Home Warranty of America (HWA) has been in business since 1996 and considers itself a leader in the home warranty industry. The home warranty company places priority on taking care of the environment, evidenced by the GreenPlus program. HWA has warranty plan options for existing homeowners, buyers/sellers, as well as real estate professionals. Read Home Warranty of America reviews below to see what consumers have to say about the warranty service provider.
Home Warranty of America offers home warranties to all fifty states and the District of Columbia.
Warranty contract prices differentiate depending on the state, but once a customer's state is selected for buyers/sellers, existing homeowners, or real estate professionals, warranty plans are laid out very simply and comprehensively. A full list of covered services is displayed along with two payment options, including dozens of optional services that can be added for a fee.
Sample coverage for the Premier Plan and the Premier Plus plan are as follows:
Premier Plan: $44.62/mo with a $75 service fee
Premier Plus Plan: $53.46/mo with a $75 service fee
Home Warranty of America lets you choose between two service call fee options for its warranty plans: $100 for a lower monthly/yearly cost, or $75 for a higher monthly/yearly cost. This gives customers the option to decide if they would prefer a cheaper service call fee or a cheaper monthly/yearly home warranty contract.
Home Warranty of America is a member of Ethical Directory and United States Green Products. With that being said, the company offers a service known as GreenPlus for an additional fee. For $5.77/month, the GreenPlus add-on covers appliances that need to be replaced with Energy Star-qualified products, including the dishwasher, refrigerator, clothes washer, and others.
HWA offers an online claim process when you sign in with your account information on its website. This makes it easy for customers to submit a claim to repair or replace a household appliance whenever they desire, no matter what day or time it is.
Home Warranty of America does not require an appliance inspection to receive warranty coverage. There is no age restriction on any covered appliances, regardless of any normal wear and tear. This can give homeowners peace of mind that they do not have to go through a lengthy process before setting up warranty coverage with HWA.
The majority of the customer feedback that the company receives speaks at length about poor customer service. Some customers feel that company promises are not kept. See additional Home Warranty of America reviews below to see what else customers have to say about the company.
Home warranty of America requires a one-year warranty contract. Some home warranty providers offer month-to-month or quarterly plans. This might prove to be problematic for customers who do not want to sign a long-term contract.
We've had one prior issue and had it solved without a problem. However, I've just had the most frustrating 3 month experience from this company. My microwave could not be repaired and I accepted replacement versus cash. Three months later, over 20 phone calls, at least 15 hours of my time trying to manage the process and I still have no microwave. Their departments do not speak to each other and when you have a problem, there is no way to be assigned a person. Their notes never tell the next person you speak to what is going on, but the bottom line is that my case was "elevated" multiple times and fell to purchasing and claims (neither of which I could speak to and nor could the multiple employees I spoke to about my ongoing saga of no microwave). Because there was an order number, they could not give me the cash out option even though I never received a microwave. No one could take responsibility to solve a problem. Even though the nice employees tried their best and were often as frustrated as I was, they could offer no resolution to the case of the missing microwave. Since my 17 year old started asking if we could get a microwave again before she leaves for college, my only recourse was to end the warranty. If this were my air conditioner, I would've been without air conditioning for 3 months with no end in sight. Absolutely the worst experience with any company in my entire adult life. Empower your employees! Allow them to speak to each other. Allow someone to be a customer's advocate. If this is your warranty company offered at the closing table for your new home or condo, say NO because it isn't worth the mental fatigue when there is a glitch in the system.
The absolutely worst home warranty company. For over a month we’ve received outright lies and run around from these people. Our AC is beyond repair and needs to be replaced and and we have agreed with a pro-rated rate to replace the unit, and still we are waiting for them to reach out to a local AC company. For whatever reason this company simply does not honor it’s obligations. If you are looking for a home warranty company do not choose this one.
Home Warranty of America's review score is 257.1% lower than the average review score of the top recommended Home Warranty Company
HWA is proving itself to be a ripoff. They will handle small, inexpensive claims in order to try to keep you as a customer, but the main thing everyone has this type of coverage is to protect them from the big event. Trouble is, HWA will try to do everything it can to get out of paying what it promises and what is in the contract. They stall, lie, and quote “exclusions” which are not listed in the contract. For instance, for the HVAC coverage, the contract says they cover “all components and parts necessary for the operation of the system”, but file a claim and HWA suddenly has a whole list of these unlisted exclusions. In our case, the cooling coils in the air handler have failed and leak out the refrigerant. Of course those coils are attached to the condenser outside and the air handler and condenser are simply parts of a whole matched system. You can’t simply change out one part and not the other. This would void any warranty, be illegal in many places and, under HWA’s own contract would be a mismatch and excluded from coverage. The repair company says there is no other option but to replace the whole system. HWA stalled for weeks and then finally said they won’t cover the condenser portion, plus a whole list of these mysterious exclusions. They’ve offered less than $1000 and want us to pay $3800 ourselves for the condenser alone. Their guy on the phone said the exclusions are listed on the contract, but when we went over the contract together, he couldn’t find them. Hard to find what isn’t there! I am filing a complaint with the State’s consumer advocates, making as many reviews like this as I can and filing a lawsuit in the local court. My best friend is a retired State legislator and we have discussed the need for legislation to better protect consumers from abuses by home warranty companies. He is working on a meeting with some of his old friends still in office. I will hold HWA’s feet to the fire! My advice is to avoid this company and be very careful about the home warranty industry as a whole.
This company is by far the worse warranty service to work with (lack thereof)! If I could I would give them 0 stars! We had filed a claim for our AC unit and all vendors they supposedly assigned could not do the work. Then I had to call everyday of the week just to see what the status of the claim was. I was advised not once but twice that this was being escalated and someone would call within 24hours this was advised to us on Thursday it is now Sunday and still no call whatsoever! They had advised that we can find our own vendor but we need to have the vendor give them an itemized of what needs to be done (hello isn't that your job!) not to mention not sure if they would even pay for the services! BEWARE I REPEAT BEWARE DO NOT USE THIS SO CALLED WARRANTY SERVICE, THE WORSE CUSTOMER SERVICE THEY HAVE NO EMPATHY FOR THEIR CLIENTS! LOOKS AS THOUGH THEY ARE JUST SITTING BACK COLLECTING ANNUALS FROM THEIR CLIENTS AND DOING NO WORK WHEN NEEDED THIS IS A TOTAL SCAM!
Placed a call for my A/C condensate pump on 8/7/20. Got the "Covid" speel and was told leave a message and we will call you back..............Not So Much. Never got a call back. Checked the pump myself and R/R with new on from Menards. Still no call back from HWA. 8/11/20 I called HWA and asked to speak to a manager............well it is now 8/18/20................no manager. Been with HWA since 2008 but jumping ship before it totally sinks. Butch Park Forest, IL
Absolutely terrible. I have been fighting with HWA since January 2020 - seven months - to get a simple electric dryer repaired or replaced. I have been a loyal, paying customer for years, and there is absolutely no reason they should have strung me along for seven months. You can imagine the impact to my family to go without a dryer for seven months. If you ask to speak to a supervisor they put you on hold and hang up on you 100% of the time. In seven months I've never been able to speak to a supervisor. The customer service reps are friendly but the standard answer is "two to three days - no problem." I have already sunk $225 into service calls or I would just give up and buy a new dryer. So terribly disappointed. Avoid this company. Zero stars.
If I could give zero stars, I would. I filed the initial claim with Home Warranty on July 30th. They told me to reach out to the vendor if I hadn't heard from them in a reasonable amount of time. I tried to be patient, but reached out the next day only to find out the vendor they had assigned me hadn't worked with the company in OVER A YEAR. At this point, it was Saturday so I was at the mercy of weekend availability and HWA was off. A technician was assigned and I called them myself immediately this time. To summarize, a separate issue was found that had to be fixed first. I called to give approval over the weekend but when I called on Monday to check on the status of the claim, no one at HWA had updated my approval. Again, a set back and we are without AC this entire time. The secondary issue has now been resolved, a diagnosis on the AC has been submitted and I'm unable to get the approvals for "24-48 business hours" per the customer service rep. That's up to SIX working days to even get an approval at which time then I will have to go through the process of dealing with purchasing which also needs 24-48 hours to review sourcing the parts and then I have to deal with shipping delays due to COVID. We are having to increase our COVID exposure and I'm having to remove those staying in the home with respiratory issues, as well as pets, to other living arrangements at my own expense. I have been a loyal customer since 2016. I have never been late on billing and haven't abused my claims and coverage. I am beyond frustrated that waiting potentially a month for air conditioning, in the heat of the summer, is something that this company believes is acceptable. I'm not asking for special or overnight service, just a reasonable effort. This experience cannot be defined as such. I've tried multiple times to explain my situation as calmly and kindly as possible but there is zero urgency on the other end. I would NOT recommend this company in any way and at this point I will be telling as many people in as many channels as possible to cancel their coverage and stay away.
They are absolutely horrible! They have no customer service, the "concierge" line is a joke, and they do not care one bit about their customers. Without air for going on 4 weeks and they are still dropping the ball on getting the repairs done. DO NOT WASTE YOUR MONEY, THIS PLACE IS HORRIBLE! They do not communicate with each other by anything other than email so you can not get any answers in a reasonable time. They do not read any notes from previous reps, they are all extremely unprofessional. They have dropped the ball & lied to us over over 5 times on this one claim alone! They will not let you speak to anyone above them & the executives do not respond to emails either. This is entire company is a SCAM!
HORRIBLE!!!!! If you want the run around take out a HWA plan. They want to deny paying for anything that is expensive -you have a simple job no problem but if the company that comes out says it needs to be replaced sit down and hold on as it is a roller coaster ride of excuses. They always have the excuse that the company that came out did not file the paperwork so then I have to have another person out etc... The next best excuse they have....that's not covered. Our son is having the exact same issues with his plan and claims.
Contacted Home Warranty of America on June 4th. Two technicians came out who diagnosed the problem in about a weeks time. It's now July 21st 2020 and they still have not replaced the part. The worst is that the technician they sent doesn't understand what they are doing either. The technician can get the part and do the job within 48 hours, yet every time I call Home Warranty of America they tell me the part is out of stock and they need an alternative part number. At this point, with all the time and effort I've put into this, they should just replace the whole thing if they can't find the part. This comes down to plain old fashion theft from some low life people that somehow continue to run a company! I am trying to find a reputable lawyer. I am pretty positive, after reading all these reviews, this could easily be a class action suit! These people need to be taken out of business so they can stop hurting people and their families! I have six children, the youngest of which is one years old. We have to go to bed sweating every night because of this company. How do you explain this to your kids? I call Home Warranty of America, on average, at LEAST, once a day. Each time I request a supervisor. In the last twenty days, I've called 24 times. Can you imagine how much time I have in this? We need to get together!
If you are a homeowner, DO NOT use this company! 1 start is too much for them. Our AC stopped cooling down and we call to submitted a claim. Once the third party provider went to our home, they turned off the AC and asked us to leave the house because was not healthy for us and our 6 month old baby, so we left our home immediately on 06/30/2020. It is summer in Florida so we couldn´t stay at our home. After 4 weeks we are still waiting for HWA to buy the parts and fix our AC. My husband spends more than 7 hours daily trying to reach the supervisors who always find a new problem with the order and the parts, every day they said a new piece is not available (while the provider let them know they can see the availability of the pieces they need to fix our AC). At this point, basically they do not want to proceed and fix the air. We needed to travel to a city 4 hours away from our home and our Health Insurance does not cover any of us if we have an emergency. Last week, they affirmed they bought the pieces (let´s clarify that we are going to pay for one of the pieces they should pay) but, after a week, they do not have a delivery date, order number, and/or any detail about the purchase they made. They keep saying they need 48 more hours for purchasing to give them the details. The service agents laugh when I mentioned that we were out from our home with our baby for 4 weeks and after that hang up the phone again. This is completely inhuman, and AC in Florida during this time of the year is a first-time need and an emergency from any point of view. The truth is that we do not know for how long they will play this game so PLEASE AVOID USE THIS COMPANY!!!!!
There is nothing I like about this company. They act as a middleman between service contractors and home owners. I have had nothing but problems with them in my 3 short months of coverage. Generally, they try not to pay you anything for their service. I contacted HWA 3 times in the past three months to make various repairs on my new home, supposedly under contract. I haven't received a cent for any of their repairs. There service is truly terrible. Instead of hiring one of these hucksters, take the time to find reputable repair companies in your area, and put the money you would have spent on a one-year contract ($500. or so) into a savings plan. In the long run, you will come out way ahead.
Called on July 13 to ask about a dryer repair or new dryer. They stated they need to send someone but need to contact an "out of network" provider. Interesting since there are many repair companies in the area. It is now one week later and I have not received a call from anyone. I have called twice and emailed once. How long should it take to get a repair person to look at a dryer. If I went on my own I would have it repaired or a new dryer in just few days. I am so sorry I did not read these reviews before paying for this warranty service. Terrible!!
My issue was with the replacement of an A/C unite. Like most on here, the technician was sent out almost immediately. I finally after 2 full months and 67 phone calls, some lasting about 2hrs and 57 minutes hav3 a new A/C. This started at the beginning of May and finally resolved 2 days ago. So there is a light at the end if you stick with it. Hands down, they suck. The telereps and their supervisors are limited to what they can do. All info is passed from them to the Authorization department via emails only. The companies reps are mostly Guatemalan but I did speak with 3 total U.S. based reps in the process. The problem all of the problems began when my case made it to the purchasing department. The trouble call was placed May 1, the technician showed May 2nd. Purchasing (Tanika) sent ane email May 14th saying parts were ordered. May 17th I called to follow up and was told no such order had been placed. I was told the part numbers and/or serial numbers had to be verified by the vendor/ technician. A couple of times I was told the parts were not in stock. From that point on I called a minimum of two times a day, once in the morning and once in the afternoon. The reps were not indecent but seemed to be unaware for the most part. About ten calls in, I figured out that it was best to have the technician on the line in a conference call in order to be transferred up to the Authorization department. Everytime I called, he was on the line from that point. Everytime, he had to verify the same part numbers and serial numbers. This happened at least two times a day. The funny part is when they told us the numbers didn't match and four times, the technician was actually at the Lennox warehouse with a Lennox rep, standing next to the equipment the Lennox rep had put aside for the technician knowing eventually it would get paid for. So, based off of my experience and what I've read on this page, it is the purchasing department which causes the pain and the hold up. I'm not sure if they were trained to do this in hopes the consumer will find another way to buy the AC units so they don't have to spend the money🤨, or if they just out right suck. If I could give this company a 0, I would. My advice, stick with it and call with the technician multiple times a day. After you have the unit installed, ditch this company. Oh, I gave my technician a case of beer as a thank you for all of the time spent on calls with me. Just food for thought.
Would be zero star if possible. Horrible customer service. This company cost me thousands in Floor damage. I called in to report my furnace was actively leaking water. The person said they would have a technician to my house in 24 hours as they could not find one with me on the phone. 5 days later I called them back and they still had not attempted to reach an AC technician. I requested to speak with a manger who refused to provide me with his bosses name and said he attempted to reach three local vendors. I requested the names to the companies and told him I would be contacting them to determine if this was true. The manager then recanted and stated he did not call these companies and they would not have the knowledge of the service being requested as his computer was now having an issue. This company is not based in the United States and does not do business in the US. The phone is answered is Central America and they do not have any idea we’re local business are. This company is garbage and I want to change service to another provider but can’t because it’s only done at the time of sale. DO NOT USE this company! Save your money and find one that uses US services
This is the worst company I've ever had to deal with and honestly, they seem more like a scam than an actual company. I don't think that they even deserve 1 star. Our air conditioner stopped working a month ago and we filed a claim on May 26th, the day after it stopped working, and we are still without air a month later. I am 8 months pregnant and have been suffering in a sweltering house with no reprieve from the high heat and humidity. In the beginning, they sent out the service provider very quickly and I thought the rest of the process would also be handled in a timely manner. However, that is the only time anything moved quickly throughout the process, which still has not been resolved a month later. The service provider that they sent out filed paperwork with Home Warranty of America on 5/29, stating we needed a whole new AC unit. Over the past month, we've called 17 times to follow up and try and get updates, and 17 times we've been told different stories of what's happening with our claim. 1. 5/29 – the service provider confirmed that they had sent over all the information pertaining to our case file, stating that the evaporator coil and condenser needed to be replaced. 2. 6/2 - Spoke with Raul, who claimed that they had just received the information sent by the service provider, which had really been sent 4 days prior. 3. 6/3 – Spoke with Jocelyn, who told me that they will get all the purchase order information over to the service provider so they would know when it would be delivered. 4. 6/5 – spoke with the service provider who said nothing had been sent by HWA about any material coming for our case. 5. 6/8 – Spoke with service provider who still hadn’t received any paperwork or updates about our material that was supposedly on order. 6. 6/8 – Called HWA and spoke with Amy (the WORST customer service agent I have EVER dealt with), who said nothing had been ordered. They were waiting to get approval to replace the necessary items. Asked to speak to a supervisor and was kept on hold for 30 minutes before being hung up on. 7. 6/8 – Called HWA back and spoke with Raul, who tried to get management to address our case and approve the material needing to be purchased. He informed me that our case needed additional approval, and he wasn’t quite sure why because our case was pretty straight forward and there shouldn’t have been any issues. He told be he would do his best to expedite our case and make sure the approval happened within 48 hours. 8. 6/10 – called the service provider who informed me that they still hadn’t received any information from HWA. 9. 6/10 – we received an email stating that they had approved the replacement of our condenser and evaporator coil, but there would be an additional cost of $895 for sheet metal modifications plus an additional $303 for modified coverage. Not the $100 deductible fee our premier plus plan states. 10. 6/12 – Spoke with Alex, who told us that our claim was submitted to purchasing on 6/10 and it would be 3-5 business days for that process to be completed. He also ASSURED me that they had all the correct information, model and serial numbers of replacement items, and we would be able to get tracking information in 3-5 business days. He said that they would reach out to us and the service provider, once the order had been placed to give us the tracking information. 11. 6/17 – Spoke with Chris who said they were still waiting on the completion from the purchasing department and he would send out a few emails to “escalate” the process. Even though it should have already been done, since it was at the end of the 5th business day. 12. 6/17 – spoke with Antony, who informed us that the reason the purchase order hadn’t been completed was because they were still waiting on confirmation of the model and serial numbers from the service provider (lie), even though we received confirmation on the 12th that they had all the information they required. 13. 6/18 – Spoke with Service provider who said they had already confirmed the model and serial numbers multiple times but was willing to do it again because she felt sorry for me being 8 months pregnant and without any reprieve from the heat. When she called the HWA, she was told that they already had all the confirmation they needed for the model and serial numbers, but she insisted that they confirm one more time, to make sure they have the information to place the purchase order. 14. 6/18 – 2:40 pm talked to Jonathon (could BARELY understand anything he had to say because of his accent), who claimed they STILL needed the confirmation on the model and serial numbers in order for the purchase order to be placed. He then proceeded to placed me on hold for so long I finally gave up and hung up. 15. 6/18 – 3:40 Jonathon called back to let us know that they were now contacting the service provider to get a delivery address for parts. Delivery for the “ordered” parts would be 3-5 days, but I had to be kept in hold, on another line for some reason, for the entire phone call they had with the service provider. 16. 6/19 – Spoke with Amy (could BARELY understand anything because of her accent), she was absolutely useless and said that they were still working on processing everything through. 17. 6/19 – Spoke with Gustavo who claimed they were STILL WAITING ON MODEL AND SERIAL NUMBER CONFIRMATION!!!!!!!!! I demanded to speak to a manager, which he absolutely would not do. He said that they are not “allowed” to send anyone to a manager, and I could talk to a “supervisor” but they wouldn’t be able to do anything more than he could. I decided to take my chances and wait for a supervisor. 35 minutes later I was finally connected with the most infuriating person I have ever dealt with, named Alice. She was rude and refused to help in any way. She claimed that she had no way of contacting the purchasing department, LIE, and when I told her that her own employees had been able to do that, she was just silent. When I asked for her last name to report a complaint, she first told me that “she didn’t have a last name” and then she said she wasn’t allowed to give it out. I then demanded to speak to her supervisor or manager and she just flat out said “no”. She said that if I wanted to speak to someone else, I could redial the customer service number and talk to someone else that way. HOW CAN THIS COMPANY STILL BE IN BUSINESS?!?!? 18. 6/19 – 5:00 pm spoke with Eric who offered to connect me with a manager named Sarah. He said that she was currently on the phone with someone else but that she would call me back within 30 minutes and then also gave me her phone number in case she didn’t. 30 minutes passed, no phone call. After an hour, I called the number he had given me, and it rang once and then went busy. After trying to call this fake number for over an hour, I finally gave up. I have spent HOURS on the phone trying to get someone to be able to actually help me resolve this ridiculous issue and all I get are rude, impossible to understand, poor examples of human beings that your company consider to be “customer service reps”. I paid to have a home warranty in case I would ever need to have something replaced and all I’m getting is a runaround by a joke of a company. How can a reputable company think that this is a reasonable time frame when I am literally 8 months pregnant, and at risk of suffering heat stroke in my own home.?!?!? I would NEVER recommend doing business with this company and I will make sure everyone I speak to, including the realtor that pushes your brand, knows what a scam your company truly is.
I normally do not write bad reviews because I understand things happen but what has happened with me has been ridiculous. I put in a claim with HWA on May 12th concerning my washing machine. They assigned a company to come out to do the repairs. The company came out a couple days later, did the diagnosis and told me he would be ordering parts which it should take 5-7 days to come in. Then he would reach out to schedule a time to come back to do the repair. Paid my service fee and they were gone. About a week and a half later, I have yet to hear from this company. I attempted to call them multiple times and they would not answer the phones. I left voicemails and no one would get back with me. (They did cash the check I gave them though!) I decided to call HWA to see if they had any updates on what was happening with this company. The HWA representative called the company and they had the same issue, no answer and left voicemails. The HWA representative told me to give them a day and I had not heard back from the company or them give them a call back. Two days later, I called HWA back and told them I have heard nothing back. They decided to reassign the claim. They told me to give this new company a call to schedule my appointment. As soon as I got off the phone with HWA, I called this company and to my surprise they told me my claim was rejected and to call HWA back to see if they can find me another vendor. I immediately called HWA back and told them what happened, so they reassigned me to Sears. Sears could not come until the following week. Mind you, we have been without our washer for almost two weeks now with no solid resolution. Fast forward to yesterday which is the day that my appointment was set with Sears according to the rep I talked with last Thursday. I noticed I didn’t get any confirmation from HWA or Sears, so I became skeptical if they were coming or not. My time frame was from 8-12am. It was currently 11:20am and I hadn’t heard anything, so I decided to call HWA to make sure that Sears was still coming. The HWA representative I spoke with called Sears and they told her that I was not on their books for the appointment. She told me that she had it taken care of and that they would be coming out that day. While I was talking to the rep, I got a confirmation text from Sears saying they would be out June 8th and not that day. I told the rep and she said “Hmm that is not what they told me. We have been on the phone for quite some time so I will give them a call and call you back.” She took my number and we disconnected. About two hours past and I hadn’t received a call back so, I decided to call HWA again. Talked to the new rep and told the whole situation again and they told me that the appointment was indeed set for this coming Monday and they have no notes from the previous rep I talked to earlier in the day! So, I asked if there was any way that I could receive some kind of credit on my bill or something because I had taken time off work for the appointment that was set for yesterday and no one was even coming. Also, I had to spend money to get my laundry done for the past three weeks. They rep sent me to the accounts department. Accounts told me that they sent me to the wrong department. Finally, I was sent to the right department and was offered to have my service fee waived (which is what they agreed to do anyway). I told them that was already happening so that doesn’t help. Then they came back and said they will put the claim in as an emergency to see if they can get someone else to do the repairs sooner than next week. They told me I would get a call or email from them with the changes. This morning I get an email like they said and low and behold the company that was on the confirmation was SEARS and still scheduled for NEXT week! I have been going round and round with this company and the are playing me like a fiddle! I am very disappointed with the way this has been handled. Yet again, I have to wait another week for someone to come out and probably another week for the actual repair to be done. I’ve been with this company for the past 4-5 years and I have NEVER encounter so much carelessness towards their customers as I have from HWA in the past month. Starting to reevaluate whether this company is worth my money.
NO STARS!!! This is by far the worst company I have ever encountered. Their customer service is absolutely horrid. 2/3 of the time their representatives will pick up, after waiting on hold for 15 minutes, and simply not respond and then hang up without saying a word. If you do get a response on your claim they have horrible contractors they send you because (as I found out from a contractor I had to hire outside of them, that use to work with them) they are an awful company to work with on that side as well. Also their rate does not stay the same as they advertise, it increases every year.
0 star to the infinite power. This was my first home warranty as we purchase it with own new home. I paid extra for the system tank coverage and they can't find no one service it. I have a filthy cesspool in my backyard which is now backing up into my house and my new home screams of sewage. It unbearable inside and outside of the home. I have called several time been hold well over 15 times in one phone call. Lied to and yelled at when ask to speak to supervisor. The schedule with a tech and told me to wait 48hr and the company will reach out to you with I did. I call the company and they know nothing of my claim. Called HWA for more extended hold times and lies and guess what the the tech was schedule the same day as the email was sent to me to keep me quiet. I did not receive anything from HWA stating this was cancel and they was still looking this is a HORRIBLE HORRIBLE company. No communication, Heavy Language Barriers, and lets not forget no Superiors
Listen to the reviews! I gave up on them actually doing their job after 3 months had past and they said they couldn't find an electrician. I shouldn't have to be on hold for an hour EVERY TIME I call and then have the rep say you have to find your own contractor and pay out of pocket, then we will decide how much we will reimburse. WHAT?! I have owned 7 homes, the seller always pays for the home warranty so I don't get to choose the company. I have had HWA, 2-10, and American home warranty. 2-10 is the best!! Don't use anyone else. How HWA is still in business is beyond me.
My AC wasn’t working when I turned it on for the 1st time this year on April 21, 2020. A technician was sent out on 4/22/2020. The technician informed me that I needed a new air compressor. They sent in their findings to HWA the same day. This is an emergency claim being I live in AZ with temperature 104 and 95 in my home. I have asthma with a compromised immune system. I called every day regarding this repair and was constantly being told that they waiting on approval from the authorization department. Meanwhile I suffering. I was informed today 5/5/2020 that the technician will be out this week and my cost will be $623. I was never told I have to pay this amount in any conversation I have had with them. DON’T BUY FROM THIS COMPANY!!!
We called on April 04, 2020 to inform them our air conditioner was broken. Finally today, May 04, 2020 they have informed us that they can't find the coil to fix the part. That they will buy a different coil that isn't for our air conditioner to fix it, however we will have to pay for the parts and materials to modify this part so it will fix the air conditioner, not to mention pay the additional $100 for the deductible... I thought the policy was, if they can't fix it, they replace it.... or they fix it... Why would we have to pay anything except for the deductible. Not to mention, we have waited over an entire month to even get this answer from them.... DON"T BUY THIS WARRANTY!!! BUYER BEWARE!!! We are trying to cancel our policy and get a refund and we will fix it ourselves with Eureka Heating and Cooling (Someone we trust)... Seriously, horrific company!
ZERO STARS!! I take care of my bosses claims for her house and it is a nightmare every time I have to open a new claim. THREE claims open since end of FEBRUARY!! Only ONE has been closed in THREE MONTHS! Customer service reps cannot speak or comprehend English. They never allow you to speak to a supervisor. Authorization Department is a JOKE! I should get paid as I have had to call the vendor multiple times just to make sure correct appointment times are set, and communication is flowing. I am the messenger between HWA and the vendor since HWA can't seem to do their jobs! Their overall lack of communication and execution to work on/close claims is unacceptable! DO NOT WASTE YOUR MONEY!!
In November of 2019, I opened up a claim for a malfunctioning Washer/Dryer (Combo). 24 Hours elapsed, then 48. With no contact from their repair company I called the number they gave me, answering machine, left message, no return. 72 hours later, repeated. Four days later, after no contact from their assigned repair company, waited on-hold again, HWA assigned the repair to a different company. Within two days we had syn'ed up with the new company and had an appointment for repair (we thought). The company came out, as agreed, they did free our captured clothing, but could not repair the item. The repairman said he would order the part and schedule a return once received. Timeline: report-date + 10 days, $100. With our washer and dryer out-of-commission, my wife ventured to the lavanderia, $25 and four hours later, she was optimistic that the part ordered would fix the problem and she would no longer have to trudge out her delicates to the laundry. Timeline: report-date + 16 days, $125. Two weeks later, the part was received, the repairman returned, inserted the part. The part did not fix the problem. The repairman stated that HWA would need to authorize another part, still broken. report-date + 24 days, $125. That afternoon, my wife returned to the laundry. report-date + 24 days, $150. One week later, my wife returns to the laundry, I called the repairman to find out status of the HWA approval. He stated, I would have to call into HWA to get the authorization. report-date + 31 days, $175. HWA on-hold ~30 minutes. report-date + 31 days, $175. One week later, called repairman, called HWA, no update, no estimate of time. Report-date + 38 days, $200. Not to bore you, every week I called, every week I was assured that the repair was forthcoming, every week my wife went to the laundry. On January 20th of 2020, report-date + 65 days, $325 spent between the deductible and laundry, I determined that HWA was just going to waste my time and money forever and I mitigated my losses and bought a washer/dryer. Report-date + 65 days, $2017.40. My call to HWA that afternoon changed from caring about repair, to reimbursement for the appliance I was forced into purchase after they breached their contract. For those facing issue with HWA, the folks who answer the phones cannot discuss financial options, there's another group secreted within. My calls to HWA were haphazard, but no less than once per week as my goal was now to recover the loss. Oh, by the way, I fired them as my home warranty company. The loss occurred under coverage, they weren't getting another dollar from me. I continued to call. They continued to take "notes on my account" and made promises that someone would call to discuss financial settlement. No one called. On the morning of the 7th of February, I filed a lawsuit in small claims court in the county of Fairfax, Virginia. On the afternoon of the 7th, I received a call from those who can agree to a settlement. We agreed to a settlement, they promised a check. 4-6 weeks for delivery. Fine, at least we were done. Oh, by the way, I tell them, I'll dismiss my lawsuit when I receive my check... Report-date + 83 days, $2017.40. Four weeks later, no check, I call back in. Another promise, "it should be there within the next two weeks." Two weeks later, Report-date + 97 days, lawsuit is continued due to social-distancing, I have run out of patience. If we can go to court May 29th, I have all my documentation, a copy of the contract they're in clear breach, and a story of how not to treat your customers. I'll get every penny I'm owed, plus interest since February, then have to turn to collecting it. May 29th, for those who are watching the day count is report-date + 195 days, with $2017.40 out of pocket. Today, I decided to try and re-open a dialog. Maybe HWA will live up to their commitment. Watch my saga as I call daily to find out the status of the settlement agreement which was broken over a contract which was broken, leaving a customer as the victim of a company who was supposed to protect their customers from the kind of financial damages it is now inflicting.
Wish I could rate 0 stars. Still waiting for our check. Don't waste your money. They will give you every excuse why you have no money yet. Ripped off my senior mom...shame on them.
I have a warranty with HWA on a refrigerator and stand alone freezer that have not been working for over a week. I understand that customer service workers are unable to be in the office, but I am unable to sign in to my account even though I know my password. I can’t get an email response, or any type of communication from them. THIS IS RIDICULOUS.
I had my past bad experiences with this company about sending unqualified companies that all they care is to make additional work for profits. And today I’m dealing wit the worst I have a leak in my house for over three weeks and they have not been able to send a qualified plumber. Here I’m with a house full of kids and not running water trying to keep my family safe
OMG The absolute WORST!!! Zero customer service, to be honest with you I have no idea how these guys are still thriving. I’ve been waiting for the “Parts department” to order my parts for going on a month!!! You have none Speaking English customer service reps who don’t left from right. This is beyond me. HWA is by far the worst, if you looking for a good HW people this is not it!!
Total trash. Left after 8 years. Once they did their job. But now every job is botched, they pretend you are a expert when they give the wrong part, wrong measurements then want hundreds to restock and do it right. Garbage customer service, arrogant barely english speaking Indian self superior types sit the land scale. The techs they use are barely trained chimps who can't handle simple jobs. Company is dead and gone. What is left is a dead shell being picked clean as a scam front. Switched to choice.
CHRISTOPHER T GINGERY
Agree with previous, they don't deserve one star! Horrible customer service. They put you on hold constantly to wear you down. Filed claim in early December for a GE Monogram cooktop. Had to settle for a GE Profile non-induction cooktop on Feb. 3rd. Still haven't received a cooktop!
On my second claim!!! I live in Illinois its winter and my furnace went out. They put a claim in for my AC unit and I got a call we don't work on AC unless its 60 degrees. The "best" part was I was told a tech would be out in 2-3 hours for an emergency repair and no one showed......they canceled the claim I was told for my furnace. WHAT???? I called HWA they acted like it was an inconvenience and was rude. This was after getting in an argument with a rep who was clearly just reading a paper and I wanted a supervisor and was denied and he kept reading his script. The company that was sent out was GREAT unfortunately I bought a house with an old furnace so I am on claim number two. Will NOT be renewing this warranty but will continue to work the company that was sent out. This is the worst experience ever to deal with being a first time home buyer.
The 1-star rating is not deserved, but zero stars aren’t an option. We finally got the check for our washer 3 months after reporting it. And that was with posting on social media, multiple phone calls and FB private messages. I probably would never have received a check if not for the “public shaming.” We had great luck with them the first year of our policy and then clearly the business took a dive and their operations fell apart. Also, I instructed them 3 months ago to deactivate the auto-pay on my account and remove my credit card number, neither of which has been done. Very poor and deceptive business practices.
25 minute wait time to reach a call center employee who cannot answer questions, except to read what is in the file. UNACCEPTABLE!
Negative 50 Stars!! Words can't describe the offensive practices of this company! Going on 8 weeks to get my refrigerator fixed/replaced and I am nowhere closer. I have cancelled my warranty and ended up purchasing a new one since I was getting nowhere.
I would provide a negative star rating if it were possible. 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 bought an older home last year and the seller purchased the Diamond Plan through HWA for us. I have use it 2 times within the year and each time it was like jumping hoops. The second time I needed to use my policy it was because my heater stopped working in the middle of winter. It took over 3 days to get it authorized and each person that I spoke to was not helpful at all. They withheld information and made the situation even more frustrating, so much so that I have decided not to renew my plan with HWA. When my heater went out they stated that the collector box was not covered when in fact it was covered. Our HVAC guy that came out has been working with HWA and stated that he too tried to explain to HWA that it should be covered and that the customer (Us) should not be charged but they too argued with him. This company has been nothing but unprofessional, rude, and very unhelpful. I will never do business with HWA ever again!!
This is the worst company to work with! I would give then negative stars if I could. Their customer service reps do not know the answers, they are rude and when you ask for a supervisor they do not exist! They refuse to transfer you! Stay away from the company at all cost!
I wish I could give a -0- review. This is how BAD this company is. DO NOT USE THEM. We have a broken/leaking dishwasher. after 6 weeks, 3 parts, 3 different technicians, and 2 missed follow up appointments from THEIR selected vendor to try and fix it. they are now taking it under review and going to get a second opinion in deciding if it needs to be replaced. The customer service people in Guatemala are worthless, and you can't get your case escalated to a manager or talk to anyone else. The worst company EVER for Home Warranty. (( We got it as a gift from our broker when we closed on our house, wish we could give it back)) don't waste your time or money with this company. NOT worth the high blood pressure when having to deal with them. frustrated Home Owner in Georgia.
I can’t believe this company is still in business. I have had 2 claims in since 11/5/19 and they keep saying “it’s with purchasing so they can find the parts.” Well I have found parts all over the internet, they just don’t want to pay. I have called at least 15 times and every time I have been on the phone for over an hour. They say they can only communicate with purchasing through email. Direct Energy owns them so maybe I will call their corporate office, but I am quite sure they could care less.
No stars is appropriate. I am on my 3rd claim and 3rd horrible experience. I went without an oven for 2 months, heat for 3 weeks and now 2 weeks without a washer (and no solution in sight). Their contractors are terrible, they only provide GE or Whirlpool appliance and don't spell that out in the fine print. Good thing none of my premier brand appliances have gone out. They do not and will not follow up so you have to constantly call them. Wait times are >30 minutes almost every time. I would not recommend them and would ensure that if you buy a house and are getting a warranty that it is not through HWA.
I have had 2 bad experiences with this company. First experience, the A/C stopped working, HWA couldn’t find a contractor, told me I could find one and they would reimburse me for cost. After getting authorization (1 week) HWA did not reimburse me for the full payment I paid to the contractor. Second experience, called to file a claim, asked the HWA rep was I covered for the repair, he said yes, after the contractor evaluation, HWA said the work was not covered, I asked for a refund on the service call, I was told I would receive the refund based on being mislead on the claim, a week later I called to check on the status, was told it’s their policy , no refunds. I am so disappointed in this company, and would not recommend it to anyone!
If I could give zero I would. we have had the worse experience with HWA. the policy came with our home 3 years ago so we kept them. the first 2 times the experience was ok. nothing fantastic but nothing great. well our hot water heater went out. plumber came and it was decided to replace. With it being a holiday weekend we were given the option to pay for the tank and be reimbursed. well month later we are still getting the run around from HWA and have not gotten our money. customer service is outsourced so trying to spell to someone is nearly impossible. their website does not work. we have probably called twice a week for the last 3 weeks. cannot get a manger to call back. been horrific. and to make matters worse they want us to renew our contract. what a joke.
On November 26,2019, I completed a claim for home warranty service with Home Warranty of America. Serious problems and lack concern by HWA! EJs Appliance Repair came out 2 times to fix the malfunctioning microwave that burnt my left side of my cabinet. EJs took the microwave to their shop. They wont answer my calls or HWA calls since 12-13-2019. 12-18-2019 I spoke with HWA customer service agent Sergio that stated the parts are ordered, no knowledge of where my microwave is, was not allowed to speak with supervisor or manager for 24 to 48 hours. Sergio stated HWA will place this malfunctioning burning microwave back in my kitchen. I'm scared this microwave will explode and kill me or a family member if it is placed back in my home. No parts, no microwave since 11-26-2019. No supervisor, regional personnel or managers have responded to my complaints for a new microwave. I have not had my kitchen microwave for Thanksgiving and no microwave for Christmas dinner. My kitchen is in bad condition as you can see by the pictures. I have sent out a complaint to Better Business Bureau regarding this matter! I have sent out other complaints regarding my treatment by my home warranty company Home warranty of America. I need help in this matter and new microwave. Sent from my T-Mobile 4G LTE Device
When we bought our home the sellers provided us with a home warranty from Home warrany of America. Our dishwasher stopped working on 11/1/2019. It's now 12/18/19 and we are still waiting for them to decide which dishwasher they will offer us to replace the old one because they decided not to fix it. We call every day and get the same answer "they are waiting on the authorization department". There is no supervisor or another number you can call that is above the customer service rep because "they are not allowed to have that information". If I could, I would rate this company with a negative 5 stars. I'm to the point where I'm going to go buy a dishwasher because I don't want to go through another holiday with no dishwasher and actually with 4 business days before Christmas and 8 business days before New Year's Day the chances of getting it installed-providing they called me with an offer tomorrow- before 2020 is zero percent. As of now both the Kansas and Misouri state attorney's are looking into this company because of the high number of people who are getting the run around. HWA appears to be a ponzi scheme, take your money and don't provide the service they promised in return.
It has been over 3 months since a file a claim for my microwave oven. They keep giving excuses, no supervisor to report to, no cooperate office to report to. They are a scam. They are not equip to do business in the United States. They need to be investigated.
If it was possible to give zero stars I would. If you feel like dealing with the most incompetent people who lie straight to your face and take weeks to get anything done than these are the people for you! My wife and I's furnace went out weeks ago and someone came to fix it. It went out again a couple weeks later and again someone came to fix it. Yet again someone came out for the third time it went out and this time they put in a claim to get it replaced. Well, it's been 4 days since that claim was put in and it has yet to be approved. Wait, it gets better, we did receive an e mail saying that our furnace and claim was approved. Then got a call from the heating company saying they did not receive this e mail or an approval. So we called HWA and they said "we don't know why you got that email, it has not been approved." So not only are they not doing their jobs but they are sending out false e mails for some unknown reason. Maybe to keep us happy or they think that we are idiots and will just think "oh it's approved so it will be here soon." This company is a joke and I honestly have no idea what they do on a day to day basis because they're clearly not doing their job. If you read some more reviews people have been waiting weeks for a furnace, I'm only 4 days in so by the looks of it i've got a ways to go. This company is a JOKE!!!!
1. They don't speak very good English. 2. You cannot talk to a supervisor. 3. They take forever to get back to you, sometimes not even at all. 4. Their contractors usually have worse ratings than HWA does. 5. When you get a contractor - they are reluctant to do any work. They want to collect the easy $75 and be on their way. 6. If the contractor does agree that the repairs need to be made, they have to wait at least 3 days for HWA to approve it. And then once it is approved, it will be another week before they receive the parts. This is because they are not using common parts, but lower cost and lower quality. I don't say this based on one claim. I have been in the house for 3 months, and have had 6 claims.... and counting.
Had Home Warranty of America for 9 yrs. Always honored the contract until this year when they were bought by Direct Energy. Now simple swimming pool fixes such as a pool sweep motor, filter, and housing are no longer honored, even though they are in the contract. I submitted a claim for said items on July 25, 2019. They sent a technician, and denied his diagnosis. Then I insisted on a second opinion, which had the same diagnosis, and they still denied it. After 2 months, I had to purchase the components myself and install them myself. They are still trying to bill my credit card!
Anyone purchasing a Home Warranty SAVE YOUR MONEY - particularly from these scam artists. $500 for the warranty and $100 a repair - so far I'm out $700 and ultimately had to pay for my own a/c replacement becaues they refused to honor the warranty - this was only after 1 month of home purchase. Scam Scam Triple Scam
Worse company EVER! Customer service TERRIBLE! Can't understand a word they are saying! Can't speak to a supervisor! Still waiting for my sink to be fixed it has been 6 days!