Home Warranty of America: Read 2,082 User Reviews From Real Homeowners

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Anonymous

We have a toilet broken in our house right now it's been broken for about a month. We've been trying to get the company to come out to fix it. There is some discrepancy between what the home warranty wants to pay and what the company thinks they should pay. The company was supposed to come today. They didn't show up, so we still have a broken toilet. Last year we had a broken HVAC system. We had it temporarily recharged with Freon, so they wouldn't fix it until it broke again in exactly the same way this year. It was leaking Freon, so we got to pay twice.

1 year ago

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Jeffrey

I just used it, he was just out today. The only negative was that the call was supposed to be for yesterday. He never came, but he came today, but he had to go through Home Warranty get approval and then order a part.

1 year ago

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Jonathan

I been with home warranty of America for the past 5 years and this past week in Illinois the temperature when on the negative degrees my furnace started smelling like gas My exhaust exchange pipes cracked had to replace it this happen on Tuesday and they didn’t give a appointment til the following Tuesday so I replaced it with my own licensed technician and now home warranty denied my reimbursement they don’t understand we can be with out heat in Illinois if it was the ac I could of waited but when it comes to furnace and leaking gas had to fix it right away specially having little kids at home really unsatisfying experience working with this company and I asked to speak to the resolution manager to escalate my claim and they ignore me or they would hang up on me

2 years ago

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Anonymous

They were very timely and took care of the issue on one call. They came out diagnosed the problem, had to get the parts, and came back and took care of it.

2 years ago

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Patricia

The people you send out here are uncooperative and don't want to come. And when you do a payout, you do it in a very, very small amount. I'm a realtor and I cannot in good conscience recommend Home Warranty of America to my clients.

2 years ago

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Melinda Abu-Khader Murrieta, CA

I had a claim about plumbing work, it was misdocumented by Home Warranty of America. The plumbing company that selected the job came and collected the $75 and took off. No report was submitted to the home warranty. The claim was stuck, not moving forward at all. I called to follow up the customer service said 5 different things. Once they said they would reimburse me my deductible amount. Another time they said they will close the claim if no report was completed within 3 days. I called after 3 days to alert the home warranty to either escalate the problem or close the claim. So I can find another company if possible and pay out of pocket and get reimbursed. The home warranty refused this method because they're an assigned technician. Although they didn't do anything. It's claim no. 4 now, same minor plumbing work order that is being postponed and played over and over.

2 years ago

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Carrie Sutton Lawrenceville, GA

HWA was kind enough to promptly assign a contractor to repair my garage door. He was on time and diagnoized the problem . He had the parts that needed to be replaced on his truck and did so in s tomely manner.

2 years ago

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Nancy Chicago, IL

I like having the peace of mind of knowing that my appliances are protected under HWA. But sometimes there is a wait of 1-2 weeks for repair dependant on availability of local contracted repair companies.

2 years ago

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Elizabeth Stewart Calabash, NC

First claim. Took three weeks to get resolved. I had to call several, and the only way I was able to talk to someone I could actually understand or who could answer my questions was to tell the foreign customer service representative that I wanted to report him and/or cancel my policy. Then, only the repair was done. The damage the unresolved problem caused is on me. Thanks for all the headaches. Hopefully, you will do better next time.

2 years ago

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Kent Flint, TX

Contacting HWA to request and arrange the policy-covered repair in my case ended up nessitating both online and telephone means. It was more difficult and more time-consuming than I could have imagined. (The actual repair person used was excellent. BUT... the HWA administration process required to get to that point was frustrating!)

2 years ago Edited December 11, 2023

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Beverly Oswego, IL

Recently had a kitchen faucet problem. It needed a hose replacement. Couldn't find the part. Paid $100 for the service call and another $100 to install a new faucet and another $180 for a new faucet. I thought if the part is unavailable then the insurance would install a new faucet at no extra cost. I believe all those costs were not necessary. What good is having insurance???

2 years ago

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Maureen Douglas

The gentlemen that came to the house were excellent, knowledgeable knew exactly what was wrong with the furnace, Ordered the parts and quickly put them in, loved it.

2 years ago

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Jenni Jee

Frustrated that I can’t log onto the website now to track my claim and that I don’t get regular communication except to renew my warranty, but not a lot of motivation to do that when it takes forever to get claims approved and I have to follow-up.

2 years ago

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Lance Browning (None of this is real) FL

They go out of their way to deny a claim, even if it falls in line with your policy. When you call in to discuss it, the "customer service" staff are often not friendly and NOT customer oriented. They have fine print in reference to your policy that basically backs them out of having to cover the most common issues, ESPECIALLY when it comes to plumbing issues. Today I had to be the intermediary between them and the plumbing company, because HWA refused to reach out to the company for additional clarification on a claim, saying its not their responsibility to clarify obvious misunderstandings, and if the repair company wants to clarify a diagnosis, I had to call them back (a fourth time) and tell them to contact them (for an additional time) and request them to review the obvious misunderstanding. Even the case manager admitted there was a misunderstanding, but he said they aren't going to pursue clarification. In conclusion, DO NOT use Home Warranty of America. They are cheap, unprofessional, and liars.

2 years ago

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Barbara Scheneck Fort Worth, TX

Can’t seem to get someone to actually come do the work. It is approved but the plumber won’t contact to say he is coming or when. Now we are starting over in order to get someone else to come. Why can’t you just send another plumber instead of starting over from the beginning?

2 years ago

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James and Karen Cibolo, TX

Home Warranty of America is amazing. It was super easy to schedule an appointment. Angel is very knowledgeable as he fixed our dryer and then our microwave.

2 years ago

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Alan Kissimmee, FL

The repairman was prompt, friendly, courteous and knowledgeable. He diagnosed the problem quickly and had the necessary parts to use in making the repair.

2 years ago

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Nathan Stevens El Paso, TX

The time it takes from initial call to service appointment is very fast. The quality of repair companies contracted by Home Warranty of America has also been fantastic.

2 years ago

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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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years 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.

2 years ago

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