Home Warranty of America

If you are looking for an unpaid part-time job then this is the warranty company for you! They are terrible on follow-up so plan on spending hours on the phone and multiple online chat sessions. Look forward to re-submitting documents time and again - being told they are lost - and ultimately having to resubmit to the mysterious "territory manager" that they cannot provide a contact for. The service providers they send out consistently rank poorly and are equally unresponsive. If you're looking for service from companies that are rated "F" on the BBB then this is the warranty for you! Finally, if you do use this vendor read the contract carefully. They have loop-holes and limits galore so don't be surprised if they actually don't cover what broke! I feel sorry for the representatives at this company. It must be hard to work for such a shady place.

We don’t have 0 or (-) minus Rating here else I would have given that. First of all this company customer services is so pathetic and when u say I would like to speak with Manager rhet take 24-48 hrs windows and no one calls up. Mu Dish Washer is not working since more than 40 days and they are keep on me waiting to get it fixed. There is no Call/Text or Update. They have given to SEARS and when you call them they try to sell their services and don’t give importance to HWA When I call HWA they say we have given to SEARS to fix. I am in Between and no one gives update. We have Paid to HWA and they should take end to end responsibility to fix. They always says wait for call/text. I CALL MULTIPLE TIMES AND THEY REALLY DON’T UNDERSTAND AND SAY 24-48 HRS SINCE LAST 40 DAYS STAY AWAY from this company. They are FRAUD !!!

I hope and PRAY that NO ONE ever get a Home Warranty from this company. I purchased a home July 19, 2019 and the a/c went out at the September 2, 2019 and I'm still going back and forth with this company about parts in the a/c that's not covered. My contract says A/C Unit not certain parts to the A/C. They sent a company out called Big Blue A/C and I was told they can fix the unit that day if I pay $245.00 for a chemical cleaning. Well after I paid it they said they didn't have the part and would come back on Monday since that was Saturday evening, by the way I was suppose to have a 7am to 11am appointment it was after 2pm when he showed up. Well when he finally arrived with the part he blow the compressor had black oil all over the a/c unit and didn't have another one with him of course. Then I had to wait for HWA to approve the claim for the compressor they finally called and said I had parts that wasn't covered that would cost me $1600.00 part of that $1600.00 was for another cleaning. I've talked to 5 different people in customer service that said they will send my info to a mgr so I can talk to someone other than customer service and of course after almost a month I'm in Houston TX and without air. This has been a nightmare. I wish I can give rate them a ZERO because that's the kind of service I'm getting.

I would give zero stars if I could. After throwing money at this company for so long they are throwing us to the wolves. DO NOT USE THIS WARRANTY COMPANY. Please I beg you to save yourself the heartache. We are on day 5 with no AC in temps well over 100 degrees outside in a house with small children. They have done NOTHING to make this process easier on us. I can not believe the call I just got and the amount they expect from us to fix our AC. We have renewed for 6 years straight. Imagine the amount of money we’ve given them. We've used our warranty 2 times to repair 2 tiny issues that I’m sure would have been less expensive than the service call. They are now doing the absolute BARE MINIMUM they can get away with to get our AC fixed, claiming they are paying the larger portion of the bill when CLEARLY they are not. We will NEVER renew with them again and I plead with you to not use them either. They are jumping through hoops and coming up with wild explanations as to why they won’t cover certain things. I don’t know if I’ve ever been more upset. We trusted you “Home crapwarranty of America”! You should be ashamed of yourselves for tricking your customer like this. I feel physically ill looking at your brochure with all the bull crap promises you make. You won’t get a dime more from my hard working family and I will make darn sure to spread the word as to what you’ve done to us. The amount of money we’ve handed trustingly over to you for five years, thinking we were being responsible adults and protecting our family, all for absolutely nothing. I’m disgusted and heartbroken. You must feel so great about yourselves and I’m sure the CEO is living his/her best life, rolling in the dough and doing nothing to make good on the fancy promises you make, while my children will suffer because the money you are taking out of our pockets that could be going towards the things they deserve. I don’t know how you people sleep at night. Sincerely, HOT, SWEATY & MAD This company has lost all compassion and humanity, if they ever had any in the first place.

We bought a new home about 40 days after move in the dishwasher went out. Call home warranty of America they sent a company out I paid the deposit of $60. Five days go bye no word so I called home warranty of America they said they would not fix it because there wasn’t a serial number and Model number which they lied to me I have the paperwork for the contractor that came out that had both numbers on it. So I called home warranty of America and asked why they told me they didn’t have the numbers they said they do have the numbers now but they’re not going to fix it they’re only going to give me a buyout of $180. I’ve been trying to cancel and get my money back from this company for over a month. They will not let you speak to a supervisor they say they will have a supervisor call you back but they never call. Do your research on this company before purchase. This is the worst company to deal with by far

TERRIBLE EXPERIENCE! On the purchase of my new home, the listing agent had already purchased a Warranty from HWA, so I went along with it. Our built-in microwave broke within the first month of being there so we called to have it taken care of by the warranty company. A month later and 5 calls made we STILL do not have a resolution. On average I will be on hold for about 30 minutes a call only to hear the same thing over and over again. I've been told I would be called back to get no phone call. As a REALTOR myself I have NEVER experienced such terrible service for myself or my clients. I will NEVER recommend them to anyone and will actively try to prevent people from using them, as the process is a massive headache.

We used them for a year. Only needed to make a claim once. Unfortunately, we paid $75 for a technician to tell us the entire water heater was not completely out of use so there is nothing they will do so we have had help and have repaired our water heater several times in this past year. Fast forward a year. It was time to renew. At that time, our debit card was stolen and fraud charges had occurred, which made the auto payment kick back. Our account was immediately locked out and the only way to make it active again was to call and update our billing information. We wanted to resolve this issue as fast as possible. My husband and I ALWAYS reached a voicemail service, and never were able to speak to a representative. We had left FIVE voicemails to call us back so we can have our account updated. We never ONCE recieved a call back. I made my last and final attempt 2 days ago and called, and no surprise, we were forced to leave a voicemail again. It was short and simple: call me back to update my billing info or we WILL enroll with a different company who practices better communication. 3 days later I have yet to recieve any calls. Today we are happy to announce that we called a different company and had an amazing experience with this other company. We had the option to pay in full for FIVE years with a major discount and will be worry free now. Good riddance to HWA. I would never suggest this company to anyone!

Would give zero stars if possible! Our AC went out July 23–it is August 30 and no closer to getting it repaired than we were on July 24th. Service reps are overseas and do not understand/speak English very well. No way to get to a manager. They have given us the run around about parts being out of stock, not being able to get a hold of an AC company in our area etc. They have sent a repairman out to check the unit and then again 4 weeks later “to get the serial number of the part”🙄. Repairman even said that was ridiculous and didn’t know why he was there a second time for a part they know good and well they need to order. Do NOT waste your time/money on this company. They bank on you getting frustrated and fixing it yourself. 😡.

If I could give -10 I would. I received my contract with the purchase of my new home and had to make a claim within the 1st week. I was told we couldn't make a claim because my policy was new, yet that is the reason for real estate agents to offer it in the closing because things happen. They only seem to refer very small mom and pop businesses that can rarely keep up with the demand. Call center specialists have been out sourced like most American jobs so majority of the time you can barely understand what is being explained. Save yourself the frustration and go with another home warranty company. I have been a client of HWA since 2009 and never had issues until their recent restructuring within the last year.

I can say let me talk to the COO or CEO about their customer service. They are negative numbers - their call center is well trained. They have no authority and no mentorship. August 2, 2019 my air conditioning unit went out, it is now August 23, and they are telling me it will be September 3. The service provider has cancelled 3 appointment and says he can't schedule me in. HWA says they can't switch providers because the first guy has the parts and they'll have to start the process over. (trained answer) I have been put on hold for 35 minutes and then hung up on waiting for a supervisor, I've never actually reached a supervisor.(Supervisors are busy - trained answer) I understand they don't want to pay out claims but this is not the way to run a business!

Tried to get an oven fixed starting in January. 7 months later they offered me a $232 “buyout” to replace the oven. The technician told me it was going to cost HWA over $500 to get a part shipped out and fixed, while I am without an oven for over a month. I have a family so this is not acceptable. Talked to a “supervisor” who said she couldn’t do anything and I couldn’t talk to anyone higher. This company is willing to spend over $500 to “maybe” fix an oven after a 7 month long process. Their business practices are not designed to help their customers, just to give them a false sense of security with the warranty.

Service Provider 1: Claim #: xxxxxxx Assigned Service Provider: Central Appliance LLC Claim File Date: 07-15-2019 Service Provider Number: xxx-xxx-xxxx Estimated Service Fee: $75.00 Service Provider 2: Claim #: xxxxxxx Assigned Service Provider: Sears - National Claims Center (Northeast) Claim File Date: 07-15-2019. Service Provider Number: xxx-xxx-xxxx Estimated Service Fee: $75.00 My claim for my washer was opened on 7/15/2019 and I was assigned a service provider 1 who would not return a phone call or answer phone so that I can schedule a service request. HWA customer service members also faced the same problem and finally after one week of back and forth they assigned Sears to take over. Their technician came out and advised that their first approach is to repair the washer and will order three parts. Once parts arrive call back and schedule an appointment. ETA for parts was given as 8/5/2019. I did receive one part on time however the remaining two parts are still on backorder. In the meantime, I have called the number of times to check what is the claim status. For 3 weeks I was bounced back and forth with statements from HWA that we are still waiting on parts from Sears. On 08/12/2019 a supervisor left me a message that he had checked Sears system and they have received the parts and I can call Sears to schedule an appointment. But that supervisor did not know that I was in contact touch with sears and part is still on backorder as of today and Sears is providing with no guarantee as to when the part will be available. With that being said I have been paying insurance premiums for approximately two years if not more and when it came to service I get nothing but being advised that parts are still back-ordered. I cannot wait and keep on hearing that we are waiting on parts. What is your company policy? Where do you draw the line? When I called today (8/19/2019 after confirming with Sears one more time regarding part status which is still on backorder) I called HWA customer service and I was advised that as per the contract they are under no obligation to move forward with replacing the washer. There is no deadline for HWA and they are under no obligation to replace the defective appliance. I must wait for the parts to arrive. I do need a resolution to this issue. I have been very patient till now and I believe that your company is nothing but a scam and I will make sure to post an actual picture of your company on all social media forums that I have access to regarding my experience so that other people do not get scammed. HWA website has guidelines to post a review online which is as follows: Please note that not all reviews or images are published. Our Moderation Team will evaluate your review and image to make sure it fulfills our guidelines. Remember, you are responsible for what you write and upload so please be fair and honest. So in other words, if they do not like what you have to say they can choose not to publish your review.

This company is a nightmare. I requested a service call for my washer. They sent out a guy that showed up with a truck load of pool cleaning supplies. He didnt even plug in the washer he asked what it was doing so I told him and he googled it. Then he bought a random part and a week later he installed it. He refused to stay for 10 minutes to see if it resolved the issue. The issue remained. So then HWA sent out sears since it was a kennmore. The first appointment was a no show then a week later they showed up and in 5 minutes found out the board was bad. If the first guy plugged it in he would have realized this. So a week later the part came in and sears installed it. The washer works fine now. HWA is now hounding me for a second service fee due to a different diagnosis. The first guy just guessed. I ended up spending more than the part the board cost. Nevertheless I did not renew the contract with these people.

I hope this information along with all of the many many other complaints will be sufficient to save other potential customers from doing business and becoming another victim of this SCAM operation. Pathetic. In June we called HWA because of a backup of our septic system and put in a claim at that time. We were given the name of a vendor that would contact us. No contact and after 3 days we called the vendor. They told us they do not do business with HWA. We called HWA again and same thing. They gave us the name of the next vendor and after 2 days we heard nothing so we called them. They told us they never heard from HWA and no longer do business with them. Again we called HWA and they said they would get back to us. No contact. We called HWA again and they told us to find a vendor because they had none in our area that they work with. We were directed to have the septic company call HWA when they were at our home with the diagnosis of the problem to see if they would cover it. The first step of action was to have the septic tank pumped to see what the problem was. HWA authorized them to pump it but would only reimburse me $153 of the $329 charge. Are you kidding??? I went ahead and had the tank pumped. It had already been several days/weeks of backing up. I paid the septic company and was then told that we may need new drain fields, a very expensive process. As instructed I sent a copy of the paid invoice with an email to HWA. In my email dated 6-12-19 I asked for a response to let me know if the drain fields would be covered. I never heard back and did not receive reimbursement. I sent a followup email to the same person to confirm receipt of my previous email and paid invoice. I heard NOTHING! Finally August 1 I called and explained everything referring to the case # and all details. They acknowledged that the email and paid invoice had been received and would send my request to the department to "expedite" the matter. I should hear back 24 to 48 hours. NOTHING! I called again and spoke to another HWA representative. I was told again that he would check into the delay and would get back in 24-48 hours. Of course I told him that I had already been promised a call back previously. After 48 hours I called for a supervisor. I was required to give all of the details again before they would connect me to a supervisor. After being on hold for over an hour and not ever speaking with a supervisor, the rep asked if I wanted the supervisor to call me back. I reluctantly said yes. I have NEVER heard back from HWA yet, as of this day, 8-17-19. I am beyond frustrated. What is the solution? I pay over $1500 each year for this "service" plus the service fees. I will never ever use this company again and I will spread the word as much as possible about the horrific service and unforgivable business practices. They should be closed down. They steal and lie and misrepresent. Buyer be aware!!!!

This has been the worst experience with getting my problem fixed. Water was leaking in my garage and neither HWA nor the plumbing company that HWA contracted with seemed to care to send someone urgently. I waited 2 days to get someone to take a look and their response was to quote me $17k to fix the issue and that it would take many weeks to fix. They left with my water still leaking and told me to turn off my water. This was very frustrating. Over the next couple of days, I kept being ping ponged between HWA and PipeDoctors247 regarding who i'm waiting on to get a resolution to my problem. I finally contacted another plumbing company and they were able to get me water access on the first day and repair the issue completely on the second day. My final contact with HWA was when my water was still leaking and I asked for an update; I was told that they would call me back. That was my last interaction and they never called me back so for all HWA knows, my water is still leaking and just ignoring the issue. I would never recommend HWA to anyone. Avoid at all cost!

No stars! Claims began 6/7 for AC blowing hot air. Company came out and added 2lbs of freon and leak freeze. 6/28 same issue. Tech comes out, does not check freon pressure but rather indicates a new control board needs to be ordered. HWA denied the claim indicating the control board was wet from heavy rains we had in the area (but not a drop of rain water in my finished basement). Most asinine diagnosis ever. How about the control board was wet because of condensation from the coil that was low on freon and froze up again. 7/12 I pay for freon again for "temporary cooling" while they order a new AC unit. 7/30 a new unit installed. 7/30 evening blower is turning on and off repeatedly and had to turn the NEW system off. 7/31 Company comes out on a recall and finds nothing but still wants another 100.00, after I just gave them 700.00 the day before for uncovered parts on the AC installation. Call HWA for the 5th time, put on hold, ask to speak to a manager all five occasions and no return call. Still no AC and zero help from HWA. I plan on contacting the Illinois States Attorney, The Better Business Bureau, as well as Channel 5 Investigates. From what I can see from these reviews I am not the only person being ripped off.

This is the worst home warranty company we have ever had. We have had a home warranty for years and never had this experience. We have been without a dishwasher for over a month. HWA has lost the location of the part they ordered. The service company has had to reschedule our appt. to fix the dishwasher three times and no one is able to even give me a timeline as to when the dishwasher will be fixed. Also, HWA will not even refund our $100 service fee or credit our account for the amount. I am beyond frustrated and just want our dishwasher fixed or replaced. I have spent countless hours rearranging my schedule to accommodate appts. that cannot happen due to the part not arriving, as well as time on the phone with HWA and the service company. Please take my advice and never choose HWA as your home warranty company.

More like 0 stars. July 3rd: refrigerator stops working. July 5th: we make a claim online, receive an email stating that a service representative from Sears should be contacting us within 48 hours. July 7th: 48 hours have passed. I call the number provided from the HWA email for Sears. Sears has nothing on record. No one from HWA called the order in. We call HWA and eventually get to talk to a person. This person tells us that, when the service provider is Sears, we have to call in the claim. We were at no point before this cal provided this information. They schedule a Sears service. July 10th: Sears calls on the day scheduled to service the refrigerator, saying that they have to reschedule 2 days later. July 12th: Sears service checks the refrigerator, cleans the elements. July 13th: The refrigerator stops working. We call Sears again. July 15th: Sears comes out again, says we need a part, that it will take up to 10 days to get, that we should call Sears if the part does not arrive. July 25th: the part does not arrive July 26th: we call Sears. Sears says they cannot get a part, says to call Samsung. Samsung says they cannot replace the refrigerator. We call HWA. HWA tries to put in a claim to get a service technician out again. We stop them and demand a replacement. Now we are to wait 2 more days to hear back. We are going on nearly a month without a working fridge. We are expecting a baby in less than a month. What in the world are we paying HWA for? They do NOT honor their warranties and have horrible customer service. AVOID AT ALL COSTS!

This company is the biggest joke ever. If you have endless weeks to wait around for them to get your stuff fixed then go with them. Last Wednesday they told us that they we're ordering our parts to fix the air conditioner. Today a full week later after having a chase them down for an update they just told us that they ordered the part today. What took so long to do that when you said it was ordered last week. It's been 100 degrees for almost 2 weeks and there is no sense of urgency at all. But you have no problem sending us 3 renewal letters a week to extend our contract. How about you fix my problem first. They also used carrier parts in our Rheem system the first time they fixed it and that caused it to really break down. Way to go HWA.

Please save your money! Don’t waste it with this company it is a rip off!!!! Made a claim with them last summer for the air conditioning. It took several days for them to get someone out here to look at it. When they finally came the tech suggested that the unit needed to be replaced but the HWOA wanted them to patch it and make it work. Which was done. During the winter the heat goes out same unit same problems. Guy supposedly fixed it. Now here we are summer again ac is out. Guess what!!!!!! Going on 5 days without air conditioned. They keep saying they coming nobody shows up!!! This home warranty of America is a joke!!!! BEWARE STAY AWAY FROM HOME WARRANTY OF AMERICA!!!!!!!!

Dishonest and horrible to deal with! 2 weeks without AC! I'm 37 weeks pregnant with 2 kids in 90-degree weather. Filed an Emergency claim with HWA 2 weeks ago, called multiple times (as they never update us) & just found out (from the contractor after checking with them) that HWA still haven't ordered or shipped the part. They did however tell us 5 days ago that they were having the part shipped. Dishonest and horrible to deal with! HWA clearly does not treat your emergency as theirs, does not follow up with customers or contractors and leaves you hanging in there! Will definitely not renew our contract with them.

ZERO STARS! Do NOT waste your money with these people. Have been w/out A/C for over 3 weeks and we live in Arizona! They don't have anyone who services our area (it's because they're a bunch of crooks so no one will work with them) and the rep says that we live up north, so we don't need air conditioning. WHAT????? I had to give THEM names of A/C companies in our area - they were supposed to call each of them to see if they could help us and that they would call within 24 - 48 hours. That was last week. Is it possible to take companies like this to court? Isn't this a breach of contract?????

I got Home Warranty of America with my mortgage when I purchased my house in July 2018. 11 months later our AC went out in South Texas where the temperatures don't get below 80 at night. I called and submitted my claim on June 10th and then had a maintenance technician come out 3 days later on June 13th. I called HWA that night and they had not received the info from the service company yet. I called back on the morning of the 14th and they had received the information and I approved all of the covered and uncovered repairs to be done. After this I pressured my service company to do the work. HWA did ABSOLUTELY NOTHING for 11 DAYS!!! I sat in a hot house with my wife and new born child for over 16 days now and still don't have the repairs done because HWA does not care and is not proactive to file their own claims and order parts when approved. I have spoken with HWA on 6/10, 6/13, 6/14, 6/17, 6/18, 6/21, 6/25, 6/26 all me calling them and only once did I receive a call from them on 6/25 and that was because I was on the phone with them for over an hour and demanded an update by the end of the day – the update was “you must wait”. I STILL DO NOT HAVE THE WORK COMPLETED AND MY SERVICE COMPANY HAS HAD TO REMOVE ME FROM THEIR SCHEDULE TWICE DUE TO THE LACK OF ACTION FROM HWA TO ORDER MY REPAIR PARTS!!! I WILL NEVER USE A HOME WARRANTY AGAIN FROM HAVING SUCH A HORRIBLE EXPERIENCE WITH HWA! I called my own technician out and they came out in less than 2 hours instead of 3 days. I am a real customer with a real problem living in a metaphorical oven because HWA does not care about their customers and the lack of action from them.

Submitted a claim on 5/21 because experiencing problems with HVAC system. Technicians came out on 5/24 and submitted report to the company on 5/27. I have been calling the company ever since (every 2 days) to get an answer on when/how the claim will get resolved. Every time they tell me I have to wait 48 hours and they will call me to let me know what it needs to be done and when they will get the problem fixed. It's now 6/17, HVAC is still broken and I have NO INFO whatsoever on how/what/when this claim will get fixed. On top of that I can not get a straight answer on what they are waiting for and if they are changing the whole unit or replacing some parts. Also I am a premium customer, meaning that I am paying an extra because I want the new appliances to be smart (consume lees energy), but they do not even provide tech info (even if I specifically asked). I will call them again today 6.17 for the 10th times to probably only hear more lies and that I have to wait 48 hours.

Don’t toss your hard earned money out the window. These nefarious people will dress up their plans and promise you extras like pool pump coverage unlike other plans, including green appliances coverage for an extra charge. When it comes time to use them you’ll be lucky if they will even get back with you for the job. Our pool pump failed and they had no vender to do the job. As far as I’m concerned it’s fraud. I recommend you save your monthly or yearly home warranty payment. Set it aside and take care of the issue yourself. Consumer Reports also recommends this and it’s darn good advice.

I have been with AC for 6 days. I have a son and 2 dogs. No one will get back to me. When I ask for a supervisor every agent tells me it’s classified they cannot give that information. I am a real estate agent. Can you imagine if a client asked me how to contact my broker and I said that’s classified? I have been with HWA 3 years. They tell me with no ac I have a 24-48 hour turn around 8 hours a day only business days and hours. Meaning that will be 6 days of 8 hour works days before they get back to me. I have inside and outside warranty with them. I pay $95 a month. I don’t know what to do at this point. My house is so hot. I got as many fans as I could. I’m in Texas and we are miserable. I can’t get anyone to help me

On May 16th we called to get our dishwasher fixed. The repairman came quickly and said he would fix it when they got the part in or purchased a new one depending on the cost. First they had to review the request and that took over a week. Then they had to order the part and they did not order it correctly the first time so they had to order it the second time. It is now June 1st and no part has arrived. We have talked to numerous people and a supervisor who would not expedite the part. Mostly the customer service reps speak another language which is fine if they understood English well enough to speak it when they are not reading the script. Horrible horrible service!!

On April 6th 2019, I smelled gas in my home. The gas company came out and it was found that the regulator was leaking causing the gas smell. After calling HWA, I filed a claim and they said they were going to send someone out. The person they sent, called before arriving and asked what the part was for the issue. When I told him it was a regulator, he stated he didn’t know why they sent him out, he was a plumber and that he didn’t work on stoves/ovens. He advised me that they (HWA) does this all the time, and also stated that they “give incentives to say nothing is wrong so that they can deny claims.” He advised me to call them back and ask that they send an appliance tech to come out and overlook the issue. After calling HWA back, I spoke to a representative that was absolutely rude and became very defensive when I asked that they send an appliance person to look at my stove/oven. Eventually, they sent out someone from an appliance place. After the appliance person came, they found the leak and seen how my stove was “red tagged” due to the leak. The appliance person stated that they would order the part and get the approval through the HWA because it in fact, needed to be repaired. They stated it would take a week for the part to come in and then they would contact HWA for approval and be back out. After 2 weeks we called the appliance place, and they said that the HWA hadn’t approved it yet, and that they had already tried to contact them, but that there was no approval. My husband tried to contact HWA, and they stated that they needed the home inspection, however; they never called to retrieve the inspection or even to tell us that’s what they were waiting on. After my husband sent it, they then said they couldn’t approve it because it needed to be in the form of a “pdf file.” My husband sent over the inspection as a pdf file via email, and then they said to contact them to “further discuss the claim.” At this point, it had already been 5 weeks from the initial claim, and when I contacted them for the “discussion” they informed me that they denied the claim because on the inspection, it said that the igniter didn’t work properly. I explained to them that the igniter (stove by the way) was not the issue for the claim, the claim was in regards to the regulator leaking gas. The gentleman’s name (and he was most definitely not a gentleman) was Ricardo C and he was absolutely rude, obnoxious and disrespectful. He kept cutting me off and when I was speaking, he would say “let me know when you’re finished..” and he kept rushing me off the phone. I asked several times to speak to his supervisor and he kept telling me no, then that he was unavailable, and told me to hang up and call someone else. It seems as if the contractor they sent me to was absolutely right, they do anything to deny a claim. Their excuses were absurd and Ricardo was absolutely unprofessional. When asking for his manager, he refused to give me his information. He also told me it’s “not relevant” that I was asking for his call center to inform BBB and that his supervisors information was not his to disclose (all I asked for was his first and last name) which I found ridiculous, being that I too am a manager and I advise my employees to throw my name out there all the time to ensure quality service, and because as a manager, I am the go to person for complaints and concerns. I finally hung up with Ricardo who was horrendous. I also asked him, why they never called me to inform me that they were “waiting” on the home inspection, and he said that someone else did. When I asked when and what number, because I had not one call or voicemail from them, he took his time to search my number and repeated it to me. When I asked him for the date, he took his time again and gave me April 16th. I informed him that I have answered every call since the claim in case it was them and not once did I receive a call from them. Then he said it was a voicemail. Which was also false. Come to find out the date April 16th was the first attempt that the appliance place called them to ask them for the approval, not HWA attempting to call me. I then called back (as he advised) and after the second representative read Ricardo’s notes, she uses his same excuse, and then when asking to speak to her supervisor, she told me it was “not necessary” because they made their decision and they’re not going to override it. I told her that I still wanted to speak with him, and after a while of holding (which I’m sure she consulted with him about it all) he answered and immediately said, that it was already decided and it’s denied. Then he told me to give him “proof” that the top gas igniter wasn’t the reason and then file another claim. Which of course, is more money for them. This is absolutely ridiculous. Immensely unprofessional and quite frankly, seems like a scam. I wouldn’t even give them 1 star. They’ve made excuse after excuse as to why they denied my claim and then they refuse to “override, or change their decision, and while talking to the claims department they all said “I don’t know who denied it, but it was denied.” The gas company has been out to my house twice within 90 days due to the gas leak. We had to shut off the gas to the stove completely and have been out of a stove/oven for going on 5 weeks. It is so unsafe for my family of 5, which include 3 children all under the age of 13. When telling them this, they said nothing, just “there’s nothing else we can do.” This is a poor performance of business. I NEVER complain about other places. I’m not one to contest things like this, NOR do I ever rate places, good or bad. I’ve had awful experiences, but I am not a complainer, but I HAD TO write a review and file a complaint because I have never been so dissatisfied with ANY company whatsoever!! Save yourself the time, money and headache. I canceled my policy immediately. Not worth it. Not at all!

Very poor customer service and vendor vetting. Our HWA covers our washing machine. It began leaking water. Contacted HWA, they agreed to send a service provider, A Lighting Fix, to take care of the problem. The service provider did show up, apparently replaced the pump and indicated all was well. This was April 17, 2019. Two days later, we used the washer. It still leaked water. Called HWA, they contacted A Lighting Fix. Told me the vendor would be in contact to set up another appointment. One week went passed. Called HWA again. Was told the same thing. Another week passed with no contact from the vendor. Called again. Was told the vendor would be here May 9 between 12-3. No one came and no one called from the vendor. I took off work to be at the house. No response. Called HWA this morning, May 10, asked for a new vendor. One is supposed to come. I was told that, if the same problem exists, there would not be a deductible due. However, on the e-mail sent me, a deductible is listed. To say I am disappointed in HWA would be an understatement. Their attention to detail is insufficient and the vetting of vendors is poor. Maybe they get the vendors which charge the least. IF it is not fixed this time, I will cancel my HWA contract. This is unacceptable.

Terrible company. During the winter, my boiler went out. I called them and they said that since it was an emergency they would get someone out right away. No one called or came. I followed up daily and was told they will be here. After 1 1/2 weeks with no heat in a Chicago winter, someone finally came. Yesterday, my basement sewer drain started backing up into the house. Was once again told this was an emergency due to the sewage fumes. Was told it we would have someone there the following day. Asked for a supervisor to see if we could possibly get a 24 hour service out to help with this as the water is rising. The "supervisor" on the phone actually laughed at me about our flooding basement and just gave answers like uh uh and sure, then told me the earliest would now be 48 hours! Once again lied to by them, next day turns into 48 hours! Very unprofessional. An "emergency" to them means 48 hour turn around time at the earliest. Then they proceeded to tell me that they will not be responsible for any damages or mold caused because they refused to help right away. Just absolutely terrible customer service. Please stay away!!!!

0 stars here. I am pretty sure this company is nothing but a scam, especially after reading all of these terrible reviews. I am going to do my best to put them out of business. They want your money for the contract and the $100 repair fee and send you repair people with no legitimate addresses. The first time I called, it was for a water heater that was making the water too hot. In the past, I knew that meant that we needed a new water heater. Our realtor from Remax recommended the seller get this warranty for us as part of our house deal. I trusted the realtor. The seller trusted the realtor. It would have been much better had the seller just given us the $550 in case we had an appliance break down. The water heater repair person took two weeks to come to our house, wouldn't listen to what I said and fiddled with the controls on the tank. He asked how old the heater was and I said "over twenty years" and he disagreed with me. He said that we needed a new thermostat and he would order the part and come back in a week. I did not hear from him in over two months. Finally I looked online and saw that most water heaters are good for only 10-12 years and that fixing a thermostat on gas water heater is a complicated process. I decided then to ask the company for a new water heater and a different repair person. I also spoke to the service person who said that the part had been back ordered. I told him that I thought I should get a new heater and he said that the company would only allow him to suggest a new heater if it was leaking. I'm pretty sure he didn't call back because . he didn't want to fix the too old water heater. I spoke to several representatives and even a supervisor who all had thick accents and said that they would write notes on my account, but then when I would call back there were no notes. Now the water heater repair person is calling every day to come fix my heater (after I clearly stated that I did not want to work with that company). I live in a big city and am surrounded by repair companies....why are they sending someone from the other side of town unless they have some kind of agreement? He comes and gets my $100....for doing nothing....a good day at work yes? They also recommended a person to fix my refrigerator. When I looked him up since I was realizing this company didn't seem legit, this company had terrible reviews. People wrote :"Whatever you do, stay away from this company." They had a complaint from over 10 months ago with the Better Business Bureau. I called and said that I did not want to work with that company. Finally they cancelled my claim today because I didn't call the appliance company for an appointment-after I had requested several times to use a different company. What they are doing has to be illegal. Finally I asked for a refund of the $100 and the 450 contract fee and I was told that they don't give refunds. The Rep told me that I was the only one who has been upset with the company in the three months he has worked for the company,,,sure doesn't look that way from looking at these reviews!

I wouldn’t even give them 1 star!!! Negative stars for this company. This company is a SCAM!!!! Do not use them! Save your money. It will cost you in the long run having this warranty company. There customer arrives reps all day different things and they never contact you back! We put a claim in for our dishwasher and they came and “fixed” it. We had even bigger problems with it and they assured us there was nothing they were gonna do. We ended up having to replace it our selves!!! We cancelled them and they they told us they would refund within 2 weeks. After 2 weeks I’m now told they won’t because it’s the cancellation fee - I could go on and on. They are a SCAM do not use them!!!!

I've never before had to fight so hard to get a broken heater replaced. My family was without heat for over 3 weeks (my 3 year old son!) while I fought tooth and nail to get our system replaced. I gave up trying and decided to pay on my own. I paid almost $7,000 to get the system installed. Then, I thought I got lucky when HWA said they were going to do a buy-out. They offered $1,600. That's 25% of what I paid. I understand that HWA bases their prices on what they pay for things, but you can't buy a heating system AT COST for that much money let alone pay to install it and pay for a condenser. I will forever protest the way that HWA does business. They will lie, cheat, and do anything possible to not spend any money on you. I will absolutely not be renewing my warranty with HWA. Every realtor I know will hear about how bad the service is. SAVE YOUR MONEY DO NOT BUY HWA SERVICES.

I am a current customer who is extremely disappointed with the trustworthiness of this company. Long story short - I was approved for a project for about 1600$ by this company’s customer service. When the project was over and I sent HWA the bill from the contracting company I worked with - I was reimbursed 188$ ! Reached out to their customer service many many times stretched over months but they always gave a standard textbook answer about an auditor evaluating the enormous work that was done to equal 188$. Having wasted so many hours with this company I would like to give it a huge thumbs down.

SCAM!! Don't waste your money.We have been in our home for a few months and we have spent over $1200 out of pocket dealing with our septic. We have filed 2 claims one was for a clog in bathroom, they sent someone out within a week. The second is our leach fields and septic is not draining properly and to have that covered had to wait the 30 days, that is there waiting period for adding to contract. Then after that time we have been waiting additional 20 days. We have called and gotten the same thing every-time we call. Long Long wait time, in fact as I'm leaving this review I have been on hold for 20 minutes. I am told the same thing, we are sorry it will be 24/48 hours before we know anything. That was 20 days ago! They hang up on you, transfer you to the wrong department by "mistake". They don't care about their customers. I have never had to deal with a company that as a whole they DO NOT CARE!!! They are not even based in the United States. All they do is read a script and sound like robots. Please don't use this fake garbage, joke of a company.

If I could give this company negative stars I would. Please take the next bit of advice it will save you sooo much aggravation: If you purchase a home with a home warranty through HWA CANCEL IT within the first 30 days and take the money. That way you can use the money to actually get your appliances working if they stop working. This company has proven to me over a 5 month period and 6 technician visits that will do NOTHING to fix covered appliances!!! I filed a claim for a washing machine in September, it is now almost February, and the claim is still open. Over the course of SIX technician visits for the same 12 YEAR OLD WASHING MACHINE the control module, motor, wiring harness were all replaced. Please understand, as with most companies, each time the technician came out someone had to be home during regular work hours. This was very inconvenient for myself and my family to accommodate 6 times. The machine STILL does not work. It now sinks up the basement because the only thing it’s been able to do since October is spit water into the drum for a few seconds then completely stop and throw several error codes. Each time (3) the malfunctions were demonstrated for the technician I needed to come down with several huge towels to soak up all the water. Even after doing so residual water is left in base of the drum since the machine can’t drain. After the 6th visit, and diagnosis (the motor and/or control module, both of which have been replaced, are not working) and waiting 2 weeks for HWA to get back to us regarding there decision, I was just informed that HWA would like to try again! A decision has been reached, they are going to replace the same two components and see if it works this time around! Yeah… I’m done dealing with them. I’m taking my bill for the new washing machine that they refuse to cover to small claims court. Do yourself a favor and cancel your plan. I wish I had!!!!!!!!!!

This company should be called Home Warranty of Botswana or wherever their employees are located. Not in America, that's for sure. Had a dishwasher go out which shouldn't be a big deal to correct. They approved our claim. Three months later and 10 technician visits to repair, literally, the same parts on the dishwasher over and over again, and we still don't have a dishwasher. When trying to explain to Home Warranty of America that they keep replacing the same parts, they literally read a script that had nothing to do with addressing the issue we were talking about. When trying to escalate the issue, the employee would say that there are no managers for me to talk to..."It's impossible." That is all the broken English speaking employee kept saying. Same thing on the next call, and the next call. When the contracted technicians finally reached the max pre approved parts replacement of 500 dollars, the warranty company finally agreed to let me speak to a manager. The manager half heartedly agreed to replace the dishwasher. The dishwasher was ordered but the logistics company they contracted through to deliver the dishwasher keep failing to keep appointments to install. When I talk to them, they say its Home Warranty of America's fault.

HWA is the absolute worst. They are slow, hard to get a hold of, and have resolved next to NONE of our issues. We received the warranty as part of our home purchase. The companies they contract are of the lowest quality. We had a claim to fix our ice maker- after paying $165 the company deemed it unfixable and HWA would not reimburse us. We were out that money and nothing was resolved. Another claim was for our water heater- the contractor said it needed to be replaced and it took a month for HWA to decline the recommendation. Despite our contract explicitly saying replacement is allowed. DO NOT use this company.

Home Warranty of America is a frustrating company, to say the least. Their policies for arranging repairs seem intentionally obscure. If I didn't know better, I'd say there were so many rules and conditions so that they pay out as little as possible! But of course, HWA wouldn't do that. They care about their customers. That's why they only cover certain things, under certain conditions, and are very vague about what those conditions and things are until they finally get back to you after two weeks of purposeful stalling to explain why HWA is paying $60 of a $990 repair bill for your septic system in a two-sentence email. Keep your money. Save it. If you need to make repairs to your home, you're better off with this money in your pocket than in theirs.

HWA is frustrating for quite a few reasons, all claims representatives (it is always 1 of 4 that answers) are in Guatemala. Only one is really hard to understand with her accent, and she is also the one that seems least knowledgeable. Two of the gentlemen, Dennis and one I can't remember his name are always so nice and helpful, at least as helpful as they can be - they have zero authority. Alex the 3rd gentleman is not very polite and never comes across as understanding. We have had to have three appliances serviced since June and each one as been a complete pain! We have the top tier plan and it was expensive, so it is very disappointing so far. Washer, 3 visits and then we told parts were on order and by mid August, I called and they informed me that I had to decide on a payout or a new washer they provide. I am a working mom, married to a teacher with 3 children. I had been waiting for an update since early July. I guess they were hoping I would just never call?!?! Dryer, 3 visits, 1st to identify problem and then order part. 2nd visit comes with part and issues was misdiagnosed, so the part was not what was needed and new part had order. 3rd visit, correct part and a horribly rude and disrespectful tech, the dryer is finally repaired - too bad I don't have a working washer to match it. Dishwasher - we are at 6 visits, 4 techs and 2 companies and my dishwasher is actually worse than it was on 7/1/18 when this started. Almost 5 months and now end in sight! I strongly advise you to opt for a company that you find better reviews on.

Horrible and dishonest company. I submitted a request to have my HVAC repaired. The repair was contracted to a business with all 1-star reviews and multiple complaints of improper service. When they came out they diagnosed the issue as a broken condensate pump, which conveniently isn't covered under warranty. I ended up calling a more reputable company, and within a minute they were able to determine that the condensate pump was perfectly fine and there was simply a component not plugged in (may have been unplugged by another contractor). HWA charged me $75 for the initial improper diagnosis which was either intentionally dishonest or completely incompetent. I called to dispute the charge, and after multiple calls and emails never received a response. I finally called and demanded an answer at which point they simply said they would not refund the charge and would not provide an explanation. Dishonest company with horrible service, I would have been much better off with no warranty at all.

This is by far the worst Home Warranty provider I've ever had to do business with. They try to scam the customers out of additional service fee cost, if you have two AC units at your home and both are not working right when you file a claim they try to make you pay for two service fees for the same problem you are reporting at that time when you tell them your AC unit isn't working they are not cooling your house. If I could give this company a Negative number I would. The representatives refuse to give you supervisors names. They tell you they will call you back but never do. Then they close out your claims without telling you because you are disputing charges that they are supposed to cover but are refusing to pay because they are trying to make you pay additional service fee charges. They don't write down any of the notes or discussions you had with the representative at that time of the claim to make it look like you didn't have any issues because they close out the claim with no notes. HWA is by far the worst home warranty provider. Save yourself time and headaches and just save your money. The amount I paid to renew the service contract I could have just put towards the cost of the repairs myself.

If I could leave a 0 I would. Absolutely the WORST customer follow up follow thru!! I requested an AC buyout in June & was REPEATEDLY told that my claim would be answered within 24-48 hours. I was optimistic & I understand things take time, but 3 months to get the manufacturers specs from the HVAC Contractor??! I found it in under 2 minutes from a Google search, but because I wasn’t their vendor they wouldn’t accept it. Refunds are not even a real thing with this company. They’re definitely a profit margin driven business. Home Warranty of America should change their name to Home Warranty Thieves of America, I feel like I’ve been robbed for the last 2 years. And if I had found this page before I signed on with them they would’ve never been able to keep their hand in my wallet.

I would give 0 stars if I could . We are now three weeks and no AC in a house that reads in the 90s. Repeated calls to them has only resulted in lies and excuses. The first guy didn’t know their policies. Supposedly our coil was on the way that was over a week ago and it still hasn’t arrived and the last phone call to them and now I’m hearing they have the wrong shipping number . This is all just a bunch of bs. They keep telling me that someone will call me yet no one does. They keep telling us someone will be in contact with our local contractor yet no one ever is. Their customer service is completely useless and shady they never have any information and refuse to allow you to speak to the department that is suppose to have the info .

This company’s business model is to take your money and provide little to no service. Otherwise known as fraud. We obtained a home warranty policy from the sellers when we bought our home. Within a few weeks our dishwasher started acting up. We contacted HWA who scheduled a service call. We paid 100 bucks to the guy who said the problem was the mother board. He was supposed to order it and get back to us. He never did. After a month, and no fewer than 20 calls to HWA, they authorized a second service provider who agreed it was the motherboard. They told us we didn’t have to pay another 100 bucks, but guess what? Turns out we did. The changed the motherboard but it didn’t work. We called HWA and they said we’d have to get a new dishwasher. After two months without one, we were like “yay”. Turns out they’re sending a third service provider out and that we’ll have to pay another 100 bucks. I think this is their MO. They wear you down until you quit and just buy a new one yourself. Fraud, fraud, fraud. Someone should start a class action suit; I’d sign on.

I purchased my home a few months ago and insisted on a home warranty through the purchase. I was provided a home warranty through this company. My garbage disposal was acting up shortly after we moved in. I called they sent someone out to look at it. The service person never showed up to my home. I took the day off waited all day after I realize it was getting late I made several attempts to call and email to find out where the service guy was at. I could not get a return phone call. The next day I called they stated that I needed to pay for the service person because I was not home at the time that they arrived. I tried to explain I was home all day and waited for them and took the day off of work. They said that was not true that I was not home and if I did not pay for the service fee my account would be suspended. I refuse to pay my account is now suspended. I have made several attempts with this company to rectify the situation with no help. I've asked to talk to a manager I was told none are available. I was told someone will call me back to get through the situation and resolve it I'm still waiting for phone calls back. My suggestion is stay away from this company they are a fraud.

Currently covered by HWA , loss of heat Jan.2,2018 ,as of Jan.17,2018 still have No Heat. This is the worst company I have ever dealt with. They do not return phone calls , their service providers don't show up , don't return calls , and basically do not care. Currently the temps outside is 16 degrees and it has been below freezing for 12 days out of the last 15. My thermostat inside my home reads 42 degrees , with five space heaters running constantly. In the past 17 days we have used over 6000 KW of electricity ,that's more electric used than normally used in 90 days.. STILL NO HEAT!!!!!

i had a HWA contract for over a year before I had any claim in of jun 6 2017 they send a unlicensed contractor to my home and was told that my heat pump and hair handler need to be replace I had a 13 seer 2007 carrier unit the contractor told me it was the top of the line for carrier 13 seer 2007 models. it took til l6 22 2017 before I got a replacement installed I was told that I would have a $65.00 service fee and hwa would cover all by their seel person that is a completed lie first they the contractor told me the HWA does not cover certain installation cost that cost $ 805.00 dollars then i fond out the installed a payne heat pump and air handler yes its a carrier brand but the bottom of the line quality I had issues with this unit and the contractor would not come to look at it now in jan 2018 we have had low temperature and the heat freezes and stop working until it let over 32 degrees out then it defrosts and work again during this time I switch to emergency heat but the heat srtip does not work SHAME ON YOU HWA WORST COMPANY SERVICE

TERRIBLE COMPANY!! Someone came out to "fix" our dishwasher and we paid $100.00. The next time we used our dishwasher it didn't work. Called them and they sent someone else out. I asked them if I would be responsible for $100.00. They said no. The guy came out and "fixed it" again. Never heard from them. I received an invoice on 12/6/17 saying I owed the $100.00. I called them on 12/7/17 telling them that I don't owe the money per the last customer representative I spoke to. I disputed the second charge on 12/7/17 and they "sent it for further review." I called back on 12/15/17 as I hadn't heard from anyone and received another invoice and they said that it was reviewed on 12/7/17 and that I owed the money. I didn't know they worked so fast. They also locked me out of my online account and suspended my contract because I hadn't paid. Let's all remember that I just got the first invoice on 12/6/17. On 12/15/17 I asked to speak to a supervisor and no one was available. I also asked the man to tell me how much the part was and he said he can't see how much it is. I requested to speak to someone who can tell me that information and he told me there is no one to speak to regarding that information. I told him that I would be able to check myself if I wasn't locked out of my account for an invoice that was sent 9 DAYS AGO! I told him I would wait for a supervisor then said "sorry I can't transfer anyone either." The point is that everyone there is useless, pathetic and not helpful. STAY AWAY!

this company is a rip off , i had one of the installer come out for my a/c said it need to be replace . that was 5 weeks a go and i live in Florida. finally ended up contacting me after i contacted them several times to find out what was going on. inform me that it would be 1003.00 out of my pocket to fix . will not cover for a torch, vacuum , electrical , and several other items. the installer stated to me this was part of the install they should be paying for this. after yielding at them they cut if down to 738.00 WOW. they call it modification that are not covered in my contact and i pay for premier thinking i would be fully covered . i wish i had the money to fight this with a lawyer because companies should't get away with this.i feel that i was mislead nothing is broken down in my contract it just said there could be modifications not covered. please beware don't trust this company and make sure to do your research on line , come to find reviews are not very good with HWA .