Home Warranty of America: Read 1,606 User Reviews From Real Homeowners

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Autumn Hillian Virginia Beach, VA

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

1 year ago

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Mark G

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

1 year ago

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Christopher Keller, TX

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

1 year ago

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Jonathan Joliet, IL

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

1 year ago

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Carol A Seattle, WA

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

1 year ago

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Frances

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

1 year ago

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William

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

1 year ago

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Michelle

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

1 year ago

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Wilner

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

1 year ago

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Mark

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

1 year ago

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Robert

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

1 year ago

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Stephen Salem, OR

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

1 year ago

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Cathy Warner El Paso, TX

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

1 year ago

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Margaret

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

1 year ago

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Timothy Atlanta, GA

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

1 year ago

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Gretchen

They took care of an issue promptly. The plumber that came to the house was not prepared and did not complete the project. They made it right and allowed me to hire my own plumber to complete the task and reimburse me for the process.

1 year ago

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Danielle Sims Greenville, SC

I give them 3 stars because they have honored replacing my microwave. However, they are stating it is going to take a month for them to send the E gift card. A whole month to email it to me so at this point going on 2 months without a microwave.

1 year ago

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Clay

We have been using them for years and in the past we've always had great service. It has taken a very long process to work on our air conditioning. It's to replace the coil on our air conditioning and we have been dealing with this since July.

1 year ago

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Carrie

I've had a couple of incidents and it's been handled pretty quickly so. My hot water heater went out and so we made a call and it was replaced within a week.

1 year ago

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Cynthia

It's the vendors that to me take too long to get back to you. I had a plumber come out and he put in a part but it did not fix the problem. So I had to call and they sent somebody else out, but they fixed it right away with the easy fix.

1 year ago

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Stanley

Every time that I had a bad experience with them, it was bad until I finally got in contact with customer service, and then at that point, something finally got done. One instance, my kitchen sink was blocked up. And it took them nine days before they got a technician out here to repair it. Every technician that they've ever sent to our house to do a repair has always been excellent. The technician provided us with excellent service but my problem with Home Warranty is finding the technician to come to do the work. They take far too long. The customer service was excellent, but everything prior to that was a disaster.

1 year ago

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Stephen

The people are very nice, but they're only they're limited to what they could do on a script. They're not very helpful. They're nice people, but there's only so much they can do. On a couple of occasions, everything went fairly smoothly. But each and every time they're looking for the cheapest way out, and can't find people that will come out and service whatever the system is you're having issues with because most of the tradespeople in our area won't deal with them because they're just very difficult to deal with. I have had a couple of occasions where something was not repairable and they immediately cut me a check for what the policy allowed on the product even though it wasn't enough to fix the problem. But I understood that.

1 year ago

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Aaron

I had an issue that was handled properly. My garage door opener broke and I called Home Warranty of America and they sent somebody out in a few days and paid for the repairs.

1 year ago

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Jacque

Their technicians always came on time. My water heater died and it's up in the attic and they were able to replace it very easily. I was satisfied with the work.

1 year ago

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Anonymous

They've been very helpful, but the outcome was not positive at all. Our air conditioner is 25 years old. It was leaking Freon and when the technician came out from the company to look at it, he reported that we had damaged it. Therefore, they would not cover the replacement. I think they ducked out on their responsibility when it came to the air conditioner, they used "you cannot disprove a negative." I can prove I didn't damage our air conditioner and yet that's what they said there was no going back, nothing. So we had to pay $5000 to have it replaced.

1 year ago

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Connie

Most of the time it's very difficult for me to understand the person that I'm talking to. It's very difficult to get plumbing work done through home warranty. I have heard from one of the plumbers that it's because they are difficult to work with.

1 year ago

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James

this latest incident we, our water heater went out they had to replace it and it took us 12 days to get another water heater. That's a long time to go with that hot water. The problem with them is they are just too slow. If I get to just call somebody else, you know, on my own, probably could have got it put in, within a day or so. I didn't see much customer support.

1 year ago

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Anthony

Would have preferred zero stars. On a A/C problem in July, HWA was unable to provide a technician after 10 days. I called my local AC tech, who provided a diagnosis the same day. HWA had multiple questions for my tech. After 3 days my technician gave up and said he would not/could not work with HWA. Biggest issue was HWA wanted to use a refurbished part, for an expensive time consuming repair. My technician was very strongly opposed to this idea. Had to call a second tech. He was in agreement not to use the refurbished part. Also indicated it was his opinion that no one in the Charleston area would use a refurbished part for this repair, consistent with the original opinion. From discussions with neighbors, my experience with HWA was consistent with other warranty providers.

1 year ago

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Richard Chicago, IL

This was my best experience with HWA. In the past, the vendors were not always reliable. The vendor this time was incredible - timely, professional, and thorough.

1 year ago

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Rachel Weeks

Majority of contractors did sub-par work and work done needed to be re-done by an outside party. Multiple issues that I opened tickets for couldn't be fixed in one visit, despite being told that issue was "fixed" only to find out a week or month later, that was not the case. Issues that should've been simple fixes, required numerous visits to rectify and ultimately ended up in me paying an outside contractor to fix the issue rather than deal with the inept technicians that would be dispatched. Dealing with your customer service is an absolute joke. Any time I had to deal with someone live, it was a total nightmare. Would NEVER recommend this company to anyone. Ultimately, dealing with you did nothing but cost me a lot of extra money, cause more issues and leave me feeling beyond frustrated and annoyed. Overall your service didn't save me any time and was the biggest waste of money. I would never recommend your company or services to anyone.

1 year ago

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Jeff Gement Plano, TX

Utter fail. The first time I had a claim, it was for a washing machine. The service company said that it couldn't be repaired and had to be replaced. Easy, right? NOPE. HWA won't replace the machine, or handle any of the logistics of dealing with it, which is what I wanted to avoid by paying a lot of money for a warranty - the actual dealing with it. It's a function of time. I expect them to save me time, and it has been the exact opposite. I got a "buy-out" offer of $323 to replace the machine. The problem: the least-expensive machine I could find, even with a Labor Day sale on across Best Buy, Home Depot and Lowe's was just under $400. Then, there is the "required" hoses add-on for $39.99, plus install and delivery for $59.99, plus haul-away of the old appliance for $59.98, plus sales tax - all over $600. I escalated the buy-out amount after spending a lot of time (that I didn't have) evaluating options that HWA should have been doing and sending them my data. They said that for the capacity machine I had, that was all they could offer - the $323, despite all the quotes I sent to them. I asked what make/model they found for that price, and was told that it was a "grid". I asked for the "grid" to find out where they think I can get a washing machine for that price and was told it is a secret grid, and they're not obligated to, nor were they going to tell me what make/model that price was for. Oh, and this is new since I've had HWA for 12 years now, they no longer cover anything to do with installation, delivery, or haul-away of the broken machine - they used to handle all of this. I have wasted hours arguing with people and they simply do not care at all. Getting an HWA home warranty will cost you far more money in your time, and is a pain in the ass, to say the least. I'd have been better off not having one at all. Oh, and you can only get that buy-out on a Lowe's gift card - the place I least like to buy things. Wretched experience all around.

1 year ago

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Lester

My recent claim with HWA was not at all what I expected. I was very disappointed in the whole process. I was told to do what it took to get my problem solved. I took care of it out of my pocket which cost me 1900. $. Then everything from HWA changed, I was told to do everything else that resulted in my claim being reduced to 800.00. I am very disappointed and will not want to do any more business with this company.

1 year ago

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David Hobart, IN

This company used to be great at servicing their customers, I had been a customer for many years with essentially no problems. However this past year has been a joke. I had a plumbing issue and an air conditioner issue neither of which they could even find a service provider. They now have a program that allows the customer to select their own service provider and then would be reimbursed by HWA. Of course I had to use this since HWA could not locate a service provider in my area at all. How can you be a warranty company that has nobody willing to work for them?? To make a long story short HWA sets the requirements on the customer's service provider such that the customer's service provider cannot fulfill the HWA requirements. The customer then cannot be reimbursed because the service provider cannot fulfill the HWA requirements before the repair/replace takes place. The repair has to be finished so it goes forward then the fight with HWA takes place which the customer cannot win. Never sign up with this company!

1 year ago

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Cindy Denison, TX

Been a Customer for a while and HWA has a very easy reporting system and good customer service. We are very satisfied with what the policy covers at the price, its very reassuring.

1 year ago

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Ruth Panama City, 8

I should have never gone through HWA. It is a complete racket and waste of time. I first submitted my plumbing leak on 8/1. A plumber appointment was made for a Saturday between 10-4 and the plumber never showed up- calling the company was not helpful because no on answered the phones. The following Saturday a plumber actually did show up, filed a report and charged me a $75 service fee. After a few days a did not get any follow up so I called HWA for the first time- after multiple calls I finally insisted a manager call me back immediately and on 8/29 was told my warranty would not cover this because of a completely different issue found in my inspection report. Complete waste of time, energy and $75. I should have went with my gut and used an independent plumber.

1 year ago

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Steven Gretna, LA

I like that my AC is finally repaired to working order. I dislike that it took HWA over 4 weeks to resolve, took me many days off work to be present, and had to deal with three different service companies they sent before one was able to fix. And to later find out that some parts of the repair job was required to fix but not covered.

1 year ago

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John

I don't like not having an actual person to talk to. It's all automated, and I prefer human contact. Whenever I do file a claim, it's not very prompt. It's 2-3 weeks out before they get somebody out here just to look at the problem.

1 year ago

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Pietro

It's the worst company I've ever worked with. Any type of company like this should not exist, I don't know what is wrong with those people. They came over and charged me $75 and they never told me anything about the parts. Nobody could tell me where the parts were. After more than a month now, I had to ask someone else to come and they fixed it in 2 days. And when I called Home Warranty of America, they kept offering me to renew, but they couldn't even fix one problem and one of the attendants just could not give me the claim number. She just kept offering to renew, to renew, and I had to yell at her to give me the claim number because she wouldn't give it to me. It was the worst experience ever.

1 year 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.

1 year 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.

1 year 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.

1 year 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.

1 year 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.

1 year 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.

1 year 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

1 year 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.

1 year 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.

1 year 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.

1 year 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?

1 year 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.

1 year ago

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