very happy. Another problem was most of the time, the vendors don't call me back for what they had fixed. I had to hunt them down to understand what they did. Overall, I don't like the way HWA handles things, but I like that their customer support is working it.

The second claim was with our bathroom. Water leaked down to the ceiling in our room. And they told us the ceiling isn't covered but it was caused by the water leak from the toilet. So now we have damaged ceiling that we're gonna have to fix on our own which will also be out of pocket. I'm not too happy with how my claims have gone. We're not even thinking about renewing it because at this point nothing is helping. We're just paying HWA and not getting anything out of the deal.

We were told that our heating system was not covered because it was not "normal wear and tear". No explanation was given. The HVAC technician noted improper parts inside the system that had been there and were working for years. When pressed, HWA support representatives cited this as outside of "normal wear and tear" and the reason for denial of coverage. This is clearly a cherry picking of terms and definitions in order to avoid a large claim. This is Fraud so I will call it what it is. Furthermore, we had purchased the highest upgrade possible, GREENPLUS which supposedly offers better coverage.

This is only our downstairs unit! Upstairs, they claim to cover. However, they will only pay for the unit itself despite the contract, V. A-HEATING SYSTEMS - INCLUDED: "All components and parts necessary for the operation of the system." "If HWA is unable to facilitate repair/replacement of covered item at the current SEER rating, repair/replacement will be performed at higher compliant." So HWA thinks it is fulfilling this contract by providing a unit that sits in the attic, attached to nothing. Common sense renders this ridiculous, but this is HWA policy toward us at this time. SUMMARY; RUN DON'T WALK away from Home Warranty of America.

At one point, we did have a problem with one of the people that was sent out here to do some work. We had an air conditioner issue and because this is a mobile home, these people didn't know what they were doing. We didn't realize at the time they didn't know what they were doing, but it got taken care of in the end. The home warranty company was very good about changing and we found somebody else that knew what they were doing. The recent claim we had was get the garbage disposal replaced and it was a very simple process. We've really had good luck with the people they're sending for the most part. They were all good. I have recommended HWA and if I had to do it again, I'd do it again.

While I was on the phone with the rep. the second rep. I spoke to didn't even have it uploaded into my account. The third was able to but didn't contact me that they needed more info. I call once again and they're telling me my claims been rejected because my claim was "incomplete". They needed some information and it wasn't received.

I got No calls, no emails, NO type of communication with this company about anything. Not letting me know that they need paper work on my home to continue! I had to be the one to call. I asked to speak to a supervisor, none is available? I am so glad to say my contract with them, which I paid in FULL, is almost up! I won't be renewing. Anyone who ask about HWA, I will tell them don't do it. Now I have the pleasure of waiting, again, to see what they will come up with next as an excuse NOT to fix my problem, that they don't want to pay for!!

I had water on my bathroom floor and I needed help so the rep told me that if I wanted to go and get a plumber of my own, I would have to submit the invoice and then they would reimburse me the amount outside of what I normally pay which is $75 for a tech to come out. So, I did that. They have the picture of the invoice but they just keep saying, “I can’t understand why it hasn’t gone through processing. I’ll have this one checked.” And one lady said, “I’ll send it to the three heads and I’ll make sure that they call you within 48 hours." Three weeks went by on that and I still didn’t get anything.

The last customer service agent I talked to connected me with the phone of one of the supervisors. I got a message that “he was not available at the time, please leave a message.” So I left a message, “I need someone to call me today or I’m getting to the point I want to cancel.” And as of yet, I still have not heard from anybody. And I’ve been trailing it since then to get my $500 reimbursed. So, I’m quite frustrated. But when I've had to call them once before, I haven’t had a problem at all. They were able to contact me with someone who I needed. And they came out and the job was done. They even checked back to make sure that someone did come out. I'm satisfied with HWA except for this one issue with the plumbing.

After about half an hr he calls me back, showed me a part whose small piece was broken (this part was intact when we saw that half an hr ago). He tells that he was able to break it because it was brittle. He tried break it more just to show that it was indeed brittle. He could break a very small piece again by his hand and a tool. He then told that that part is covered in warranty and there is nothing to worry. He told that he would come and replace it within two days. He asked if he can keep the dryer dismantled. I said yes because I wanted to clean it and also felt it makes sense since he is returning in two days.

Then $75 was deducted from my account as discussed which is ok. After 2-3 hours HWA representative called me and argued with me for about 45 minutes that part broke because there was lint in dryer's duct. This is strange because the tech did not even touch the dryer duct, forget about examining it. The lesson which I got from my first experience with HWA is rather bitter. If the tech broke that part it's his responsibility to change it. Also I am really disappointed by HWA to use this cheap tactic to save some bucks.

My dryer is still dismantled and two-three pieces have been broken from that part by the tech. If you can't replace that part then get that part as it was working before. This is first my email against a bad experience to anyone. I am deeply anguished and unsatisfied and would never trust HWA for warranty anymore. Waiting to hear from your side.

I called back again and got someone else who helped set up someone else to come out. I’ve got a two and a three year old, our furnace went out and it was 16 degrees and nobody was coming out to fix it. So I called back again. And when the guy from the third different company was scheduled to come out, it took him two days to come out and fix it with the right parts. But eventually by Tuesday they got it fixed after complaining. So that’s frustrating.

The same happened with the air conditioning that went out in the summer and it took them almost two weeks to come up with the people to fix it and find the parts for it. They don’t really care about us. Once we’ve paid our premium, they’ve got what they’ve want out of it and they don’t wanna output any money. But it’s a service I’ve paid for and it’s a service I expect to be done. However, I’ve had worse home warranty companies in the past.

I usually submit a claim over the phone but have done it online, too, and it's easy. They just want to know what’s going on with the product then they contact the vendor and the vendor calls within two days. There have been times when the vendor somehow got missed and almost a week went by before we heard. But I usually call within two days if I don’t hear back. The HWA reps are friendly and if I have a question about what is gonna be covered, they answer them.

The last time I submitted a claim it was for the unit for the heating and cooling which wasn't working mainly because the batteries exploded into the unit. They said that it was a 10-minute job, and they went and ordered it to see if they had it. We waited a few days to hear back from them and they said that they had the unit in hand. The technician then came out and installed it. The only thing I made sure was that he said everything worked fine. He also said that he could hear the heat kicking in but I couldn’t feel air flowing out. So I asked the technician to recheck it again and he realized that the wire got loose when he was attaching the wire to the unit. It's now a different unit and is working as normal. But what we ended up doing is clean into the unit which is a lot smaller and the paint now shows.

There is only one incident that we weren’t happy with and at that moment we were thinking that it was not worth keeping their coverage. When a plumber came, he didn’t have the right tool to even take the handle off in our shower. My husband was able to remove the screw without any trouble when he came home but the plumber told Home Warranty of America that we stripped the nail even if it was never stripped. HWA then called me rudely and said that they were not going to cover it because my husband tampered with the handle. It was ultimately the plumber’s fault and he didn’t have the right screw handle to remove the screw out and he blamed us for stripping it even if it was never stripped. That kind of irked us because it’s almost as if we had to play dumb, and let them do their job.

I got in trouble with my husband. He asked me why I said something about it and I answered that I was trying to help the plumber out. The warranty didn’t cover for it and we had to pay almost over $200 for a new handle and cartridge ring for the shower. Overall, Home Warranty of America is a good company but they definitely don’t cover everything.

My wife had submitted a claim for me and it was just a matter of calling to have somebody look at our garbage disposal. Then somebody was sent out to look it and they deemed it was beyond repair. The company ordered a new garbage disposal and within the week, a new one was installed. It was a very good overall experience with Home Warranty of America and I've already recommended them to other people.

The contractor arrived at my home at approximately 9 pm on 2/10. I gave the service tech a check for the service fee. The morning of 2/11, I was still having issues with my furnace. I called HWA again on 2/11 to notify them of the issue, and I was told that another service call could not be performed because I had not my service fee. I was told that I must provide a receipt to prove that I had paid my claim. I took a picture of the receipt and emailed it to HWA. I also called the contractor on 2/11 and left a message regarding the issue. The contractor called me back and stated that they had not closed out my claim with HWA and that HWA should have no reason to believe that I had not paid my service fee.

The contractor sent out a tech on 2/11 to look at my furnace again. He stated that they would need to order some replacement parts and that I would receive a call on Monday morning regarding setting up a time to install the new parts. I did not receive a call from the contractor on Monday morning and attempted calling them in the afternoon. I called them 7 times, and no one ever answered the phone. I left 3 messages and did not receive a callback. I called HWA on 2/13 to let them know how disappointed I am in the service from this particular contractor.

Late in afternoon of 2/13, I received another email from HWA asking for a copy of the cashed check to prove that I had paid my service fee. I wrote back stating that they need to contact the contractor immediately to resolve the situation. The check has not yet been cashed, but I did provide the tech with a check the evening of 2/10 when the initial service was performed. I do not understand why HWA is relying upon me to "prove" that I paid my service fee when the contractor has made no claim that I did not pay. This situation is infuriating. Meanwhile, I have a furnace that doesn't work properly, and I cannot get it fixed due to HWA's own internal issues.

They recently came out to fix a part on our oven. I’ve had to call them a couple times because it took quite a while for the part to come and then when the part finally did come, we had to wait back for them to come and install it. The first company wasn’t able to come out to service it. It was a busy time and but they found someone else and reassigned me to a different company. But we finally just got tired of not having an oven. It was going to be five to seven days after the part came that they were gonna be coming to install it. My husband’s a contractor and he just put the part in and it was fine. But other than that, they’ve been really prompt and easy to work with. Overall we’ve been happy and satisfied with HWA.