Home Warranty of America: Read 1,635 User Reviews From Real Homeowners

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Verified Customer

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Richard Prisbus Foley, AL

Actually got what I expected. During prime a/c season he showed up as scheduled a little more than a day later. Got it running and let us know that the unit was on its last leg. No surprise

1 year ago

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Verified Customer

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Gail Mitchell St Louis, MO

I been with this company ever since I purchased my house in 2016 because the previous owner had it and left it with the house at the time of purchase. I will continue with this company. Thanks

1 year ago

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Verified Customer

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Jeff Pedersen Clarksville, TN

Both of recent services went very well! Two good service companies to work with. The only reason you didn't get a 5 star is that you send me emails daily wanting me to sign up with you, when I've had a policy for over 18 months... can't seem to get you to stop the emails!

1 year ago

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Verified Customer

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Anonymous

It's been challenging to say the least bit. I just had to used my warranty beginning of this week. I feel like every time I have to explain to them what is needed a lot of the times they don't even understand what I'm saying, and I would safely assume it is because customer service is outsourced elsewhere just based on their overall level of understanding in English, which has caused a lot of confusion so they would file a claim. And then once the company is assigned, of who needs to come and assist a lot of times the information they're provided it's not exactly the information that I've requested. They all need to be on the same page and same level of knowledge because many times that's happened where one person says something is covered and claim is filed they go by and we get to find out that it's not something that's covered. So that's disappointing and frustrating at the same time.

1 year ago

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Verified Customer

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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.

1 year 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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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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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Verified Customer

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Mikki

They were able to responsed to my inquiry and take it quickly. I needed to use the warranty to check out my air conditioner and they opened a ticket and had a check out within 2 days.

1 year ago

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Verified Customer

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Anonymous

The person was here on time and he fixed what needed to be fixed. The 2 times that I called the company, they were able to help us and did a good job. The washer was replaced and the dryer was fixed the same day.

1 year ago

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Verified Customer

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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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Verified Customer

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Ana

Usually they're pretty quick to respond, whether it's a yes or no, but we know fairly quickly and they normally keep you updated on where they're at with your claim, which I really appreciate.

1 year ago

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Verified Customer

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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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Verified Customer

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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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Verified Customer

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Cameron

Everything's been very straight forward. Doesn't feel like there's any dishonesty. Someone came in and did an assessment on our dishwasher. He let us know immediately what needed to be done, we rescheduled, and it was done.

1 year ago

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Verified Customer

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Hope

My call was answered promptly and they were able to help me immediately and set up an appointment. They came when they said they were supposed to come and it was fixed within an hour.

1 year ago

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Verified Customer

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Edith

Their customer service is awesome. When I have to schedule a service, the turnaround time is like a day. I think they're a really good company and I would recommend them highly.

1 year ago

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Verified Customer

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Orlando Chicago, IL

I liked everything from the exceptional response in the phone call to the quick response of 2 to 3 days to the excellent service received from the hands of the technician to the affordable deductible.

1 year ago

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Verified Customer

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Alice Lee Penrod San Antonio, TX

We have had 3 claims this late month. 2 were quickly repaired - same company and technician. Very happy. The 3rd was serviced by Sears. The parts have been ordered as of 6/14. No parts have been shipped yet. I don’t understand why it is taking so long? I am unable to use my oven for almost a month.

1 year ago

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Verified Customer

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TIna Shumate Republic, MO

It was a great experience. From filing the claim to getting fixed. Had a service rep here in no time at all. Brought the parts he would need. He was very professional and pleasant. It was fixed in no time at all.

1 year ago Edited January 10, 2024

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Richard

They do try and I know that they have rules to follow. I'm just thinking they could do a better job. Every time I use the warranty, they send somebody out in about 3 to 4 days and they usually do the job. The guys come out and fix it, so it's no big deal. Even though they're replacing something that costs $400 they replace it with something that cost $70. Maybe I'm expecting too much. But they keep going up in the price and the quality doesn't go up, something's wrong there.

1 year ago

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Verified Customer

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Lynn

I've used my warranty a couple of times. What happened is they choose a vendor that lives pretty far away instead of going with someone locally where I live. It's a big city. They're going way out in the country, 60-70 miles away.

1 year ago

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Verified Customer

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Michael

I used them for replacing a hot water heater. The service was good by the company that installed it. The Home Warranty did a good job on approving it, but I was overcharged for additional fees and I've been waiting over a week for clarification that they made the mistake and that they're going to give me my refund for the difference.

1 year ago Edited January 10, 2024

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Verified Customer

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Priya S Tampa, FL

Best Home warranty company. They get the tech out to your home in no time. They also work with you to set up a monthly payments for the premium. I would highly recommend this company.

1 year ago

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Verified Customer

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Brenda Evans Bel Air, MD

poor customer service and lack of communication. i had an ice maker by samsung to be repaired, HWA knew it was under warranty but still filed a claim. after i paid a tech $100, and he cashed it soon after leaving my home. HWA sent me a notice that my claim was not covered. i contacted cliams dept and set up a call time. I never recieved the call to help with the claim. I am out $100 because of the HWA customer service. I feel I should be reimbursed. sad situation and very unprofessional

1 year ago

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Verified Customer

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Michelle Hamm Belleville, IL

I’m glad I had HWA when my hot water heater rusted out and started leaking. I only had to place one phone call and they had a repairman come out to determine if it was a covered repair. Luckily it was and I saved hundreds of dollars.

1 year ago

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Verified Customer

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Brittney Honeycut Grapevine, TX

First time home owner here! I loved the timely service and convenience of making and managing the service call. Wonderful customer service. We will be extending our warranty here. Thanks for great service.

1 year ago

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Theoplis Matteson, IL

Have to do better on parts for Refrigerator. I had to wait a month for a part for a refrigerator. If the part is hard to find then replace the refrigerator. The cost of the part can’t replace a refrigerator. Also a unit such as a furnace or A/C unit shouldn’t be no more than one day to have someone to come and check it out.

1 year ago

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Verified Customer

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Larry Wake Forest, NC

Everything has been great. My dishwasher wouldn't work and I called them and they took care of it and the service was prompt and efficient. They took care of it right away and they were very responsive.

1 year ago

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Anonymous Fredericksburg, VA

It took 10 days to fix my stove because we had to wait for parts. Usually in a matter of a couple of days the contractors are here to repair whatever needs to be done and I think that's pretty good.

1 year ago

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Verified Customer

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Robret Riverdale, IL

Our furnace was not working recently so we did a claim online and we actually got an appointment the next day. The technician came out repair the furnace and we paid the copay and that was it really easy. I find them to be pretty responsive and helpful.

1 year ago

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Sherna Mount Prospect, IL

I just used it recently for another plumbing issue. I ended up having to get a totally different plumber, and from what I was told by the 2nd plumber that I paid out of pocket for was the original plumber should have told me that I needed additional work done. The person came out and and did a temporary fix, that wasn't even the problem. So I had to pay another service fee for another service.

1 year ago

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Geralyn Baton Rouge, LA

They automatically take the money out of my account every month. They have no problem getting their payments. However, if I'm paying you for a service and you do not have contractors that are going to be up to par with their professionalism and for their expertise, I do expect them to alleviate the issue and to be able to get someone that will. When I asked him this morning how would you guys be able to compensate me for being inconvenienced not only for my time but because I pay you guys monthly for this service, he said that they don't do compensation. So I had to escalate the call for to someone who then after I explained that for the third time, told me that they will waive a monthly fee for me for my inconvenience. So the fact the problem of the matter is, is that they really should have resolve this at like at first call type of thing instead of me having to escalate.

1 year ago

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Verified Customer

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Ryan And Sarah Chambersburg, PA

Last year our HVAC system went out. There was a leak and they wanted to send up their own service technician. The waiting time was long on HWA's timeline versus if we could have gotten our own technician in there. It would have been expedited. And that's similar to what happened this past year with the hot water heater too. They wanted to get their own service technician in there, so there's a wait time for that and then by the time the service technician got in there, they then serviced, the contractor decided that they didn't want to do the job and so it put getting a new hot water heater out by like a month. The communication is not the greatest.

1 year ago

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Kerry Kuna, ID

Dishwasher got clogged so they came out and found the problem, fixed it. It's a little expensive. I've used them twice in 4 years, but I guess having the peace of mind is part of it.

1 year ago

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Terry Midland, TX

The cost is too much for the visit. The last time I used it took two weeks for person to get here and then they had to change the date to a couple of days later. Guy came out, worked on it, said it needed a part, took two more weeks for the part to get in. So that's a month that went by without it being repaired. Slow to respond Takes a long time to get someone out to work.

1 year ago

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Verified Customer

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Panagiotis

Fast process claim and excellent service!

2 months ago

Home Warranty of America Reviews