Home Warranty of America: Read 2,018 User Reviews From Real Homeowners

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Dawn Wofford Wenatchee, WA

I was very pleased with the service I received. The technician was prompt, friendly, and very knowledgeable. He took the time to answer all of my questions, which I really appreciated.

2 years ago

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David Bruchman IL

First, I’d like to say, I’ve had home warranties for 25 years now and HWA was the best one and ChoiceHome Warranty was by far the worst. What I didn’t know is that Choice has bought HWA. Over the years I’ve needed several repairs and a couple of replacements. The only time I’ve ever been denied is when I had Choice. I’ve never had any problems with the other companies including a furnace replacement in a previous home. So, this time when my furnace needed to be replaced it took 5 weeks to the day from when I filed the initial claim til the day the new furnace was installed. This time frame is completely unacceptable. I live on the Illinois/Wisconsin border and it was October, so it was just “uncomfortable “, but what if it were December? We wouldn’t have been able to stay in the home and probably would have had many other problems, like frozen pipes etc. Even with the approval to replace it, it still cost me $1334 out of pocket for “non covetable costs”. I still think a home warranty is a good idea, but now that I know Choice owns HWA, I will be moving on to a different company. Choice is all about their bottom line not customer service. Denied claims and delays like the one we had as well as the things the require of the contractors before the will cover a claim are ridiculous.

2 years ago

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Verified Customer

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Warder St Clinton, MD

They responded on a timely basis. They keep you up to date on the status of your claim. Customer service is friendly. They are the extra hands needed to keep your home running smoothly as possible.

2 years ago

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Ben Rodriguez TX

I put in a claim needing a plumber two days passed and I never got a call from somebody confirming they picked up the claim. I was offered the ability to hire my own plumber and I'd be reimbursed for the service. So I hired my own plumber he got me fixed up I paid and submitted the information needed to be reimbursed. But there was no reimbursement. I was told the way the plumber worded his report he left out that he snaked the cleanout which ultimately cleared the clog and only put that he snaked the vent. With that being the only thing he put home warranty wouldn't cover the claim. I guess I should've kept waiting for somebody to pick up the claim through home warranty. But who knows how long that would've been.

2 years ago

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Staci

They are very professional. It's just very difficult to understand them - the communication barrier is very difficult at times - but they've always taken care of the issues that I have.

2 years ago

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David

I looked at several home warranty companies and this one suited me best. The price was right and what they covered was adequate. They do get back very quickly when I have a service request. I needed to use it recently and it was an electrical issue so it was concerning. They got on it right away. A technician came out and was able to fix the problem. The technician was very good. But it was really disappointing to have a large problem and discover that they did not cover the cost at 100%. For instance, whenI had to replace air conditioning, it cost $6000 and they covered $1000 of that.

2 years ago

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Cynthia Anderson Whitehouse, TX

I had to use it for the A/C and they got somebody assigned pretty quickly. It's just the people that they chose I don't think are very proficient and I don't think they're very knowledgeable about what they do. I'm sitting here waiting on the A/C guy that they chose to fix my A/C and this is the third week in a row that it's not working and I'm having to wait. Sometimes it's very difficult to get ahold of something on the phone, you have to wait for a while. Although I will say it has gotten better, It used to be really bad, but it has improved.

2 years ago

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Rebecca

I just recently used it to have my air conditioning unit checked and the vendor that they sent out did an excellent job. They always answer. But sometimes it takes a long time for them to find a vendor to provide the service.

2 years ago

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Julie

The three times I've had to call them, they've gotten a person out and when they couldn't fix it, they wrote me a check for my fridge. The other two times they fixed my air conditioner.

2 years ago

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Anonymous

I had a problem with my garbage disposal. I had a technician out the next day and he was able to help to resolve the issue. They were very friendly, very professional, very helpful.

2 years ago

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Verified Customer

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Carroll

It was my refrigerator. The ice maker wasn't working any longer. They kept in contact with me the whole time until the refrigerator man came to my house. I had water draining all over the floor and he fixed it.

2 years ago

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Patricia Chicago, IL

I’m a home Warranty fan, but Kenny’s Electric is NOT THE ELECTRICIAN you want working for you. He did a terrible job, and I needed another electrician to correct his dangerous and unprofessional work. He did not replace a bad connection box. He used old wires (which had shorted out the box) to reconnect my dishwasher, and he did not ground the wires. It was another disaster waiting to happen. He should have paid me.

2 years ago

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Darrell Thompson Joliet, IL

The plumber was very professional, but he informed me that he couldn’t do the total rod out due to build up in the pipes, he explained to me that the process to clear the pipes wouldn’t be covered by my warranty and he’ll do it for 680.00, I don’t understand why this is so but I’m very disappointed.

2 years ago

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Verified Customer

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Shawn Sampson Anaheim, CA

Overall, Home Warranty has been decent and has approved my two claims with relatively quick turn around to get a technician out to solve the problems. However, one of the claims they mistakenly noted as just one ceiling fan when it was three ceiling fans which resulted in the technician having to come out twice. Home Warranty wouldn't combine the claims that was their mistake resulting in me having to pay the $75 deductible twice when I should have only paid it once. They did nothing to help solve this problem they created.

2 years ago

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Verified Customer

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Richard Prisbus Foley, AL

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

2 years ago

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Gail Mitchell St Louis, MO

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

2 years ago

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Jeff Pedersen Clarksville, TN

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

2 years ago

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Anonymous

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

2 years ago

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Robert

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

2 years ago

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Phillip

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

2 years ago

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Takiyah

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

2 years ago

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Horace

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

2 years ago

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Shawn

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

2 years ago

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Bruce

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

2 years ago

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Steven

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

2 years ago

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Walnut Circle Romeoville, IL

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

2 years ago

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Anthony Plainfield, IL

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

2 years ago

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Mary Ann Gurkowski San Antonio, TX

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

2 years ago

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Andrea Urbana, IL

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

2 years ago

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V C Los Angeles, CA

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

2 years ago

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Verified Customer

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Toni Rogers

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

2 years ago Edited August 2, 2024

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Sandra McNeil Houston, TX

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

2 years ago

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Dr. Richard Anderson

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

2 years ago

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Joseph

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

2 years ago

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Diane Liberty Hill, TX

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

2 years ago

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Rachel

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

2 years ago

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Patricia

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

2 years ago

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Andrew

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

2 years ago

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Ana

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

2 years ago

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Mikki

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

2 years ago

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Anonymous

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

2 years ago

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Verified Customer

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Cameron

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

2 years ago

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Hope

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

2 years ago

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Edith

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

2 years ago

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Orlando Chicago, IL

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

2 years ago

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Alice Lee Penrod San Antonio, TX

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

2 years ago

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TIna Shumate Republic, MO

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

2 years ago Edited January 10, 2024

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Richard

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

2 years ago

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Lynn

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

2 years ago

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Michael

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

2 years ago Edited January 10, 2024

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