Home Warranty of America [HWA]
Reviews and Complaints

I filed a claim on December 6th on dishwasher not working, it's Jan. 22nd and issue not resolved. First contractor came in and needed to order parts, parts came in new tech showed up and told me previous tech was new and made mistake since washer lights were on therefor product was fine. I suggested otherwise and new parts should be installed, she refused and washer went out again 2 days later. That contractor left piece of partial board exposed under washer, when sent photo (attached) of issue they ignored it. New contractor has missed first 2 appointments for which I took 2 afternoons off to be present costing me more money than a year's subscription costs. Very disappointed in service.

We are extremely disappoionted in your service.

1. Get personnel that speaks english, hard to understand and don't get our
information correct.

2. Called on water heater to be serviced, because water heater leaking. We called you and your people never called us back. Water could have leaked into our den with new tile which would have been ruined. You had no problem collecting your $75.00. We called our own plumbing company and paid $1, 000.00 out of pocket. Rather sad when we have a home warranty which should have responded promptly to our call. We expect that $75.00
reimbursed to us ASAP.

3. Also, when we had to pay out of pocket for air conditioner repair, we waited three months to be reimbursed by your company.

We have ended our contract with you and will report you to the Better
Businness Bureau if you do not return our $75.00 ASAP.

Here is a thought, hire people in the United States for your customer
services and you might keep customers.

Duane and Christine Norman

Claim ID - SRO0559154
Filed - 7/16/2021
Client

My AC died on a Friday 7/16 and I filed a claim right away online and followed up with a phone call. My city was under an extreme heat advisory and my temp inside quickly rose to 100+ degrees creating an immediate health risk to those in my home.

I spoke with HWA and they assigned my claim to an authorized provider. I tried to contact the provider and they were closed on weekends. I called HWA back to see if they had any providers that could get to it faster (again due to emergency health risk) and they told me they only have 3 providers in my area and that they were all closed on the weekend. They said many of their providers are backed up because of the extreme heat issues everywhere and that I should contact my own provider and be reimbursed.

I did, the company I called spent well over an hour on the phone with HWA to clarify my unit needed full replacement as it could not be fixed (so old parts aren't made anymore). I confirmed with several reps that they reimbursement limit for my A/C unit is $5, 000 (that their HVAC team already agreed needed replacement rather than repair).

The company I contracted with was also booked out several weeks but provided me with window AC units until they could come install. So HWA had this information WEEKS in advance of the service and did not communicate at all. Once the service was complete they only offered me 1, 800 for the AC that cost 6, 000. After speaking with them several more times (5+ hours between me and my service provider) they said they will only reimburse $1, 800 because that is their internal pricing schedule. I understand they have contracted rates and fully expected to not receive full payout, however I do not believe they get units for 1/3 the price, and they will not share any information about how their internal pricing is determined.

I did not choose an outside provider by choice, they could not fulfill their part of the contract and even recommended I look for my own contractor.

Based on this experience I feel that their contracts are ambiguous "agree to abide by our internal pricing that we won't disclose" which equates out to take what we will give you with no advanced notice of what that might be. Even the "evil" health insurance companies have to tell you prior to service what their contracted rate is and what your out of pocket cost will be.

My fridge broke and I submitted a claim on 7/2/2021. It would take over a week for the repair man to arrive. He was unable to service the fridge and went to report his findings, however, the HWA office had closed. He was confused as to why they accepted the schedule when they would be closed and their policy dictates he must stay onsite until he can report his findings. At a loss, he emailed their findings and left. Several days later, I did not receive any contact from HWA, but they completed my claim. My fridge was still broken to I contacted them and they submitted a follow up claim for a second opinion. There were no contractor available so they were supposed to contact me in 48 hours with options. Six days later they called me at 6pm and left a voicemail. This voicemail stated that they could not find a contractor so they would like to replace the fridge and that I should call them back to discuss options. SIX minutes later (I checked the timestamps) I got an email saying the claim was cancelled because I failed to contact them back. I saw this VM and email the following day and immediately called them. After struggling to even find my account, they said they would submit another follow up claim and would contact me in 48 hours. The same process gain. It's currently been 25 days without a functioning fridge. If they cancel my claim again, I'm going with another company!

I would give the company "no" stars, or a minus star if able. I live in south central Texas, near San Antonio and have two contracts with Home Warranty of America (HWA) and have for at least five years. My my wife is a realtor and has recommended them for as long, if not longer and while doing so has purchased numerous contracts for her "buyer" clients. I have had continual problems with HWA during that relationship, though have continued to renew my yearly contracts. I have now gotten to the point that that I will be ending my relationship with them, as will my wife. I would "NEVER" recommend HWA and will be changing companies as soon as I can get someone to repair my air conditioners. I have to spend hours, and I mean hours on the phone each and every time I have to submit a claim, and schedule a service provider. I also recently learned that AGI, a third party now handles HWA's claims. My most recent repair request was submitted on 6/11/21. I informed them that I had an open claim for another air conditioner and have had for about six weeks, a claim that was being handled by Xcaliber HVAC and Plumbing, a local HWA service provider. I requested that they, HWA assign this same service provider to handle my most recent claim so they could handle both situations at once. After talking to at least three representatives over the span of over an hour, I asked to speak with a supervisor as they, HWA was not willing or unable to fulfill my request. I was informed that he/she is in a meeting and was unavailable though that particular individual would be contacting me by telephone in about two hours. I never received that call or any form of contact from anyone associated with HWA. Their failure to contact me as agreed resulted in my calling four days later, on 6/15, having called about 1:00PM. I once again requested that Xcaliber be assigned to handle my most recent claim. That particular HWA representative, Irene in Costa Rica said that she would assign that company and would send me a confirmation email with that confirmation. I never received that email, nor did I receive any form of contact from anyone associated with HWA so I called again that same day, this time at about 4:00PM. That called lasted well over an hour, and resulted in me speaking with three different representatives, and a supervisor, one of which was Silva, who also is in Costa Rica. I learned that they had failed to assign Xcaliber as promised, and had already assigned another provider. They asked if that provider, Standard Mechanical had reached out to me, at which time I said no. I also informed Irene, and the other representatives that I had yet to receive any email messages from HWA and had no means of contacting Standard Mechanical. I was informed that HWA's "Dispatch Team" had attempted to assign Xcaliber, though they were unable to reach them and confirm their availability. I called again on 6/16 as I had yet to receive any form of verbal or email contact from HWA regarding the claim, and questioned their 6/15 statement about attempting to contact Xcaliber. I once again explained my situation to this representative, at which time he said that Standard Mechanical was still assigned. He asked if they had contacted me or if I had contacted them. I told that individual that they, Standard Mechanical had not made any form of contact with me, and I had never received an email message from HWA, and as a result, had no way of knowing the address and or contact information for Standard Mechanical. I asked for and was provided Standard Mechanical's telephone number, a number with an area code of 803. I checked the internet while we were speaking and determined that are code 803 is in South Carolina, not Texas, and at least 1100 miles away. I provided that information to the HWA representative who stated that he would send an email to the company's "Dispatch Team" and made aware of that information. I was also informed that I would be contacted with the new service provider's name, address and phone number, though it could take another one, two or so days to do so. If so, it would be a week from the date that I filed the initial claim, and well over ten days before the repair could be scheduled. I also called today, 6/17 as I have yet to receive any form of contact from HWA regarding this claim. I spoke with two individuals, the second of which said that my claim has yet to be assigned, apologizing for the delay. She also said that she would send an expedite" email message to the dispatch team, though she was unable to provide a specific date as to when the service provider would be assigned. The temperatures in my area have been in the high 90's and low 100's, and I have guests coming to stay on this coming Saturday, and were scheduled to stay in the area affected by this air conditioner. I now the review is lengthy though I needed to vent, and address the entire situation so others are aware of what transpired so they can make an informed decision as to entering into a contract with this warranty provider.

I engaged my HWA warranty that was purchased with my property. I requested coverage for a malfunctioning Dishwasher. The claim was routed to Sears and they sent a technician out to examine the appliance. It was determined that the appliance could not be repaired and I was contacted by HWA to choose between a replacement appliance or a cash offer of replacement value. I chose the replacement product. The claim was closed by HWA on March 2021 and I was told I would receive the new dishwasher on June 7th, 2021) June 17 2021 now I am being told Monday the 21 of June and I still do not have the dishwasher I have contacted HWA customer service at least 6 times in the intervening months with various unsatisfactory outcomes and no dishwasher to settle the claim as agreed. I will never use Home Warranty of America I really find this to be bad faith!

On Feb 19, 2021 I filed a claim for oven repair (SRO 0455001) and it was assigned to a company that does not repair ovens. Subsequently it was reassigned to Sears who sent a technician out and he ordered a part to repair the oven locking mechanism which came a couple of weeks later and was installed by Sears. Unfortunately the oven did not work when the part was installed and he made a new diagnosis to have the touch screen replaced as it would not work. He said they were no longer made, but they would try to find one somewhere. They apparently could not find one and HWA procurement took over. This was in late March.
I follow up every few days to find the status and was frequently told the claim is lost . Then suddenly the part was ordered. A part arrived a week later which was apparently the same part originally ordered and replaced by sears service. As an attempt to reduce their cost, I advised HWA it appeared to be the wrong part as it was a transformer and not a touch screen which I was told it needed. After 5 more calls I am still being told procurement has to deal with it and nothing has happened. I am now at 35 calls and many hours trying to get this resolved. They will not tell me who I can talk to or write to get it resolved.
Resolution would greatly be appreciated so we can use our oven.

Last year in September 2020 I filed a claim regarding the pool filter. It took HWA 2 weeks to contact me to tell me they couldn't find anyone. The weather changed and the pool had to be closed w/o repairs. Same was true for this year regarding plumbing, electric and pool. The company is unable to provide any services in this area. I asked for a refund as was told it would be pro-rated. This is unacceptable. I asked for a manager and was told they would call me back. Twice! The company is not acting in good faith. I want my money back as I am paying everything out of pocket.

Service requested April 1, 2021 Maytag gas stove - leaking gas as dtermined by Gas company.
Service provided by Sears on April 6, 2021
As of April 14, 2021 HWA is unable to access a Diagnostic report from SEARS.
Although the parts alone will cost $500+ and have no estimated time of arrival
HWA refuses to submit my claim for replacement because they cannot do so with out a diagnostic report. Sears will not provide a diagnostic report. To date it has been 14 days with no stove. 13 parts were ordered among them ignitor, temperature sensor, orifice holders etc. 3 screws have arrived. None of the key parts even have estimated dates.

I was told HWA will provide SEARS 21 to determine if parts are available or discontinued. 21 DAYS for an essential home appliance. Then if a replacement is approved a new product will have to be ordered.

Why even insure it if you will be forced to go a month without it?

At the end of June I called HWA and asked them to send and A/C repairmen out. After 2 days of waiting I called and they told me they were not yet able to find a repairman in my area. I asked if I could find a repairman. I was told yes. I was also told that he must call in to their office when he arrives. This was done, the call was put on speaker so I could also hear. HWA agreed to pay the bill of $651.00. After a couple of weeks I called to see when a check would be sent to me. I was told that they did not have the diagnoses nor the paid receipt that I emailed to them. Once again I emailed this. In a couple of weeks I called in only to be told that they did not have the info they needed and they closed the case. I have been calling and have kept date and time of the call. In November they agreed to send a payment of $340.00. Now on 12/27 I called and was told the check should arrive in 4 to 6 weeks.

I have made 5 request for a manager to call me. I am still waiting on the first return call.

We have filed a formal complaint and will continue to spread the word on how unprofessional and dishonest HWA is. We had a claim file for a shower valve leaking water inside the wall of our two story house. HWA did not respond for 4 days. The plumber took it apart and stated in needs to be repaired. That wasn't good enough. A second opinion plumber was sent another week went by. He came out to looked at it. I do mean look at it. He didn't take it apart. Exact words were "yep its still leaking needs to be replaced". Keep in mind its still leaking inside the wall. We didn't hear from HWA for several days. So we called them. Oh yes well can't find the parts to repair it so we will offer you $100 buy out. Keep in mind we have $75 already to file a claim. So HWA is offering us $25. I called Teters Plumbing Supply in Dallas who has the part however, the part cost $900. That is dishonest. It gets better, I called to file a complaint and requested to speak to a supervisor. The supervisor refused to speak with me. What is a home warranty for if the customer pays. The warranty service has no risk if they just say oh we can't find a part and give you pennies on the dollar to just go away. I hope karma puts you out of business. Believe me I will spread the word anywhere I can. All prospective customers should run from you. Not walk. You should be ashamed.

My water heater needs to be replaced. I have been waiting since 11/14/20. However getting the run around. Recommended the wrong contractor electrician.
Then sent a plumber who was paid 100 dollars to. But his count was a hold. I called several times with no results. I was told over and over they can't find a plumber for my area. (black areas also need services). I asked many times to speak with a supervisor and compliant department but I was always to told I was going to get a call back which never happen. And I was told there is no web site to file a complaint. Thank you lorraine johnson

Hot water Slab Leak. Home Warranty of America (referred to as HWA) was contacted. They sent out a company who identified our problem as a slab leak (I believe it was Acme Plumbing) - they don't do that type of work. HWA then sent out another plumber Benjamin Franklin Plumbing. They tore the wallboard under the water heater, drilled a hole in the wallboard in the master bath and gave us an estimate of $11, 200 for a complete water reroute and would be back the next day to start the job. In the meantime we were advised by HWA that Benjamin Franklin was no longer a contractor for their company, they apologized for not removing Benjamin Franklin Plumbing from their system and advised that they could look for another company or that we could find our own plumber, have them give an estimate and call them back - we complied and found Jeannie Hall Plumbing & Drain. An estimate was written #0556. When the bill was submitted HWA didn't think it was detailed enough and asked for a re-written estimate, we complied and That bill was for $600 which was supposed to be reimbursed to us. HWA wanted to know what needed to be done in a phone conversation after the diagnosis, it was stated that we needed a hot water reroute and they said that was fine, have the job done and send the billing in for reimbursement, this was confirmed by two separate employees of HWA - never mentioning that a water reroute was not covered in their contract - verbal authorization was given to us because it wasn't a complete water reroute. The work was performed by Jeannie Hall Plumbing & Drain [protected]) The billing was written and paid and we were told there was not a problem for reimbursement just email the invoices, we complied and verified they received the invoices and we were told they would have a check sent out in 3-4 weeks. In between time HWA contacted Jeannie Hall Plumbing and inquired regarding the repairs. They wanted to know Repair costs ($1200) minus access ($150), Drywall repair ($425) minus texture ($50) and the cost of materials ($223.44) which was a total of $1648.44 in customer reimbursements. Ms Hall advised after speaking with HWA that my cost out of pocket should be approximately $200. HWA never contacted us even though they said they called and emailed. We contacted HWA [protected] wondering where our reimbursement was and at this time we were told we would have a check $750, not the $1648.44 (repair) plus $600 (diagnosis) expected from their verbal authorization. I would like to receive the reimbursements that were verbally approved per HWA representatives to both myself and Jeannie Hall Plumbing & Drain. Also in speaking with a rep yesterday I asked him to read their notes in the system and it was exactly what he told my plumber what would be covered in her phone conversation - in which afterward their conclusion was they wont cover expenses

If you ever need a home warranty RUN from HWA! It took over 4 months to finally get my plumbing resolved! On top of that, HWA cancelled my account only because I disputed two transactions on my Discover account.
Claim Number for sewer line

Eric from Guatemala
Wednesday, March 11, 2020
Sonia -
Illinois

This company would never call me back on the assigned cell phone number that I gave them.

My air and heat has been out all year I have contacted the home warranty filed a claim and continued to call for the pass 7 8 months no air no heat just a waste I will never recommend this company to no one. They don't fix [censored] even after you pay the person they send to yo home it's been a hassle my air and heat unit and still not working... I called the home warranty place they claim to not seen a claim for me which is a lie because I was given a claim number and they sent the electrician to my home to determine the problem and he never returned and the home warranty company hasn't did anything but collect they're payment

DO NOT USE THIS COMPANY FOR YOUR HOME WARRANTY.

We have paid for our home warranty for 5+ years. Our air conditioner went out and we filed a claim on 5/24/20. I called them and explained that we were an elderly couple and my husband has health issues that make keeping our environment cool critical. After TWO weeks I called, expressing concern over the lack of a response, irregardless of the COVID19 statement on their website. I understand that timeframes can change due to the shortage of staff but they will be out of business if they continue this way.

I was then told that they would expedite my request. The first assigned vendor did not call and did not respond to calls. Now it is end of first week of June. I called and asked for another vendor. They came out in 3 days (I understand - it is summer and they are busy) on June 9th. The technician came out and was very helpful but said the whole unit has to be replaced and he would tell his office to note "emergency" on the quote/info to HWA. Well they kept saying they did not have it for ONE WEEK. Even with the vendor faxing paperwork again, I had to call them back and they told me we had to pay an additional $1125 not covered under the policy for modifications. We approved and said we needed a few day to move money around. I asked what next and I was told to just call the vendor and make the appointment.

Well that was Friday and today (Monday) the vendor says - we can't do anything until they order the equipment and tell us to pick it up (very different from what HWA rep said). So, I call HWA back and he says he has no note in the account that we agreed to make the payment. He notes the account then says it has to go to 1) Management for approval - 1 week; then 2) another dept for who knows what? (1 week); 3) the purchasing department (1 week) and finally they order the unit and however long that takes (unknown time frame) 4) they call vendor to pick up unit and 5) Vendor calls me to set up an appointment. We have never had to wait this long or had such a large co-payment. We have paid for uncovered parts in the past, including a new furnace but the timeframe was very different. When I ask how I can speak to someone else to see if any of this can be expedited I am told "You can file a complaint." I cannot escalate this to anyone else. As soon as this process is over we are changing to another home warranty company after thoroughly investigating reviews and comments from customers and the BBD.

I am a real estate broker in chattanooga, tennessee with 31 years in the business. I have sold hwa warranties for over 11 years. As of today may 15, 2020 I have sold my last home warranty of america. I have sold home warranties for different companies over the years. I thought american home shied was bad, their warranties are not worth the paper it is printed on. However home warranty of america is at the very top of the worst home warranty companies out there. I have a customer that has been trying to get her garbage disposal repaired since october 2019, and it's may 15, 2020. That has been seven months. I have called my district manager, chad collins, many, many
Times with him not returned or response to my calls or text messages. I spoke with him three weeks ago and was on top of these claims. Another lie from chad. Today I was on the phone with this hwa over 5 hours. I have also had many other days were I was on the phone with them for hours. I begged them to give me a phone number so that I could speak with a manager in the usa. I was told that I could only talk to them, which is in guatemala, mexico. You will have trouble understanding them. I google hwa for the address and the phone number. The phone number on their web page is in guatemala, mexico [protected] which is the claim department. The other number is [protected] is not a working number. The address is 1371 abbott court, buffalo grove, il 60089. Do not ever purchase one of these warranties, they have the poorest customer service that I have ever come across. They will tell you that they are going to call you back. That's a big lie you will not get a call back. Another one of my customers had her washer and dryer go out in february 2020 and it is may 15, 2020, and she still doesn't have a washer and dryer. She must leave her home to do her laundry, and has for the last three months. The her ice maker started to leak in march and she is still trying to get hwa to send someone out to check on the unit. Again nothing happen. I gave her chad collins phone number so she could get him to help her. Like me she didn't get a call back from chad. She was told today that hwa would only pay wholesale for the new appliances, and she must pay an additional $180.00 to get a matching set. She was told back in february that she would have to buy another hwa warranty for $575.00 before they would replace her appliances. She was in her 13 month covered plan. I am trying to save you guys time and your money. Hwa has the worst customer service that I have ever come across.

It has been 5 days and still haven't heard back form the company. No surprise here...……... I am going to add this to my facebook page as well as the keller williams real estate web page which has over 180, 000 agents.

HWA will take your money, but they will NOT pay your claim. My heater stopped working. Hwa told me to use a repairman near buy. That man died 2 years ago! I then received authorization to have a repair business look at my heater. Heating company said I must have a new furnace because the heat exchange part is broken. Hwa agreed to new furnace instilation. New furnace installed on Dec 10th. works great and I paid the installer $3917.

Sent bill and proof of my payment to Hwa. I called Hwa 12 different times. 3 times I was told I will receive $2, 278.50 from Hwa. Then on January 31st they told me the new settlement amount is $640.! They said the first amount I was told was a mistake (by 3 different people 3 different times). I have filed a complaint with the better business bureau recently. Hope that does some good.

PLEASE: Do Not join Home Warranty of America. They do not pay claims.

I engaged my HWA warranty that was purchased with my property. I requested coverage for a malfunctioning clothes washer. The claim was routed to Sears and they sent a technician out to examine the appliance. It was determined that the appliance could not be repaired and I was contacted by HWA to choose between a replacement appliance or a cash offer of replacement value. I chose the cash offer because the appliance they offered would not fit in the available space. The claim was closed by HWA on Nov 30, 2019 and I was told I would receive the the cash offer by way of a Tango Card (electronic one time credit card) instead of a check. I agreed and was told I would receive instructions on how to access my Tango card within a couple of days. It is now January 25, 2020 and I still do not have the $612 that was agreed by HWA as the replacement value of my covered appliance. I have contacted HWA customer service at least 6 times in the intervening weeks with various unsatisfactory outcomes and still no money to settle the claim as agreed.

We filed a claim that our dishwasher was broken on January 2, 2020. They sent a vendor out (Grayson Collin Appliance) who did a very good job diagnosing the issue and said they would contact HWA with what was wrong for approval. The company called my husband at work and told him that the dishwasher would be replaced. That was either the 8th or the 9th. After not hearing from them for a couple of days, I called. I waited 45 minutes to get someone. They said we would receive an email within 10-15 minutes with our options. No email was received. I called again the next day, and we were told they were backed up, but our claim was escalated and we would receive a call within 24 hours with our options. This was Thursday, January 16th. As of today, January 20, we had not received that call. I called today, waited 25 minutes for customer service and he put me on hold, saying he was checking the status and hung up on me. I waited 18 minutes and got the same man, who hung up on me again. The THIRD time I got the SAME MAN, I told him he had hung up on me and he said that wasn't true. He called me a liar. We have been lied to repeatedly by this company, and I want my dishwasher replaced.