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Verified Customer

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Ekaterine

Overall, I'm really happy. They were on time and they always asked about my concerns. And they made decisions really quick.

7 months ago

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Verified Customer

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Megan Anna, TX

terrible. they schedule appointments that is not consistent with the appointments that the 3rd party service provider had scheduled (multiple times). Appointments then get cancelled without me knowing about it and have to reschedule all over again. They also wont get me a technician for several days after an incident has occurred (on multiple claims) The level of communication just really sucks

8 months ago

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Verified Customer

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Paul Silen Roswell, NM

The technician was prompt, professional, and competent. If in the future I need to file a similar claim, I hope to have him again.

8 months ago

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Verified Customer

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Darryl Shreveport, LA

Home Warranty of America service is very slow. They do not accept priority or emergency calls. I had a hot water heater that went out and it was out for more than a week. I ended up having to purchase my own hot water heater and have it installed myself I will not be renewing, my service with Home Warranty of America when it expires.

8 months ago

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Verified Customer

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Kent Flint, TX

Contacting HWA to request and arrange the policy-covered repair in my case ended up nessitating both online and telephone means. It was more difficult and more time-consuming than I could have imagined. (The actual repair person used was excellent. BUT... the HWA administration process required to get to that point was frustrating!)

9 months ago Edited December 11, 2023

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Verified Customer

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Beverly Oswego, IL

Recently had a kitchen faucet problem. It needed a hose replacement. Couldn't find the part. Paid $100 for the service call and another $100 to install a new faucet and another $180 for a new faucet. I thought if the part is unavailable then the insurance would install a new faucet at no extra cost. I believe all those costs were not necessary. What good is having insurance???

9 months ago

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Verified Customer

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Maureen Douglas

The gentlemen that came to the house were excellent, knowledgeable knew exactly what was wrong with the furnace, Ordered the parts and quickly put them in, loved it.

9 months ago

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Verified Customer

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Jenni Jee

Frustrated that I can’t log onto the website now to track my claim and that I don’t get regular communication except to renew my warranty, but not a lot of motivation to do that when it takes forever to get claims approved and I have to follow-up.

9 months ago

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Verified Customer

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Lance Browning (None of this is real) FL

They go out of their way to deny a claim, even if it falls in line with your policy. When you call in to discuss it, the "customer service" staff are often not friendly and NOT customer oriented. They have fine print in reference to your policy that basically backs them out of having to cover the most common issues, ESPECIALLY when it comes to plumbing issues. Today I had to be the intermediary between them and the plumbing company, because HWA refused to reach out to the company for additional clarification on a claim, saying its not their responsibility to clarify obvious misunderstandings, and if the repair company wants to clarify a diagnosis, I had to call them back (a fourth time) and tell them to contact them (for an additional time) and request them to review the obvious misunderstanding. Even the case manager admitted there was a misunderstanding, but he said they aren't going to pursue clarification. In conclusion, DO NOT use Home Warranty of America. They are cheap, unprofessional, and liars.

10 months ago

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Verified Customer

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Barbara Scheneck Fort Worth, TX

Can’t seem to get someone to actually come do the work. It is approved but the plumber won’t contact to say he is coming or when. Now we are starting over in order to get someone else to come. Why can’t you just send another plumber instead of starting over from the beginning?

10 months ago

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Verified Customer

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James and Karen Cibolo, TX

Home Warranty of America is amazing. It was super easy to schedule an appointment. Angel is very knowledgeable as he fixed our dryer and then our microwave.

10 months ago

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Verified Customer

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Alan Kissimmee, FL

The repairman was prompt, friendly, courteous and knowledgeable. He diagnosed the problem quickly and had the necessary parts to use in making the repair.

10 months ago

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Verified Customer

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Nathan Stevens El Paso, TX

The time it takes from initial call to service appointment is very fast. The quality of repair companies contracted by Home Warranty of America has also been fantastic.

10 months ago

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Verified Customer

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Autumn Hillian Virginia Beach, VA

At first they were great, then after my second claim I started to not get responses. Then my last huge one in had a massive out of pocket fee to pay in order for them to cover the cost. Kind of defeats the purpose of having it at that point. Definitely canceling now.

10 months ago

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Verified Customer

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Mark G

Normally a good experience. My fridge broke down and i put in a claim . the tech showed up looked at a blinking light which he said indicated a bad compressor. He tried three times using the online tool for HWA and then called their cusomer service line for repair techs to try to file the claim that way. The hung up on him once and sent him a link to the online reporting system that was not working 2 times. He left and i still had a broken fridge. I tried a few times to call HWA and email them and reply on the claims page and got no satisfaction. After 5 days with chemotherapy medicine that needed to stay cold i ordered a new fridge. I finally got hold of a customer service supervisor who wanted to send out another repair tech to confirm what the first had seen and i told him i had gotten a new fridge and had the old one hauled off. He said the claim was going to be closed and I would receive no resolution or compensation as HWA has the sole right to determine whether to repair or replace. So I asked for the amount of money they would have paid to repair, instead they gave me 3 months of free premiums. So i had the stress of the whole situation buying ice twice a day to keep the medicine chilled, had to throw out everything in the freezer and fridge and all I got after a week was about $250 in free premiums.

10 months ago

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Verified Customer

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Christopher Keller, TX

Provides some value but other company factors such as a lack of local service providers and, therefore, often large delays in getting things repaired as well as difficulties in getting legitimate claims approved substantially reduce the value of the product.

10 months ago

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Verified Customer

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Jonathan Joliet, IL

Responded right away. And the lady I dealt with was super nice, and kept me posted through everything. The company sent out was very good and helpful.

10 months ago

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Carol A Seattle, WA

First time I called they couldn't get a technician. After Google and YouTube I was able to fix the problem after a few days. 2nd time, the technician said the claim was denied, then I got a notice that it was approved after I paid them.

10 months ago

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Verified Customer

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William

They could never find a company to come and work on my stuff here, especially plumbing. And I contacted some plumbers to ask why they don't deal with home warranty and they said it's because they could never get payment on time from Home Warranty of America. So I've had to pay out of my pocket for plumbers to come to my house when I had the home warranty. I recommended them the first couple years to several people, but now I wouldn't do it anymore.

10 months ago

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Frances

They are in the business of making money. They do not have accurate information and they didn't verify my e-mail so I had to jump through a lot of hoops to get my claim covered. And one of the technicians that they sent out misdiagnosed the problem, which cost me lots of money.

10 months ago

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Michelle

This year my HVAC unit went out and I filed the claim and have not been been able to have anybody come out and fix or replace my HVAC unit. And it's going on 90 days that I was without a HVAC unit. Their customer service went down. You're not able to talk to departments that you were able to previously. They continue to drag their feet on that HVAC claim. I've had multiple HVAC companies come out and write their diagnostics, which I've uploaded to their system and I have yet to hear anything from management on what they're going to do. So I am planning on leaving Home Warranty of America. At the time that I chose it back in 2017, they were a good company.

11 months ago

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Verified Customer

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Wilner

I've had it for like 5 years. I just got through using it on an air conditioner and then the tech came out and said I needed a new outside unit. Then it was like 3 1/2 weeks getting on. They never would give me a straight answer.

11 months ago

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Mark

I don't like responding by emails. I couldn't get ahold of anybody. I like talking to people one-on-one. I had to have my air conditioner replaced and it took him three weeks to get it replaced with over 100-degree weather, and they replaced it with a cheaper brand. I really wasn't happy with that, but at least I have an A/C unit.

11 months ago

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Robert

The first time I had to use them, it took so long to get an approval. Recently, my air conditioner quit, and I called them up, and they sent somebody out and got it fixed for me.

11 months ago

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Verified Customer

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Stephen Salem, OR

Great job. Easy as eating apple pie. One phone call (and spoke to a real person) was all it took to get everything in motion. Great experience. Exceeded my expectations.

11 months ago

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Verified Customer

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Cathy Warner El Paso, TX

I am not happy, nor is the work completed. Jerry said on Thursday he was waiting for authorization. He received authorization Thursday morning. He didn’t show up that day. He said he would be here Friday. Never heard back from him until 6:30 pm. He said it would have to wait until Monday. I’ve reached out to him 3 times via text, his technician is looking for a sitter because kids are out of school for fall break! The fall break is in the calendar from the beginning of the year. This is the second repair person as per my request. This business does not function professionally. All I want is the service that I have paid for! This type of service is not what I expected

11 months ago

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Margaret

The service has been really lousy. I had to keep calling and following up and I wasn't hearing back from them. It took them about a month or so to to give us the 200 and some dollars for a dishwasher, and we had to pay the other $500 or $600 out of pocket and we could go only to Lowe's and and the service was just awful with this last appliance. Even though we're still paying this money every month $75 to Home Warranty and we had had the dishwasher for years, they had never replaced the dishwasher for us.

11 months ago

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Timothy Atlanta, GA

Not satisfied!...Can't seem to find a contractor in my area to fix ANYTHING!...Still waiting on someone to come out for a claim that is over a month old!..We recently made a claim and was denied reimbursement because it wasn't approved, but a claim was filed. Home Warranty couldn't provide us the service that was needed for a leaking toilet and a broken water valve that needed to be replaced along with the toilet issue. I guess we were suppose to let the water keep leaking until HWA finished taking their time to find someone to come out. When it seems as if no contractors are accepting any jobs from HWA now. We had to pay out of pocket which defeats the purpose of having a home warranty.

11 months ago

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Michael Werner

Dealing with the contractors and approvals is beyond frustrating as I sit in a house with no ac when it is almost 90.

1 month ago

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Trazel Mack

Very unprofessional case manager. I will not renew with this warranty company at the end of my warranty period.

1 month ago

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Robert

Everyone's been very attentive to our needs and has explained everything thoroughly. Recently we had electrical issues with our bathroom outlet and we had a really good electrician that was referred and he came and fixed it as well as explained why it was no longer working and what had happened.

11 months ago

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Verified Customer

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Phillip

They answer the calls, but they don't always know what they're talking about, basically. The ice maker was broken on my Samsung refrigerator and I called them. They made an appointment, had a specialist come out, and charged me a $75 fee. And then the specialist tried ordering the part. They denied the claim, saying that it was in warranty when the unit was not under warranty because I guess Samsung had a recall on the ice makers. But the customer service Rep when I made the appointment didn't know what they were talking about so they made the appointment anyway. And then I ended up having to pay the service fee for no reason. They don't take care of you. If anything's broken, they don't come out and fix it. They'll send someone and then they don't cover the repairs. It happened with my dishwasher as well.

1 year ago

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Takiyah

I don't think that they are that customer-centric. My shower was leaking and it was supposed to be a 24-hour response where they were going to assign me someone local. After three days I still wasn't assigned anybody and I had to call back and then they decided to escalate it after that. After they escalated it, it was still another five days before a plumber came out. So to me, that is unacceptable that that time in between when I needed access to my shower that I didn't have for almost a week.

1 year ago

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Verified Customer

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Steven

They've been very polite, very helpful when we call because we've had to use them already. The tech that was sent was very, very pleasant, very professional, and very prompt. So it worked out well.

1 year ago

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Bruce

I was recommended by a person who had their own coverage, but it's a lot of things that they say they cover but they don't cover. I had a problem and it took them a while to come. I needed to use the warranty for the ductwork. Because it's it's a non-basement house or air vents come on through the front. And I read in the contract they said they covered ductwork, but then when they got down to where my house was involved, they gave me some whole bunch of discrepancies.

1 year ago

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Shawn

They're very responsive. There were several times we used our warranty and they responded within the 48-hour time frame and were quick to take action on our air condition of being out.

1 year ago

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Horace

Very slow communication, very slow getting back to you. Inaccurate information sometimes changes to infrequent, no notification of changes in a timely manner. When we first got it certain things were under warranty. Once they changed over to a new management company, there was no information sent out about the things that they no longer covered. And when we call them to get something that had previously been covered taken care of, that's when we got the notification. "Ohh, we no longer do that because we've changed management." So again, they were just very poor.

1 year ago

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Walnut Circle Romeoville, IL

Until recently I liked HWA’s processes and the speed at which calls were assigned. I have come to take that for granted. I don’t like that there is no one to speak with when those same processes fail and delay service calls. Regardless of how successful a process appears to be, it is unreasonable to expect that customer service does not have the ability to make exceptions that would address a customer service issue.

1 year ago

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Anthony Plainfield, IL

Was happy with the service provider and his work but was disappointed that Home Warranty would not cover the cost. When I moved into my home I had no idea that my plumbing under my sink was not put in properly. I was penalized for what someone else did and had to pay $350 to right something that was wrong.

1 year ago

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Mary Ann Gurkowski San Antonio, TX

I have had better warranty companies in the past. HWA says it will fix or replace your appliance but replacement is a joke. They do not give enough money to buy even the cheapest appliance well alone match what you have. I do not appreciate having to take the time off work to have them send a second repair company because HWA does not like the opinion of the first repairman . They make you ( no choice ) schedule another repairman. Don’t like the idea that repairman takes the deductible up front. Seems rude I would never Not pay the deductible.

1 year ago

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Andrea Urbana, IL

Poor service. Difficult to speak to a customer service rep. I have received multiple bills from service providers who weren't paid the agreed upon amount. I paid my part but the warranty company didn't pay their part. Difficult to find service providers. One of my requests was denied for "pre-existing condition" but it wasn't a pre-existing condition. I'm shopping for a different warranty company

1 year ago

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V C Los Angeles, CA

Not happy. I haven't made a claim in many years, pay for the highest coverage (most expensive) and although I was told when I signed up that if something had to be replaced, HWA would replace with the same brand and the closest available model, that's Not True. AND you have to accept HWA’s terms (ie, any brand, type) for replacement BEFORE knowing what model and brand of appliance HWA will replace with! Moreover, when coverage includes HWA paying for labor to install the appliance, don’t count on it, as that's not really covered either in many instances. If installation takes any new flex lines or whatever because HWA didn't replace the item with the same brand or model, you have to pay not only the materials but also installation labor because that’s considered ‘modifications’ for the installation even tho’ if they’d ordered the same brand, most of the ‘modifications’ wouldn’t be necessary. Further, you cannot change plumbing or electrical company HWA has chosen for the installation, even if they are charging 3-4 times the amount other companies charge for the same ‘modifications'. The plumbers HWA chose to install the appliance are asking for almost the full price of the appliance, well over $1000 over what other companies would change. I've done my homework and this is not an exaggeration. And on top of that, the accolades which are below in this review I cannot erase, even though they don't fit the situation at all!!! That's under 'why or why not HWA is worth it'. I cannot change what's there already which is a positive statement.

1 year ago

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Toni Rogers

It was worth it to me to get the warranty at the time of purchasing a new older home. The quality of some of the workers is my greatest complaint. However, they did choose a different company for 1 complaint, and allowed me to choose my own person for the second complaint. Another complaint is not being able to get a good explanation about my pool coverage as written on the policy I received, and what their policy says in their computer. The representatives refused to let me speak to someone higher up the chain. Emails sent have gone unanswered.

1 year ago Edited August 2, 2024

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Sandra McNeil Houston, TX

Great service! They worked diligently to find an AC company during the height of summer to fix my AC. I am very pleased with the technician they found - he was wonderful and fixed my AC.

1 year ago

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Dr. Richard Anderson

Fairly responsive, although some have taken a couple of days to respond. The only other frustration has been the "we don't cover that" or "that will result in a surcharge" response. All in all it has been a fairly positive experience.

1 year ago

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Joseph

Once they did get somebody in here, it was great, but a lot of times I couldn't find any air conditioning person for almost 10 days. I almost had to go finance a $5000 hot water heater because nobody in central TX wanted to come out to look at my hot water heater so I went and bought it and had it installed. Of course they paid me back, but for 10 days we had to go take showers at the gym.

1 year ago

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Diane Liberty Hill, TX

Even though the cost of the premium has more than doubled, since I started with HWA8 years ago, it is still a good value for your money. They have taken care of a lot of things for me and I have been happy with them. I actually think they’re better now than they were about three or four years ago.

1 year ago

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Patricia

Customer support actually helped me and they took the time to explain it to me, explain what they're going to do, the process of it. The people have a very nice attitude that I really like and they were patient.

1 year ago

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Rachel

Recently I needed to file a claim for my garbage disposal and I had a very good experience for my first time. They came out within a couple of days and fixed it, so all was very good.

1 year ago

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Andrew

My oven didn't work anymore and they came out and there was a part that was missing or needed to be replaced, and they no longer made the part, so Home Warranty of America gave me money towards a new oven, which I was very happy with.

1 year ago

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