Name: Home Warranty of America
Rating: 3.6

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Rachel Royer Meridian, ID

I like the peace of mind knowing I can get quick service at a reliable rate. Their vendors have been excellent in our experience.

5 months ago

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Fran Xu Cypress, CA

I had extreme bad experiences with HWA. Their customer services are trained same way only about their internal process, but their process is not customer service oriented, and not help to solve anything. It's my first year using HWA and I had two issues. 1. I couldn't file a claim for electrical system although it has been covered in my contract. The reason given to me is that "HWA internal work order system has some glitch, and there is no way to work around to set the claim. " They also mentioned this issue is not only to me but for many other customers as well. The only thing I can do is wait. Resolution manager usually told me please wait till end of today, and even they say they were going to call me, there was no call, certainly no fixing or progress. When I called next day, I got the same answer - our internal system has glitch, please wait until it to be fixed. In terms when / who to fix it, there is no answer. Resolution department has no alternative way to set the order and keep the process start, even though they say they understand the situation how messy a home would be without electricity. Each time the phone call been picked up by different people, so you have to re-tell the same information and also been asked to hold and then told the same message (basically, please wait). It wastes a lot of time repeating my request with different customer representatives, but not a single representative or resolution manager can really help anything. I couldn't understand why there is no alternative to make the claim, and they always put their process as an excuse and believe it has the higher priority than serving customer. 2. My fridge stopped working. In their standard procedure it took 48 hours to assign a technician company, and technician company booked an onsite inspection one week later. After that, it took another 48 hours for technician to upload the diagnose report. Surprisingly, the report saying they refuse to repair (probably missing part? I cannot see the diagnose report through online portal, only HWA people can see). Customer service said a new technician will be assigned, but with no timeline, no different level vs the first one, so not sure what will be the diagnose report coming up. Then the re-assign normally takes another 48 hours, booking may take longer days, and nobody would tell you whether the issue can be fixed or not. Overall, I feel HWA doesn't care whether your equipment can be fixed or not. There is no way to accelerate, there is no assurance to fix anything. They do have people to answer your call, but they cannot help you. I was asking an alternative solution to have a technician to fix the issue first and then reimbursed from HWA since your internal work order system caused the issue, the answer is No. My experience with HWA is that they say their insurance cover most of home items, but they just won't fix them, or it will take very long process until you give up and spend your own money to fix. The timing and energy you put on dealing with HWA is costly. Two issues still exist, and I have no idea when they can be fixed.

3 months ago

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R

They're very quick to answer back. Just recently I needed someone to come and check out my air conditioning units and it was done within 24 hours.

6 months ago

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Baoke

I got a water leak and then they were able to help me get it stopped right away. Great customer service. They always answer my question right away.

6 months ago

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DB Royse City, TX

We have been a loyal customer of yours for more than 14 years and I have referred dozens of my real estate clients to ONLY HWA. Now, when I needed your services, I had to wait 3 weeks to get someone to service my hot water heater. Also, you increased your charges this month to make them double what they were a couple of years ago. I am going with another Home Warranty who is reliable and is fair in their pricing.

6 months ago

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John Benton

We just recently used our warranty for some electrical issues and they came out and fixed it within a week. I wish they had more providers.

6 months ago Edited October 12, 2023

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Tony Genova Houston, TX

I have filed 5 claims for the same issue. Three times the contractor did not show up. One time the contractor only worked on septic tanks and my current claim is being disputed. I need my plumbing lines unclogged. They need to be water jetted and have them inspected via camera that can all be done through the house clean out. You are trying to say that you don't cover anything if they have to use the roof vents to do this work. I have had this done before and it was done through the main clean out on the house.

6 months ago

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Rick Zamora Mountain Home, ID

Always quick to respond it had somebody out the next day. It was amazing. Service was on time and paid for and great service.

6 months ago

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Chet Shermer Dallas, TX

We have been customers for 6 years and have had a great experience with claims. They use good companies for their work. Highly recommend.

6 months ago

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Wolf Laredo, TX

I was satisfied that the HVAC technician finally showed up and was able to get my 23 year old AC compressor to limp along for a little longer. It is holding up, for now.

6 months ago

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Sandra Combs Temple, TX

Not happy because I have the top plan with you and I’m still without my AC for going on 3weeks here in Texas. I have had 2 different people come out and give two different diagnosis the last one said it was because my coil evaporator was dirty and they said that’s normal maintenance and refused to send anyone else out to verify what the problem is until I pay to have the coil cleaned. So I will definitely not be keeping this company as my home warranty company. Why have the best plan when you’re still not being treated as such.

6 months ago

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Cheri Walker Colorado Springs, CO

Home Warranty of America is quick to respond to submitted claims to ensure the issue is taken care of in a timely manner.

6 months ago

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Ralph Van Dyke Idaho Falls, ID

This last claim was my worst experience with HWA. Lack of communication and technicians didn’t want to work with them. I felt I had no choice but to call Courtney to light a fire under someone.

7 months ago

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Annetra Kings Mountain, NC

My air conditioner was not working properly! Hwa replaced the unit within weeks! Great service ! Professional! And Great price !!

7 months ago

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Dion

Every time I submit a claim, they denied it. Even though other companies that are similar to them process the claim without any issues. My dishwasher and my ice maker from my refrigerator within the past two weeks they denied both claims for the exact same reasons. Within minutes of receiving the invoice work repair order from the service technician stating abuse when I wasn't even living in the house, things broke and just sat there as I had the house on the market to sell.

7 months ago

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Bishnu

So one of so one of my A/C units it's not working properly so I requested a claim and I just keep calling and they tell that someone will come and there are like 2 vendors which I was allocated and they rejected offer. They told they are not being paid by Home Warranty of insurance, so they are discontinued.

7 months ago

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Gina

I've had used my warranty several times. My A/C broke a few weeks ago or about a month ago. They sent someone out here. The company they sent out here was very low rated company and unprofessional. They didn't come at the time frame they said they're going to come. They wanted me to pay an extra $600 for the repair and I just didn't feel like that was right if I'm paying home warranty insurance, why do I have to come up with any extra money? I'm just not happy with their service and I'm looking for another company

7 months ago

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Catha Baton Rouge, LA

Prompt service from time the service request was made till the technician arrival.Chris was professional and finished the work in a timely manner.

7 months ago Edited January 10, 2024

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Ruben

I called them to get a person to come out and then they sent me an e-mail saying the person would be out and then the person ever came and I called the person and they were like no one ever contacted us or made an appointment with us to come to your house. Then I called home warranty again and told them this and they're like "oh, we'll call the technician and we'll make a new appointment." And I never heard back from them again and that was like 3 weeks ago, so I still not had a technician coming to my house.

7 months ago

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Lyle Smithers Stone Mountain, GA

I do not like how you changed Vendor selection. I liked it when I could request Vendors that we have worked with in past years. Some Vendors that you are currently using do not impress me

7 months ago

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Silvia

the service is very good and easy. I've used it three times now. One for my refrigerator, the ice maker wasn't working. The second one was the clothes dryer wasn't working either. And now the third time was for a leak. The third time was the one that I was not completely satisfied and it's not because of the service, it's because they were charging me for two visits when it should have been only one. So I'm paying two times for the $75 deductible service when it should have been only one.

7 months ago Edited September 13, 2023

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Lynnette Minnick Powder Springs, GA

I would not recommend HWA. They do not have a lot of companies in their pool. When I submitted a request for my AC to be fixed I would call on Monday and my appointment would always be on Friday. They fixed one problem but it was always making a loud noise and that problem was never fixed. In the he end they did not fix my AC issue. I had to get it fixed out of my own pocket. I will be leaving HWA at the end of the month.

7 months ago

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Jon New Braunfels, TX

Their 24-48 hour window of establishing an appointment for a repair is useless in an emergency. They are quick to answer the phone at some off shore call center, but it could be days or weeks before a repair can be completed. They have yet to address a leak in our spa that was submitted 2 years ago. The repairmen have been good, but the timeline is not acceptable.

7 months ago

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Andrew Roswell, GA

Overall good value for the money, and the customer service has been good. Timely, effective repairs, and they do cover what they say they will cover.

7 months ago

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Dedrick Whipple Sr

The wait for a response from HWA and when I was informed it was at the last minute to the point of not really being able to speak with the technician concerning the appointment time.

7 months ago

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Rhonda Oklahoma City, OK

HWA does not have any form of urgency on their replacement process. They should re-evaluate their 30-day Lowes gift card process!! My primary refrigerator went out on 8/9/2023 and I'm still waiting on the gift card to replace. This process DOES NOT meet the needs of their customers!!! This has been a HUGE, COSTLY inconvenience!!!! I would NEVER recommend HWA to anyone!!!! My question would be, "Would their Leadership Team want to be without their primary kitchen refrigerator for 30+ days"?????? Extremely Disappointed in this process!!!

7 months ago

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K North Liberty, IA

No techs want to work for them because they don't pay them out. We had to have two different claims put in for the same repair because the won't pay the people doing the repairs and HOME WARRANTY won't give us our 100 dollars back from the first tech. It takes MONTHS for them to find someone because of said reasons. They gave us a great deal for the next 5 years but I regret it. Just Don't with them.

7 months ago

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Arthur

HWA is one of the worst companies I have dealt with. I have had 3 properties insured through HWA over the last couple of years, and it is reduced to 2 properties after the sale of 1 home. HWA goes out of their way to avoid paying for repairs like the recent problems with my HVAC. I had service companies come and claim certain components were leaking freon or were not operating correctly, and HWA kept cancelling my claim. I will be dropping HWA totally once the terms of the coverage end in a few months.

7 months ago

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Wendy Indianapolis, IN

The claim handling experience has definitely improved over the years I love that everything was done via email. No callls needed

7 months ago

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Glen Randles Darien, IL

Have had this company for several years and we’ll they always have some way to charge more. This time I had a problem and they came out like thay say and I paid the service fee. But not I get email that I need to pay anothe fee becouse the furance has a warranty and they have to do the paper work for it $100.00 The company that installed the furance was sent by HWA a year ago and now will not service it so when it need work I called HWA and now have to pay more to get it repaired.

5 months ago

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Maria Koziakov St. Petersburg, FL

There has not been a single claim that went through without a fight. appliance parts take forever to arrive. One month to repair a refrigerator is what it took only to find out that one part that was claimed out of stock was always in the repairman's truck , but moreover to find out that there is also a leak and the refrigerator cannot be repaired. Happy to find out it got approved for replacement - boom, the lowe's gift card will arrive in 30 days!! How nice 2 months without refrigerator, what a joke. Another property, another refrigerator, after the part finally arrives in 6 weeks and is installed, but the freezer door still leaks and freezes up , the vendor never returns phone calls. Keep trying until HWA says it has been 30 days, open new claim, pay another $100! Plumbing was a night mare, leaking washer and unreliable plumbers keep rescheduling due to crying babies and barking dogs in the background. Call HWA to ask for another plumber, instead they open new claim and make me pay $100 twice, what a scam. Another plumbing claim broken shower gets denied based on the diagnosis that the plumber says he never submitted. Another fight to get another plumber re evaluate, gets denied again - the repair has been completed without authorization! No we were supposed to wait for 2 weeks for authorization with a non working shower. The communiocation between vendor and HWA is awful, authorization process is not functioning as a result it so time consuming and stressful and absolutely not worth the money. Angry tenants, disappointed landlords.

9 months ago

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pursegirl67 FL

I reached out to Home Warranty of America in regards to my HVAC system not cooling. It took almost 3 months to get the system replaced. While I appreciate all that they did, I live in Southwest FL and its summer.

9 months ago

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Rachel Birmingham, AL

I was hopeful that being a long time customer would have been valued and help to resolve our issue in a timely manner. Sadly, after having to repeatedly call the company to get any traction on our claim, it took more than a six weeks to get resolved. Our first technician took two weeks of time and never submitted the info so we had to have another sent out. Then the part ordered was shipped to the wrong carrier. I’m disappointed that what I thought would be a helpful resource and experience has turned out so poorly.

9 months ago

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Roy

They always get someone sent out and take care of the issue. My air conditioner broke and they had someone out the day after I called, and it was repaired the same day.

9 months ago

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Laura

I used to be with a different company and I moved over to Home Warranty of America and I'm definitely much happier. They're very quick to answer and to schedule.

9 months ago

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Sean

I used it recently for something that they didn't make the part anymore, so they did offer a buy out, which is in theory great, but when you paid $600 for a warranty and then they use the wholesale price instead of the price of a retail oven, it's not been a great experience, but it's better than nothing, I guess.

9 months ago

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Bruce Babendir

The drain just stopped working and at first, it went very well. They came out right away and orded the drain pump and put it in, but then it turns out that wasn't the case. I've been waiting to hear back from them on when they are going to get back out here

9 months ago

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Leslie Marie Grooms

I had to use my warranty most recently for my garbage disposal. I called and filed a claim and they had someone out here within that same day; got it fixed and ready to go within about 24 hours since the first time I called.

9 months ago

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Jennifer Grissom Blue Springs, MO

I have been very happy with Home Warranty of America. It has been worth the money for the amount of things in my home that have been fixed or replaced.

9 months ago

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Tony Karagiannis Waxhaw, NC

Very happy with the work so far. I have been with HWA for over 7 years now. They took care of several issues with this house. They use good plumbers, and appliance repair contractors. I do recommend HWA.

9 months ago

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Joy Deltona, FL

I did not like the fact that it took 3 weeks to get my ecard to purchase my new washer. I had to go to the laundromat 3 times. I did not get full replacement money to buy the new washer. So I paid my 100.00 for the tech to come out and then to buy the cheapest washer I had to add 253.00 to the money hwa gave me. All in all I spent 353.00 to have this warranty. Now my AC is not working properly. So another 100.00 plus I have to pay 138.00 when they come back to fix it. I live in Florida and it's been 86 degrees in my house for 2 weeks now and it won't be fixed until next week. So another 238.00. why do I have a warranty?

9 months ago

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T

Before HWA switched to Choice I would have rated it higher, but I was very displeased working with HWA since Choice took over. It doesn't hold the same value anymore as it used to. Previously I was able to completely replace a couple of appliances which made HWA a great value for me, but this year under Choice "replacing" an appliance meant giving me about 15% of the total cost to replace it. I spent significantly more money on HWA insurance than the 15% they gave me for the appliance. Not worth it.

9 months ago

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William Apache Junction, AZ

Wish I was told that because my appliances are old that HWA will not replace 100% by maybe just 65% of appliances value. I was paying 100% cost of my premiums . I should paid 65% of my premium each year. Amazing

9 months ago

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Joanne Oswego, IL

Home warranty has responded quickly and made sure someone came to fix the problem I had. The problem was fixed and the service person was very friendly and efficient.

9 months ago

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frances ferrer Los Angeles, CA

customer service is excellent. the vendors are not so great roofers replaced with mismatched colored shingles. plumbers tried to hustle us to pay for a new clean out valve which we already had had to get a second opinion and that plumber supposedly did the job but didn’t bother to tell us they were done, so we just cross our fingers and hope the issue doesn’t repeat

9 months ago

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Katherine

They were just hateful. My washing machine broke and the gentleman that came out here told me that they could not fix it and it had to be replaced and that I would hear something from them within 24 to 48 hours. It took 3 weeks and I had to have my realtor call the lady that was over the district here in Florida before anybody would even respond to me. The lady was just very rude to me, she did not want to give me the value of the washing machine to replace it. She told me the washing machine was 20 years old. She wasn't going to pay the full value. That was the point of me getting the Homeowner's Warranty. She just didn't care.

9 months ago

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Nick

I wouldn't recommend them. About two months ago my air conditioner went out and they sent a service provider out three weeks later, at which point the service provider gave them the response that it needed to be replaced. They then chose to get a second opinion, which took another two weeks. And then finally, that person was able to come out, take a look at it, provided the same response the first person did, and at which point they did actually replace the unit. But in total, it took about six weeks to get done. The customer support staff has no power. They just read scripts and will feed you BS responses.

9 months ago

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Michael

They just passed on information and when you call back to ask about what happened they they have no real answer for you. The first time we called was for the vent that air stopped coming through. We needed somebody to come out to service that. They contacted 3 companies before we found out nobody was coming out. They kept telling us for one reason or the other that person got rejected. That person is not going to be able to help us. So that didn't get done. So that took a week to go so that and work never got done, all right. The second time they couldn't find people that will come do the work. I would never recommend them to anybody.

9 months ago

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Terri Neville Nashville, TN

They are very responsive for small item claims. When it is a big ticket item like air conditioning or water heater, this is the worst company to deal with. They add a charge and will not let you know what it is for. If you don't accept the charge, they cancel your claim. There is no one to talk to and when you do get someone you start all over from the beginning and get canned answers that aren't relevant to your claim or contract.

9 months ago

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Christina Denver, CO

So far with the issues I've had I've been able to get an appointment right away and the vendors that have come out have been very professional and friendly.

10 months ago