Home Warranty of America Reviews
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About Home Warranty of America
Home Warranty of America is a home warranty provider operating in all 50 states. It offers two plan options with 13-month coverage terms and high coverage limits. The company also has a large network of service professionals. As of today, HWA holds a 1.0-star rating based on over 4,000 verified reviews on ConsumerAffairs.
Visit www.hwahomewarranty.com- High coverage limits
- Nationwide coverage
- Pre-screened technicians
- Waiting period for coverage to start
Home Warranty of America Reviews
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Reviewed May 15, 2021
We've always had a great experience with HWA and I don't think we've had any trouble with submitting claims with them. We had some trouble because we're in such a small area. There's not a lot of service providers in our area. So, it sometimes takes a while to get somebody out here to actually do the work. But other than that, it's been fairly easy. We've always had a really good experience with the techs too. They've always done a really good job. They've always worn masks and I've never had to worry about that.
Hello Jennifer. We are glad you have had a positive experience with us. Although, we are sorry for any inconvenience you have experienced while we secure a vendor. And know, HWA is constantly affiliating with a variety of service providers to attempt to be prepared with a wide network of contractors. Nonetheless, please do not hesitate to contact us, we would be more than glad to aid you. Thank you for bringing this to our attention. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 15, 2021
With HWA, I have peace of mind to know that the appliances in the house are covered and it's not gonna cost me an arm and a leg to get it replaced if I need to. It's just that their communication could be a lot better. Whenever I have to call in, I usually get someone who doesn’t have the access to my account and he can't look and see when the last time I’ve called and who I’ve talked to. Recently, the guy that came out and did the work for the HVAC put the wrong unit in and we couldn't get him to come back in and fix it. We ended up settling out to do the work ourselves. I had dealt with him before, so I was surprised that it didn't go as well the next time. But he was professional.
Hello Melvin. Our primary goals always include responding efficiently, providing outstanding customer care, and ensuring our homeowners have re-established the peace of mind that comes with having a trusted home warranty company working with them. Please accept our sincere apology and know that we are working diligently to improve processes throughout our organization. Thank you for bringing this to our attention. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 15, 2021
If the company gets better with customer service, that would be fantastic. Last year, I had a terrible time. My AC unit went out and it took months and months before I could get anyone to redo the claim to even get my AC fixed. By the time, it was almost wintertime and then it over six months. My pregnant wife and I went all summer without any AC. I couldn't get ahold of anybody, and nobody would let me talk to a supervisor.
Hello Damien. Our sincere desire is to always aim to provide a smooth process on each service request received, that is why we truly value when our customers shared their experiences since it essential to be aware where we must increase our efforts to minimize the delays, while at the same time building the highest customer care our homeowners deserved. Therefore, we appreciate you for this thoughtful and detailed review. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed May 14, 2021
Submitting a claim with HWA is a fairly straightforward process. But with the few little things that I've needed, it's not been worth the hassle and the time. When I submitted a claim, I was also told that I would be notified by the company. But I wasn't notified. They called me and I wasn't there because I wasn't notified. But I let HWA know the issues I was having. I ended up going a different route because I couldn't wait.
Hello Melissa. We are sorry to hear you had an inconvenience with the service provider assigned. It is essential to us whenever our customers shared their experiences because it helps us to have a clear idea of the areas, we need to reinforce our process to deliver unique, simple, and straightforward customer care. Thank you for taking the time to share this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 14, 2021
I've been happy with HWA. I keep that because most of the major appliances in the house that I own are old and could break at any time. So, it's nice to be able to call the home warranty people and they take care of everything from there. Recently, they had to come out and fix the air conditioner because it wouldn't start like it was supposed to and that seemed to go okay.
Hello Toby. We have worked exhaustless and we are pleased our efforts resonated with you. As well it encourages us to continue improving our processes to achieve the experience our customers deserved. We appreciate you taking the time to share your feedback. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed May 14, 2021
The techs have always been pleasant. But it's just the clarity of what services Home Warranty of America provides 'cause I don't believe I'm able to just see it online. So, if I need some sort of repair, I'm not sure if they will cover it or not. I have to wait for the technician to come in. Other than that, it's only a $60 copay that I have to do which is very reasonable.
Reviewed May 14, 2021
When submitting a claim with HWA, half the time, it's been a mix in explaining what the problem is and getting a response from them. But the last two periods I've had to speak to the reps of HWA, they seemed to be improving and getting better. It was easier. They got things done. The contractors that have come in have been good and we had no problems. There was one contractor we didn't have such a good time with, but that was resolved. We’re happy with HWA so far. They’ve been quite good.
Hello Phillip. We are glad you are happy with our service. And know we continue improving our processes to always achieve the experience our valuable customers deserved. Thank you for bringing this to our attention. We hope your day goes beyond as you planned. Best regards, Tom/Digital Care.
Reviewed May 14, 2021
My property manager does the claim for me. I just pay the bill and get feedback. Then the property management company says that one of their problems with home warranty companies is it takes a long time for them to sometimes answer the phone. So, the property management implemented a policy that if they spend more than half an hour trying to place it, they charge me extra money. I haven't had those charges, so that's a good thing.
Hello Tom. Thank you for ranting us with five stars. HWA strives to provide a smooth process and we are glad we hit the mark with you. We appreciate you for sharing this feedback. Have a wonderful day and be safe. Tom/Digital Care.
Reviewed May 13, 2021
My recent claim with HWA was put in for heating and air conditioning on two systems. The experience was terrible. They would not cover either item. I went through the whole winter with barely any heat. One of them was a $28 parts, another was a complete system that needed to be replaced. But the $28 part was the one that was most frustrating. They would not approve it. I could not get through to anybody at customer service. I finally went to Call Harry, one of the news programs and lodged a complaint with them. Then they finally got someone from the corporate office and I got phenomenal service after that.
Hello Keith. Thank you for sharing this feedback. Even though the claim was completed, we are sorry for any inconvenience you had throughout the claim process. We certainly strive to hit a higher customer service than what you had described. We apologize for missing the mark with you. Please do not hesitate to contact us once again for any additional questions or concerns. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 13, 2021
Submitting a claim with HWA was fine. The only time I had to do it, it was handled with no issues. The techs did a good job.
Hello William. We place our customer experience and satisfaction as one of our top priorities, and your review reaffirms the constant efforts we put in every day. Thank you for the time you took to share this positive experience. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 13, 2021
The first time I submitted a claim, it was terrible. I had to pay out of pocket. The second time was fairly easy. I had no issue with the rep I spoke with this time. HWA got back with me once they found a contractor.
Hello Robert. Thank you for taking the time to share this feedback. We are glad despite the inconveniences we were able to assist you. And know, if you have any questions or concerns, please do not hesitate to contact us, our representatives would be more than glad to assist you. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed May 13, 2021
The motor on one of our pool pumps started acting up. This was a pool heating pump and one that works like an air conditioner. It’s running backwards. So, Home Warranty of America sent out an air conditioning person. But even though they work the same way as an air conditioner, it's not the same. So that was the wrong technician for the job and it was a little frustrating. And it turned out that we weren't even covered for it. Now that I had to get it fixed, I found someone who was a pool pump expert and they explained to me that it wasn't the right person. We've continued to use HWA because it's a great insurance plan when you have a new home or a home that's new to you. So, we didn't cancel although that was a bad experience for us. I don't have any problem with the service in general.
Reviewed May 13, 2021
It's good to know we have HWA and I just hope we don't ever need it.
Hello Marcus. Thank you for choosing us to be your warranty company! And rest assured whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for sharing this feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed May 12, 2021
I had a recent claim with HWA for my air conditioning unit and it went perfectly. They came out and looked at it. It was too small for the house so they ordered another one and got the right one put in. The gentleman that installed everything did a great job. The house is on a crawl space and he went on under the house. He did what needed to be done. The claim process is wonderful. Because now we get the opportunity, even if I have the money to purchase them, I get a choice to pick something else that may be done around. So that helps out as well.
Hello Alejandro. We are glad you had a five-star experience with your air conditioner! We work exhaustless and we are pleased our efforts resonated with you. As well it encourages us to continue improving our processes to always achieve the experience our valuable customers deserved. We appreciate you taking the time to share your feedback. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed May 12, 2021
The reps are very nice. Having Home Warranty of America has been easy so far. Last time, I didn't have a warranty and I ended up paying the AC.
Hello Cecilia. Thank you for choosing us to be your warranty company. It is much appreciated— We hope to continue earning your business leading into the future. Please do not hesitate to contact us we would be more than glad to assist you. Regards, Tom/Digital Care.
Reviewed May 12, 2021
My air conditioner was out and I was trying to get it fixed. I dealt with a representative from Home Warranty of America and it was nice. Then, they sent somebody out and I had to pay the $100. But they pretty much told me that there was nothing I could do and the service wasn't covered on my insurance with them. It was something very grey in the contract whenever I went back to look. After that, I felt that having the warranty was pointless because the reasoning behind it seems like it could be for anything that I have in my household since I moved in with all these appliances already. But I still have them and I still use them just because I don't want to go through the hassle of finding somebody else and using somebody else.
Hello Katlyn. We are sorry to hear your experience with the air conditioner fell short of expectations. With HWA, you’re protected with more than 120 items against the surprisingly high cost to repair or replace home appliances and mechanical systems, seeking to minimize the cost without having a home warranty. There are a few limitations and exclusions disclosed in the contract coverage. Nonetheless, we hope to have the opportunity to rebuild the trust and partnership we value so much. Thank you for sharing this feedback. We hope your day goes beyond as you planned. Best regards, Tom/Digital Care.
Reviewed May 12, 2021
The technicians were great but the claims submission process with Home Warranty of America was slow. Having the people who are calling understand what is needed can make it better. I don't like the outsourcing to different countries of the claims. It's a little hard to discuss.
Hello James. Our sincere desire is to always aim to provide a smooth process on each service request received, that is why we truly value when our customer shared their experience since it essential to be aware where we must increase our efforts to minimize any inconvenience, while at the same time building the highest customer care our homeowners deserved. Therefore, we appreciate you for this thoughtful and detailed review. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 12, 2021
Every year I’ve been with them folks has been smooth. They've been offering me discounts and it's been a pleasant experience. I’ve had one issue. I had some flooding from our basement, so I needed to get the drain rotted out. Initially, I didn't know that was covered until they sent me my warranty renewal and I looked at some of the services, and that was one of them. I called them to ensure that that was not covered, it was, and they told me I had to pay $100 deductible. They gave me the name to a place, the place contacted me, scheduled some, then the tech came out.
He rotted three different things and he explained to me it could be a couple of the spots, the actual that could be called in the flooding drain. He did the drain lastly in the end and that resolved the issue. If something randomly comes up, it's nice to know that I'm covered. I would rather pay $49 a month and then the deductible versus paying big out of pocket expenses for anything major that could happen on my home.
Hello Torono. Thank you for being renewing with us! Our sincere desire is to always aim to provide a smooth process on each service request received, and we are glad to hear we hit the mark with you. It motivates us to keep seeking ways to ensure a smooth process. We appreciate you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 11, 2021
I've only called for the water softener that went out the first month I was in the house. Apparently, that was one item that was not covered by Home Warranty of America. Then they started listing all the crap they cover. I told them that I didn't call about anything else. I just needed to read the fine print on the water softener. But I would recommend them.
Reviewed May 11, 2021
I did a claim online two years ago and it was simple and easy. When I called in, the reps were good and very informative about the steps and the process. They gave me information of where the part was going to be at and who the tech was. They gave me the phone number and I reached out to them. The tech reached out to me and said that the part was in and that he would be in at such and such time. He was on time and he fixed the AC. It was a great experience with Home Warranty of America. People should go with them. They have a fair price and professional manner.
Hello Adan. We are incredibly grateful that you took the time out to leave us a 5-star review. We always aim to provide a smooth process, and it pleases us to know our exhaustless work was reflected in your review. Thank you for the time you took to share this feedback. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed May 11, 2021
The last company we had had a certain provider for some appliances and they were terrible. Home Warranty of America doesn't use that company and that was one of the reasons why I switched to them. When I need a service, I just call the 800 number and they take care of it. It's pretty easy and the techs who come out are great. All in all, I like what they're doing now and the warranty pays for itself. With them, you don't get stuck with a massive bill when things happen.
Hello Don. Thank you for taking the time to leave us a 5-star rating. It’s much appreciated— We constantly work to provide the best customer care and we are pleased to see that reflected in your review. It encourages us to constantly develop new methods to obtain the customer care we attempt. Thank you for sharing this feedback with us. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 10, 2021
Home Warranty of America works well and I never have a problem with communication with them. But the local appliance repair guy here in Sherman that they used were liars and thieves and crooks. They didn't do their job and HWA had to send Sears out to do the job that they claimed they did.
Hello Letha. We are constantly improving our customer care, and your feedback is essential to that process. We are sorry for the unpleasant experience you had. Although HWA is constantly affiliating with a variety of service providers to ensure the highest quality at every step of the process. Thank you for sharing your experience with us. We hope your day goes beyond as you planned! Regards, Tom/Digital Care.
Reviewed May 10, 2021
We always get a prompt response from Home Warranty of America and submitting claims with them has been easy. But we had problems with their contractors. I had somebody who came back multiple times, then we had one company that we weren't able to ever get back in touch with. We called multiple times and it was right around the time everything was going on with COVID, then we finally just went with someone else.
Hello Keneisha. We are sorry to hear that your experience fell short of expectations. We certainly strive to hit a higher customer service than what you had described in your review. It is essential to us whenever our customers shared their experiences since it helps us to have a clear idea of the areas, we need to reinforce. In order to deliver unique, simple, and straightforward customer care. Thank you for sharing this feedback. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed May 10, 2021
I call when filing a claim and the process is very difficult because of the language barrier. Then I wouldn't use the contractors personally. They haven't done any work. Plumbing blames it on AC. AC blames it on plumbing. No one fixes the problem. They just patch it up, take my $75, and keep it moving. I wasted about $300 in the last three weeks for the same problem. Don't do it with HWA.
Reviewed May 10, 2021
HWA is cool. One time, I got a 70% off coupon for a thermostat that I utilized. It was pretty sweet.
Hello Mitchel. We are glad we were able to help you to minimize the costs of fixing the issue! Please do not hesitate to contact us once again. We would be more than glad to assist you. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed May 9, 2021
The claim submission process is okay. However, it takes Home Warranty of America a long time to give a contractor. It's been a couple of times where they sent me to a wrong one that didn't deal with them before and I had to pay out of pocket. However, they made it right and paid me my out-of-pocket expenses. I just had one that was a little bit unfriendly. He may have been lowkey racist. He was the younger guy who was in training, he was sent in to talk to me while he sat in the car. I just had a bad vibe. Then I hope the customer service could be better because sometimes it's a language barrier. When you're speaking to someone with a foreign language that doesn't have a lot of English experience, you're too busy trying to decipher what they're saying versus listening. But it's a good company overall.
Hello Annocha. We appreciate you taking the time out to share your experience with us— Even though there have been inconveniences in some scenarios, we are glad we have been there for you to reestablish the peace of mind when it comes to having a trusted home warranty. Nevertheless, thank you for bringing this to our attention. We will use the feedback to make us better and to ensure the customer care we attempt to achieve. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed May 9, 2021
When I'm submitting a claim with Home Warranty of America, the hold music is horrible and it could stand to change. But other than that, the process is not too difficult and it's been about the same experience every time. I've submitted a few different claims and it always works out pretty well. For the most part, the contractors who came out were very good and there had been no issue with the quality of work that they did. But I had one contractor who was very slow to get back. Despite that, HWA gives a nice peace of mind if you've got a home that's a new build and you don't know if the builder will covered the work if something is going to go wrong, or if you've got a home like ours that's about 20 years old and certain things are starting to malfunction. If something major were to happen, we'd be okay.
Hello Jared. We are glad you have had an overall positive experience with us. We always aim to provide a smooth process, and it pleases us to know our exhaustless work was reflected in your review. Although, we are actively working to improve our process to ensure the highest customer. Thank you for the time you took to share this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 9, 2021
Most of the time, I have a good experience with the contractors. But, I have an issue that they're not going to take care of. While I understand why they don't cover the issue, the issue was created because of the technician showing up. So, I got to pay to fix it myself. They could have noticed the problem earlier and taken care of the issues so I didn't have a bigger problem. I'm not very happy with that and this will be the last year I have this warranty.
Reviewed May 9, 2021
Sometimes, it’s kinda hard to get in contact with the company. When my fridge went out last year in September, they didn’t come out and fix it until this year, and it still went out again. The contractor's communication is bad. But Home Warranty of America is a good company and I haven't had any problems with them.
Reviewed May 8, 2021
We like how inexpensive HWA is. It’s a great thing to have when owning a home because a lot of the appliances can be really expensive. The reps were very informative on what was covered and what was not so that way, we didn't have any misunderstandings. We only had one issue. We had a problem with the guy that HWA sent. He didn't know anything about the claim so we had to call back and they sent someone else to come out and look at it because a lot of the guys were a couple of months out before they could get to us. But once we got ahold of a guy that could actually come out, it fairly was easy. The gentleman that we dealt with was absolutely great. He didn't try to piece it together to make it work.
Hello Anthony. We are incredibly grateful that you took the time out to leave us a 5-star review. We have worked exhaustless and we are pleased our efforts resonated with you. In addition, we will use this feedback to make us better and to ensure the customer care we attempt to achieve. Nevertheless, rest assured whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed May 8, 2021
We went with Home Warranty of America because our contractor network was in the area. I've had home warranties before that were really no good because they didn't have any contractors. HWA has been the easiest warranty company I've dealt with. Everybody that has come has been great. My wife is the one that usually is there or meets with them and deals with them, and it's very important for me that she feels comfortable. The techs have done great and they've communicated with her. She has spoken highly of all of them.
The warranty gives me peace of mind knowing that if something comes up, there's somebody there. When you move into an area, you don't know who to call for different things. You don't know who to trust or who's vetted. When you have a home warranty, all you gotta do is just file your claim and go through them, and they've already done the work. We've had two claims with HWA and both times, they were handled calmly, professionally and with no issues.
Hello Dennis. Thank you for taking the time to leave us a 5-star rating. It’s much appreciated— We work hard to meet expectations like yours, and we are pleased to hear we hit the mark with you. As well it encourages us to continue improving our processes to always achieve the experience our valuable customers deserved. We appreciate the time you took to leave us this wonderful review. Best regards, Tom/Digital Care.
Reviewed May 8, 2021
Home Warranty of America was recommended to us by our real estate agent. We've had them for almost six years and every year, when we resign-up, the process is pretty easy. It gets more expensive every year, though, which kinda sucks. Their phone representatives have been nice. Getting a contractor out here depends. It’s been as quick as a day and it’s been as long as weeks.
I had a claim for my essential air where I had a big issue with getting a contractor and getting Home Warranty of America to cover it. It was in my contract. They gave me a bunch of baloney about covering it and getting a contractor. Then they told me there was no contractor available at all in the area and I had to find my own. Then when I found my own, they didn’t like what he said. So, it was a big to-do.
In their contract, if they’re only gonna pay out a maximum or so amount for an appliance, they need to have that clearly stated. That was the problem with the air conditioner. It says they cover central conditioners. Then when mine went, they said they’re only gonna pay so much to get me a unit and none of the labor to install it. That wasn’t the understanding I had because that’s not what the contract says. It says, if it breaks, I pay $100 deductible, and they'll replace or fix it.
Hello Chad. Thank you so much for the time you took to share this experience with us. We are sorry to hear the experience felt short of expectations. HWA is constantly affiliating with a variety of service providers to attempt to be prepared with a wide network of contractors, and we are confident your next claim would be a straightforward process. In addition, our support teams are available for current and past customers alike to discuss specifications of contracts, so please do not hesitate to connect with us online. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed May 8, 2021
Overall, I really like my experience with Home Warranty of America. I get fairly good decent service from them. One thing that really pisses me off to no end is whenever they say, "We'll be in touch with you in 24 hours." What they really mean is 24 business hours, which is actually three days. That frustrates me to no end because there's not another living person on this planet that uses that language.
There was also one technician in 2015 that came to fix our air conditioning unit. He said he fixed it. We had an out-of-pocket price of $500. Then we found out he never fixed anything. So, that experience was really a nightmare because it was August and it was 110 degrees outside here in Texas. It also took six weeks to get all of that fixed. But other than that, the people that they use are usually pretty good. If I have a problem with a technician, I tell the technician immediately and give them an opportunity to fix it, and they usually do.
Hello Sherri. Thank you so much for the five-star ranking! We are glad you have had a positive experience with us, despite the inconveniences throughout these years, HWA strives for each claim request to be a straightforward process. Likewise, thank you for sharing this valuable feedback. It means a lot when a customer shares an experience— Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed May 7, 2021
I recently placed a claim to have my garage disposal fixed. However my dad was able to fix in 2 seconds. I used the chat feature to connect with an agent to cancel the claim. Agent was able to pull up my account and cancel my claim without any issues. Very happy with her professional and quickness to resolving my request. Thank you for assisting me and taking care of my request quickly.
Hello Kitesha. We are glad you have a five-star experience with our digital team! They attempt each chat receive be a high-quality experience and we are glad they hit the mark with you. Likewise, thank you for sharing this positive feedback with us— And rest assured, whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts would be more than willing to aid you. Have a beautiful day and stay safe. Best regards, Tom/Digital Care.
Reviewed May 7, 2021
They sent a technician out to fix my dishwasher. It couldn't be fixed so they sent a technician out. The tech repaired the dishwasher for about 30 minutes and said it couldn't be fixed. HWA sent me money to get another one.
Hello Christopher. We are glad you had a good experience with our dishwasher claim. We constantly work to provide the best customer care and we are pleased to see that reflected on your claim. Please do not hesitate to contact us once again for any question or concern you might have, we would be more than glad to aid you. Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 7, 2021
They sent a guy out to check my electrical system. But when I tried to contact the guy, they really didn't have a whole lot of representatives. The lack of people to talk to to get it done was the real issue. It was me calling back and forth and getting everything taken care of. The only person I really had to deal with was the electrician coming out to check everything. For everything else, I had to do paperwork and find a new one. I had to do all the legwork. They didn't have enough guys for us to contact. He said, "I'm so busy. I don't even know how long I get calls." So, they need to put in more representatives. But nowadays with all the electronics, having HWA is something you need.
Hello Bryan. HWA attempt to ensure a smooth process in every step of the process and your feedback is essential to be aware of where we need to work on. However, we are glad the issue was resolve. Thank you for sharing this experience with us. We hope you have a wonderful weekend and stay safe. Best regards, Tom/Digital Care.
Reviewed May 7, 2021
Their reps and techs have all been good.
Hello Terry. We are glad you have had a five-star experience with us! Thank you for taking the time to share this feedback. Have an enjoyable day and be safe. Regards, Tom/Digital Care.
Reviewed May 7, 2021
Everything is quick and easy with HWA. They're reliable. I just had three claims - washer, microwave, and furnace - that went fine. The only thing I have to double check is to make sure that the heating and air company turned the gas back on when they left since the gas company turned it off.
Hello Moniqwa. Thank you so much for ranting us with five stars! We are pleased to know we hit the mark with you. As well, this feedback encourages us to continue striving for each claim to be a straightforward process. Have a wonderful and be safe. Best wishes, Tom/Digital Care.
Reviewed May 6, 2021
I called HWA in January of this year. I was having problems with my furnace. They sent one company out and he told me the furnace was no good and it needed to be replaced. So, he then sent me a bill on my phone that I was gonna owe $600-something extra. I asked him, "What was the extra for?" He started telling me that it was because they had to bring an extra man out for the job and they had to do modifications to my ductwork.
I asked them, "What are you modifying?" He said that they had to modify because the furnace will be smaller, so they have to replace it. I said, "You're blaming me because you're not getting me the same size furnace that I have?" It wasn't okay because that was covered. The warranty says that it covers from the top of the furnace back up to the register. When I brought that up to the company, they said, "No, it doesn't." So, I asked to speak to a supervisor. I've been waiting for three months to hear from a supervisor and I still have not talked to one.
Hello Delton. Thank you for the time you took to bring this to our attention. In addition, we are sorry to hear how the claim furnace has unfolded. Although, due to the high volume of calls, we are currently experiencing delays to make callbacks. Nonetheless, please at your earliest convenience do not hesitate to contact us at 888-492-7359 and a specialist would further aid you. Once again, we are sorry for any additional stress this has caused you in what is already a difficult time. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 6, 2021
My experience with Home Warranty has been pretty good except for one particular situation where they don't have a contractor in network, so I had to get my own contractor. Then when I got my own contractor, he called ahead of time, got authorization to do the work at the price that he quoted them. Then later, Home Warranty tried to tell me that that price was higher than they pay. I told them, “This was all confirmed by the serviceman when he was here before he did the work.” I had to go through a tremendous rigmarole in order to persevere in that situation.
It took many hours, many times, many phone calls and many contacts before one of the representatives told me that behind closed doors, they said to each other, “I think this guy's right.” They're supposed to be fighting for me, not against me. That has put the whole thing in jeopardy. I'm still with Home Warranty, but I'm concerned what I am going to do if there's ever another claim. Outside of that, Home Warranty has been fine. Some of their contractors are better than others, but that's not their fault.
Hello Peter. We appreciate you taking the time out to share your experience with us— We are sorry to hear the experience felt short of expectations. Although, HWA is constantly affiliating with a variety of service providers to attempt to be prepared with a wide network of contractors, and we are confident your next claim would be a straightforward process. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed May 6, 2021
I called Home Warranty of America and they said my claim wasn't covered under the warranty before the contractor even came out. But people should get a home warranty. It's better than nothing.
Hello Paulette. Our sincere desire is to assist our valued homeowners. We always want to do our best and HWA covers more than 120 items! For more insight on the claims process, whenever a claim is filed, we refer to the contract to ensure we do not overlook what is covered. Although HWA covers a variety of parts and components, there are a few limitations and exclusions disclosed in the contract coverage. We hope this information helps provide a better understanding of how claims can be denied. As you mention, with HWA you’re protected against the surprisingly high cost to repair or replace home appliances and mechanical systems, minimizing the cost without having a home warranty. Lastly, thank you for taking the time to share this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed May 6, 2021
Customer service was good. When I called in, the rep explained the education part between a mortgage and a home warranty. The home warranty takes care of the roof or the HVAC. The company I went through did the majority of the claim submission process. HWA having partnerships with local businesses made it a lot easier.
Hello Tawanda. Thank you for the time you took to share this feedback. We attempt to clarify any questions or concerns the customers have, and we are glad our efforts resonate with you. As well, we hope to continue earning your business leading into the future. Have a beautiful day and be safe. Best regards, Tom/Digital Care.
Reviewed May 4, 2021
The worst company to deal with. Since day 1 I have been having problems with them. I am going to also call the BBB and tell them about them. They are not paying for my dishwasher to be fixed and trying to find out the truth. Good luck.
Reviewed May 3, 2021
It went great and I was able to get my questions answered! It went quickly and I didn't have to argue with anyone. I like that there is a chat option so that I do not have to wait on the phone and I can continue to work.
Hello April. We are pleased you had a positive experience with our digital team. They strive to provide a quick and wonderful experience to our customers, and we are glad they hit the mark with you— And rest assured, whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed April 30, 2021
The chat messenger was very easy to use, and I was connected with a representative quickly. Georgina was great! She answered my questions thoroughly and helped me file my claim. If I have any more questions, I will use the chat feature.
Hello Maria. We are glad you have a five-star experience with our digital team. They are always more than willing to aid you whether you need to report an emergency, make a claim, or simply ask a question. Thank you for sharing this positive feedback. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed April 30, 2021
Do not buy this Home Warranty! I have filed a claim 5 weeks ago for dryer repair that has been deemed unrepairable by the repair facility technician and HWA has been notified. I have spent hours on the phone with HWA trying to get this resolved. I have requested a phone callback from a manager over 5 times and have yet to get a callback. Every time I call we go through the same process, they have called the repair facility every time and gotten the same answer, it supposedly goes to replacement authorization yet I am still without a dryer and can't get anywhere with them. Every time, they say it is being handled and when I call back they apologize for it not being sent on to the right person.
I have had this warranty for years, paid my dues on time and have rarely made any claims. I am appalled at the lack of service, consideration and communication. I have been so patient however at this point I believe this warranty/contract is fraudulent. I have held up my end of the contract however they do not want to hold up HWA end.
Reviewed April 23, 2021
"Karla" was very helpful in explaining where our claim was in process and what our option were after discovering there are no available service providers in our area. Our water heater issue wasn't resolved but she was helpful in guiding us to make the best decision in light of the realities of our situation. I appreciated her patience with my questions.
Hello Trip. We are pleased you had a positive experience with our digital team. They strive to provide a quick and wonderful experience to our customers, and we are glad they hit the mark with you— And rest assured, whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Regards, Tom/Digital Care.
Reviewed April 21, 2021
The agent was very helpful during the process. It was very easy to completed the process, she reconfirmed that all the information provide were accurate. Now I am now waiting for the technician's visit, I also requested a copy of my contract, and the representative was happy to assist me with.
Hello Jeniffer. Thank you so much for sharing this positive feedback. The Digital team always tries to exceed our customers' expectations and we are thrilled to know we hit the mark with you. Likewise, rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care
Reviewed April 19, 2021
A bit slow to get connected with agent but agent was helpful and knowledgeable. I am frustrated that no agents review claims submitted over the weekend but that is not the customer service representative's fault, obviously. Agent was polite and reviewed information rather than having me tell everything again.
Hello Christine. We are glad you had a positive experience with the chat agent, they always aim to deliver faster and efficient customer care. And we are glad their effort resonated with you. As well, always keep in mind that our call center is open on weekends to assist you. Please do not hesitate to contact us, we would be more than glad to assist you. Thank you for sharing this valuable feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed April 14, 2021
Karla helped me quickly through live chat, got my claim assigned to another service provider and made sure all my expectations were met. Overall a great experience with live chat support, not something generally found but a great experience to have nonetheless.
Hello Gabriel. We are glad you had a pleasant experience with our digital team, they are always more than willing to assist you with any questions or concerns you might have. Please do not hesitate to contact them anytime! Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed April 14, 2021
I have had a policy with HWA for more than 15 years. Usually I just call in my claims over the past years, but today I used the chat feature. The agent [Karla] was very friendly and quickly helped me to file a claim. I am working from home and was not able to make a phone call. I didn't have to miss a beat with work while filing my claim, because it was handled through the chat session.
Hello Wendy. Thank you so much for being with us for fifteen years now! We count ourselves lucky with a customer like you— Indeed, the chat feature is very convenient and quick to use, and we are glad you have had a pleasant experience. Please do not hesitate to contact them once again, they would be more than glad to aid you. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed April 13, 2021
Georgina helped me and answered all of my questions accurately and was always thanking me for waiting and constantly letting me know she was still working on my questions. She's great. Thanks Georgina. Definitely made my concerns and questions disappear and in a timely manner.
Hello Greg. We are pleased you had a positive experience with our digital team. They strive to provide a quick and wonderful experience to our customers, and we are glad they hit the mark with you— And rest assured, whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed April 9, 2021
I have a contract with Home Warranty of America (HWA) and had an issue. I called the company on April 7, 2021 and advised them of my issue. I told them upfront this would require a supervisor's assistance. First I spoke with Sebastian who continuously put me on hold said a supervisor was not available. I was on that call for 56 minutes and then cut off. Then I called back and spoke with Alejandra who advised the case was being elevated to a supervisor who would call me back. That call did not come. I called again on 4/9/2021 and spoke with Jacqueline. I started over explaining my issue and need to speak with a supervisor. I did finally get to Dottie, a supervisor over customer resolutions who stated the same standard line as the initial phone representative.
I asked her to transfer me to a supervisor. She said she was the top level I could speak to. I ask her if I was understanding her correctly that she would not transfer me to her supervisor and she said she was the top level. I have had a contract with this company for 11 years on three different homes and have paid well over $6,000 over this period. Now I am trying to locate someone in senior management to speak with to no avail. I would not recommend this company and hope that their management is aware of how horrible their customer service is.
Hello Deborah. We apologize if this experience fell short of expectations. As the representatives and the highest person in the customer resolution team which is the department in charge to handle escalation cases, we attempt to clarify that based on the contract HWA is not able to reimburse without prior approval, which is why the reimbursement was not eligible to be submitted. And we apologize for any inconvenience this has caused you. If you face once again any issues in your household, please do not hesitate to contact us, we would be more than glad to assist you. Best regards, Tom/Digital Care.
Reviewed April 9, 2021
Part of home purchase w/ older appliances. They couldn’t find a provider & strongly encouraged us to & they will reimburse the difference. Since we are taking a cash buyout on the appliances, they won’t! We are out $204 between service calls.
Reviewed April 8, 2021
I've never done live chat and it was a great experience. I have recommended this company to family and friends. I hope they enjoy this as much as we have. They're very nice and always get to the problem quickly.
Hello Kara. We are pleased you had a positive experience with our digital team. They strive to provide a quick and wonderful experience to our customers, and we are glad they hit the mark with you— Likewise, we appreciate you for spreading the word about us. And rest assured, whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed April 8, 2021
Was able to get efficiently set up on my new account. Had two quick questions regarding my coverage and was answered correctly and promptly. Am a first time homeowner and wanted account set up, for in case I ever need.
Hello Cindy. Thank you for ranting us with five stars! We are glad everything was handled efficiently and quickly— Please do not hesitate to contact us once again, we would be more than glad to answer or assist you with any additional questions or concerns you might have. Regards, Tom/Digital Care.
Reviewed April 6, 2021
Georgina assisted me on the chat and took care of the claim. I appreciated working with her today as she kept me updated and made it easy. I was provided with the company that would take the service call and was given a reference number. Appreciated not having to wait on the phone to speak with an agent.
Thank you for taking the time to provide us with this great review Molly! We are proud to be your trusted home warranty provider. Please don't hesitate to contact us by phone or live chat should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed April 5, 2021
This was a very easy process to submit a claim! They had me set up with a service call in about 15 minutes of an online chat conversation. Thank you so much for an easy process! I can’t wait to have a working microwave again!
Hello Meranda, thank you for taking the time to provide us with this great review! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed April 1, 2021
I've had experiences with a few agents, and Georginia was by far and away the most helpful. She was able to answer my questions, provide alternatives, and clearly explained the process. Great customer service is hard to come by, and Georgina exceeded all expectations.
Thank you for taking the time to provide us with this great review Corey! We are proud to be your trusted home warranty provider. Please don't hesitate to contact us by phone or live chat should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 31, 2021
I had a great chat with Georgina of HWA today. She answered all of my questions thoroughly and filed the claim for me while we were on the chat. Her service was friendly, and the process was very quick and efficient.
Thank you for taking the time to provide us with this great review and experience Judy! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 31, 2021
Claim representative was awesome. Explained everything clearly. Let me know what is covered and what is not covered. The process was smooth and very quick. Was not hard to do. Asked if I need additional help. And he was quick with his response.
Good morning Mohamed, thank you for taking the time to provide us with this great review! We are proud to be your trusted home warranty provider. Please don't hesitate to contact us by phone or live chat should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 31, 2021
The first claim I had with them was with my AC and I had no problem when they came right out and did it. But two years later, the motor went out and they couldn't get anybody to come out and do it for six months. I had to purchase another air conditioning unit until they got it fixed. But they found people and once they fixed it, they waived the deductible. Also, their reps explained stuff, said sorry that doing it was taking so long, and did whatever they can to try to help with that.
Hello Kenny, we are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thank you for your feedback, and have a wonderful day! - Mateo/Digital Care
Reviewed March 30, 2021
We've had the warranty company ever since we bought the house and that was six years ago. We've had multiple claims and with each one of them, the warranty company has done very well.
Thank you for taking the time to provide us with this great review! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! -Mateo/Digital Care
Reviewed March 29, 2021
I had a really wonderful experience with Karla. She was polite, responsive and was able to resolve my issue very quickly! Using the live chat feature is more efficient than having to make a phone call.
Hello Kathlene. We are glad you had a five-star experience with our digital team— they are always more than willing to assist you with any questions or concerns you might have. Please do not hesitate to contact them anytime! Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 29, 2021
They provide great service to the customer. They will try to do everything possible to get to a solution to your problem. The people on the chat are very friendly and helpful. I look forward to handling any issues with my home with HWA.
Hello Amir. Thank you so much for sharing this encouraging feedback. The Digital team always tries to exceed our customers' expectations— and we are thrilled to know we hit the mark with you. Likewise, rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed March 29, 2021
My claim was made during Covid last year, and I never heard back, so today’s online chat communication was paramount to me moving forward. Hopefully that situation can be rectified. I was also able to set up my online account with HWA so thank you.
Hello Shanna. We are glad your experience with our chat agent was positive. They are always willing to assist our valued customers— and rest assured that any inquiry or request you might have they would be happy to aid you once again. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 29, 2021
Just completed our first claim under this warranty. I am very satisfied with the assistance given by Georgina. Will let you know about the actual service call and repair when it is complete. But so far, so good! The only thing negative I can say is the time it took for replies in chat took more time than I think would be necessary. Maybe working on more than one at a time?
Hello Dorothy. Thank you for letting us know about the positive experience you have with our digital team. The chat agents strive to deliver a quick and smooth process, we are confident your next inquiry or request would meet your expectations. As well, please let us know when the claim is complete. Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 29, 2021
Our oven stopped working a couple of years ago and it turned out to be an electrical problem at the back end of it, so we had to redo the panel and a fuse. The tech was very nice. He misdiagnosed it at first and then, it took a couple of extra weeks to get the thing in, so it was about a three-week process. But he got it all squared away. Having a warranty through Home Warranty of America is good and the reps were helpful and courteous anytime I spoke with them. But sometimes, there’s a lot of troubleshooting. So, when the air conditioner went out, it was two years of figuring out how to make our air conditioner work. Then, it was the same thing for the oven. It takes a little bit to get things fixed but you just have to stay persistent with following up.
Thank you for taking the time to provide us with this great review! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 28, 2021
The rep on the phone from Home Warranty of America was very good and professional but the contractor that they sent me on my last claim was not good. He didn’t do much. He was authorized for a change on my pipe and he didn’t do it.
Thank you, Martha, for taking the time for the review! At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us.
After reviewing the status of your active service order SRO0469120. It appears the Center Guard Plumbing, has received the authorization and approvals to proceed with the repairs. Center Guard Plumbing, should be contacting you to set up your appointment to complete the repairs. If you have not yet heard from them, we will recommend to please reach out to them at 847-406-8883. Thank you once again. If there is anything else we can do to assist you, please reach out to us at our Customer Service Department toll-free number is 1-888-492-7359, and our representatives are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. Have a wonderful weekend!- Mateo/Digital Care
Reviewed March 27, 2021
Submitting the claim to Home Warranty of America might have been good but my overall experience was not good at all. It takes a long time for the service to get rendered. I had a situation where I didn't have the air conditioner for the whole summer because they waited on a part. They need to improve their service as well as that of the contractors.
Good afternoon Philip, thank you for sharing your customer experience and providing us with your feedback. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful weekend! Mateo/Digital Care
Reviewed March 26, 2021
Garbage disposal not working, making a bad noise. Good experience fast answers during the chat employee had knowledge and patience getting my information. we hope the repair will be smooth as creating the claim. We are hoping that the service will not take too long. Thank you. We hope the repair will be smooth as creating the claim. We are hoping that the service will not take too long.
Good afternoon Evelyn, thank you for taking the time to provide us with this great review and feedback! We are proud to be your trusted home warranty provider. Please don't hesitate to contact us by phone or live chat should you need our assistance. Thanks again and have a wonderful weekend! - Mateo/Digital Care
Reviewed March 26, 2021
Georgina was so efficient and handled this matter within minutes. I am grateful for the quick response after a receiving such a headache with the service provider. Georgina was polite and understanding of the issues I had with contacting the service provider and never hearing back from them.
Thank you for the great review and rating Laila! We appreciate your loyalty and trust to HWA for many years. At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us by phone or live chat. Have a wonderful Sunday! - Mateo/Digital Care
Reviewed March 26, 2021
The techs that Home Warranty of America sent out repaired the stove but they didn’t complete the job properly so I had to redo it. Plus, they left a loose connection and I cut the loose wire. The techs got everything squared away this time but they had to come three times for the dishwasher. It had sensor issues and they weren't ordering the right parts. They didn't get it installed all the way back in but I'll take care of that this evening.
Good morning Jeremy, on behalf of HWA, we would like to apologize for the experience you've had. We work hard on customer service so everyone feels they have someone they can rely on. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. Having said that, we want to know if you have had a poor experience with one of our vendors, as we have a dedicated vendor development department that reviews and approves service providers through an extensive process. Occasionally, claims can run a bit longer due to vendor availability during peak season(s). We are sorry to know that you had to wait longer than anticipated, and can understand the frustration of not having a vendor available right away to take care of the issue. If there are any outstanding questions or concerns on any claim, please don't hesitate to contact us. Our Customer Service Department toll-free number is 1-888-492-7359, and our representatives are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. If you prefer, you can also engage with our Live Chat and Social Media department from our website at hwahomewarranty.com. Chat agents and Social Media are available M-F, 8 am-5 pm CST. Thanks again, Jeremy, and we wish you a wonderful weekend! - Mateo/Digital Care
Reviewed March 25, 2021
Georgina was able to help me resolve the issue after verifying my identity. She is extremely polite and patient. She quickly resolved my issue and was able to correct my email address on my profile to get the service company out to look at my issue. Thank you.
Thank you for taking the time to provide us with this great review Alex! We are proud to be your trusted home warranty provider. Please don't hesitate to contact us by phone or live chat should you need our assistance. Thanks again and have a wonderful weekend! Mateo/Digital Care
Reviewed March 25, 2021
The initial customer service was good but my need was severe and the two to three months following were brutal in terms of not being able to get my claim approved. I was three months in the wintertime without heat because it took so long for HWA to get things repaired. The timeframe should be faster with a situation like that. Other than that, the repairs have been all good.
Thank you, Thomas, for taking the time for the review & feedback! At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us. have a wonderful day! - Mateo/Digital Care
Reviewed March 24, 2021
Georgina was a great help in accessing my account. Georgina was able to update my information and reset the account. I appreciate the quick and knowledgeable help to access my account. Thank you so much for all your help today.
Hello Christine. We are glad you had a positive experience with our digital team, they are always more than willing to assist you with any questions or concerns you might have. Please do not hesitate to contact them anytime! Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 24, 2021
I am filing a new claim, when it's not allowed to do online on the website, I chatted with Karla, she is pretty helpful and made claim for me even it's not an available contractor right now, I am waiting for the further information. It's not bad for chat and do the file. Thanks.
Hello Mei. Thank you so much for sharing this positive feedback. The Digital team always tries to exceed our customers' expectations and we are thrilled to know we hit the mark with you. Likewise, rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed March 24, 2021
I've been generally happy with Home Warranty of America. For the most part, I've been able to get a hold of someone pretty quickly when I've called in for service. Last year, we had our AC break and really bad plumbing backup, and I filed claims for both. I had some issues with them and it was more with the servicers. There was a lot of miscommunication. But when I called in, HWA was able to help me. A rep who was super helpful fixed everything for me and got me a different provider. I was happy with the way HWA turned that around. I like the service and it's comparable to everything else I would get.
Thank you for taking the time to provide us with this great review Kristin! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 23, 2021
I had a piping sewer issue and Home Warranty of America didn't find anyone. They don't have enough people that they contract. Being with them has been a hassle. They don't respond nor do they don't call if there's a delay. I have to call them constantly to follow up.
Good morning, Nejra, we truly apologize for the inconvenience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. We are sorry to see that your claim processing time has been longer than we would have hoped, and we regret the frustration that you experienced as a result. We make every attempt to ensure our contracts state terms, including those surrounding vendor selection. Per the terms of the contract, HWA has the sole right to select the authorized repair technician to perform the service. Having said that, we want to know if you have had a poor experience with one of our vendors, as we have a dedicated vendor development department that reviews and approves service providers through an extensive process. Occasionally, claims can run a bit longer due to vendor availability during peak season(s). We are sorry to know that you had to wait longer than anticipated, and can understand the frustration of not having a vendor available right away to take care of the issue. If there are any outstanding questions or concerns on any claim, you could reach us on Social Media, Facebook, or Twitter. Also, you can reach us at live chat Monday-Friday: 7 a.m.-4 p.m. CT. We will be more than happy to assist you with any of your requests. Thank you for your feedback. - Mateo/Digital Care
Reviewed March 22, 2021
Finding somebody to fix our issue has been a problem. Three years in a row, we had to have somebody come at the beginning of fall and at the beginning of spring because our central didn't work right. Trying to get Home Warranty of America to fix things before they get really bad doesn't happen. Also, everybody's busy when it's cold and it takes a week for somebody to get here. HWA also had issues billing my account. My credit union went from one name to another and I forgot to have them change it. But, they didn't notify me they were having a problem for two months. They finally got that straightened out. Still, they need to either call me or send me an email.
Most contractors are okay and we've had a few that we really liked. I was going to switch to another company because I'm not happy with the customer service. But, before I got a chance to go to somebody else, my dryer broke and HWA sent Sears to fix my dryer. Initially, the guy that did the job didn't have a part. He found the needed part, came back the same day, and fixed my dryer. I said, “Well, if they have people like this now, I'll hang around.”
Good morning Karen, on behalf of HWA, please accept our apologies for the customer service experience you had with us. We do not want our customers to experience issues with claims especially at this time of year, we are working hard in bettering the experience for our customers, and I apologize that you’ve had a claim that has not been the process you deserve. We are always looking for ways to better our service, and your feedback is an invaluable part of that process, as we can use it to provide coaching to those involved and improve processes going forward. We appreciate your loyalty and trust in HWA for many years. At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us by phone or live chat. Thank you for your feedback. - Mateo/Digital Care
Reviewed March 21, 2021
We had pretty good service until a claim with our HVAC. It was horrible. It was only partially covered and there was a discrepancy about how much was going to be covered. We were told different things. Then, we didn't hear anything back for several months. It was poor communication. With their customer service, the right hand doesn't know what the left hand is doing. Every time I call, I may get somebody new and the departments don't cross-communicate. Also, the hold times when people are getting information were ridiculous and I would be on hold for 40 to 50 minutes. And there were times where no one followed up with me. We're no longer with HWA.
Good morning Sonia, on behalf of HWA, please accept our apologies for the customer service experience you had with us. We do not want our customers to experience issues with claims especially at this time of year. We are working hard in bettering the experience for our customers, and I apologize that you’ve had a claim that not been the process you deserve. We are always looking for ways to better our service, and your feedback is an invaluable part of that process, as we can use it to provide coaching to those involved and improve processes going forward. Please remember, you can always view your full contract on our website (hwahomewarranty.com) at any time. In an effort to make our contracts as clear and easy to follow as possible, each covered appliance/system section also contains its own list of exclusions, formatted in bold print. If there are ever any questions that we can answer, or make your experience better in any way. Please don't hesitate to contact us at our different options available for you to reach us. Our chat or social media agents are available from M-F, 7 am-4 pm CST. Thanks again, Sonia and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 20, 2021
We've had HWA for three years now. The people they've sent were definitely friendly. But it didn't seem like they were doing a good job. From the times that we‘ve put in claims, we've had disagreements on what would fall under specific categories.
Good day, Eastin, our apologies for the delay in the response. We do not want our customers to experience issues with claims especially at this time of year, we are working hard to bettering the experience for our customers, and I apologize that you’ve had claims that have not been the process you deserve. We are always looking for ways to better our service, and your feedback is an invaluable part of that process, as we can use it to provide coaching to those involved and improve processes going forward. If there is anything else we can do to assist and to make your experience better. Please do not hesitate to contact our customer service toll-free line at 888-492-7359 for further assistance. Thank you once again, we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 19, 2021
The prices have gone up, the website/portal is no longer user friendly, you no longer see your plan or what it covers. I have had HWA for 6 years and it used to be great but now it is downhill. I'm looking elsewhere.
Good morning Erick, we apologies for the inconveniences, If there is anything else we can do to assist you in the future purpose, please do not hesitate to contact us at our toll-free customer service line at 888-492-7359 for any assistance you may need. - Have a wonderful weekend! - Mateo/Digital Care
Reviewed March 19, 2021
Submitting claims is always pretty simple. The only problem that I had was with my air conditioner and HWA did not have anybody in my area to look at it. They told me to find my own vendor. But it wasn't a big deal. It ended up being just the breaker turned off. Other than that, everything’s fine.
Hello Chris. Thank you for sharing this feedback. We are sorry for not being able to secure a service provider in your time of need, and know, HWA is increasing the efforts to affiliate with a variety of service providers to ensure availability to make the process smooth. Although the alternative option was used, we apologize for any inconvenience this caused you. We hope your day goes beyond as you planned. Best regards, Tom/Digital Care.
Reviewed March 18, 2021
Georgina appears to have resolved both issues. She confirmed that the parts were ordered and that Military Air will be reminded. Also, she set up the email for my account (which should have already been there since I first opened the account).
Hello Larry. We are glad you had a positive experience with our digital team, they are always more than willing to assist you with any questions or concerns you might have. Please do not hesitate to contact them anytime! Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 18, 2021
Karla was great in responding and helping get my claim cancelled as the appliance has been fixed. She was very quick with the response and following up on the issue to make sure I am all set with the claim
Thank you for taking the time to provide us with this great review! We are proud to be your trusted home warranty provider. Please don't hesitate to contact us by phone or live chat should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 18, 2021
When I first got the house and did not know anything about a house, I had several things go wrong and I was covered under my warranty. I enjoyed the fact that I had paid not only the monthly fee but the service fee, and they came out and fixed the problems that I have. Also, I've been fairly impressed every single time we've had a tech come out. They've met my expectations. It's been a great experience, so far, and I am very satisfied using HWA. I would recommend them to a friend and if I purchase a home again, I would get them again.
Hello Andrew. We are incredibly grateful that you took the time out to leave us a 5-star review. We work hard to meet expectations like yours— and we are happy to hear we hit the mark with your claim. As well it encourages us to continue improving our processes to always achieve the experience our valuable customer deserved. Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed March 17, 2021
I was having difficulty creating an online account and ended up with a typo in my email address. I used the online chat system and the agent, Karla was able to get me registered with no further problems. Thank you.
Thank you for taking the time to provide us with this great review Marie! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 17, 2021
Karla was very helpful in addressing my problem with another assigned contractor. The contractor was telling me that I needed to contact HWA to ask for appt. I explained to the contractor I never had to call my Warranty company to schedule an appt. She verified that this was incorrect and reassigned me another contractor. She is wonderful!
Hello Nathaniel. Thank you so much for sharing this positive feedback. The Digital team always tries to exceed our customers' expectations and we are thrilled to know we hit the mark with you. Likewise, rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed March 17, 2021
My garbage disposal is on the fritz. Put in a claim. Received email saying cancelled. Got on a chat with Karla and she was a big help. Phone hold time is too long to have customers waiting. Karla immediately found that no contractors in my area were available.
Thank you for taking the time to provide us with this great review Nicole! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful weekend! - Mateo/Digital Care
Reviewed March 17, 2021
When we bought a house last month, we decided to get Home Warranty again because the customer service was decent. I would recommend this company. It's easy and convenient. You just call them and pay the money. Once in a while, I would get someone who is not the best or maybe it's their first day. Other than that, the claim process is simple. They send somebody out sometimes on the same day although sometimes it might take a few days. Usually, if there are delays, it has to do with the third party.
Thank you for taking the time to provide us with this great review and feedback Patrice! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 16, 2021
The claim submission process was very professional and on point. The contractor couldn't make the appointment at that time. The guy was going to be a little bit earlier and they called me and asked me if I could do that. I told them it was okay if he could wait for me and he waited for me. He went up to the attic and it was one of the vents up there. It was open because the AC wasn't working properly. He put a little bit more Freon on the AC and cleaned the outside of it. He left and it's been running very good until now.
Thank you, Pedro, for taking the time for the review and your feedback! At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us at our Customer Service Department toll-free number 1-888-492-7359, and our representatives are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. Thank you once again. Have a wonderful weekend! - Mateo/Digital Care
Reviewed March 16, 2021
I had filed a claim on March 9th but the service provider hadn't contacted me after 7 days. Assistant Karla helped me to get another service provider in less than 5 minutes in a flawless and competent way through chat conversation.
Good morning Gisele, thank you for taking the time to provide us with this great review! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful weekend! - Mateo/Digital Care
Reviewed March 16, 2021
AHS has replaced my furnace for me, which is great, and they got my dryer fixed once too. I currently have a claim with them for the HVAC. I called in on Saturday and I asked them to put on it the same people who did my furnace, Prestige, and they said that they did that. I got on the phone with them today because the people called and said they were trying to put me on the schedule but they don't have all the information. Now, they are working on trying to get that information over but then it might still be another 24 hours. Other than that, AHS does a pretty good job. There's always a wait between every call and every contact, like every other company, but they do a little better than most.
Thank you for taking the time to provide us with this great review and feedback Stephen! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance.
After reviewing the status of your active service order SRO0483006, for your HVAC system, it appears that Prestige Heating & Air, has been assign to the claim. Have you confirmed your appointment? However, if you don't hear from them, please reach out to 843-764-0460 and confirm your appointment. Thank you once again. - Mateo/Digital Care
Reviewed March 15, 2021
She was quick to resolve my issue and was very helpful. She helped me gain access to my online account and reset my password. She was also very professional. It only took one time to resolve this issue. The chat feature is super convenient and I will use it again.
Thank you, Raymond, for taking the time for the review! At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us. Have a wonderful day & weekend! - Mateo/Digital Care
Reviewed March 15, 2021
I receive chat assistance from Georgina today. She was professional, courteous and helpful. She answered all my questions, helped me sign up and helped file a claim for a suspected electric wiring issue in my garage. The overall experience is smooth and positive.
Thank you for taking the time to provide us with this great review Daniel! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day & weekend! - Mateo/Digital Care
Reviewed March 15, 2021
Our contract expires next week. We have not decided whether to renew. We have had both good and bad service from you. Georgina was faster in handling our problem than anyone else has been so far. In less than 10 minutes, she has done more to help us make a decision to renew than anyone else thus far. She is a real asset and should be treasured by your company. We have had very few bad experiences with you, mostly good. But she is the best.
Thank you for taking the time to provide us with this great review Michael! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 15, 2021
So far, so good. I didn't realize that our chest freezer was not on the plan but that's okay. We also had to get our dryer fixed and replaced. It took a little while and having to wait sometimes can be a little bit of an inconvenience. After the time we had the repair guy come out and look at it to getting a replacement was at least a week and a half.
Good day Carol, thank you, for taking the time for the review! At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us. Have a wonderful weekend. - Mateo/Digital Care
Reviewed March 14, 2021
My experience with HWA has been good so far. Whenever I raise a request, it is entertained in two days. I would definitely recommend their services.
Good afternoon Jitin, thank you for taking the time to provide us with this great review! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day and weekend! - Mateo/Digital Care
Reviewed March 14, 2021
We've had a lightning strike that blew out something on an air conditioner, we've had a garbage disposal replaced and we've had a plumber come out for a drain issue. Everything has been fine.
Hello Michael. We are incredibly grateful that you took the time out to leave us a 5-star review— We have worked exhaustless, and we are pleased our efforts resonated with you. Rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed March 14, 2021
Submitting claims has gone pretty well and the contractors are good.
Good day Timothy, we are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful weekend! Mateo/Digital Care
Reviewed March 14, 2021
The first time we submitted a claim to HWA, it did not go well. We had some plumbing issues and I was told it would be taken care of. HWA sent a contractor for me to contact. The techs were high school kids and they were Facetiming the contractor the whole time as they didn't have a clue as to what they were doing. The contractor never followed up with me other than to tell me that he was waiting on HWA to contact me. So, I got tired of waiting and my father-in-law finally fixed the issue for us.
The second time we filed a claim, it wasn't too bad. Our heating unit went out when it was very cold. It was on a weekend and I was able to get somebody to come out and fix it then follow up the claim after it was fixed. That went very smoothly and HWA was very good about following through with that even though we had to get our own contractor. They responded to me quickly.
Hello Julia. We apologize for missing the mark with you. Our sincere desire is to always aim to provide a smooth process on each service request received, that is why we truly value when our customer shared their experience since it essential to be aware where we must increase our efforts to minimize the delays, while at the same time building the highest customer care our homeowners deserved. Therefore, we appreciate you for sharing this feedback. Sincerely, Tom/Digital Care.
Reviewed March 13, 2021
I called them because the billing came with a different name on it and that confused me. Their customer service was fine.
Hello William. We are glad the service provided during your call was positive. If you any questions or concerns, our representatives are prepared and willing to assist you once again. Thank you for the feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed March 13, 2021
They changed out the ice maker and that part was discontinued but they had a similar part. It was not as good but it worked and it was no charge. It was just the deductible. HWA is pretty good on claims. Some took longer and they're goofy with communication. Their online stuff is kind of screwy. They just changed their website and they stopped billing me. It was weird but it's all back to normal now. Other than that, HWA has paid and done everything to our liking.
Hello Joe. Thank you for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure the customer care we attempt to achieve. Although, we apologize for any inconvenience you may experience due to our website. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed March 13, 2021
We're still working on our last claim. We opened it on December 29th for our washing machine. Home Warranty of America called one company out. They came out right away and looked at it. It wasn't clear if the company said they couldn't fix what they thought was wrong with it or if HWA said they wanted a second opinion. It went to another company, Pro-Tech, and claim and it was at the beginning of January when they picked it up. They came out, looked at it, and ordered some parts. HWA would not let them order the parts. HWA ordered the parts. They didn't all come in, and then part of them came in.
After they put all the parts in the washing machine, Pro-Tech told HWA that the transmission was going out in it and that they didn't work on transmissions. So, Pro-Tech closed the claim and said that they were done with it and that either I needed a new washer or a new transmission. HWA then turned around and sent it back to the first company that told them that they couldn’t fix it. The first company declined the claim and wrote a letter to HWA, telling them that the washing machine needed to be replaced because of what was wrong with it. So, they closed that out. Then HWA couldn't find anybody to work on it. We've been waiting two weeks for them to find somebody to work on it because there are not very many people that work with HWA in our area. Another company came out the other day, and now we're waiting again.
I met the first company that came here and they were okay. I also talked to the second company on the phone and they sounded pretty educated on what they were doing. My husband met with the second one and he said that they didn't seem like they really knew a whole lot about what was going on. They were just some fly-by-night people. It's not reputable companies that are coming out.
We've never had issues with Home Warranty of America ever. Then all of a sudden, in the last 12 months, it has been awful. My mom had an even worse experience with HWA. I had to call to whoever I could get on the phone at HWA to get my mom's claim taken care of.
Hello Heather. We truly apologize for the lengthy process you have experience with your washing machine— likewise, thank you for sharing the not-great experience with the service provider since your feedback is essential to know the areas we need to improve. And know, we are increasing our efforts to deliver a smooth process to our valuable customers. Lastly, if you have any additional questions or concerns. Please do not hesitate to contact us through the avenue of your preference. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed March 13, 2021
I've had HWA for a few years since I got my house. Everything was fine during the claims process.
Hello Stacey. Thank you so much for being with us for a few years now! We count ourselves lucky to have customers like you. As well, we are glad everything went fine with the claim process. And rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed March 12, 2021
The contractor who came out for the furnace was great. He explained what was going on and what he needed to do, and he proceeded to fix it. I’ve had Home Warranty of America for the past 11 years and most of the time, it's been beneficial for my furnace or something major that I wanted to save. I can call someone and it's $100. They have to either repair it or replace it.
Hello Juanita. We are thrilled to know you have been with us for eleven years now! We count ourselves lucky to have customers like you. As well it encourages us to continue improving our processes to always achieve the experience our valuable customer deserved. Thank you for taking the time out to share this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed March 12, 2021
Sometimes the workers that have come out have been honest but sometimes I’ve had some workers come out that tell me that I need to get repairs that I don’t need. That’s the only thing that I had an issue with.
Hello Ishmael. We apologize if the experience with the service provider has felt short of expectations— HWA is actively affiliating with a variety of service providers to ensure the highest customer care at every step of the process, that is why we truly appreciate the feedback. Regards, Tom/Digital Care.
Reviewed March 12, 2021
We replaced our refrigerator about a year ago and that went pretty smooth. The technician tried to fix it and the compressor was locked up. He said there was no fixing it and the parts were going to be as much as a new refrigerator. We had to correspond back and forth and it wasn't real easy. But we eventually got a new refrigerator pretty close to the one we had before.
Hello Ernest. We always aim to provide a smooth process and even though you received a new refrigerator, we are sorry for all the hustle you experience— Thank you for the time you took to share this feedback. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed March 12, 2021
The claims process seems decent. But then, we ran into more issues with the people that Home Warranty of America was contracting. They were very unorganized and not very professional. There was a time where we had water going to our closet and onto the main living room and we called but we couldn't even get somebody out here. So, I had to call a commercial plumber and they were able to fix the leak that was happening. By that time, the contractor finally called us but we already had it fixed and we had to spend so much money out of pocket. I tried to do a reimbursement and to my knowledge, I never got anything that said that it was denied. It was just that nothing ever happened from it.
We're honestly thinking about canceling Home Warranty of America because it seemed like they were contracting the lowest bidder type and we weren't getting good quality work out of them. On the other hand, there were one or two times that the contractors were actually very prompt. So the experience wasn't all bad, but we just had more bad than good. The majority of the time, you're dealing with some sketchy people. They weren't uniformed and some of the guys were really unprofessional in the organization. It was frustrating, especially when the situation was an emergency.
Hello Mark. We apologize if the experience with the service provider has felt short of expectations. HWA is actively affiliating with a variety of service providers to ensure the highest customer care at every step of the process, that is why we truly appreciate your feedback. Regarding the reimbursement based on the contract, HWA will not reimburse for services without its prior approval, which we do apologize for not able to assist you with your request. Nevertheless, we hope to have the opportunity to regain the trust and partnership we value so much. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed March 12, 2021
Home Warranty of America's customer service treated me very well when I spoke to them.
Hello Maria. Thank you for ranting us with five-stars! We are glad you have had a positive experience with our representatives, they are always prepared and willing to aid you. We appreciate the feedback. Have a wonderful day and stay safe. Sincerely, Tom/Digital Care
Reviewed March 11, 2021
Needed help logging into my account after registering. Was able to log in with 10 minutes! Lots of help and allowed me to begin utilizing my home warranty account. Now I am able to start making claims for some of my appliances around my new home.
Thank you for taking the time to provide us with this great review Matthew! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 11, 2021
Karla was Professional, Friendly and very efficient and helpful! She solved my issue without any delay and in a short space of time. I would be very pleased to deal with her again as I know she would be very helpful with any enquiry I made.
Hello Guy. We are glad you had a positive experience with our digital team, they are always more than willing to assist you with any questions or concerns you might have. Please do not hesitate to contact them anytime! Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 11, 2021
I just wanted to say that Karla was very friendly and help me with my issue accessing my account online. I have had a problem for over a year, since your website went through a major change, and within a few minutes, Karla had me going again. Thank you very much!!!
Hello Paul. Thank you so much for sharing this encouraging feedback. The Digital team always tries to exceed our customers' expectations and we are thrilled to know we hit the mark with you. Likewise, rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed March 11, 2021
I had a few things go wrong in the house like the HVAC units and the dishwasher. Through the home warranty, I was able to get them fixed. I'm feeling good about HWA. If everything goes well on Monday, I'll be very happy. The tech already came to the house and checked the dryer. He took notes of what parts he needed to order and the order should be coming on Monday to fix.
Hello Nazir. Thank you for ranting us with five-star. We are pleased you have had a positive experience with us, and we hope to continue earning your business leading into the future. Likewise, if you have any additional questions or concerns regarding your claims. Please do not hesitate to contact us, we would be more than glad to assist you. Thank you for the feedback. Regards, Tom/Digital Care.
Reviewed March 11, 2021
It’s easy to file a claim. But whatever the resolution would be is not the easiest. Home Warranty of America tries to do things the least cost-efficient way. To them, it seems cost-efficient, but to the consumer, it doesn’t. It was a well-known problem that this GE profile refrigerator was really cold and all kinds of stuff. When we came home, our refrigerator had turned off while we were at work and all of our food was hot. We called HWA and they sent someone out. A few months later, it did the same thing. Then a month after that, it did the same thing. HWA kept sending someone out and repairing and repairing it. They put $4,000 into this refrigerator when they could have just got a new one. It was frustrating. Because you have hundreds of dollars of groceries in your refrigerator.
One of those time periods, we had to use my little college refrigerator that I still happened to have. And we had a child that was sick and had that antibiotic that had to stay refrigerated. I was so frustrated with HWA because it took four weeks for us to get a new refrigerator. Four weeks for a family of four, without a refrigerator, is ridiculous.
Hello Dana, we appreciate you taking the time to provide your personal experience with us. It's perfectly understandable that you're very upset about the situation taking in a different way. We truly apologize for the delay and inconvenience we may have caused. If there is anything we can do to make your experience better in any way. Please do not hesitate to contact us at our Customer Service Department toll-free number is 1-888-492-7359, and our representatives are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. Thank you once again for your feedback. Have a wonderful day! - Mateo/Digital Care
Reviewed March 11, 2021
We're on our second contract with Home Warranty of American and we've been fairly pleased. Everything has been online and fairly smooth. I've had one issue with a claim not being handled as quickly as the other claims were. But I called, spoke with someone in customer service, and got it pushed along. We've had claims on both our AC units, water heater, garage door, and a couple of parts of our saltwater pool. HWA's warranty is definitely worth the money. Just make sure that you know everything that's covered under your warranty. We've always had really good customer service from the people that they send out to us.
Hello Shannon. Thank you for rating us with five-star! We place our customer experience and satisfaction as one of our top priorities, and your review reaffirms the constant efforts we put in every day. Indeed, it is important to be aware of the coverage of the plan selected to know the amazing benefits HWA has along with the limitations and exclusion. Thank you for the time you took to share this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 11, 2021
The warranty is for a rental property. I had a family in a condo that had two older people, a couple of teenagers, and a baby all living there at the same time. It was really hot and HWA couldn't get anyone out to even look at the unit for a week. So, I went ahead and found someone that could come out and take care of everything. They put in a new air conditioner because the blower fan of the one that was in there before which was like 30 years old was really dirty. The guy told me that I needed to replace the furnace too. It was like an efficiency thing. I ended up doing all that out of pocket, and then I'm still in the process of trying to get reimbursed. The HVAC company doesn't work with home warranty companies, so I'm having to do all that by myself. We got the new stuff in March or April last year so it's coming up on a year that I'm waiting.
I've sent in paperwork or documents that they've requested. Then I'm being asked to resend them, and I spoke to someone on the phone last week about it, and so I did that again, and I still haven't heard. No one's responding. I just want to get reimbursed as much as possible. I know they're gonna nitpick and, obviously, they don't want to give up any money either.
Reviewed March 11, 2021
Home Warranty of America was annoying. They were slow and it’s not the best. At one point, I submitted a claim and it took them two months to respond. It was during the middle of COVID so I get that but a lack of communication in general has been my experience in the few times that I attempted to make a claim. I don't know if HWA is worth it.
Hello Samantha. Our sincere desire is to always aim to provide a smooth process on each service request received— that is why we truly value when our customer shared their experience since it essential to be aware where we must increase our efforts to minimize the delays, while at the same time building the highest customer care our homeowners deserved. Therefore, we appreciate you for this thoughtful and detailed review. Lastly, we apologize for any inconvenience this has caused you. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 10, 2021
Karla was very helpful, got the answer I needed in a timely fashion and got me done fast. She is handling the contacting of the company so I can get my heat/ac back to working order. She went above and beyond for me.
Hello Hearher. The Digital team always attempts to exceed our customers' expectations and we are thrilled to know we hit the mark with you. Likewise, rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for sharing this positive feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed March 10, 2021
I filed a claim for an air conditioner coil and it went alright. The technician was fine. The problem was fixed.
Hello Jonathon. Thank you for the time you took to share this feedback. We are glad everything went fine with your air conditioner. Please do not hesitate to contact us, it would be a pleasure to assist you once again. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed March 10, 2021
I got charged $100 for having contractors come out and look at my dishwasher and tell me there was nothing wrong with it. They said I must have put too much soap in it, which I know I didn't do. They didn’t do anything to it. The tech said that it wasn’t leaking. He was right. Also, Home Warranty of America overcharged me one time and the rep tried to explain it away. He resolved it, but then he was pushy in keeping me on with them when I said I’m unemployed from COVID and I couldn’t afford to pump it. He tried to talk me into it anyway. Other than that, when I have dealt with them, it was quick and easy.
Hello Abigail. It is essential to us whenever our customers shared their experiences because it helps us to have a clear idea of the areas, we need to reinforce our process to deliver unique, easy, and pleasant customer care. Likewise, we apologize if the representative did not use the proper words to address a sensitive matter. Lastly, thank you for the time you took to share this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 10, 2021
I've had some great experience on claims when it came to fixing and replacing some of my appliances but some of the people HWA contracts with aren't the best. When my furnace shut down, the guy that came out told me it wasn't covered. Also, I had a couple of plumbers come over that said they weren't doing the job but that it would cost me 600 bucks.
Hello John. We are glad you have had a positive experience with us; however, we apologize if the experience with the service provider felt short of expectations. HWA is actively affiliating with a variety of service providers to ensure the highest customer care at every step of the process. That is why we truly appreciate your feedback. Lastly, please do not hesitate to contact us, we would be more than glad to assist you once again. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed March 10, 2021
The last claim we had was for our washing machine and that ended up not going so well. It's a Samsung Flexwash with the top loader and a front loader drum on it. The machine itself had three circuit boards in it. One of them went bad and we had two different repair companies come out and look at it. The first company looked at it and they said that it was all of the circuit board but they didn't even take the machine apart. Without analyzing, that's really hard to make that determination. Then we had some challenges with that company where they were really disrespectful.
We had another company come out. This gentleman actually took the machine down, took his multimeter out, ran the currents and figured out it was most likely one of the circuit boards. He did a proper diagnosis. But it was going to take upwards of three months to get the board. So we were going back and forth with Home Warranty of America. What they were trying to do was basically downgrade the quality of the machine. They were giving us a brand that was not quite as good and reduce the capacity on the machine. Then the buyout that they were looking at was half of what it cost to replace the machine. I'm looking for something that has the same compatibilities as ours. If the warranty can't do that, then they need to replace it.
Ultimately, we ended up taking the buyout because we found the same brand with a capacity very close to what we had that was on sale. So we were actually able to replace the washing machine with the buyout. It was still a downgrade. Basically, we lost a lot of the features of the machine, which we figured out that we didn't really use that often anyway.
There were six people in the house. We went without the washing machine from early December to late to mid-January before we had enough. We have four kids. Three of which were still going in-person to school. There were regular outbreaks happening at school and we were at the point where we were washing clothes in the bathtub by hand and then putting them in the dryer to dry.
I'm very dissatisfied with Home Warranty of America. They were so rude to me. There was one point where I would call up, and they would just straight tell me that they couldn't help me. At this point, I've already learned their rules like their customer service rep cannot be on hold for more than three minutes before they have to disconnect. So I would put them on hold and then call them back and get a new representative to emerge the calls. At one point, we had been working with a manager who told me to just call back and request her by name. We would do that and the reps would say that they couldn't transfer us to her and that they were not allowed to do that.
Hello Joseph. First and foremost, we truly apologize for the poor customer service and lengthy process you experience with your washing machine. We attempt to hit the highest standards in every step of the process, and we regret if our actions meant the opposite. Lastly, we hope to have the opportunity to regain the trust we value so much. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed March 10, 2021
I had an oven that was bad and it took me almost three months to get a new one. It was the same for the dishwasher. That was after COVID though. And if I didn't call Home Warranty of America, I wasn't going to get a call. That was a little bit disappointing. I submitted the claims online and it was very easy to do that. That part is intuitive. The website isn't really for people that have a policy. It doesn't give a lot of information. It doesn't give me detailed information about what my policy covers. I had to call to have somebody send me that. I looked all over the website and either it's just not intuitive enough for me and I'm not smart enough to figure it out, which could be the case, or the type of information that I would like to have is not readily available.
When you call HWA, the people are polite and friendly. It's just that it's not consistent information from one person to the next. The first technician I got was very good. But when you look at the feedback online for the other company that HWA seem to go through in Tucson, Arizona, they are the worst company. That was part of the delay as well because I had to call them multiple times. Half the time, they didn't even answer the phone. That happened with the last claim that was put in through my property manager for a house I rent out. They finally got back with HWA and HWA couldn't get in touch with the company either. HWA finally sent a Sears representative out to do the repairs.
HWA got things done. It had just taken a long time. With me having a renter at the house, it concerns me a bit. If something big goes out, like the air conditioner, am I going to end up having to put my tenant up in a hotel because of a delay in response in getting the air conditioner fixed? Tucson, Arizona has a very hot climate and it can be a danger to people that are living there.
Hello Kevin. Our sincere desire is to always aim to provide a smooth process on each service request received, that is why we truly value when our customer shared their experience since it essential to be aware where we must increase our efforts to minimize the delays, while at the same time building the highest customer care our homeowners deserved. Therefore, we appreciate you for this thoughtful and detailed review and we truly apologize for all the hustle and lengthy process you have experienced with us. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed March 9, 2021
Karla with the Home Warranty of America chat service was able to resolve my issue very quickly. I had misplaced my customer account number and hopped on chat to see if they could quickly resolve my issue. It only took five minutes.
Hello Dylan, we are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day & weekend! - Mateo/Digital Care
Reviewed March 9, 2021
Responsive and kind. Got the information I needed to get the air conditioning fixed in a timely manner. I appreciate all the help I received. We have always had a smooth time when Filing a claim with HWA home warranty and will continue to use them in the future.
Hello Todd. We are glad you had a five-star experience— HWA strives to deliver a smooth process and it encourages us to see the effort we put toward in your review. Likewise, please do not hesitate to contact us, it would be pleasant to aid you once again. Thank you for sharing this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed March 9, 2021
There has been a lot of issues with the claims with Home Warranty of America. Sometimes, they get mixed up or the vendor never calls or it's the wrong vendor. With the multiple claims we've had through the years, we usually have more problems than it goes smoothly. Some of the contractors are good but when I have an issue, I call the home warranty. I would like to see that the employees are a little bit more educated. There has been a couple of times where I've called and gotten two different answers.
Hello Stephanie, based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the claim, and we hope to get the chance to provide the customer assistance you deserve. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve. Thank you, Stephanie, if there is ever anything we can do in the future, please do not hesitate to contact us by phone or live chat at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! Mateo/Digital Care
Reviewed March 9, 2021
I had brought up certain things that had all been covered under the plan. HWA had the guy come out. After they reviewed it, I didn't have to use HWA because it was either fixed or solved at that point. For the most part, HWA is reliable as far as answering and helping me out. The people that I did talk to about the claims that I did file were always helpful. If there’s something I need, I know that I can rely on HWA to help me out through the process.
Hello Marcos. We constantly work to provide the best customer care and we are pleased to see that reflected on your claims. Rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are more than willing to help. Thank you for the feedback. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed March 9, 2021
The second time, it took forever to get the payment. It was first reported in September, and I didn't get the payments until last month. It was a lot of back and forth. I ended up getting the money. It just took a little while. It was for a replacement of a dishwasher. The first time went much smoother. Our other experiences were great. One was a service call and payment was prompt. And then, with another, Home Warranty of America sent people right out who then came out the following day, and everything went great. HWA is worth the price.
Hello Alicia. Thank you for the time you took to share this feedback. We apologize for the hustle and lengthy process you experience with your dishwasher. Although we have assisted you promptly And know, we certainly are increasing our efforts to achieve the highest customer service our customers deserved. We hope your day goes beyond as you planned. Best regards, Tom/Digital Care.
Reviewed March 9, 2021
I've been with Home Warranty of America for five years and prior to last year, I had no issues with them. I had considerable problems with them last year. They quit billing me because of a system issue. I had this on an ACH and it wouldn't bill. I didn't find out that this was going on for about three months when I finally called in. They tried to deny me a claim saying I wasn't active. I ended up having to get my rep in. It took us probably four months to finally get them billing me correctly. It went on for about three months then all of a sudden, they quit billing me again. It went on for a good eight, nine months where I had issues with them, either with the billing or getting claims done correctly. If I had to rate them on a 1 to 10 scale, I probably would have given them about a 2.
Thank you for the great review and rating Rick! We appreciate your loyalty and trust to HWA for many years. At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us by phone or live chat. Thank you once again, have wonderful day & weekend! - Mateo/Digital Care
Reviewed March 9, 2021
Home Warranty of America is a great company. I'm sure that wherever we go, we'll probably end up being with them because we carry them on to this home here that we have here in Maryland. Signing up was a breeze. I like that you can go online and choose what features you want or what areas you won't cover. We've been with them for a minute and we've used them a few times. It's an affordable coverage. There are no hassles nor headaches. You call them or you file the claim online, and they get back to you. The customer service is great and it's well worth the money.
Thank you for taking the time to provide us with this great review Margery! We are proud to be your trusted home warranty provider. Please don't hesitate to contact us by phone or live chat should you need our assistance. Thanks again and have a wonderful day & weekend! - Mateo/Digital Care
Reviewed March 8, 2021
Don't have any issues with Karla. She was helpful in giving me information on my claim. That being said - I think you're going to have bigger issues if you don't get this well pump looked at soon! It should not be running this much.
Hello Mark. Thank you for highlighting the effort the chat agent did to deliver the positive experience that they strive for. Nevertheless, we are still working to secure a service provider and you would receive an email with their information as soon as possible. Thank you for the feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed March 8, 2021
The assigned contractor hasn't called me. I tried multiple times to call them directly but no one answers. I asked if I could get assigned another Company. My problem isn't solved yet because there are not available companies but they said they will contact me as soon as they find one available.
Hello Carolina, I truly apologize for the delay in the response and the inconvenience. We truly apologize for the delay and inconvenience of having your Pool/Spa claim repaired. Occasionally, claims can run a bit longer due to vendor availability and potential needs of part and/or replacement orders, however, we strive to ensure that we get our homeowners' units up and running again as quickly as possible. Rest assured, we are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. After reviewing the status of your claim, it appears that we are currently looking to assign a service vendor provider. To move your claim forward, I was wondering, if by any chance do you know or have any service vendor provider contact information, and if you are willing to provide it to us. We will have the team who's in charge of calling the service vendor provider, to confirm if they can work on the claim and the specific item. In the meantime, we will continue searching for service vendor providers, around the area. For quick assistance please contact our Customer Service Department toll-free number at 1-888-492-7359, and our representatives are available from Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. Thank you once again. Have a wonderful weekend!- Mateo/Digital Care
Reviewed March 8, 2021
Karla did all that was needed to resolve my issue with a non functioning dryer. Am awaiting a contractor to diagnose and repair. Karla requested all the necessary information to get to a needed confirmation. She was pleasant and polite.
Hello Timothy. We are incredibly grateful that you took the time out to leave us a 5-star review. Our Digital Team is always prepared and willing to assist our valuable customers with any questions or concerns. Therefore, if you need further assistance do not hesitate to contact us. It would be a pleasure to assist you once again. Thank you for the feedback. Have an enjoyable day and stay safe! Regards, Tom/Digital Care.
Reviewed March 8, 2021
When I first started with HWA, I only had a certain warranty. While I was looking through their warranty and seeing that I could add on extra, I thought that was so cool. I called and added on an extra. They told me, "When you do this, we will automatically withdraw it next year." The new year came around and they took money out of my account for the portion that was included with my home loan. I never gave them that approval and it was kind of difficult to get the money back from them. They said it was in the paperwork but I didn't set myself up for that one whole blow. I still haven't received anything back. I've spoken with the reps and some interactions have been good but some have been horrible. Before all this money situation, everything was okay.
Good morning Shequita, thank you for thanking your time providing us with your feedback. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. If you have other issues, questions, or concerns, don't hesitate to contact the Customer Service Department toll-free number is 1-888-492-7359, and our representatives are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. If you prefer, you can also engage with our Live Chat and Social Media department from our website. Chat agents and Social Media are available M-F, 7 am-4 pm CST. Thanks again, Shequita, and we wish you a wonderful weekend. - Mateo/Digital Care
Reviewed March 8, 2021
Everything that we've reported, we've got it taken care of. The only thing is it takes a little time sometimes. Depending on what it is, I have to wait for the contractor to contact me.
Hello Mary. We are glad to know we have been protecting your household; however, we appreciate the insight regarding our time frames, and know, we certainly are increasing our efforts to minimize it and improve our process as well. Nevertheless, whenever you need to file a claim do not hesitate to contact us, we would be more than glad to assist you once again. Regards, Tom/Digital Care
Reviewed March 8, 2021
Sometime last year, Jack's plumbing came out for the sump pump. The repairman was friendly, good and helpful with questions. Quick service. I’d prefer him as my plumber person if I ever need to call an issue in with Home Warranty of America.
We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day & weekend! - Mateo/Digital Care
Reviewed March 8, 2021
Home Warranty of America has provided great service and it's very valuable for me. The claim submission is perfect and their representatives are very fast. I haven’t had any issues with the contractors and the quality of the work they had done.
Thank you for taking the time to provide us with this great review Ernest! We are proud to be your trusted home warranty provider. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day & Weekend! - Mateo/Digital Care
Reviewed March 8, 2021
Everything is fine with my experience with Home Warranty of America. This is COVID time. Sometimes you place a claim, things don’t go very fast because the contractor will take a lot of time to come to you. But the reps talk to you professionally.
Hello Alfred. Thank you for taking the time to share this feedback. As you mentioned, due to the COVID we are experiencing delays in our process, however, we have increased our efforts to achieve a smooth process our valuable customers deserved. We appreciate your patience throughout this time, and we apologize for any inconvenience this has caused you. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed March 8, 2021
When you talk to their reps, half of them can't understand you and you can't understand them. But they are all right. Sometimes they get the work done, and sometimes they don't. It all depends on who they call out. Sometimes, when they find somebody to come out, some people is good, then some people is not. When they called out Harley’s Heat, the tech did something and never showed back up.
Hello Shavonda, on behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We do not want our customers to experience issues with any of their claims especially at this time of year, we are working hard in bettering the experience for our customers, and I apologize that you’ve had a claim that not been the process you deserve, We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We understand that the mistake was on our end, and it is not a mistake that we take lightly. If there is anything else we can do to assist, please do not hesitate to contact us at our Customer Service Department toll-free number 1-888-492-7359, and our representatives are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. If you prefer, you can also engage with our Live Chat and Social Media department from our website. Chat agents and Social Media are available M-F, 7 am-4 pm CST. Thank you for your feedback, Shavonda, and we wish you a wonderful day & weekend. - Mateo/Digital Care
Reviewed March 7, 2021
I submitted a claim on February 24th and HWA said somebody would call me in a couple of days but nobody ever called me. I called back and they said they couldn't find a contractor in my service area. They went outside my service area and they still couldn't find anybody. They gave me a number of a company out in Illinois and told me I could call the company and set up an appointment. I did and the company said HWA sets up the appointment. I had to call HWA back and they said I have the option to pay the invoice myself and then submit the claim to be reimbursed.
Then, a couple of days ago, somebody called me up who said they were from the appliance repair center. The appliance repair place turned out to be only about five to 10 minutes from my house. HWA could have been a little more thorough the first time in finding somebody. But other than that, it’s good. I’ve used HWA before and they have been great. They're worth it and they're a solid and trustworthy company. I recommend it to all my friends that have homes.
Good morning Wisal, we thank you for taking your time to provide us with your feedback. On behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We do not want our customers to experience issues with claims, we are working hard to bettering the experience for our customers, and I apologize that you’ve had a claim that has not been the process you deserve, We are sorry to see that you had an experience that did not meet your expectations. Our goal is always to provide an outstanding customer experience, from the very first phone call until the resolution of the claim. We are pleased to hear that you are greatly satisfied and look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 7, 2021
I went with HWA for the price. There have been a lot of good things and some bad things.
Thank you, Dawn for taking the time for the review! At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us. Have a nice day & weekend! - Mateo/Digital Care
Reviewed March 7, 2021
Our furnace seemed to have gone out. This is the third time we've had somebody here on it. The last guy that was here said they have to keep fixing it, although the furnace probably needs to go. They should just replace it. They told us that if it goes out again, they will have to put it in. You don't get necessarily the same repairman to come out. So, if it goes to a different one, they have to try to fix it. I was like, "Keep going out."
We had another experience with Home Warranty of America where it took them four months to replace something. They kept telling me my microwave was replaced. But it was still broken. Finally, after five months, we took the cash buyout. It was ridiculous. The same thing, they didn't want to replace it, then when they finally said, "We have somebody," they sent all the parts out, the guy came back, still didn't work, then they were to replace it. I understand COVID was on and they couldn't get the parts. But if we could go to Best Buy, they could just buy it there. But they wanted to order it from their own person.
Hello Susan, on behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We do not want our customers to experience issues with any of their claims especially at this time of year, we are working hard in bettering the experience for our customers, and I apologize that you’ve had a claim that not been the process you deserve, We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We understand that the mistake was on our end, and it is not a mistake that we take lightly. If there is anything else we can do to assist, please do not hesitate to contact us at our Customer Service Department toll-free number 1-888-492-7359, and our representatives are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. If you prefer, you can also engage with our Live Chat and Social Media department from our website. Chat agents and Social Media are available M-F, 7 am-4 pm CST. Thanks again, Susan, and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 7, 2021
I'm not all that happy with Home Warranty of America. We had them at our house in Nashville. Then we got it when we moved up here. When we ended up getting this company when we lived in Nashville, I submitted a claim and I had no issues with having a very professional company come out here in a timely fashion. We moved back to Ohio where we’re originally from, and I've had some shady folks come out through this company who I've had to tell not to come back in my house anymore. They broke my furnace, reconnected it wrong, I had carbon monoxide coming into my house and I had to call another company to come out.
Something broke in our dishwasher and the guy was here for three hours and then he couldn't put the thing back together. He was super nice so I won't fault him for that. But we've got a very expensive Carrier AC unit. The company that Home Warranty of America was sending out here was a local one, and they have very unprofessional folks. They did things wrong. They broke something and when we said, “Hey, here's a company that works on Carriers. Can we please have them come work on this,” Home Warranty of America wouldn't let us. I ended up covering a lot of the cost on my own. This other company put the wrong thermostat on. It didn’t communicate with our unit. It made our air stop working. We asked for the right one. They wouldn't cover it. It’s been a hassle. It's been disappointing.
We've got like a digital high tech kind of thermostat. The company ordered the wrong one. It wasn't a high tech digital. So then they had to wire it to bypass stuff in order to get it to work. Then they tried to say that that's all HWA would cover. I said, “That's not true. That's not the coverage I have.” My coverage is their Diamond plan. It will cover anything. They said, “There's nothing else we can do. Home Warranty of America won't let us.” We ended up contracting our own people. We paid $1,500 to have everything done. We've submitted it to HWA and we've got $300 back.
I wouldn't recommend them to anybody. 90% of the time, when you call there, you're on hold forever. Then you're put on the phone with someone who doesn't speak English. Then when you're put on the phone with that person, they can't help you and they send you to somebody else. My husband, during COVID, was unemployed for eight months, so I was letting him handle some of those calls. He was so frustrated. One thing that I would like improvement on is communication. When I go in to put a service request online, that's quite simple. It's very easy to put in a service request. But then beyond that, it becomes very challenging. Also, I would like to see a vendor list because I feel like I was getting the bottom of the barrel.
Reviewed March 7, 2021
Home Warranty of America warranty was included in the sale of the house. So, it was originally put under the seller’s name. It was a little bit of a pain to change the name on the account. I also still don't have online access for some reason. I've tried recreating the account, but I just find that it's easiest to call them when filing claims. I just tell them the issue and they send someone out within a reasonable amount of time. So the claims submission and having the initial consultation have all been very straightforward
All the technicians have been very professional. We made three different calls and the first two went off without a hitch. The technician came out, performed the work, left, and then everything was good. The second call was for the air conditioner. They had refilled the refrigerant originally, which was really nice that it was included. But we wound up having to have a follow-up call because the air conditioner was leaking. We had to have someone else come out to service it and they said that it needed to be replaced. Depending on how available the parts were, it would probably take three weeks. I was not happy that it was gonna take three weeks. But I understood because it was pandemic and then that wound up taking about six months.
Home Warranty of America kept saying that it was the service provider that requested a particular part and that part was not available. So, they were just waiting for that part to become available. Then, I'd call the service provider and they'd say that the part was just a generic type and it could be anything. They didn't care which part was used but Home Warranty of America picked the particular part that was not available. So, I wound up calling back and forth between them and they kept blaming each other.
After months and months of waiting, I still didn't have it replaced. We had 90-degree days and I was calling Home Warranty of America, and they had no idea what was going on. It was a total nightmare. Then it was getting too cold to do the work. You can't service an air conditioner when it's below freezing. The procurement team did not seem to understand that as long as the tonnage was correct on the A/C, you could pretty much replace it with any air conditioner. They were replacing both the condenser and the coil, so it was not a compatibility issue. They could have literally gone to any model they wanted but something in their process prevented them from finding an alternative solution when the first one proved difficult to locate.
Home Warranty of America failed to provide a solution within a reasonable amount of time. Their internal process was not efficient and competent enough to find another model. We had opted not to do the buyout amount earlier because it would have been probably an extra $500 to $1,000 to have it replaced on our own. We probably spent that on electricity powering our window unit. But Home Warranty of America approved the replacement right away. I’ve read horror stories about other companies not approving a replacement. So I just wished that I would have had taken the buyout and had it replaced right away. Overall, it’s good to have Home Warranty of America.
Reviewed March 7, 2021
Submitted a claim when the furnace was leaking and then a date was arranged for the technician to come out. The technician came out and fixed it.
Thank you, Robert, for taking the time for the review! At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us. - Mateo/Digital care
Reviewed March 6, 2021
HWA sent out the information of the contractor who would be contacting us within 48 hours for our microwave but I never got a contact back from the contractor. I called them after 72 hours and they said that they don't have anything in their system. HWA has to send them over something, which hadn't been done, so I had to call the warranty people back. We got that taken care of and got an appointment scheduled.
The contractor came out with this microwave the first time and the guy said that we needed to order some parts. But they couldn't come back for three weeks. Then, they came in to put the parts in and the guy automatically said they couldn't even mess with it. They talked to the home warranty people to figure out if we were just gonna have them replace it or if they were gonna cut a check. We asked if the old microwave would be removed and we were told all of that would be taken care of. We told them to go ahead and replace it. But then, we got an email and it said that GE will not remove the old microwave. I called and they said it's a totally separate service. HWA didn't give us the correct information. It's been a horrible experience.
Reviewed March 6, 2021
Everything has been going good except for the carport. There’s still a small gap in the back. The contractor put the post on the concrete instead of the ground. So if we ever wanted to do something with our driveway, we couldn’t. We got ahold of Home Warranty of America and we’re still waiting for a call back. It has been at least a month. Other than that, the techs were nice and polite. And every time we called HWA to try to get something done, the contractors came out as soon as they could. I like HWA. That’s why I get it every year, because if something goes wrong, the contractors come out and fix it.
Thank you for the great review and rating! We appreciate your loyalty and trust in HWA for many years. At Home Warranty of America, we strive to meet the needs of all our customers. If there is ever anything we can do in the future, please do not hesitate to contact us by phone or live chat. Have a wonderful day! - Mateo/Digital Care
Reviewed March 6, 2021
We have a dryer that the contractor has been out to fix it twice already. They always say that we're not in the service area. So it's always kind of a hassle for them to even get somebody out here. When the guy came, he had to order a part, and then he never called back to come put the part in. So we kept calling and calling, and the guy kept saying, “Well, we don't service you because we don't service that area.” But he was already been out to my house and collected my money, so he needed to come out and finish what he started. That kind of took a while, too. Some of the people that have come out haven’t been the most efficient or effective.
We had a claim for the dishwasher and the contractor found that it had mold in it, so HWA didn’t cover that. It was a little frustrating. I replaced my refrigerator instead of even calling, because I didn’t want to have to put up with the hassle again. So my husband and I were talking about canceling the warranty because whenever something does go wrong, it's always kind of a hassle to get anything done.
Hello, Suleta, thank you for contacting us and let us know your feedback. On behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We do not want our customers to experience issues with any of their claims especially at this time of year, we are working hard to bettering the experience for our customers, and I apologize that you’ve had a claim that not been the process you deserve, We are always looking for ways to better our service, and your feedback is an invaluable part of that process. As a friendly reminder Please remember, you can always view your full contract on our website (hwahomewarranty.com) at any time. In an effort to make our contracts as clear and easy to follow as possible, each covered appliance/system section also contains its own list of exclusions, formatted in bold print. Please allow us the chance to make it right! If there is anything else we can do to assist, please do not hesitate to contact us at our Customer Service Department toll-free number 1-888-492-7359, and our representatives are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 7 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. If you prefer, you can also engage with our Live Chat and Social Media department from our website. Chat agents and Social Media are available M-F, 7 am-4 pm CST. Thanks again, Suleta, and we wish you a wonderful day! - Mateo/Digital Care
Home Warranty of America Company Information
- Company Name:
- Home Warranty of America
- Website:
- www.hwahomewarranty.com