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 March 6, 2021
I like HWA better than American Home Shield. Based on what I've heard about them from my neighbors, HWA seem to be less complicated and get everything done. Anytime I've needed it, they jumped right on. There was a claim several years ago when we had a place in Florida that we ended up selling. They took care of everything for that. The recent claim was where the refrigerator was leaking. The tech was great. And he showed me some tricks, so I probably won't need him again. It was just where it got clogged up with some vegetables in the drain.
Hello Gary, thank you for taking the time to provide us with your feedback & 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 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
Reviewed March 6, 2021
Home Warranty of America was paid for for the year when I bought the house and I had a good experience, so I just renewed for the second year. Signing up was really good. They were super friendly, kind, and helpful. They have good payment plans and I've enjoyed it so far. I had a claim with them when I first moved in. The contractor had to come over twice because they had to order some parts. But besides that, it was very easy.
Hello Sabrina, 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 5, 2021
This was my 1st time ever using a warranty for a house. And the help I got was great. The agent was really helpful with the whole process. The agent walked me through the process and gave me all the information on the company that will be showing up for service today.
Hello Nicholas. We are pleased to see that you had a 5-Star experience. Our Digital team always attempts to deliver the highest customer care and your review reaffirms the arduous work they strive for. Thank you for the time you took to share the feedback. Have a wonderful day and stay safe! Best regards, Tom/Digital Care.
Reviewed March 5, 2021
The technicians don’t do exactly what they're supposed to do. I want to go somewhere else because I'm really dissatisfied with the technicians they send.
Hello Alberto, 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 claims 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.
After reviewing the status of your service order for the HVAC system. It appears that the service of the claim has been completed. If there is anything else we are missing or are you not happy with it? Please do not hesitate to contact us at. (888) 492-7359 Sales: Monday-Friday: 7 a.m.-8 p.m. Saturday/Sunday: 8 a.m.-5:30 p.m. Claims: Monday-Friday: 7 a.m.-8 p.m. Saturday: 8 a.m.-6 p.m. Sunday: 9 a.m.-5:30 p.m or you can reach us at Live Chat and Social Care: Monday-Friday: 7 a.m.-4 p.m. CT - Mateo/ Digital Care
Reviewed March 5, 2021
Home Warranty of America has been reliable. My experience has been great so far.
Good afternoon Christina, 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 5, 2021
My recent claim with Home Warranty of America was some time last year, around June or July. They were able to take care of them and my needs. The only thing I just want to share about them is the payment ways. For reasons, they take the monthly payment out of my account. Unfortunately, they were not able to take it. They can always go back the next day, or in two days to be able to get the money out of the account so it doesn’t delay the client’s problems. Even if the money was not there, you have to start calling, and then we activate the account again.
I have some other vendors that do that. When they were not able to take it, they go back. They send an email, and they go back the next day to try and take it. But I don’t get emails from them. Or even if I get emails, they say decline. There was money in that account, but it got in there a bit late. That's one thing that they did not do, that I would have the money in the account. But other than that, everything has been perfect.
Thank you for taking the time to provide us with this great review and feedback Olayemi! 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 5, 2021
They haven't wanted to keep up with their side of the agreement and then, they don’t email your contract. It's difficult to even find what services you're paying for. I know to not give up when they're telling me that they're not gonna cover something that is mentioned in the contract. There was a day that I was on the phone with them for six hours, fighting back and forth with their representative because they told us that they weren't gonna cover something that was clearly stated in their contract that they should cover. But we have had pretty good luck with contractors. We've had a handful of claims and there have been a few outliers that weren't as good. But for the most part, the people that they send are pretty good.
Thank you for taking the time to provide us with this great review Christa! 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 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. 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. Chat agents and Social Media are available M-F, 7 am-4 pm CST. Thanks again, Christa, and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 5, 2021
The sales part was good when I initially signed up but the last time I filed a claim, I wasn't happy that's why I didn't want to renew anymore. They didn't want to cover something on my dryer. It cost me like $200 and they would only cover like $25. They say one thing, agree to do something, then they say, “No, we don't do that.” That was a bad experience. I sounded like a guy who was lying.
Hello Nagaratnam, 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 claims 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. For further assistance or any questions you may have, please don't hesitate to contact us at. (888) 492-7359 Sales: Monday-Friday: 7 a.m.-8 p.m. Saturday/Sunday: 8 a.m.-5:30 p.m. Claims: Monday-Friday: 7 a.m.-8 p.m. Saturday: 8 a.m.-6 p.m. Sunday: 9 a.m.-5:30 p.m or you can reach us at Live Chat and Social Care: Monday-Friday: 7 a.m.-4 p.m. CT. Thank you once again Nagaratnam, have a nice day! - Mateo/Digital Care
Reviewed March 5, 2021
Home Warranty of America has been very on top of things. We’re on our second year with them and submitting the claims is pretty easy. We had a water leak and I was disappointed that it wasn’t covered by them one time. But they are very accommodating and understanding. They want to help you when they can and if it’s covered contractually, they get it done. All of their contractors have, on occasion, not been really quick to get back to us. It may take a few days. If something happens in the winter or the summer, everybody else has the same problems so you get in line. The contractors could be great but Home Warranty of America could probably have a few more partnerships.
Hello Eric, 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 4, 2021
We asked for someone to come out and look at the dishwasher and refrigerator but it never happened. Home Warranty of America gave us the name of the contractor close by and they didn't service our area but didn't call and tell us. It was a pretty crappy experience. I canceled our account with HWA. COVID started about the time the stuff started messing up and we just couldn't get anywhere with it. So it wasn't all their fault.
Hello Paula, 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 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 are sad to see that you have canceled your HWA account with us. However, 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. Our Customer Service Department toll-free number is 1-888-492-7359, and our representatives are available Monday -Thursday 8 a.m. – 11:30 p.m., Friday 8 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, 8 am-5 pm CST. Thanks again, Paula, and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 4, 2021
I have one claim, and this is the third time they've come out, and now we're asking for a second opinion on our heater. After the technician came out, we never heard from anybody unless I called them. When I do call HWA, they're very helpful. But last week, we called them and they said they were going to send another man out for a second opinion. We have heard nothing.
Hello Julie, thank you for contacting us and let us know your feedback. We are sorry to hear the waiting period time you have been waiting on getting your claim taken care of. We can certainly understand the frustration you have experienced, and we apologize for the hardship. One of our main goals is to always provide a solution as efficiently as possible while providing the best possible customer experience you deserved.
After reviewing the status of your active service order SRO0113717, for the HVAC system claim. It appears that an approved Contractor has been assigned to work your claim, they are from Neighborly Heating & Cooling, and they will reach out to you within (2 business days) to schedule a time to go out to your home. Or if a contractor has not Contacted, you in 2 business days. Please call the service provider at #951-536-4733. If after leaving a Voicemail, they have not responded to your message in 1 business day, please call us back so that we can determine the next steps. Once the contractor assesses the need, he or she will submit their diagnosis and quote to our company to Authorize the work. Thank you once again, Julie, have a wonderful day! - Mateo/Digital
Reviewed March 4, 2021
Their list of people that work for them should be updated. I called once and I called the people that they recommended to do work for them and the people were not even on the list.
Hello M., we appreciate your feedback. We will work on this matter to provide better assistance in the future needs. If there is anything we can do, 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 8 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, M., and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 4, 2021
The compressor of the AC wasn't working. The technician was pretty helpful, showed up when he said he would, fixed the problem, and went away.
Thank you, Aaron, 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 at our Customer Service Department toll-free number is 1-888-492-7359, and our representative are available Monday -Thursday 7 a.m. – 11:30 p.m., Friday 8 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, Aaron, and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 4, 2021
I usually submit claims online. But lately, I have been doing it over the phone, because let’s say Home Warranty of America sent me a plumber and then I liked him, then I call to select the same plumber. If HWA could improve the website a bit so that I can go and select the previous companies who came to my house, it would be great. Then I will not need to call. I had only one incident that was an issue with communication within HWA. But all in all, the experience is perfect.
Thank you for taking the time to provide us with this great review Ahmed! 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 4, 2021
My claim for an air conditioning issue was good. The service provider was responsive and the process was simple, straightforward and quick. I’ve made previous claims and I had issues with the first couple of claims. When it came time for renewal, I was going to go with another home warranty company but I decided to keep the plan I have with HWA because the things that I wanted covered are already in the plan.
Thank you for the great review and rating Georgia! 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. - Mateo/Digital Care
Reviewed March 3, 2021
I would literally 0/10 recommend this company. I have never had an experience quite like this. My original claim was filed in December and I did not receive "approval" for a new furnace until February. Mind you, this is winter in Minnesota and my furnace wasn't working at all. I obviously went ahead and purchased my own furnace. After I was finally thawed with my new furnace, I attempted to have Home Warranty of America process my buy out information. They stated that they needed confirmation that Ace Heating and Air did not purchase the furnace already. Now were in March. They stated that they sent an email back in February.
Finally I called Ace Heating and Air myself and asked them if they had received an email. SPOILER- they didn't. I then had to reach back out to HWA to have them send "another email" while I'm on the phone with Ace Heating and Air, who by the way were amazing throughout this entire debacle, and have her reply to the HWA person while I was on the phone. It was literally like dealing with children. In summary, I had the worst experience with any company ever and I would not recommend HWA.
Hello Hannah, on behalf of HWA, we 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 in bettering the experience for our customers, and I apologize that you’ve had a claim that is not the process you deserve. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.
After reviewing the status of your active claim witch service order # is SRO0428340, HVAC system unit. It appears that you have been offer wit the buyout option witch will be mail as a standard check. However, if there are still many questions or concerns related to this claim, 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 8 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, Hannah, and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 3, 2021
I had one issue with the refrigerator wherein I called but I didn't realize that Home Warranty of America wouldn't cover that. I had to pay $100 for nothing. The refrigerator smelled bad, but I didn't know there was mold in it. I called and asked questions but it was up to me to know that they wouldn't cover it if there was mold in the refrigerator. I thought when I called and told them what happened, they would know that, “No, we probably don't cover that.” Other than that, it's fine.
Thank you for the review and feedback, Janis! 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. We apologize for any inconvenience we may have caused. We are sorry to hear that there has been confusion regarding what is and is not covered with your warranty. Our goal is always to be as transparent as possible with our homeowners, and we are here to help. 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 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. 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. Chat agents and Social Media are available M-F, 7 am-4 pm CST. Thanks again, Lanis, and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 3, 2021
I've had to file a claim for my washing machine and it was handled fantastic. They were there when they were gonna be and everything was smooth. My experience with them so far has been great.
Thank you for taking the time to provide us with this great review, Joe! 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 3, 2021
It was very hard to get in touch with individuals. They were always rude. When I had questions, always would just short talk me. When I'd try to explain, when I would ask questions, other than leaving me on hold for extended periods of time, just very bad customer service, and not wanting to explain coverages and things like that. I didn't have a good experience with the company, unfortunately. I no longer have the warranty.
Hello Nelson, on behalf of HWA, we 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 in bettering the experience for our customers, and I apologize that you’ve had a claim that is not 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 are sad to see that you will be no longer with us. If there is anything else we can do for your future purposes, please do not hesitate to contact us. Thank you once again, and have a wonderful day! - Mateo/Digital Care
Reviewed March 3, 2021
My recent claim with Home Warranty of America was for a plumbing leak. It went fine. I found a technician that does good work. HWA has a lot of vendors that they use, but a lot of them are no good. They either do a terrible job, or don't even show up for the job. They supplied me with one that does good work. And I've been using him ever since.
Either the online claim filing service doesn't work, or when you call in, you always speak to someone overseas who doesn't understand English that well. You can't get any help. And then when you ask to speak to a supervisor, you speak to another person from overseas who you can't understand. It's a lot of back and forth. So, I have a liaison that I have to reach out to in order to square things away. That is a bit frustrating.
Good morning Dameon, on behalf of HWA, we 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 in bettering the experience for our customers, and I apologize that you’ve had a claim that is not the process you deserve. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Please allow us the chance to make this right. By providing you another option you can reach out to us, as a friendly reminder you can contact our HWA live chat & Social media customer services agent by visiting our site at hwahomewarranty.com. Our representatives are available Monday - Friday 7 A.M – 5:00 P.M. Thank you once again for your time and service, Dameon, have a wonderful day! - Mateo/Digital Care
Reviewed March 3, 2021
The claims process with HWA is a hit or miss on non-essential items. It's fine because there's no real rush but they don't seem as urgent at times. Our furnace is old and we've had issues with it three out of the six years we've been here where it stopped working or needed a new part. One time, we called on a Friday and HWA said a company will call within 24 hours. But it was cold out and we needed heat. I ended up having to call the company directly and luckily, I got an appointment later that day. But without my effort, that would have never happened. That part is frustrating.
Then, we had one on our dryer where it stopped working and HWA said they could get the part but it would take weeks to get here. They offered giving a $30 buyout for that part and it doesn't really make sense. I didn’t think that's the service that we signed up for. Not to say that it's going to be a great deal and we're going to get everything for free. But a $30 credit to buy a new one seemed a little unreasonable.
Also, they get attached to one contracting company that they work with. I've had to push them to get other companies so I can call them myself and try to schedule something, instead of waiting for those companies to answer their email or voicemails and then reach out to me. And it's frustrating that they work with other companies and they're not in charge of scheduling.
Good morning, Zachary, we are sorry to hear the waiting period time you have been waiting on getting your claim taken care of. We can certainly understand the frustration you have experienced, and we apologize for the hardship. One of our main goals is to always provide a solution as efficiently as possible while providing the best possible customer experience, and we regret that this did not happen in your case. If there are still many questions or concerns related to this claim, 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. 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, Zachary, and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 3, 2021
Sometimes, they've done a good job, and other times, it’s been a little challenging. For example, there was a drainage issue where they sent somebody. I paid the deductible and they worked on it. But I didn't feel it was working the way it was working before the issue occurred. When I called them to come and check it, they charged me again, even though I was pretty confident that the issue wasn’t fully resolved. They recently sent me a bill, claiming that I owe them one month payment from December of 2019. Trying to resolve that consumed so much time that I just ended up paying. Every time I call, it’s taking an hour, and it is crazy.
A lot of times, the little issues we've had with drainage or electrical, HWA fixed them without any issues. They're okay for basic services. Their customer service people don't have the power to make decisions a lot of times. When you call, it seems like they're constantly referring to the next person, and that doesn't all go well with the customer service. You want your customer service people to be empowered enough to make a decision with one phone call most of the time.
Good morning, Daniel, we are sorry to hear the waiting period time you have been waiting on getting your claim taken care of. We can certainly understand the frustration you have experienced, and we apologize for the hardship. One of our main goals is to always provide a solution as efficiently as possible while providing the best possible customer experience, and we regret that this did not happen in your case. If there is anything else we can do to assist. 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. Have a wonderful day! - Mateo/Digital Care
Reviewed March 2, 2021
I'm pretty satisfied with all three of my claims. I have replaced three items, and so far, everything been working well. I had a technician to replace my AC wires. For the other two claims, Home Warranty of America gave me a check so I can replace it myself to find my own contractor.
Good morning H., 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 2, 2021
When I call Home Warranty of America, it’s a long wait time. I stay on the phone for 30 minutes. I would be on hold for so long, I would forget who I was talking to. Also, they move too slow. I filed a microwave claim two weeks ago and the woman told me they’ll be out here by the 18th of March. But the contractor is fine.
Good afternoon Annette, thank you for providing us with your feedback. We apologize for the holding time you were waiting on the phone. Please allow us to make things right and provide you the best customer services you deserve. We do see here that you have an appointment scheduled with the service provider to be on site on March 18, 2021. 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 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. Have a wonderful day! - Mateo/Digital Care
Reviewed March 2, 2021
When we signed up at closing, something happened with our payment, which was weird. It didn't go through. We had to go through a process to get it signed back up. And then for renewal, we mailed in a check, but Home Warranty of America didn't get that either. But other than that, we've had good luck with them. The process to submit a claim is easy. Sometimes, the reps aren't always English-speaking so there's a barrier there. Also, a lot of the contractors HWA works with are local people to the area. Professional Plumber, for example, is who came out for our hot water heater. They're a well known, reputable company in the area. That's good to know. My Realtor recommended an HVAC guy, so it's a pain in the ** to get him approved to come out and do the work for that specific situation.
I had a claim on my air conditioning unit and I suspect it's not going to be the first or last claim on that unit. The guy that came out even said the unit is 35 years old and he recommended that it just be replaced. He said, “Dude, you're going to be having a tremendous amount of issues with this.” So, he submitted a recommendation to have that replaced. But HWA didn't want to. “No, let's just fix it.”
When you're talking to a professional, this is what he does and he sees units every day, and he says, “This thing is a freaking dinosaur. You're gonna have ongoing issues,” and HWA's solution was to put a Band-Aid on it rather than to replace it as the professional recommended. Especially in that case, where it was stated that this unit is 35 years old. 35 years is a healthy lifespan. From an insurance standpoint, you would think that replacement would ultimately be the cheaper option instead of having the tech work on it every single summer. But all in all, this service has been good. It's silly if you don't have a home warranty as a homeowner. We’ll always renew ours. If you're talking about the lifespan of your loan, why wouldn't you just pay the $600 a year in case something happens?
Thank you for taking the time to provide us with this great review Justin! 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.
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. You can search the section on Limits and liability #9. 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. 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. Chat agents and Social Media are available M-F, 7 am-4 pm CST. Thanks again, Justin, and we wish you a wonderful day! - Mateo/Digital Care
Reviewed March 2, 2021
Before, submitting claims was a wreck. It would take forever to get through to somebody, and then the issues would be getting a good vendor. I would like quality vendors. But Home Warranty of America recently upgraded to being able to submit claims online.
Hello Elizabeth. We appreciate the time you took to share this feedback. We apologize for not provide you with a straightforward process, and even though the online portal suits your need to file a claim, HWA is actively working to develop new methods to achieve a simple, easy, and high-quality process our valuable homeowners deserved. Nevertheless, if you have any future needs do not hesitate to use our chat feature it is an easy, fast, and simple process to resolve any questions or concerns. Have an enjoyable day and be safe. Regards, Tom/Digital Care.
Reviewed March 2, 2021
Everything's been pretty good, except for this last claim that I put in for the heater. The company showed up but they never called me to tell me what was happening. I had to call four times to finally get somebody to talk to me and tell me that the part’s been backordered, and it should come in this week. Then, they'll reschedule to do the work. So there’s lack of communication. But everybody else has been really good.
Hello Joe, thank you for providing us with your feedback. We do apologize for the inconvenience we may cause. And your feedback will help us know what we need to work on the future purpose. If there is anything we can do to make things right, please do not hesitate to contact us at our toll-free number 888-492-7359. Thank you once again, have a nice day! - Mateo/Digital care
Reviewed March 2, 2021
I'm very happy with Home Warranty of America. Price is very easy, set up with AutoPay. They are very accommodating and helpful. They were very quick to respond when I made a service request as well. It took a little while to get some parts, but other than getting the parts, the repair company came out and fixed it quick.
Thank you, Zakaria, 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. Haver a wonderful rest of your day!- Mateo/Digital Care
Reviewed March 1, 2021
I was having issues trying to submit my claim online, but was unsuccessful. To which then lead me to try the chat service to help with my claim issues. Luis was the one to help me and he was very helpful with submitting my claim for my dishwasher repair. He made the whole process so easy and so quick. I was very pleased with my service today.
Hello Danielle. 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 1, 2021
Home Warranty of America hasn't been great with customer service and response but they eventually honor their commitments. The service calls are convenient and the problems I've had has been when the product need to be replaced. It takes forever. You can’t go without an air conditioner in the summer for three weeks and that's what they did.
Hello Tim, thank you for the time you took to share this feedback. We attempt to achieve a higher standard for ourselves, and we’re so sorry to hear this was not in your interaction with our business. If there is anything we can do to make it right! Please do not hesitate to let us know. Have a wonderful rest of your day today! - Mateo/Digital Care
Reviewed March 1, 2021
HWA is pretty prompt. However, last year, when it was about 110 degrees out, our air conditioner went out on a weekend. They assigned the claim to somebody over an hour away. So they don't do a very good job of finding someone local. Then those people never even called me back until Tuesday. But by that time, I had went and got my own person. Then HWA only gave me a pittance of what I had to pay. So my beef with HWA is when they go to find somebody, they don't look. I like to do business with local people. I live in a small town and I'd like to use those people or at least north of the river people. But they were sending me somebody from out south. They need to check closer at the zip codes, so that the vendors are close by.
I had other claims and the people that they sent out were closer to us. A couple of the vendors called right away and they were like, “Hey, did you check this, this, or this? I'm trying to save you $100,” and they actually did. So those vendors were fine. But the one that really chapped me was the air conditioner vendor. Overall, it's been a good experience.
Hello Janet, thank you for your feedback and let us know the situation. We will work on getting this issue taken care of. We appreciated your feedback. If there is anything else we can do to assist, please do not hesitate to let us know. Have a wonderful day! - Mateo/Digital Care
Reviewed March 1, 2021
I was happy because Home Warranty of America was willing to consider what we suggested. But right now, I'm not too happy with it. It’s difficult to access service in the area where I live. And when I have suggested service suppliers to Home Warranty, they have not considered those and have asked for others who will not service the area where I live. I'm thinking of discontinuing my policy because of this situation.
Other times, I've had good responses. Like when Home Warranty suggested service providers that didn't work out, we made suggestions of those that would, and they went with those. But the last time I put in a request for some service, they wouldn't consider the providers that we offered, knowing that they would be the ones who would respond. But there's still a case that's open because the provider that they suggested won't service our area. I have never even had any follow-up with that case. We've already dealt with it in another way, so it was resolved. But I was disappointed in that response because we know who will actually come out and service our area for different things. And most people don't like to come out here.
Hello Amanda, on behalf of HWA, we 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 in bettering the experience for our customers, and I apologize that you’ve had a claim that is 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 are happy to hear that the issue has been taken care of if there is anything else we can do to assist you. Please do not hesitate to contact us and let us know the situation. - Thank you once again have a wonderful afternoon. - Mateo/Digital Care
Reviewed March 1, 2021
I have received very good service from 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 hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed March 1, 2021
My wife usually submits the claim over the phone, and it does take quite some time to get an answer and approval or have someone come out. Also, the contractors could be a little more professional.
Hello Freddy. 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— And know, we are currently working to minimize the hold time and the approval process. Lastly, if you have any future needs do not hesitate to use our chat feature and it is an easy, fast, and simple process to resolve any questions or concerns. Have an enjoyable day and be safe. Best regards, Tom/Digital Care.
Reviewed Feb. 28, 2021
I thought my garage door had an issue and I called Home Warranty of America. That was a bit frustrating. Somebody was supposed to call me from a garage door company but they never called. I had my stepdad come over but he lives a little bit away and so, he hadn’t been down yet. He just needed to relatch it back up because I lost power. So, it didn't end up being anything. HWA was trying to get it right so it wasn't for a lack of not trying. Maybe the service company was not that great.
Hello Mandi, on behalf of HWA, we 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 in bettering the experience for our customers, and I apologize that you’ve had a claim that is not been the process you deserve. If there is anything we can do to assist you with your future needs, please do not hesitate to contact us at our phone line or live chat. Thank you for your feedback - Mateo/Digital Care
Reviewed Feb. 28, 2021
I've used HWA for the central air conditioning system and they've always gotten whatever the problem was fixed. One time, they sent someone out who didn't seem like a professional HVAC guy. He didn't have a buttload of tools. I ended up contracting him to replace my ductwork which wasn't under warranty. He brought all the ductwork out in a Ford Fiesta. He could barely see out of anything but a square foot of the windshield. There was so much duct work piled in his car. He also stuck his foot through the hole in my garage ceiling once.
Hello William, on behalf of HWA, we 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 in bettering the experience for our customers, and I apologize that you’ve had a claim that is not been the process you deserve with our technicians. If there is anything we can do to make it right! Please do not hesitate to contact us at our phone line or live chat. Thank you for your feedback - Mateo/Digital Care
Reviewed Feb. 28, 2021
I love Home Warranty of America. If something goes wrong around the house, it's 100 bucks for someone to come out and fix it. That seems like a good deal. My water heater went out about two years ago. I called them, paid the 100 bucks, and I got pretty much a new water heater for $100, which was pretty killer. The contractors have been great, super helpful, and very nice. The claims that I had, when they sent out their contractors, they had always resolved the issue the first time around.
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 day! - Mateo/Digital Care
Reviewed Feb. 28, 2021
We recently submitted a claim with Home Warranty of America for the garbage disposal. It was easy. The technician came out and fixed the issue. He was good.
Hello Rahim. 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 Feb. 28, 2021
We've had Home Warranty of America on several houses that we've owned. Recently, we had a leaking issue and HWA sent out a contractor who determined that the fridge needed to be replaced, so HWA replaced it. It was great. We had a crazy experience with the tech. He made a mistake and didn't hook up the waterline properly in the back of the fridge. It ended up causing a leak, which went through the basement ceiling. We called him, he came back, fixed it, it leaked again. And then, he came back and fixed it a third time plus paid someone to repair our basement ceiling. He was excellent as far as taking care of an error that was made.
Thank you for the great review and rating, Brian! 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! Take care. - Mateo/Digital Care
Reviewed Feb. 28, 2021
Submitting claims is hit or miss. When I've had to call for an electrical issue, it was fine and quick. It was fixed. But when it comes to plumbing, the local plumber don't like Home Warranty of America. So, sometimes it's really hard to get a good plumber in here. I have no water for a week because I don't have a good plumber from my warranty.
I did my last claim on my phone and I ended up having to talk to somebody. The rep said she couldn't find any plumbers in my area. I Google searched it and gave her 10 plumbers. Then she used one of them. That part was dumb to me. It was really annoying that I had to find the plumber for them. It's the most stress since it happened during pandemic time. So I had a really bad experience the last time. But I had good experiences too.
Hello Erika, thank you for the time you took to share this feedback. We attempt to achieve a higher standard for ourselves, and we’re so sorry to hear this was not in your interaction with our business. Rest ensure that we are working hard to get every one of our claims taken care of. Please let us know if there is anything else we can do to assists and for future purposes, you can contact us at our toll-free number 888-492-7359 for further assistance or you can reply to us at this channel. Thank you once again have a wonderful day! - Mateo/Digital care
Reviewed Feb. 27, 2021
My experience with Home Warranty of America has been good. The only bad experience that I had was with my sump pump. I wound up paying out of my pocket for 749 and I put the claim in, but they didn't approve it. The company they sent out was looking to make money and do things that wasn’t necessary. I wound up getting a company that the neighborhood recommended. I added to my warranty what I didn't have to make sure that was covered next time.
Hello Milford, on behalf of HWA, we 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 in bettering the experience for our customers, and I apologize that you’ve had a claim that is 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 are sorry to hear that there has been confusion regarding what is and is not covered with your warranty. Our goal is always to be as transparent as possible with our homeowners, and we are here to help. 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. Our Customer Service Department toll-free number is 1-888-492-7359, and our representatives are available Monday -Thursday 8 a.m. – 11:30 p.m., Friday 8 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, 8 am-5 pm CST. Thanks again, Milford, and we wish you a wonderful day!. - Mateo/Digital Care
Reviewed Feb. 27, 2021
The downfall with HWA is that it takes the technicians a week or two to show up. Then, once they find out what's wrong, they go back and order parts, which is another week or longer depending on what's needed. I don't really like that part of the process. But calling someone and getting service set up is very quick. Also, I've had some really good experiences with the contractors and I've had some that were not as good. I've had a few that felt like they had to keep charging me every time they stopped by and they couldn't fix the problem. Then, they started charging me for parts. But lately, the technicians have been pretty good.
Hello Jeffery. 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. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed Feb. 27, 2021
The process is difficult and tedious. I've complained for three years that my AC hasn't been working. They sent someone out and they came up with all kinds of excuses why it was my fault. I was telling them I get my maintenance done every season. I clean my filter every month so there was no reason why there should be an issue. They finally sent another guy last time and he said whoever installed the AC when I had it replaced put it on wrong. By that time, it was damaged so they had to do both inside and outside. It took them April until June till I got AC. I have a sick child who can't get overheated. That was the worst experience ever. I wouldn't recommend HWA mainly because my bill goes up every month. I started out only paying $50 a month and now I'm paying almost $70. I'm trying to figure out why I'm paying so much money when my contract hasn't changed.
Hello Erica, on behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. If there is anything we can do to assist, please do not hesitate to contact us at our toll-free 888-492-7359 or you can visit us at our website hwahomewarranty.com to chat to one with our live chat agent between the time Monday-Friday: 7 A.M.-5 P.M. CT. Thank you, we wish you a wonderful day! - Mateo/Digital Care
Reviewed Feb. 27, 2021
A motor and an air conditioner went out back in the early summer. Having Home Warranty of America gives us peace of mind.
Hello Mike, 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 Feb. 27, 2021
It's easy to submit claims with Home Warranty of America on my phone. Anything I can do on my phone is obviously a time-saver on my end. I renewed the service this year because the two times I used it last year, they were very prompt and professional. I like it.
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 day! - Mateo/Digital Care
Reviewed Feb. 27, 2021
When I purchased my home, Home Warranty of America was part of it. My Realtor told me, and then I renewed it, because my Realtor suggested that I should, which I thought would be beneficial when I submitted my claim for my water heater. It was working fine, and then it started leaking. But then when HWA sent out the vendor or the person who was supposed to come out and fix it, he said that the warranty would not cover it, but he could do it himself on the side and I will just have to pay him directly. That was odd. I was like, "Okay, let me think about it."
I paid him the $60, which is the amount that I'm supposed to pay when they come out. And that is the only amount I'm supposed to pay when I spoke to the rep with HWA. But then they didn't fix it. When I called back again to find out, they were just, "He closed it. He said it got resolved." I said, "He didn't do anything. He just came and told me what I already knew, that it was leaking, and that it may need to get replaced. And he just said the warranty wouldn't cover it and he left." Then told me to send the home inspection, which I don't know where it was. But even if I did it, he would not fix anything. I said, "What's the point if the whole point is for me to note so you can either replace it, fix it, whatever? And so we're not having a home inspection."
I called back, and then the representative said, "With that, we're not going to be able to do anything." And I was like, "I've been here a year. The water heater was working perfectly fine.” I ended up canceling it because it's not gonna benefit me at all. I had a bad experience. I was gonna do one for my electrical panel because it seemed out of date, and some of my lights were going off and I had to go break it. But I was like, "They probably won't even cover that either." So then, I ended up canceling.
Hello Luis, on behalf of HWA, we 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 in bettering the experience for our customers, and I apologize that you’ve had a claim that is 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 are sad to see that you end up canceled your contract. However, if there is anything we can do on your future needs or any questions you may have. 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. Have a wonderful day! - Mateo/Digital Care
Reviewed Feb. 26, 2021
Whenever I had issues during the contract period, HWA found every way to decline each the claims and was unbelievable. I recommend obtaining/fully understanding the blueprint of what is in-scope and what is out-of-scope of coverage in detail fully satisfy, before signing up. Based on my personal experience, I will never recommend HWA to anyone.
Hello Venkatesh. Our sincere desire is to assist our valuable homeowners and we apologize if our actions meant the opposite. Whenever a claim would be filed, we refer to the contract to ensure we do not overlook what is cover and even though HWA covers a variety of items there are as well some limitations and exclusion included in the contract. We hope to have once again the opportunity to rebuild the trust we value. Thank you for the feedback. Regards, Tom/Digital Care
Reviewed Feb. 26, 2021
My washing machine clogged up and the backwater crept into my kitchen sink. It would drain down but it wouldn't stay down for very long because they had running water in the sink and it would start backing up after a while. I had already sent Home Warranty of America $125, which they still have right now. I asked the rep to recommend who would take care of it in Green River and he said, "No. You gotta find a person." So I did a couple of contractors, and they rejected them. But they were licensed and insured. So I ended up getting a person which was guaranteed and had the work done.
When the guy came, he went in there and I told him what was going on and what I thought. He had a snake down in the washing machine. He hit a clog and gooped up stuff. I told him it would back up in the kitchen and it would normally drain out very slowly. He went down there and found two more clogs. So he got it cleaned out and it took him about an hour and a half, but he only charged me for an hour. I told Home Warranty of America what went on and they said, "Well, we didn't okay it, so we're not going to take care of it."
Hello Don, our apologies for the delay in the response. On behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We are sorry to hear that there has been confusion regarding what is and is not covered with your warranty. Our goal is always to be as transparent as possible with our homeowners, and we are here to help. Please remember, you can always view your full contract on our website (www.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. Our Customer Service Department toll-free number is 1-888-492-7359, and our representatives are available Monday -Thursday 8 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, Don, and we wish you a wonderful weekend! - Mateo/Digital Care
Reviewed Feb. 26, 2021
I've been waiting to hear about getting the repair done for the claim I've submitted last week. It needs to get done and I need it. I've had problems with my air conditioning, which is what I'm waiting on. Home Warranty of America hired a company called Speedy Air. There is nothing speedy about Speedy Air. When you call them, most of the time, it either goes unanswered or goes to voicemail. The experience was the same with the appliance company that I had for an appliance repair. They were just slow and hard to get ahold of. I googled the companies and these people were working from their home and it would be a one-man show. I pay a lot of money for the service with Home Warranty of America and I'm not getting professional help. It's frustrating.
Reviewed Feb. 26, 2021
A part on our air conditioner went out. And by the time that we paid a portion of our deductible, there was nothing left to bill Home Warranty of America for. The reps were fine. It was just they couldn't find us somebody to come out soon enough that they approved. Finally, they just said, “Okay, just pick someone and we'll take care of it.” It didn’t end up being very much money.
I don't have a lot of faith that when something goes wrong, I'm going to have somebody come out quickly. I'm a little worried about that. What they do is they say, “Oh, I'll have a plumber call you,” or, “I'll have an HVAC or one of our approved people call you.” And then, it would be days. That is fun in July when you're sweating your butt off in your house. Other than that, they were willing to pay 20-something bucks if we’d end up submitting it to them. We have some older things on our home. But I don't know if we'll keep this warranty much longer. We're going to play it by ear for now.
Hello Susanna, on behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Please allow us the chance to make this right, by providing you the best customer service you deserve. Please do not hesitate to contact us at our toll-free 888-492-7359 or you can visit us at our website hwahomewarranty.com to chat one with our live chat agent between the time Monday-Friday: 7 A.M.-5 P.M. CT. Thank you once again, Susanna, we wish you a wonderful day! - Mateo/Digital Care
Reviewed Feb. 25, 2021
Georgina asked the direct, right questions and collected my responses to provide a succinct summary to submit my claim. I had trouble using the portal and she helped me out. I was not able to select the brand/model for my water heater, so I reached out to virtually chat with someone. Glad it was Georgina. Thank you!
Hello Alexis. Thank you so much for sharing this encouraging and thoughtful 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 Feb. 25, 2021
It was 20 degrees when I called them and I've been waiting since Friday for them to call me. Finally, I had to get the money and pay it myself, and I don't like that. Overall, the communication is good. But I'm getting ready to cancel the contract with them because I can't get anything done with them. I call several times about the same problem and I always have to spend money out of my pocket. So it's not doing me any good to keep that contract. I've been paying them religiously every month for about three years, and I'm real unhappy with the service.
Good morning Dan, our apologies for the delay in the response. On behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. And thank you for taking the time to provide us with some feedback regarding your experience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. If there is anything we can do to assist, please do not hesitate to contact us at our toll-free 888-492-7359 or you can visit us at our website hwahomewarranty.com at our live Chat customer service site. Our agents are available between the time Monday-Friday: 7 A.M.-5 P.M. CT. Thank you once again, Dan, we wish you a wonderful day! - Mateo/Digital Care
Reviewed Feb. 25, 2021
I usually submit claims with Home Warranty of America over the phone. They’re quick. Also, the reps are professional. They used to give me the phone number of the contractors, and I would call myself. HWA is good so far.
Good morning Michelle, 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 Feb. 25, 2021
One of our claims was difficult. It was regarding our toilet and our bathroom. There was a lot of back and forth and it wasn't going to be covered. The only one that Home Warranty of America would cover was not good and the vendor that was working with us said that it was going to break in a day. So, we had to argue back and forth to get the coverage that we wanted. My husband was really aggravated to the point where he wanted to cancel it after that incident. But we're not good at fixing things in our home, so I told him to just keep it in case we'd need it. The people from Home Warranty of America that we talk to first should have more knowledge to help us. But we only really had problems with this one. The other claims we had were fine and really straightforward. The contractors that they partner with have been really good.
We are pleased to hear that you are greatly satisfied D, 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 Feb. 25, 2021
I've experienced a lot of good things about Home Warranty of America. With the claim, I call them and they'd be right on it. What I have to do is pay the $100 and my service is done. I really appreciate that because they've had done services on both of my houses. The quality of the contractor was good. I've been satisfied.
Thank you for your time and the great review! 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 by vising us at our site at hwahomewarranty.com. Have a wonderful day! - Mateo/Digital Care
Reviewed Feb. 24, 2021
Karla was helpful. Would recommend again. She was prompt and assisted with the questions I had. Please continue to allow her to help others. I look forward to working with her again for future claims.
Hello Kenny. Thank you so much for sharing this encouraging and thoughtful 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 Feb. 24, 2021
I got Home Warranty of America when I bought my house and I just kept it 'cause it was cheaper to pay monthly than it was to pay something big that would break. The refrigerator that came with the house broke totally and it couldn't be fixed. So I got a new refrigerator. We also had someone come out to fix something with my plumbing. Everybody that came out was pleasant and easy to deal with.
Hello Rene. We are glad to know we have been there for you in your time of need, and you have had a positive experience with the service provider. Always remember we have a dedicated team prepared and willing to assist you whether to file a claim or with any questions or concerns you might have. Thank you for the feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed Feb. 24, 2021
They've been pretty good and so far, I've had pretty good experience with their technicians. HWA is worthwhile to get for the nitpicky stuff that goes wrong with the house.
Thank you, William, 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 Feb. 24, 2021
Putting through a claim was a little complicated. The first time, I had something wrong with a dishwasher and I had an issue with getting somebody out. We finally got somebody out and then the tech said that they couldn't service it because it didn't have a serial number on it. I wasn't happy about that. I didn't have the serial number because the dishwasher came with the house and I didn't purchase it.
Later down the road, I had an issue with pipe busting in my basement and Home Warranty of America couldn't get a guy out. So, I took it upon myself and got somebody out, and then I just emailed them my receipt and stated that I couldn't wait for them to bring somebody out and I really needed to get it covered. So, they ended up sending me a check for the difference. That was one thing I did appreciate. I also liked that this year they offered a monthly payment plan instead of one lump sum.
Hello Tiffanie. HWA is always seeking ways to assist our valued customers and we are glad the monthly payment suits you perfectly. Although, we are sorry we were not able to assist you with your dishwasher. And know, we are actively improving our process to provide the highest customer care. Thank you for sharing this feedback. Have a wonderful day and be safe! Best regards, Tom/Digital Care.
Reviewed Feb. 23, 2021
I wished for additional information regarding a claim I submitted and Georgina patiently and efficiently assisted me in reviewing my claim and describing the next steps to me. I'm now aware of the process and look forward to future communications regarding my claim.
Hello Joanna. 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 Feb. 23, 2021
One time, HWA sent out a plumber that was fraudulent. He was trying to get our homeowners insurance policy and that he was going to submit our claim for us. We told him we were not doing that. Then we told home warranty about that and they sent out a plumber the same day. So they resolved it real quick. Everyone else has been super professional. HWA is a real reputable company. I'm satisfied with them and I don't plan to go anywhere else with anyone else in the future.
Thank you, Ysidro, 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 by phone or live chat at hwahomewarranty.com. Have a wonderful day today. - Mateo/Digital Care
Reviewed Feb. 23, 2021
Shortly after we moved in, the microwave wouldn't work so we filed a claim with Home Warranty of America. It was easy to do. I was able to do it all online. The experience with the tech who came out was simple and appropriate. It took a second to get the piece in, but it was the next day that he was in and out. Also, I like that I do not have to mess with our warranty every year. It automatically goes into the next year and they'll send an email. It’s very easy to use.
Hello Kaleigh, 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 Feb. 23, 2021
We've had the refrigerator fixed. The fridge is okay in the means that it’s cold and working. But it has been doing some noise since the day that it has been fixed. So I submitted a recall to Home Warranty of America. But the fridge wasn't making the noise at the exact moment the technician came in. So there was, apparently, nothing to fix at that moment. I understood that the technician wasn’t able to do anything else. But he gave me an option to record if the noise was there and then request the technician that originally replaced the part in it because he might be more knowledgeable about what it could be exactly.
Hello Mirna, thank you for let us know your concerns. Please allow us the chance to confirm if the issue with your kitchen refrigerator has been taken care of? Or if still need our assistance. As a friendly reminder you can contact us by phone, live chat, and social media at hwahomewarranty.com should you need our assistance. Thanks again and have a wonderful day! - Mateo/Digital Care
Reviewed Feb. 22, 2021
Seven days ago we were assigned a 5 star rated company to replace our water heater. After learning they have gone out of business we have now been reassigned to a 1 star rated company. Hence the 1 star. FAIL.
Reviewed Feb. 22, 2021
Karla was very quick and so far I can tell accurate with her response and information to me. She was also kind and did not seem to be rushing me to get off the chat in any way. This was a very nice change of pace when it comes to dealing with a customer service rep. Thanks again Karla for being so wonderful.
Hello Michael. We are pleased to see that you had a 5-Star experience. Our Digital team always attempts to deliver the highest customer care and your review reaffirms the arduous work they strive for. Please do not hesitate to contact us, they would be more than glad to aid you once again. Thank you for the time you took to share this feedback. Have a wonderful day and stay safe! Best regards, Tom/Digital Care.
Reviewed Feb. 22, 2021
The tech was fast and able to answer all my question in timely manner. I was pleasantly surprised for I have used many systems and the flow of this setup made this a breeze. I would suggest this tool to other if they have a policy with this company. Thank you again.- Emily T.
Hello Emily. We appreciate you taking the time out to share your experience with us. HWA actively is developing new methods to ensure a simple, easy, and straightforward process. And we are glad we achieved our goal with you. Thank you for the feedback. Have an enjoyable day and be safe. Regards, Tom/Digital Care.
Reviewed Feb. 22, 2021
Submitting a claim is fine. It’s the follow up that’s the problem. The professionalism of the reps was fine. But they didn't have any authority to make decisions or improve the process. It's always something that had to be given to a supervisor or it was always someone else's call. So given what their capabilities are, they weren't really empowered to help customers. They should be more knowledgeable or responsive on the actual status of issues. If there's an issue, I shouldn't have to keep calling Home Warranty of America and getting the contractor involved with various activities. It's never a one time I can call and get something resolved. It’s always follow up. If one contractor said, “Oh, there's something wrong with how this was installed,” they sent someone else out because they need two opinions on the same issue. But it seems to be long and drawn out.
The quality of contractors are not consistent. Some contractors are great, and then some contractors are just as bad. For example, I had a contractor come out and do a repair for the AC unit. Apparently the repair the contractor did, a year later it was broken, and it wasn't installed correctly. So I had to pay for that again even though it was the contractor that Home Warranty of America selected for me.
Reviewed Feb. 22, 2021
The last thing I had fixed was the refrigerator and it was done within a week, depending on the part, where it was coming from, and what type of appliance it was. The claims experience has been very good. The techs all appeared and they seemed to be very friendly, helpful and knowledgeable about their job. I would recommend Home Warranty of America.
Good morning Betty, 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 Feb. 22, 2021
My oven had a part that needed to be replaced and the part was no longer made. The decision is that it’s going to be replaced and it has been in the air with Home Warranty of America for a couple of weeks now. My experience with my other claims has been very similar to that. Most of the time, having Home Warranty of America is not really worth it.
Reviewed Feb. 19, 2021
Karla was very helpful and answered all my questions. She explained everything to me in a clear and concise manner. It was fast and easy to get a hold of an agent for the answers I needed. I am very pleased with Home Warranty of America. I would definitely recommend HWA to my friends and family.
Hello Jennifer. 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 assisting you once again. Likewise, we appreciate for spreading the word about us. Thank you for taking the time to share this feedback. Have an enjoyable day and stay safe! Regards, Tom/Digital Care.
Reviewed Feb. 19, 2021
Karla was a great help with setting up my accounting online. Experience was excellent. HWA is a great services and I would recommend it to my family and friends. Thanks. Thanks again to Karla for her help.
Hello Maria. Thank you for ranting us with five stars! We are thrilled to hear you have a wonderful experience with our chat agents, they are always willing to assist our valuable customers and go the extra mile and your review reaffirms the arduous work they do. Likewise, thank you for spreading the word about the great things we are doing for those we serve. We appreciate your feedback. Have a beautiful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Feb. 19, 2021
Georgina was very helpful getting my online account set up. She was very fast resolving my request. She deserves a raise. My heating system isn't working and it's 16 degrees outside. I hope the service provider is as efficient as Georgina.
Hello Dennis. We are pleased to see that you had a 5-Star experience. Our Digital team always seeks to provide the highest customer service and your review reaffirms the arduous work they strive for. Thank you for the time you took to share the feedback. Have a wonderful day and stay safe! Best regards, Tom/Digital Care.
Reviewed Feb. 18, 2021
Submitted a claim for two leaky bathroom faucets on 2/15. Prior to submitting the claim I explained to a HWA rep in writing that I was concerned with the service fee due to losing my job recently. I asked specifically what is covered by my warranty and the rep explained they covered leaks that was not related to lack of maintenance. I tried to get further understanding of what that meant since I just bought the house but she evaded the question. Due to the fact that I didn’t want the leak to worsen and grow mold I filed the claim. I also filed a claim for lack of heat in my house and concern about my HVAC unit. I have two small children so heat is very important.
I was assigned WJA Construction Electrical and Plumbing for the leaks and Capital City Heating Air and Electric for the HVAC. While on the phone with the rep I told them that WJA Construction has 1 star ratings and I was concerned about having a plumber come into my home during the pandemic when the reviews stated they had no follow up or had to make several visits due to incompetency. The agent explained that I needed to let them give me the diagnosis and if they can’t cover the repair they would pay for someone else to fix the leaks. I said fine.
After I hung up I looked up the HVAC company and they were PERMANENTLY closed. In that moment I knew that HWA would rip me off. I called back and canceled the HVAC claim and told them I would find someone else to come and look at it. Unfortunately the plumbing appointment had already been scheduled. Bryan from WJA Construction arrived the next day 2/16 and told the leaks were due to high water pressure and HWA would call to schedule the repair appointment later that day. I didn’t hear back from HWA so I just called this evening 2/17 and was told they wouldn’t cover the claim because it’s “secondary”. The person who was supposed to call me had a “high call volume” so she didn’t get around to it. I’m now out of $75 and have to hire an actual plumber! Scam artists!
Hello Cynthia. We are sorry to hear how your claims have unfolded. Our representatives attempt to provide as many details as possible, however, to fully be aware of the main reason for the issue, we must send an authorized service provider, and is not until the diagnosis is received, that we can determine if it is eligible for coverage, otherwise depending on the scenario it can be difficult to ensure if it is eligible for coverage, the reason why in the contract, customer service section 3 states, the trade call fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed excluded or denied under your contract. Regarding the star ranting, we certainly are aware that this is used to have an idea or perspective on how the company image is to a specific group of customers, nonetheless, if for some reason a homeowner is either unsatisfied or had an unpleasant experience we take it seriously, and we proceed to take measures in the situation. Nevertheless, our sincere desire is to whenever a homeowner file a claim be a simple, easy, and effortless process, and we certainly apologize because this was not a reflection of what we strive and believe for. Lastly, we hope to have the opportunity to rebuild the trust and partnership we value so much. Sincerely, Tom/Digital Care.
Reviewed Feb. 16, 2021
Thank you for the user-friendly process. All agents I have spoken to whether via chat or on the phone have made this seamless and easy. The website was simple and straight-forward to navigate and the customer service I received was fast and solved my problems.
Hello Kyazia. Thank you so much for ranting us with five stars! We always aim to provide a smooth process, and it pleases us to know our exhaustless work was reflected in your experience. 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 Feb. 15, 2021
Please stay away!!! I have opened two claims and there is no support from HWA. I have been paying $48 monthly and I decided to quit since I had to fix and paid from my pocket. Once you open a claim they will tell you they cannot find the technicians. You will get an option to look for a professional service on your own. The end the story is they will not to cover your expenses. The worst experience ever! My recommendation is find someone local. HWA is based in Philippines and they have no clue.
Hello Maciek. We are sorry that your experience fell short of expectations. We indeed strive to hit a higher customer service than what you have shared in your review. Including the exhaustless work, HWA put toward affiliating with a variety of service providers, and we apologize despite those efforts we were not able to secure one in your times of need. Likewise, we regret if the necessary information was not provided to fully clarify how the alternative option of using your vendor works based on the terms and conditions within the contract. Even though the account is already canceled, we hope to have the opportunity once again in a near future to rebuild the trust we value so much. Have a wonderful day and be safe. Regards, Tom/Digital Care
Reviewed Feb. 15, 2021
The agent was great. What wasn't great is that the company they gave me was some guy's cell phone who was drunk at 10am and had no clue what I was talking about but the biggest hvac company in the area is not listed under their approved providers so I had to go and take care of it on my own.
Hello Adi. Thank you for rating us with five stars despite the fact you had an unpleasant experience with the service provider, HWA strives to provide the highest customer satisfaction at every step of the process and we are sorry to hear about this poorly situation. If you still remember the name of the technician, please let us know to escalated and avoid this happen again. Likewise, we are actively in the process of affiliating with a variety of service providers and hopefully, we would be able to add more Companies. We truly appreciate bringing this to our attention. Have a wonderful day and be safe! Best wishes, Tom/Digital Care.
Reviewed Feb. 15, 2021
Karla was very helpful in filing two claims via your website chat feature, since the automated claim entry system did not appear to be working properly. I had to file a claim related to two HVAC units as well as a Pool Filter.
Hello Richard. Thank you for taking the time out to share this positive feedback. Our chat agents actively seek to provide a simple, easy, and effortlessly process and we are glad we hit the mark with you. Likewise, we appreciate you for letting us know about our online platform. Please remember we are more than willing to assist you once again. Regards, Tom/Digital Care.
Reviewed Feb. 12, 2021
Luis was very helpful and answered all my questions, very professional and patient. Gave me all the information I needed to update my contract and claims contacts, sent me a copy of my contract and reset my password to access my account successfully, verified I had all the information I needed.
Hello Esther. 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 assisting you once again. Thank you for taking the time to share this feedback. Have an enjoyable day and stay safe! Regards, Tom/Digital Care.
Reviewed Feb. 12, 2021
In chat, Karla confirmed an update to my policy auto-renew status that the portal itself was not showing. I appreciate that she was there as an option to do so! Thanks to her assistance, I was able to receive the assurance I desired that what I was told in verbal conversation with HWA phone support was verified by a second source, and one that could be documented as-well. Thanks again for Karla's help!
Hello Frank. Thank you for ranting us with five stars! We are thrilled to hear you have a wonderful experience with our chat agents, they are always willing to assist our valuable customers and go the extra mile and your review reaffirms the arduous work they do. We appreciate your feedback. Have a beautiful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Feb. 11, 2021
Chatted with Karla who was able get me assigned to a local company to come out and repair/replace my Hot Water Heater. Karla helped me to locate what was needed to file the necessary claim. She was totally helpful so image that she is a very qualified person as well as valued..! Thank You..!
Good afternoon William, 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 Feb. 9, 2021
Failure to post contract coverage information to the portion of the consumer portal dedicated to "Policy Details" and forcing me to contact an actual human to receive this critical information is inexcusable. The chat agent was also the ONLY competent person of the three HWA personnel with whom I interacted in search of this basic information. I will actively recommend to anyone in search of a Home Warranty to avoid HWA at all costs as having the worst customer service in the industry. Have a nice day.
Good afternoon, Daniel! Thank you for leaving us this exceptional review based on your firsthand experiences with our company. I'm sorry to hear about your experience, this is not what we are trying to reflect as a company, seeing your claims and contract and realizing that you've felt the need to go and file more complaints, is not what we want our customers to do, however, we understand your position, and I would like to apologize for everything you've gone through and in every claim, our goal is to provide a solution that solves the problem for our customer, if the claim is still unresolved, please do not hesitate to let us know. We are here to help and provide you the best customer service you and our customers deserve. - Mateo
Reviewed Feb. 8, 2021
We used Home Warranty of American (HWA) in North Carolina and had some slow but good experiences with them. So when we purchased our house in Pennsylvania we figured we would continue using them for the new home. The experience has been terrible and frustrating. On December 13th our furnace stopped working and we put in the claim to HWA. For the next several days HWA sent our claim to contractor after contractor. All of the contractors (at least 5 different contractors) that they provided either did not service our area, were out of business, or were too busy to accept the job.
Per HWA they were unable to provide a contractor so we now had the option to find our own and they would reimburse us. We found a contractor, they found many things wrong with our unit and for the home’s safety recommended that we get a new furnace. I discussed this with HWA and they said that they would reimburse us for this work as long as we provided a diagnosis and an invoice showing the worked had been completed and paid in full.
In January, our furnace was installed. I emailed as instructed the diagnosis and the paid-in-full invoice for $7600. On January 12th, I got a call that they will reimburse us a $1000. I told them that this was unacceptable. They explained that it was because we used our own contractor. I asked to speak to a supervisor as this offer was unacceptable because we did not choose to use our own contractor – we had to because HWA could not find a contractor. They told me a supervisor would call me in 24-72 hours. On January 14th, a supervisor did call me; unfortunately, I missed her call. On January 14th, returned her call by calling the standard 800# and put in another request for the supervisor to call me back (this is a long process – as if starting from scratch every time you call in).
By January 21st, I still had not heard back from the supervisor and called again. At this time they connected me with a supervisor. The supervisor told me that they needed more information from the contractor in order to provide a better reimbursement. I talked to my contractor and they stated that they could call HWA and discuss the install with them. My contractor and HWA connected and on January 26th HWA called me to tell me that they again could only reimburse me $1000. Again I told them that this was unacceptable and asked for a manager to call me back. They stated that the manager would call me in 24 hours. I waited 1 week and never received a call.
On February 2nd, I called back and again discussed the entire situation with customer service then was transferred to a customer relations department. The customer relations department stated that there wasn’t a manager that I could speak to and the $1000 was their only offer (We had reached the highest level of the company).
At this time my husband and I were both involved and we then were transferred then to the customer retention department, also known as the cancelation department. The customer retention department reviewed our account again and we discussed that we needed to speak to some higher in the company to discuss our problem. This agent is now sending our account and claim information to his supervisor or manager. He has stated that we will hear from the supervisor/manager in 24 hours. We gave the manager until February 8th to call us and we heard nothing from them. We called HWA again an still were unable to reach a manager. This is absolutely ridiculous that we are being penalized because the company could not uphold their own contract and provide a contractor for our furnace. I would not recommend this company anymore. Very disappointing.
Reviewed Feb. 4, 2021
I needed clarification on my coverage and needed to file a claim. I got the assistance I needed. I'm now waiting on a vendor to reach out to me regarding a day and time to come service my septic tank.
Hello Shaundra. Thank you for ranting us with five stars! We are thrilled to hear you have a wonderful experience with our customer service, they are always willing to assist our valuable customers and go the extra mile and your review reaffirms the arduous work they do. We appreciate your feedback. Have a beautiful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Feb. 3, 2021
Had a bathroom faucet leaking and wasn't sure if it was covered under my policy. Karla was very helpful and answered all my questions. I have been very pleased with Home Warranty of America and will tell all my friends.
Hello Cheri. We always aim to provide a smooth process, and it pleases us to know our exhaustless work was reflected in your review. As well it encourages us to continue improving our processes to always achieve the experience our valuable customer deserved. Thank you for your feedback and for spreading the word about the great things we are doing for those we serve. Regards, Tom/Digital Care.
Reviewed Feb. 2, 2021
Luis was very helpful with helping me access my account and assisting with my claim today: The issue began this morning, the furnace turns on initially but isn't making the transition to blow out warm air. It stays in an "idle" state issue began this morning, the furnace turns on initially but isn't making the transition to blow out warm air. It stays in an "idle" state.
Hello Bo. Thank you for the time you took to share this feedback. We are glad our digital team was able to aid you as you deserved while he was filing your claim. Likewise, if you have any additional questions or concerns, please do not hesitate to contact us, we have a dedicated team willing to assist you once again. Regards, Tom/Digital Care.
Reviewed Feb. 2, 2021
Am very frustrated client. This is my 3rd month without a heater which went out end of November, thanks to your poor customer service, and the inefficiency of your contractors., Per what I was repeatedly informed, the local company contracted was not submitting the required diagnostic despite being phone calls or emails. Their noncovered cost was too high, and when I requested buy out, they took their time to release the information needed. I repeatedly asked for a manager to call me but never happened. Another local company sent for a second opinion in, 2nd week of January, and they submitted everything. HWA called me last week and told me they will purchase the equipment and send it to the local company, that I have to pay a non-covered cost, again higher than was quoted before the 2nd contractor was sent, and that should take 2 working days from Thursday.
I called today, and whoever I spoke to, there are no updates, and that it typically takes 5 working days. My frustration is that no follow up was done, I had to call multiple times, I don't have a contract with any of your inefficient contractors, and do not understand why I am suffering because of them. It's winter, I couldn't afford a hotel, I have minor children in the house and had to have friends (whom I referred to HWA) to keep them. Just to give credit, this was my first issue with you which was not resolved timely, with the worst customer service ever. So how long does it take to replace a heater? And after what time do you consider putting your clients in a hotel if you cannot provide services, and the home is not habitable? What does it take to have a manager return a phone call?
Hello Lucie. Thank you for the time you took to bring this to our attention. We actively work exhaustively to provide a straightforward experience. And we are sorry for all the hustle you have going through with this claim. After verifying in the system, it shows we were able to find the parts to do the repairs, reason why you received already a call, normally it takes 3 to 5 business days after the service provider received the parts. However, we truly apologize for all you and your loved ones had faced! Likewise, regarding the callback, sadly, we have been facing difficulty due to the increasing Volume of calls to maintain a response quickly like we normally do. However, we indeed have been increasing our efforts to ensure callbacks as many as we possibly can. We genuinely appreciate your patience while we resolve it. If you have any additional questions or concerns, please do not hesitate to contact us. We would be more than glad to aid you. Sincerely, Tom/Digital Care.
Reviewed Feb. 2, 2021
The agent was very helpful in correcting the new account contact info that was missing and set up my online portal account for me. Very responsive and informative to my questions and concerns. The agent was glad to assist me with all issues.
Hello Steven. We are pleased to see that you had a 5-Star experience. Our Digital team always seeks to provide the highest customer service and your review reaffirms the arduous work they strive for. Thank you for the time you took to share the feedback. Have a wonderful day and stay safe! Best regards, Tom/Digital Care.
Reviewed Feb. 2, 2021
I have a great experience with the chat agent. I am a little shocked that I will have to wait 2 days with no furnace in the dead of winter, but that is not the agent's fault. I want to believe when I purchase a home warranty that I will not have to come out of pocket when it come times to use the warranty. I paid over 500.00 dollars to purchase this warranty back in July, now that it is time to use it I may have to spend another 500? I don't see the purpose of the the initial purchase. I was advised that I will pay 100 service fee, then I will have to wait to see if what the tech says is the problem is "covered" under the plan. I was not expecting this at all...
Reviewed Jan. 29, 2021
My experience is they've been dishonest, they avoid addressing the issue with you. They hire contractors that knowingly can't do they work, but he show up anyway to collect the $100 and you are back to square one having to look for your own contractor. HWA prefers it because they don't have to pay out. The offshore customer support tries to help, but there's a huge communication barrier. HWA should prohibit this type of behavior, but they don't. I Reported to the Attorney General and BBB. My advice is to steer clear of this company.
Hello Theresa. Firstly, please accept our sincere apologies for the awful experience you faced with this claim. HWA always is seeking to ensure a smooth process including with the service provider assigned. That is why we truly appreciate bringing this to our attention, since your feedback is highly valued, to minimize the odds of recurring this incident. Furthermore, as the Concierge team explains to you, at your earliest convenience send us a copy of the check to make you a TCF refund. Lastly, we hope to have the opportunity to rebuild the trust we value so much. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 28, 2021
I was having trouble getting into my account so I used the online chat. It worked very well and within a few minutes Georgy was able to have me all set up with a new account login. She was very quick and knowledgeable.
Hello Lynda. Our digital teams always aim to provide a smooth experience, and it pleases us to know the exhaustless work they do was reflected in your review. Thank you for sharing this encouraging feedback. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 27, 2021
The first time I used the warranty in January 2019, the experience was awful. it was an absolute joke and the customer service rep and I were screaming at one another. They kept referring me to a service provider that couldn't service my home because of the type of appliance I had. The rep wasn't understanding that the company they were referring me to could not help. Then things progressively got better. My second and third claims were flawless. I've renewed with Home Warranty of America two times. The last time I renewed was a bit cumbersome. I signed up to auto-renew but they didn't complete that function. So, I had to call. Other than that, for what I pay as an annual premium I'm getting the peace of mind that you pay for.
Hello Ryan. We are thrilled to know you have renewed with us two times now! Even though at first the experience felt short of expectations, HWA strives to always reinforce our process and your review reaffirms the exhaust work we put toward. As well, we hope to continue to earn your business leading into the future. Thank you for the feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 26, 2021
Luis was very helpful and friendly! He quickly got me back into my account and even helped me file two new claims. I hope he is given a promotion soon and make sure it comes with a raise! Stay safe Luis.
Hello Jimi. Thank you for ranting us with five stars! We are thrilled to hear you have a wonderful experience with our Digital Team, they are always willing to aid our customers and go the extra mile and your review reaffirms the amazing work they have done. Surely, we will congratulate Luis. We appreciate the feedback. Have a beautiful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 26, 2021
Hello, This is my first home purchase and thus, my first home warranty company. Georgina was patient and kind enough to walk me through the entire process of setting up my account, filing my first claim, and addressing any questions I had regarding protocol. Big love from Houston!
Hello Andrew. We are incredibly grateful that you took the time out to leave us a 5-star review. Likewise, we are glad you have a positive customer service experience with our Digital Team, they are always prepared and willing to assist our valuable homeowners with any questions or concerns. Therefore, if you need further assistance do not hesitate to contact us. It would be a pleasure assisting you once again. Thank you for the feedback. Have a wonderful day and stay safe! Sincerely, Tom/Digital Care.
Reviewed Jan. 25, 2021
Found the online chat with Karla very easy, she had an answer to my need for a serviceman very quickly. But she also found that local servicemen were not available in my area, but expanded her search to get my problem resolved as soon as possible.
Hello Marguerite. We are pleased to see that you had a 5-Star experience. Our Digital team always seeks to provide the highest customer service and your review reaffirms the hard work they strive for. Thank you for the time you took to share the feedback. Have a wonderful day and stay safe! Best regards, Tom/Digital Care.
Reviewed Jan. 24, 2021
I used to be with American Home Shield and HWA has been a shade better, depending on the situation. Sometimes, putting in a claim can be a little confusing. I had a situation for a plumber to come out for my hot water heater. I got the runaround. They said they were going to send somebody else out and it'd be over the weekend. I stayed home a whole day. I called back and they said they were gonna send someone else. No one else was ever contacted as far as another vendor. It was over a holiday. I waited two, three more days outside of when the call was originally put in. I felt lied to and strung along in that whole process.
HWA could follow through and honor the policy. They could choose reputable vendors to kind of take the guesswork. I had a claim I put in for ductwork. They gave it to a vendor that doesn't do ductwork. This claim, now, it’s been over a month and nobody ever got back to me but I was told that they'll have another vendor get in touch. They need to do what they say they’d do and offer what they say they offer for what people are paying. This warranty is $600 a year. Also, I spoke to someone on the phone and gave her my information so she could do an auto-debit but I got a letter two weeks later that I owe a payment so I went ahead and made the payment manually. Then I got the next piece of mail saying my warranty is canceled. They need to get it together. There's something off.
Hello Tracey. We apologize for the hustle and lengthy process you had experience with these two claims. We certainly strive to hit a higher customer service than what you had described in your review. Sadly, despite the representative's attempt to do the payments, the system did not make the payments, causing unnecessary delays. Nevertheless, after confirming your statements that the payment was processed, please contact us to assist you and resolve this matter promptly. Once again, we are sorry for delivering a poor experience. Regards, Tom/Digital Care.
Reviewed Jan. 24, 2021
This is the first time I've had a horrible experience. I had put in a claim because I had three toilets that weren't working. We had one functioning toilet and the whole family was here. HWA said they'd put a rush on it and get someone out. However, the vendor never contacted me. I had to contact them four times. They never showed up. Finally, on the day after the holiday, I called. I got a call back on Tuesday. I said we needed to change the vendor so they got me another person. They said, "We're busy right now. We can come out but it's going to be some time.” They said it would be the Tuesday after. There we were two weeks into it and I still didn't have my toilets fixed.
During this whole time, the first person, Connie's Plumbing, never came back in. Then finally, the second person said, "You have to pay two deductibles." I shouldn't have to pay two deductibles. It's one time I reported all this. This is all happening at around the same time. That's what they had told Connie's Plumbing. It was going to be a $100 fee.
I got another email prior to the plumbing people, Universal Plumbing, coming out saying, “We have switched it again back to Connie's Plumbing.” I had no idea what was going on. I was at work and my husband said Universal Plumbing was in the driveway. I told him to get them inside. He said they were saying $200. By that time, I left work and rushed home. I said, "Sir, it's only supposed to be $100." The guy said, "No, ma'am, this is what they said. You'll have to fight it out with the plumbing people." Because they already had finished their service, I paid it. He said, "Call the home warranty company and you should be reimbursed if that's what they said." I'm still waiting, to date, to hear from anyone from HWA.
Other than that, I've never had a problem with HWA. It's a very simple process to put a claim through. It's just finding a person to come out and do it. They have a very limited list on the selection. As far as vendors go, it's a recurring problem. We do live in a small town and there are only so many that sign on for home warranty things so that is an issue.
Reviewed Jan. 23, 2021
I signed up with Home Warranty of America three years ago. I've had two claims on them. They did a great job on one of them but the other one took way longer. No one knew what was going on and I had a different person every time and they could never find the notes about it. So I had to go through the whole story over and over again to different people and it was a lot of time on the phone calls. It was frustrating. But the people I spoke to on the phone were always friendly, kind, and very sympathetic. They tried to be very patient. But I hate that I can never get a manager. This is before the pandemic hit. They don't have a manager. They have to forward you to somebody.
My fridge went out last January and I didn't get the check ‘til September. It was insane. So don't expect that you're gonna get the appliance replaced right away. In the end, I did get the money. It just took way too long and I was always the one having to follow up. But when you call them for repairs, they are good about trying to get somebody out there to fix the problem quickly. So, HWA has saved me a lot of money and has been a blessing to have. I'm very glad I have it.
Hello Maya. Thank you for being with us for three years now! We are thankful for amazing customers like you. However, even though the fridge claim was completed, we truly apologize for all the hustle and frustration you faced during the process. And know, HWA is increasing our efforts to always provide a smooth process and we value this feedback since it is essential to that process. Lastly, we are glad for your kind words. Have a beautiful day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 23, 2021
When I bought my home, I paid for a year in advance 'cause that was how they set it up. When it came time for me to renew it, I changed the payment plan and it's monthly. I called them because they had not taken anything from my account yet and I was wondering when was the first payment going to take place. They were very courteous and helpful with that.
Hello Evelyn. Thank you for renewing with us! We count ourselves lucky for customers like you. We are glad we were able to set properly the monthly payment on your account. Likewise, we hope our business relationships will lead into the future. Have a beautiful day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 22, 2021
Service providers are not consistently the best but for the most part they are good. When calling the home warranty company for the initial claim, make sure you are familiar with the aspect of the contract you want service on and be clear on the claim request. Otherwise your claim can be denied.
Hello Jenny. Thank you for your feedback. HWA attempts to provide the highest customer care in every step of the process, including a positive experience with our service provider and we truly appreciate bringing this to our attention. Since it helps us to know where we should increase our efforts. Likewise, as you mention it is essential that our homeowners be aware of what is covered under the contract to avoid a misperception about what and how HWA works. Rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are ready to help. We hope your day goes beyond as you planned. Regards, Tom/Digital Care
Reviewed Jan. 22, 2021
I had always stuck with HWA because I've had great experiences always. They had offered great service whenever we had a claim. Back then, it was super easy to file a claim. I'd do it and someone would come out. The representatives were good to work with. Now, it's gotten pretty terrible. I bought a new house when I moved to Missouri and I had a warranty on it for the last two years. I needed to make a claim ‘cause my air conditioning unit had stopped working. At first, they started sending out some really horrible vendors who didn't do anything but put more freon in my system even though I had a leak. I was paying $100 service call for someone to come in, put some freon in and walk out when that wasn't the problem.
After that was done, I told them they gotta send someone else. The vendor they picked first never even showed. I had to wait a month before they would select someone else to come out. When that person came out, the claim looked like it was fine but they wouldn't approve the part and get the part to me for well over two to three months. Plus, I had to pay for extra stuff that HWA didn't cover. I did the math and if I didn't have the warranty and just paid cash, I probably would have paid the same amount and I probably wouldn't have waited three months to have air conditioning in my house. I would have had it almost immediately.
Trying to get people on the phone was horrendous. I could never speak to a manager. I was talking to the claims rep and I was never going anywhere. I told him also that I didn't want to continue with my service based on how bad my experience was. They said that was not a problem. Then they tried auto billing me on a credit card that was expired. I'm not continuing on with them because it is not the same service that it was when I started with them over a decade ago. I used to recommend them all the time. I can't now.
Hello Ryan. Please accept our sincere apologies for the unpleasant and frustrated experience you had with your Air Conditioner. We strive to provide a straightforward process and we regret to hear we missed the mark in every step of the process. Including the difficulties, you encountered to speak directly with a manager or related with the glitch the system had with the automatic billing process. Sadly, we hope to have once again the opportunity to rebuild the trust you had in us. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 22, 2021
We have been with Home Warranty for about 6 years and have not had a problem until last year when they refused to pay for a service call. We needed a plumber for our kitchen sink. The plumber came out, said he didn't have the tools to fix the sink and would come back the next day. When he didn't show up, I called Home Warranty and was advised that he wasn't coming back because we had messed up the sink.
Hello Lorraine. We are sorry for the horrible experience you had with the kitchen sink. Our homeowners are very valuable, and we regret if our actions meant the opposite. We thank you for bringing this to our attention and reinforce the process to avoid this awful experience ever again. Nevertheless, we hope to have the opportunity to rebuild the trust and partnership it means a lot to us. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 21, 2021
I have experienced trouble getting service calls. Often the people they send do lackluster performance or do not call you at all. The account set up has my spouse's name misspelled. I will probably not renew contract.
Reviewed Jan. 21, 2021
I've submitted three claims to Home Warranty of America and the submission process was easy. Everything has been fine with my experience with them.
Hello Marcus. Thank you for sharing this feedback. We have worked exhaustless, and we are pleased our efforts resonated with you. As well it motivates us to keep seeking ways to ensure a smooth process. Nonetheless, always keep in mind that we have a dedicated team prepared to assist you anytime! Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed Jan. 20, 2021
Home Warranty of America has superb service. The representatives that I've spoken to when filing claims have all been pleasant and the process was easy. The technicians that came out have all been professional as well.
Hello Alicia. Thank you for rating us with five stars! 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 sharing this feedback. We hope to continue to earn your business leading into the future. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 20, 2021
My team and I sold over 25 million dollars in real estate in 2020 and according to our clients feedback and our personal experience HWA will scam you and do their best to avoid helping you. Big Scammers. I purchased a plan for my property and after filling my claim for HVAC in winter time it took them 45 days to send a contractor out that canceled and when we hired a licensed contractor for the repairs because no one could live in the house they told us they will not cover that and told us we should have waited for them. Currently talking to attorneys to take legal action.
Hello Mahan. We apologize for the unpleasant situation you and your loved ones faced during this HVAC claim. However, throughout this claim, we attempted to aid you, which is why was handled by our Concierge Department where the reason was explaining to you clarifying why HWA was not able to approve the claim. Nevertheless, we hope to have the opportunity to rebuild the trust we value so much. Likewise, if you still have any additional questions or concerns, please do not hesitate to reach out to us. It would be a pleasure to assist you once again. Sincerely, Tom/Digital Care.
Reviewed Jan. 20, 2021
We put in a claim for an oven control panel replacement. The submission process was relatively easy and we had service out within a week. The service was positive. It was quick and easy. Technicians had to take the control panel from the oven and sent it for repair. We didn't have a controller for the main oven and only had a stovetop. The oven has been good after the repair.
Hello Troy. We are pleased everything was quick and easy with your oven. It encourages us to constantly develop new methods to obtain the highest customer care we attempt. Thank you for sharing this feedback. Likewise, remember you can connect with us by either calling us or through our chat feature. We would be more than glad to assist you. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 20, 2021
It was good signing up with Home Warranty of America. They followed through with it and for the most part, they fixed the stuff that were broken. I had a second bathtub leak and the company that I had before found every reason not to fix it. I was with them for eight years and with the amount of money I put into it, they couldn’t even fix my tub. When I went to HWA, they fixed it. It was last year but the leak got worse. There were a few things that I needed HWA to fix and they fixed it all at the same time.
The house is going to be 100 years old next year. The good thing is that HWA came in for a sink that was leaking. I've lived here for 15 years and the leak has gotten worse over time. The previous company patched it badly. The repair guys from HWA came in and removed the valve. Whenever you do that, you have to put a new part in because it was from the 70's. They ended up getting in the wall on the other side, then they put that whole part in the back to be able to put a new faucet in the front. They had to put a new valve in, which was nice of them. With the money you put into it, they’ll still be there for you if you need them.
Hello Melody. We are thrilled to know whenever you have had to file a claim with us, it ends with a positive experience. Since 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 sharing this wonderful feedback. We hope your day goes beyond as you planned. Regards, Tom/Digital Care.
Reviewed Jan. 19, 2021
I have had Home Warranty of America for nine years and I recommend it if you have an older home. The contractors did good work and everything was satisfactory.
Hello David. Thank you so much for being with us for nine 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 to share this feedback. Lastly, we hope your day goes beyond as you planned. Sincerely, Tom/Digital Care.
Reviewed Jan. 19, 2021
The first claim, we had an AC issue. They sent somebody out to fix it. It was a minor issue. The turnaround was quick on that one. The second time, the same air conditioner screwed up. It was brutal because we were walking into summer. Couldn't be in the house. We had to sit in my truck with the AC and hang out. It was two and a half months before the COVID thing. And they just kept going back and forth. They kept sending different people. They didn't like the people's quotes, even though they were sending those people.
I had negative feedback from those people about Home Warranty paying them on time. One of them actually turned down the job that was approved. It took six and a half months to get my AC fixed on that one, and we had to keep calling them. At the end of it, they went ahead and replaced the entire unit. And then something with the heat solenoid messed up outside on the outside unit a couple of months later, but they had turned that one around quickly as well. It was frustrating, but they got it done.
The technicians that were sent out were awesome. The second one with the AC, he just seemed like he was trying to get over on the warranty company. I'm pretty sure that was why his claim was denied. But the other ones, especially one particularly, were super professional. They corresponded. They interacted with us. They made sure to schedule immediately. And they had all kinds of updates via text and email while they were on the way out. We were very informed.
Once HWA finds a good company that does the same thing, they should utilize that company for the same customer. So for instance, every time I need something fixed to my air conditioner, which is the main issue I have at the house, they send a different company. Any previous knowledge doesn't get handed off very well. If it's the same company and they got a good review from them, if they got a good price from them, use the same company.
Hello Nick. Even though we were able to aid you with your Air Conditioner, we certainly strive to hit a higher level of customer care, involving the service provider experience. Therefore, we apologize for all the hustle and frustration you faced throughout these claims. And we certainly appreciate you for bringing this to our attention. An interesting insight is the system uses an algorithm to assign the service provider with the earliest availability causing it not be able to assign the same technician every time, attempting to minimize the waiting period to our homeowners. However, we are actively finding ways to improve and your opinion is crucial to us, we genuinely appreciate you for sharing this thoughtful-valuable review. Have a beautiful day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 19, 2021
Sometimes, the people that Home Warranty of American sends are not the best. Somebody tried to bill a whole lot for something that was just simple. Other than that, claims I've had have been fairly simple. It couldn't hurt to get HWA.
Hello Tiffany. Thank you for the feedback. It is essential to us whenever our customers share their experiences, since it helps us to have a clear idea of the areas, we need to reinforce our process to deliver unique customer care. Although, we are glad you have had a positive experience with us. And know, there is a dedicated team available to be reached anytime you need them. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed Jan. 18, 2021
Submitting a claim with Home Warranty of America has usually been very easy. I prefer a human voice. The customer service is generally quick. Sometimes, it takes a little more time to get a vendor. Also, HWA should improve the prices. Other than that, every time we’ve had a vendor out, they have been excellent. Some better than others, but on the whole, they have all been very good.
Hello Carol. Thank you for leaving us this feedback. It is encouraging to hear you have had positive experience with our service. Your opinion is valued greatly, and it helps us to improve the customer care our homeowners deserved. We hope your day goes beyond as you planned. Sincerely, Tom/Digital Care.
Reviewed Jan. 18, 2021
They have a very long hold time and service was being delayed because of refused payment for the service to be done.
Hello Jessica. We are sorry for the long waiting period to be attended by our representatives. Sadly, we have been facing difficulty due to the increasing Volume of calls to maintain a response quickly like we normally do. However, we indeed have been increasing our efforts to minimize this hold time, and we truly appreciate your patience while we resolved it. Likewise, if you have any further questions or concerns, we have as well our chat feature to provide you with the latest update while you go through your busy schedule. Thank you for this valuable feedback. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 18, 2021
I have not had the most pleasant experience with Home Warranty of America. The biggest issue that we had is my AC unit went out. We have a dual unit, so it controls the heat and the AC. It took almost four months, in southern Arkansas, to get that fixed. I was straight-up lied to, being told that Home Warranty of America had not received anything from the technician. The technician sat in my living room and called them so he could show me that he had been reaching out. He started cc’ing me in all emails.
It got to the point where I started Facebook searching, Google searching, whatever I could, for direct emails. And I finally got ahold of Sarah. It wasn't until I got ahold of her and told her that I was ready to get a lawyer. I had started speaking to people because it was getting ridiculous. Only then did it get taken care of. It was the end of February to the end of June with no heat, no AC. And I had a four- and two-year-old. That was just one of the problems I've had.
After speaking with Sarah and getting it all taken care of, she ended up getting ahold of everybody, getting it approved. Because the main holdup was the approvals department. They were waiting on it to be approved. The original issue was I would submit a work order, and it was magically disappearing from the system. I would call in to the call center, and I spoke to some of the rudest customer service people I have ever spoken to in my life. Finally, after I got her information, I just went directly to her. She got it squared away. It still took three weeks after talking to her. I understand things take time, especially during COVID.
Since my unit was so old, the heat pump had to be replaced, too. And then, they tried to charge me for the heat pump. I have had a work order out for my dishwasher for almost a month now, and I noticed it has magically disappeared again. So, I've been without a dishwasher for a month, which isn't as bad as your heat or AC. I have tried to reach out but the wait times are over an hour. I can't necessarily sit on the phone for an hour. I cancelled my yearly and we do month-to-month, mainly because I'm ready to cancel at any time.
Hello Sarah. Firstly, please accept our apologies for all the hustle and frustration you experience with your Air Conditioner. We attempt to hit the highest standards in every step of the process, and we regret our actions meant the opposite. Furthermore, regarding your dishwasher, despite the incident with the system, we are glad a service provider is already assigned and know we are increasing our efforts to resolve any glitch that is causing delays and inconveniences. Likewise, If you have any additional questions or concerns, you can either call us or use our chat feature to provide you with the latest update while you go through your busy schedule. Thank you for bringing this to our attention. Have a beautiful day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 17, 2021
I call up HWA and tell them I got a problem when I submit a claim. Then, they assign a local person to come and deal with the problem. A couple of times the local person would not follow up well or in a timely fashion but I would call HWA back and they would give me somebody else. They're not in charge of the people that they give you but if you have a problem with one, they don't hesitate to give you another.
Hello Charles. It is a pleasure to hear whenever you had an inconvenience, we have been there for you. Including if it is related to the service provider assigned. Since 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 taking the time to share this feedback. Have an enjoyable day and be safe! Best regards, Tom/Digital Care.
Reviewed Jan. 17, 2021
My most recent claim with Home Warranty of America was HVAC work and submitting that was good. I had an issue with the emergency drain line. The tech was prompt. Quality service. It was a good experience. He had to come back two days later. He had to order a part. So far, so good.
Hello Joshua. We appreciate you taking the time out to share your experience with us. It pleases to hear the efforts we have put toward to provide the highest customer care was reflected in your experience. We hope to continue to earn your business leading into the future. Have a beautiful day and be safe. Best wishes, Tom/Digital Care.
Reviewed Jan. 17, 2021
The customer service seemed pretty nice. I give them my information, tell them what's going on, and they take care of it. Is it immediate? No. Do I have to ask them or call back and basically tell them what was going on? Yes. And the vendor’s the same thing. Then the technicians come in and repair if they have to. The work is fine. However, a lot of times, I have to call them back. As of right now, I'm waiting for a service call. I had to call them because they never called yesterday. The guy said he was gonna call me back today and he hasn’t. There should be improvement on the companies that HWA hires or refers us to. They’re not the most reliable. That is the biggest complaint. I know what kind of reimbursements they get. About six months ago, my dishwasher broke, and it took about three months to get it all settled. HWA had to send me a payment. But like everything else, it is what it is. At least I got the money in the end. I'm somewhat satisfied with HWA.
Hello Greg. Thank you for sharing this valuable feedback. Even though we have been able to aid you in your times of need, we certainly strive to hit a higher level of customer care, involving the service provider experience. And we certainly appreciate you for bringing this to our attention. Nonetheless, please accept our apologies for any inconvenience you had experienced during a claim process. Have a beautiful day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 16, 2021
The buttons on the oven, like the power button and the temperature control, wouldn’t work consistently. The guy that came out looked at it and tried to fix it, and said it needed a new part. Then, HWA called in and said the part wasn't available anymore. We got the option to get a certain amount of money or pick a particular new oven, and we chose the money so that we could buy a different one that we wanted. It's been pretty seamless.
Hello Stacey. We are incredibly grateful that you took the time out to leave us a 5-star review. HWA always aims to provide a smooth process, and it pleases us to know our exhaustless work was reflected in your review. As well, we have a wonderful team willing to assist you whether you need to report an emergency, make a claim, or simply ask a question. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed Jan. 16, 2021
We have a claim that is open now. It’s a plumbing claim. Home Warranty of America sent someone, but there is a part that has to be installed that will be done soon. We also had HWA send out a contractor for an HVAC type of issue. They seemed to do a good job. They were polite and quick. Everything is fine.
Hello Ashely. It is a pleasure to hear you have had a positive experience with us. HWA works arduously to meet expectations like yours, and we are happy to hear we hit the mark with your claim. Thank you for sharing this feedback. Have a wonderful day and be safe! Regards, Tom/Digital Care.
Reviewed Jan. 16, 2021
I was trying to get a different warranty company and got Home Warranty of America so I went ahead and used it. The guy was nice when I signed up and HWA seems like a good enough company.
Hello Deborah. We are pleased to see that you had a 5-Star experience! Likewise, we thank you for choosing us to be your warranty company. Rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are ready to help. Have a beautiful day and stay safe. Best wishes, Tom/Digital Care.
Reviewed Jan. 15, 2021
I had reached out a couple times to different technicians about warranty work and always had good experiences with them but it didn’t feel like things had been followed through, I ended the chat with Georgina feeling like I had been understood and listened to. I feel as if my problems had been taken seriously and not just fluffed over with nice words.
Hello Erin. Thank you for rating us with five stars! We are glad we were able to reflect one of our goals, which is beyond using fancy words, it is seeking ways to move the claim forward while we take seriously each inconvenience our valuable customers are facing. Thank you for the feedback. And rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are ready to help. Have an enjoyable day and be safe. Best wishes, Tom/Digital Care.
Reviewed Jan. 15, 2021
My wife and I have called them, asking about the other stuff that they have, like for electrical and for pipes outside the house, but nobody returned a call. I left them a message that if I don't hear from them then I'm going to cancel them and go with somebody else. I'm very upset. Nobody calls us back and gives us any information about what we're paying for, or they're supposed to send us some literature. But when I've had a claim, they've been real good. I've only had one bad person come out but the rest of the contractors have been really good.
Reviewed Jan. 15, 2021
The technicians were okay when they came out except one time for the refrigerator. The first company said that somehow, Home Warranty canceled on them, saying not to come out. That wasn't the situation. When I called back, Home Warranty assigned me to Sears, thinking that my refrigerator was still under warranty with them, which it wasn't. I had the Sears guy in my home who said it was a collect call. In other words, he had to collect money. Then he said he couldn't do anything with the refrigerator. Whatever was done to it made sure that the warranty wasn't in effect. I kept telling him that it was never under warranty with Sears. I got on the phone with Home Warranty and they said that I should not pay them anything and that they had contacted their supervisor. Home Warranty dealt with the situation. But then, I had this dude who refused to leave my house.
I'm having a problem with my billing and I need the accounting to call me. They're not taking the money out on the automatic draft, which they're supposed to. They said there was a glitch in the system and it was somehow sent to paper billing. It suspended my account. Then my year ‘19 contract was over October of 19th. I looked back on my records and saw that they didn't take out the September, that was why it looked like there was a payment left from the year ‘19. They took the money out without my authorization of a double-payment of which I didn’t owe them for the December before. My year 20 started in January and they should have taken it out in December and they didn’t because of the system. They can't just take out money without letting me know they're doing it.
I spoke with Maria on 1/11 and I called back again on the 14th. Then, I called again on the 18th. I'm still waiting for a callback. The last guy that I talked to was not nice. Then I've been trying to get a supervisor since the 11th, and it's probably because of the COVID situation that I can't get. When I'm calling in, they were saying it should have hit my bank. I have Chase Morgan and it's fast, so it's not a problem with my bank. They're not doing what they need to do. I'm not happy right now. Since they're not getting back to me with the accounting, I'm thinking on going with another company. If they would do that and resolve this issue, then I might stay with them because it's a pain to have to switch to another one. Then if they're not going to be taking my money out when I tell them to and I'm having to call in all the time, I might as well be calling in. But I don't want to do that because I'm old and I don't want to forget to pay it.
Hello Pamela. We are sorry for the unpleasant inconveniences you have experienced with us. We certainly aim to provide a higher, simpler, and effortless process, whatever request is by our homeowners. However, as you mention we apologize as well for not notified you of the automatic payment that was processed to bring your account update. After verifying in the system, even though the representative intends to clarify the questions and concerns you had if any further questions came out, please do not hesitate to contact us, we would be more than glad to aid you once again. Thank you for sharing this feedback since it is essential to be aware of the areas we must reinforce our process. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 15, 2021
I had a good experience signing up with Home Warranty of America and it's cool that you pay 45 and whatever breaks, if it's not emergency, it gets fixed. But for something big like a water heater, the timing is not helpful especially when you have tenants in the property. I had an issue and I needed to fix it. They said that they would get back to me in a week. In the end, I had to pay to fix the water heater.
Hello Tyniesha. Thank you for taking the time to share this feedback. HWA is always looking to affiliate with a variety of service providers and being prepared for any unexpected situation might occur to our homeowners, unfortunately, due to the pandemic we have faced delays in our process, and we apologize for not being able to provide a smooth process. Nonetheless, we appreciate you for bringing this to our attention and know we will increase our efforts to improve our process. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 14, 2021
Terrible customer service. I needed to get my washing machine repaired and a company was sent to me that made it even worse. They left me with 20 gallons of water in my front loading washing machine. It damaged my hardwood floors. HWA insisted on sending the same company out for further evaluation of my machine or charging me another 100 service fee to send another company. Unacceptable. It costs more to repair the damage they create than just paying for new appliances. If it was the first time, maybe I could let it pass.
Two years ago they sent someone to repair my dishwasher. The repairman couldn't figure it out and had to ask my dad to help him. I expressed my concerns to customer service at HWA and they told me that if he made things worse I need to use my homeowners insurance to repair damages. Needless to say, I still don't use my dishwasher. I felt like HWA had no interest at all in helping me. Please save your money or go to a different warranty company.
Hello Amanda. Please accept our sincere apologies for the unpleasant experience you had with your washing machine! We certainly strive to hit a higher customer service than what you had described in your review. Although you already canceled your policy, hopefully in the near future we would have the opportunity to rebuild your trust providing a higher customer care we aim for our valuable homeowner. Nonetheless, once again we are sorry for anything this has caused you. Sincerely, Tom/Digital Care.
Reviewed Jan. 14, 2021
It was difficult to send in a claim because everybody we spoke to was in Guatemala, and sometimes it was kind of hard to communicate with them. With one plumbing issue that we had, we ended up with three plumbers. They called different companies and didn't cancel. So that was a little confusing. But generally, I'm satisfied with HWA. They've done what we've asked them to do and they charge a reasonable amount. It's $70 every time somebody comes out and the people they call seem to be knowledgeable and take care of the problems.
Hello Russell. We are glad most of your claims have been a satisfied experience, however, one of our goals is to always strive to provide a straightforward process. And your review encourages us to continue improving our processes to achieve this goal. Thank you for sharing this feedback. Have an enjoyable day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 14, 2021
I noticed that with any real issues that I've had, HWA hasn't serviced that. My water heater was down a few times, and my AC system too. Each time I tried getting a supplier, it was a headache. I fixed them myself, and they worked again. When I had a crack in my toilet, they wouldn't cover it because they said it was homeowner abuse. For the bigger issues, they wouldn’t cover it. It wouldn’t be up to my standard. I guess the suppliers weren't being paid a fair amount so most of them weren’t interested in actually servicing. I figured it was just a waste of money and so I cancelled it.
Hello Meir. 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. It is sad to hear your experience fell short of expectations. However, in the near future, we hope to have the opportunity to rebuild the trust we value so much. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 14, 2021
I mostly do claims online and the website needs to be improved significantly. It's like 1990. It needs to be more user-friendly. I can't even pull up my policy through there, so I have to go look for it.
Hello Sandra. We are always seeking ways to provide outstanding customer service, reason why we are increasing our efforts to optimize our platform adding more features while at the same time being user-friendly. And your review reaffirms the importance of this powerful tool. Thank you for this valuable feedback. Sincerely, Tom/Digital Care.
Reviewed Jan. 13, 2021
Very disappointed with the service. Had a claim waiting to be fixed for months. No one calls to update. Had to call numerous times to follow up with them. Kept getting a run around answer and the item has not been fixed. Still waiting for how long? Who knows? Bad service.
Reviewed Jan. 13, 2021
We love Home Warranty of America and I've been happy with them. We were given a home warranty with some of the rentals when we bought them and it's just not the same so we switched them all to HWA. We have six different policies with them. Their claim process is very simple and for the most part, their contractors have been really good. The techs that we've had come out were always pleasant. They were in and out.
I had good luck when a contracted company replaced our hot water heater five years ago. I called them back to do another job and they really tried to gouge me. That was a bad experience. There was also a time when HWA said they couldn't get the refrigerator thing right. We ended up buying a new fridge because it wasn't covered. All other warranties have the same coverage but there was a box that wasn't checked with one of the policies. A rep finally got that straightened out. Other than that, HWA is great and they have competitive prices.
Hello John. We are thrilled to know you have trusted us with six policies! It is an honor to be your home warranty company– although occasionally we have missed the mark with your claims, we are working effortlessly to provide a smooth process, exceeding all expectations. Thank you for taking the time to share this feedback. Have an awesome day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 13, 2021
I used HWA for my furnace and there was some frustration because they assigned me to a parts company in the middle of the state. They weren't local to where I was at. The parts company explained that this was not the first time that HWA had done this. That's part of the reason why I had requested the same HVAC company be assigned to my other claims. Also, when HWA sent out this specific HVAC company, I really liked the service of the particular individual so I requested for that same company. With the AC being out in the middle of the summer, I needed to guarantee that I would have someone local and not be waiting around. I used HWA so many times and I decided to renew it because the HVAC company said that if there was a third claim with my AC unit, then they would look to replace the AC unit at that point. So it would be substantially cheaper to go through the home warranty than replacing my AC unit.
Hello Samantha. Thank you for the time you took to share this feedback. We are sorry for all the hustle and frustration you had experienced. Even though the service provider has met your expectation, HWA is currently in the process to increase our national network affiliation to ensure a better, faster, and effortless process. And we truly value your patience while we accomplish this goal. Once again, please accept our sincere apologies for any inconvenience this has caused you. Have a wonderful day and be safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 13, 2021
We've had several claims with HWA. Some have been good experiences and some have been really bad. The most recent claim was a situation where we had we had a salt cell issue with our swimming pool. They sent out the person who was going to do the analysis of the problem. It took about nine days for them to come back to us. The pool company was blaming HWA, and HWA was blaming the pool company. In the meantime, it was costing us money, which was not very fair. In the end, I got onto a supervisor and we were given a prepaid Visa card to go and fix it ourselves, which was a better situation than using this company who was charging ridiculous amounts. So I was happy with the result but getting there was very difficult. It ended up taking a couple of weeks.
Sometimes we've had the problem fixed straightaway or within days. My issue with the whole thing is that you submit a claim and it can take four days to get somebody out to see the problem. If you have a broken hot water system or a refrigerator, you need that fixed right away. So there should be situations where there's an immediate response and call out and authorization from HWA.
Hello Karen. Please accept our genuine apologies whenever we have missed the mark with your claims. 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 shares their experience since it is 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 your patience throughout this process and thank you for this feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 12, 2021
The process of filing a claim was easy and straightforward, but the chat was painfully slow. The lag time between chats had me looking for things to do while I waited on a response or the next question. The chat agent was very friendly.
Hello Jake. 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. Likewise, we are sorry for the latency you experience while we respond to your questions and concerns; we will increase our efforts to respond promptly. Nonetheless, please do not hesitate to contact us for further assistance, the digital team is always prepared and willing to aid you. Have a wonderful day and be safe! Regards, Tom/Digital Care.
Reviewed Jan. 12, 2021
When I first bought my home, I had an advertisement for Home Warranty of America. I liked what they offered, and went from there. I submitted a claim and that was painless. There was a water leakage. The previous homeowner never installed a water manifold. So, if a person were to take a bath, it would flood over the bath, and the water seeped into the walls. HWA was able to cover the expense of having that fixed. I pay into it yearly. And then, I had the paint and shelves of my walls fixed up as well. It cost me a couple of hundred bucks out of pocket, when it would have cost me $1,000.
The contractors explained everything succinctly. The tech went, “This is what you might have to do in the future for monitoring things and making sure that this issue doesn't happen again regarding any type of leakage.” He recommended, “Yeah, after a couple years, you might want to redo your wiring,” stuff like that. That always feels good to have a complete download of like, “This is what we're doing now, but this is probably what you're going to do a couple years from now.”
I only have one small criticism. When I first got the warranty, it was hard to know the difference, because it’s my first home, first time buying, the need for a home warranty like HWA versus having just homeowners insurance. To have it kinda explained to me a little better, I hopped on a phone call with HWA, and went, “What do you guys do? I had no idea what the difference was.” And he was like, “Oh, no. Your home insurance is for major things like earthquakes, or flash floods, or whatever else. And HWA is internal stuff where there’s a leak that isn’t your fault, things like that.” So, if they had something that broke that down a little better on their website, “This is a necessary thing, even though it’s optional, but that it really helps you.”
Hello Erik. Thank you for sharing your overall experience with us. We are pleased we were able to aid you with your water. HWA always strives to fulfill all expectations and go the extra mile for each service request received– and we are glad our efforts resonated with you. Nonetheless, we genuinely appreciate your feedback since it is essential to achieve the customer care we seek. Likewise, do not hesitate to contact us since we have a dedicated team prepared to aid you file a claim, or to answer any question or concern you might have. We hope your day goes beyond as you planned. Best regards, Tom/Digital Care.
Reviewed Jan. 12, 2021
We have submitted claims and we had terrible experiences because of the vendors that Home Warranty of America hires. I've been waiting on a new AC unit since July of last year. I had another claim where they took my money and then never put the part into my furnace but charged me, and then decided that they didn't want to work with me anymore. They stopped answering my calls. We've had plenty of contact with them. My husband messaged them not very long ago trying to figure out the AC unit, which we don't need right at this moment. But the fact that nobody is answering us is concerning. We just get people that we can't understand. Language barrier. Choose a different home warranty company.
Reviewed Jan. 12, 2021
My policy with HWA was part of when I received my home from Building Homes for Heroes two years ago and after the first year, I maintained it because it seemed reasonable. When I had a problem in my house, I called them and they said because I've only had my house for a year, I should try to go through GE for my refrigerator. Then, GE gave me a runabout. It was cheaper for me to go and pay it out of my own pocket, so that was what I did. Also, I just purchased $4,000 worth of brand new appliances, and having the warranty gives me a peace of mind. Last week, I paid them off because they charged the wrong account. But that's okay.
Hello Eric. Thank you so much for renewing with us! We count ourselves lucky for customers like you. As well it pleased us to know, the effort we put toward to re-establish the peace of mind that comes with having a trusted home warranty company working with them is reflected in your review. Lastly, we hope to continue to earn your business leading into the future. Regards, Tom/Digital Care.
Reviewed Jan. 11, 2021
The on hold time was greater than fifteen minutes the two times I attempted to called, while on hold I decided to see if I could find a chat or email feature instead. Luis answered very quickly and had the help I needed within 3 minutes! Thank you for the help and assistance in getting my claim taken care of!
Hello Crystal. Thank you for ranting us with five stars! We are glad you have a positive customer service experience with our Digital Team, they are always prepared and willing to assist our valuable homeowners with any questions or concerns. Therefore, if you need further assistance do not hesitate to contact us. It would be a pleasure assisting you once again. Thank you for the feedback. Have a wonderful day and stay safe! Sincerely, Tom/Digital Care.
Reviewed Jan. 11, 2021
We got Home Warranty of America for one year with the purchase of the home. We thought it was a pretty decent deal. We have used it a couple of times and it's been good to us so we continued it. The only thing is that when the actual service provider gets to order parts, it may take weeks. But that's really out of the home warranty’s hands. I would recommend this warranty.
Hello William. Thank you for renewing with us! We are thankful for amazing customers like you. Likewise, your feedback is essential to us and we appreciate you for taking the time to share it as for bringing this to our attention. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 11, 2021
This warranty is a gift for the house for the year and then we renewed it for the next year. I contacted them regarding paying for the next one and their customer service was awesome. I would recommend them and I appreciate whatever they do.
Hello Shai. Thank you for renewing with us! We count ourselves lucky for customers like you. As well We are delighted to hear that you value the efforts we have put toward providing the highest customer care. Lastly, please remember we have a dedicated team more than willing to aid you with any question or concern you might have. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 11, 2021
We had a claim with Home Warranty of America during the pandemic and it took three months. But I just thought that was because of the pandemic. My experience with them has been pretty good and when I submitted my claim, I did it online then I talked to somebody over the phone for updates. Their contractor was also good.
Hello Joni. Sadly, as you mention due to the COVID we met several inconveniences to provide a smooth process which we apologize for any inconvenience this caused you. Although we are glad to know the outcome was a positive experience and the service provider met your expectations. Thank you for the feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 10, 2021
Everyone was really helpful and just a phone call. From there, they filed the claim, and then they told me that someone would contact me. This time, the plumber contacted me within 24 hours. He came out on a Friday and did what he had to do, and then he was gonna report it back to HWA. They contacted me on a Monday saying they were good if I was, and I told them everything was done, so it was perfect. They were absolutely excellent. They got on top of the repair as needed and knocked it out.
Hello Stevaughn. We always aim to provide a smooth process, and it pleases us to know our exhaustless work was reflected in your claim. Thank you for sharing this incredible feedback. Likewise, rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are ready to help. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Reviewed Jan. 10, 2021
I've used HWA on some of the appliances, and they sent out technicians who repaired the stove lights, refrigerator, and microwave. The technicians set up an appointment and showed up when they were supposed to. They were good. HWA is a little bit more expensive than some of the other warranty providers, but they've done good work. I'm satisfied with the work they've done. I either call in or file the claim online and HWA usually follows up within a day or two. But some of the contract could be a little better defined. Some of it is vague in some situations as far as what they cover.
Hello Edward. Thank you for sharing this valuable feedback. It means so much when our customers share their experiences because we are able to identify where we need to either reinforce or develop our processes to achieve the customer care we believed our homeowners deserved. However, we are glad you have had a satisfactory experience. Additionally, remember we have a dedicated team more than willing to aid you with any question or concern you might have. Have a wonderful day and be safe. Best regards, Tom/Digital Care.
Reviewed Jan. 10, 2021
Home Warranty of America would do North Carolina, so I went with them. I had a good experience when I signed up and their sales rep was awesome. So far, I've done several claims and the most recent one was for refrigerator. But they don’t have many service people where I live, so we had to hire our own. And fortunately, he didn't charge more than $100, but we had to pay anyway. Part of the deal with Home Warranty of America is the $100 service fee and I just ate the $10. All in all, I like the company.
Hello Cindy. We appreciate you taking the time out to share your experience with us. We are glad you had a positive experience even though you used the alternative HWA used when there is not a service provider available. However, we certainly value this feedback since it helps us to be aware of the need to increase our national network affiliation to ensure a better, faster, and effortless process. Have a wonderful day. Sincerely, Tom/Digital Care.
Reviewed Jan. 9, 2021
The refrigerator went out and the claims process could have went smoother but it was okay. The technician was fine. He came out and diagnosed it right away. But HWA had me wait a long time for my product. They ordered my refrigerator and had me wait, and then they told me the delivery date and had me wait again. Then once the date passed, they said it was back-ordered. So we ended up going with the cash option so we could hurry up and go buy a refrigerator because we had been without a refrigerator for weeks.
Hello Shandreka. We attempt to hit the highest standards in every step of the process, and we regret not being able to accomplish these goals with you. Unfortunately, we are facing delays in our processes due to the pandemic causing difficulties to work with our standards time frames and we apologize that your experience fell short of expectations. Nonetheless, we are currently reinforcing our process knowing the outcome would be a straightforward experience. Thank you for bringing this to our attention. Have a wonderful day and be safe. Best wishes, Tom/Digital Care.
Reviewed Jan. 9, 2021
My electrical power and my light in my bathroom wasn't receiving anything. So the tech from the company came out and fixed it on the same day. He took my light because he was going to go and try to order the part. But he had it for three weeks and I had to contact them to ask if they could bring my light back if they were not going to order the part. I also told them that I could find the part myself. But other than that, my experience with Home Warranty of America was pretty good.
Hello Danetria. Thank you for sharing your experience with your most recent claim. Despite the inconvenience you had with the light, we are glad the outcome was a positive experience. Lastly, we hope to continue to earn your business leading into the future. Sincerely, Tom/Digital Care.
Reviewed Jan. 9, 2021
We had to have dampers replaced for our internal system for the AC and the claim process went fine.
Hello Drew. We are pleased to see that you had a 5-Star experience! Your feedback encourages us to constantly develop new methods to obtain the customer care we attempt. Likewise, rest assured that whether you need to report an emergency, make a claim, or simply ask a question, our customer service experts are ready to help. Have a beautiful day and be safe. Best wishes, Tom/Digital Care.
Reviewed Jan. 8, 2021
Great customer service when using the chat option on the website. I chatted with Georgina and she helped answer all questions I had! She was very professional and pleasant to work with. I would not hesitate to use the chat option!
Hello Ryan. We are pleased to see that you had a 5-Star experience. Our Digital team always seeks to provide the highest customer service and your review reaffirms the hard work they strive for. Likewise, they will be prepared and willing to assist you once again. Thank you for the time you took to share the feedback. Have a wonderful day and stay safe! Best regards, Tom/Digital Care.
Reviewed Jan. 8, 2021
I had some plumbing issues with my toilet and the techs came out and fixed it. Everything was fine.
Hello Veronica. Thank you for sharing your experience with your most recent claim. We are pleased everything worked fine and we were able to assist you in your time of need. Always keep in mind we have a dedicated team prepared to aid you file a claim, or to answer any question or concern you might have. We hope your day goes beyond as you planned. Best regards, Tom/Digital Care.
Reviewed Jan. 8, 2021
I had a claim with the ice maker, and it was about a two-month process from the time we filed the claim till we actually got all the parts in and got it repaired.
Hello Randall. Thank you for sharing your experience with the ice maker. Even though the claim was completed, we apologize for not being able to do it promptly, HWA certainly attempts to provide a smooth process and we regret to hear we missed the mark with your claim. Nonetheless, we thank you for the feedback and your patience while we implement new strategies to ensure a straightforward process. Have an enjoyable day and stay safe. Sincerely, Tom/Digital Care.
Reviewed Jan. 8, 2021
Home Warranty of America is a great company. I had to use them twice and I had a good experience. It was really easy to file a claim. All of the representatives that I spoke with were very diligent. They worked with me and kept in contact. Home Warranty of America also had good contractors, especially the one that looked at our AC unit last time. I liked that company and I'll probably continue working with that company for services.
Hello Kathryn. We always aim to provide a smooth process, and it pleases us to know our exhaustless work was reflected in your review. Including the effort we put into an affiliate with service contractors who have the expertise to handle repair requests quickly and professionally. As well it encourages us to continue improving our processes to always achieve the experience our valuable customer deserved. Thank you for sharing this positive feedback. Have a wonderful day and be safe. Regards, Tom/Digital Care.
Home Warranty of America Company Information
- Company Name:
- Home Warranty of America
- Website:
- www.hwahomewarranty.com