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

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Larry Sorrels Lindale, TX

I have been trying to get a part ordered to fix my washing machine. They have been reviewing the claim for weeks and have yet to authorize the claim. I have called numerous times, waited on hold, had customer service tell me its under review. Then I get transferred to the Resolutions dept. They tell me they need to check on claim. I'm put on hold and after several minutes they either hang up or send me back to the customer service queue to start over again. This has now occurred 5 times over the course of 10 days. I only give 1 star because there is no zero option.

2 years ago

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Morgan McGowan Fayetteville, AR

Absolutely atrocious customer service. They hang up on you themselves, or put you on hold and after 20 minutes of being on hold their system hangs up on you. Service companies hate working with them, so HWA often makes you front the money to the service people and file for reimbursement from HWA which is a hassle and takes weeks to be reimbursed. Horrible company, would not recommend to ANYONE.

2 years ago

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Travis Wilson Memphis, TN

I have been with HWA for 7 years and every service claim takes forever to get completed. There seems to be a lack of contract workers to get the job done. My hot water has been out in my home for almost week due to an issue with the shower head and they are not able to find any available contractors to take care of the work. I feel as if this is why I pay you every month on time to have contractors to take care of an issue with they happen. I should not have to continue to wait for a repair when something happens. This is bad business to me. I will be switching companies very soon.

2 years ago

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Sylvia Jonathan Ione, CA

This company is anything BUT the right choice. I chose HWA based on my Realtor’s recommendation and I could not be more wrong. Made a claim on April 18 and as of May 3 no repair technician has shown up. Following up on the claim simply got me to a call center person who only had WAIT to say (in a snippy way). Dispatch Center (to whom the customer cannot talk( is making calls to find a plumber. Really? April 18 to May 3 and I am not entitle to ask WHEN?

2 years ago

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Michael Lee Greenville, TX

What is there to say that has not been stated in other 1 star reviews, - once I stop pulling my hair out. I have never seen such an inefficient company, lack of customer service, phone hang-ups, and transfers that get disconnected. A better grasp of the English language would help. Even knowing my contract was up for renewal, it didn't change getting 2 questions answered. I could write in detail my specific situation, yet it is very redundant of most reviews written here.

2 years ago

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Divelle Stacy Lake Havasu City, AZ

This company is a SCAM, they should be investigated and shut down. They use any reason to decline your claim. Trying to get through to their customer service is a Joke. Be prepared to be disconnected and hung up on several times. I have been working on getting an issue resolved over a month. Maybe one day someone in the government will investigate these scam artists and shut them down.

2 years ago

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Jess Ulo Seattle, WA

Terrible service. It takes 30 minutes to talk with someone at times and then they have to transfer you to another department. No department has a direct line or the ability to email you the stipulations of a contract they want you to accept verbally. It’s been over a month and I have not had anyone come to repair my refrigerator. Their whole operation is shady.

3 years ago

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S Searcy Brenham, TX

I had another warranty company many years and never had the terrible experience of this company. They made me pay $75 up front. Then they sent NO ONE. I started calling them and they told me no one wanted to come. They claimed they would keep trying but they didn't. I finally called and told them I wanted my money back. They said it would take 10 DAYS. However, the ridiculous rep did not request the refund from accounting. Nearly a month later I still have a plumbing problem. This company has got to be the worst!!!

3 years ago

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Troy Underwood San Diego, CA

I would give zero stars but that's not an option. I have been trying to cancel the auto renew, no luck. I've called many times, been transferred and transferred and transferred again and again, still no luck. I've tried the chat window, no luck. I have had Home Warranty of America on a prior home and every item I tried to get covered under warranty was not covered.

3 years ago

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Tim Arnold Chicago, IL

They will try their best to scam you out of paying in full for any claim you make. Our a/c went out and they said it was going to be WEEKS until one of their service techs could make it. They recommended we hire a local one out of their network and that they would reimburse for the cost. Weeks later, after asking for a bunch of information over and over again, they said they WOULD ONLY PAY HALF THE BILL because we didn't use their tech (which was upon their direction). Screw this company!

3 years ago

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Krista Wallace Fairfax, VA

Our centra air was not working properly so we called HWA. They sent a contractor who told us it needed to be maintenanced and then he would come back to service if necessary. Two hours later the entire system stopped working. It took 5 days for HWA to send a second contractor. Now we have been waiting on approval for a week. The company refuses to allow you to speak to a supervisor. They continually tell us the claim is high priority. First the timeframe was 24 hours, then 3 business days, but still nothing. Do not purchase this warranty.

3 years ago

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Patricia Galvan Henrico, VA

I have been waiting 6 weeks as of today for my refrigerator to be fixed and they keep giving me the run around. I called 05/08 to put the clam in. then 2 weeks ago I called the contractor and he said he submitted the claim , I called HWA and they called him at the time I was on the phone with them and he called me and said they just approved the claim . I am still waiting I'm on week 6 without a refrigerator. I called again today and they said the part may come in June 28th!!

3 years ago

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Violeta saric Rijeka, 08

Actually my rating is 0000000000 ( these are not enough 0’s). We have coverage for 4 homes as of tomorrow they will be cancelled. This company is a fraud! We live in Arizona and our air conditioning went out. Currently the temperatures are anywhere between 110-115. We have Ben waiting for an approval for 4 weeks. We have called every day to check on the status of the approval. Every time we have ben disconnected, or given the run around. We are in the process of reporting them to the BBB and obtaining a lawyer claiming fraud.

3 years ago

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Thomas Guzman Prosper, TX

This company looks for ways not to cover repairs or make them cost prohibitive to have them fix. 2d issue I filed a claim for—first was not covered, 2d would have them tear up brickwork (at my cost), fix an outdoor faucet then walk away—they don’t cover gaining access or repairing surrounding damage they cause. This results in multiple contractors involved with the lion’s share of costs coming from homeowner’s pocket. Coverage came with home purchase—DO NOT BUY outright!

3 years ago

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John McCain Destin, FL

The absolutely worst home warranty company. For over a month we’ve received outright lies and run around from these people. Our AC is beyond repair and needs to be replaced and and we have agreed with a pro-rated rate to replace the unit, and still we are waiting for them to reach out to a local AC company. For whatever reason this company simply does not honor it’s obligations. If you are looking for a home warranty company do not choose this one.

4 years ago

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Elliott Fowler Munster, IN

Placed a call for my A/C condensate pump on 8/7/20. Got the "Covid" speel and was told leave a message and we will call you back..............Not So Much. Never got a call back. Checked the pump myself and R/R with new on from Menards. Still no call back from HWA. 8/11/20 I called HWA and asked to speak to a manager............well it is now 8/18/20................no manager. Been with HWA since 2008 but jumping ship before it totally sinks. Butch Park Forest, IL

4 years ago

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Tracy , PA

HORRIBLE!!!!! If you want the run around take out a HWA plan. They want to deny paying for anything that is expensive -you have a simple job no problem but if the company that comes out says it needs to be replaced sit down and hold on as it is a roller coaster ride of excuses. They always have the excuse that the company that came out did not file the paperwork so then I have to have another person out etc... The next best excuse they have....that's not covered. Our son is having the exact same issues with his plan and claims.

4 years ago

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Paula Smith Saint Charles, MO

Called on July 13 to ask about a dryer repair or new dryer. They stated they need to send someone but need to contact an "out of network" provider. Interesting since there are many repair companies in the area. It is now one week later and I have not received a call from anyone. I have called twice and emailed once. How long should it take to get a repair person to look at a dryer. If I went on my own I would have it repaired or a new dryer in just few days. I am so sorry I did not read these reviews before paying for this warranty service. Terrible!!

4 years ago

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Sam Austin, TX

NO STARS!!! This is by far the worst company I have ever encountered. Their customer service is absolutely horrid. 2/3 of the time their representatives will pick up, after waiting on hold for 15 minutes, and simply not respond and then hang up without saying a word. If you do get a response on your claim they have horrible contractors they send you because (as I found out from a contractor I had to hire outside of them, that use to work with them) they are an awful company to work with on that side as well. Also their rate does not stay the same as they advertise, it increases every year.

4 years ago

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Tasha Sparta, IL

Listen to the reviews! I gave up on them actually doing their job after 3 months had past and they said they couldn't find an electrician. I shouldn't have to be on hold for an hour EVERY TIME I call and then have the rep say you have to find your own contractor and pay out of pocket, then we will decide how much we will reimburse. WHAT?! I have owned 7 homes, the seller always pays for the home warranty so I don't get to choose the company. I have had HWA, 2-10, and American home warranty. 2-10 is the best!! Don't use anyone else. How HWA is still in business is beyond me.

4 years ago

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LINDA MCDONNELL Fort Worth, TX

I have a warranty with HWA on a refrigerator and stand alone freezer that have not been working for over a week. I understand that customer service workers are unable to be in the office, but I am unable to sign in to my account even though I know my password. I can’t get an email response, or any type of communication from them. THIS IS RIDICULOUS.

4 years ago

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German Cardozo Houston, TX

I had my past bad experiences with this company about sending unqualified companies that all they care is to make additional work for profits. And today I’m dealing wit the worst I have a leak in my house for over three weeks and they have not been able to send a qualified plumber. Here I’m with a house full of kids and not running water trying to keep my family safe

4 years ago

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Brian Jones Houston, TX

OMG The absolute WORST!!! Zero customer service, to be honest with you I have no idea how these guys are still thriving. I’ve been waiting for the “Parts department” to order my parts for going on a month!!! You have none Speaking English customer service reps who don’t left from right. This is beyond me. HWA is by far the worst, if you looking for a good HW people this is not it!!

4 years ago

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Carlston Houston, TX

Total trash. Left after 8 years. Once they did their job. But now every job is botched, they pretend you are a expert when they give the wrong part, wrong measurements then want hundreds to restock and do it right. Garbage customer service, arrogant barely english speaking Indian self superior types sit the land scale. The techs they use are barely trained chimps who can't handle simple jobs. Company is dead and gone. What is left is a dead shell being picked clean as a scam front. Switched to choice.

4 years ago

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A Webb Haslet, TX

I can’t believe this company is still in business. I have had 2 claims in since 11/5/19 and they keep saying “it’s with purchasing so they can find the parts.” Well I have found parts all over the internet, they just don’t want to pay. I have called at least 15 times and every time I have been on the phone for over an hour. They say they can only communicate with purchasing through email. Direct Energy owns them so maybe I will call their corporate office, but I am quite sure they could care less.

4 years ago

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Lawrence Kepecs Houston, TX

Had Home Warranty of America for 9 yrs. Always honored the contract until this year when they were bought by Direct Energy. Now simple swimming pool fixes such as a pool sweep motor, filter, and housing are no longer honored, even though they are in the contract. I submitted a claim for said items on July 25, 2019. They sent a technician, and denied his diagnosis. Then I insisted on a second opinion, which had the same diagnosis, and they still denied it. After 2 months, I had to purchase the components myself and install them myself. They are still trying to bill my credit card!

5 years ago

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Tiger Wu Arcadia, CA

Not a honest company. I filed a claim regarding my home oven with HWA home warranty back on 6-10-2019. My repair was assigned to AAR Inc. Almost 3 month from my original claim, my oven is still not being fixed. This weeks and last week I have called, emailed HWA home warranty and every time they said will have authorization team and manager team to call me back on how and when would they get my oven fixed, but the call has never ever happened.

5 years ago

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Susan Logan, UT

We've had nothing but headaches in dealing with this company. They say they'll cover something, but then offer you the cheapest replacement possible or find a way to get out of it. Any parts they do replace they do it at "their rate" and make you pay the difference. Totally disappointed with their dishonesty. Do yourself a favor and find a different company.

5 years ago

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Joanna Wheaton, IL

I wish I could give them zero stars. This company is the biggest scam. They work with vendors that scam people, then they avoid you. I have made several calls, emails and even a BBB complaint and still no call or resolution. Do not give this company your money. They say they cover to replace the wax ring on the toilet them send a plumber asking for $250.00 to lift the toilet in order to replace the ring. SCAM!!!!!!

5 years ago

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Eileen Jacksonville, TX

The worst customer service service imaginable. Vendors/service Techs won;t work with them because they don't reimburse payment as they said. So you can't get anything done and there is not a complaint department inside their structure. out of 4 claims: light switch problem; A/C problem; rekey; and heater vent- they paid a whopping $35!!! While we paid $75 show up fee 4 times to not get the work!! Avoid like the plague!!!

5 years ago

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Chinaman Albuquerque, NM

-0 Stars This company is a scam, and I cant believe they're allowed to do "business" or scam people still. The policy covers absoultuy nothing! Not 1 person is located in USA! Read over the policies & be aware of what your policy covers & whats not! No work ethics in America these days& shame on the people we rely on& trust that are suppose to protect the consumer & allowing companies like this to stay in business.

5 years ago

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Gretchen Cincinnati, OH

This company is a scam. I have had multiple claims handled poorly by them. It takes months to get even the simplest repair approved and completed. I currently have an AC claim that I placed 6 weeks ago and the AC is not yet repaired. Every time I call for an update, I get the runaround and excuses, and sometimes outright lies. I really feel that they hope I will just forget about it and then they won’t have to pay anything. What a scam, and don’t waste your time or money on this one!

5 years ago

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Lisa Winokur Springtown, TX

No enough contractors which makes it a long wait to get things fixed for your home. If you choose to use a local contractor - HWA has to approve - to expedite fixing the problem getting reimbursement from HWA is almost impossible. The worst customer care I’ve ever encountered. The last two claims I made turned into two complaints and settled through the BBB. I still had to pay, out of my pocket, $1800.00 for an AC replacement HWA authorized through a local contractor because they couldn’t provide their own contractor. Don’t waste your money on this company.

5 years ago

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Susan New Orleans, LA

This is by far the worst company with which I have ever dealt! I have already waited 3.5 weeks to have my AC fixed. I live in Louisiana and am still waiting. The technician came out right away- after hours- and determined the problem, but since the, I have gotten a complete run around. I am told that it is another department’s problem, and all I can do is wait.!it is 99 degrees out, and I call everyday, and have yet to get this resolve. Don’t use this company!

5 years ago

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Robert Plano, TX

I;ll join the many 1 star review here because can't leave 0 stars. Save yourself a headache and get another warranty company. You will pay for most claims out of pocket with various exclusions or modifications that they claim are needed. Forget about emergency services and expect a week or longer times. Their contractors appear to be the bottom of the barrel.

5 years ago

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Lindsey W. Atlanta, GA

We went two weeks without air conditioning in GA before they sent someone out to even look at our home. Refused to cover any services because they said our inspector didn't adequately test the system, even though we had a full write up of the system on our home inspection. Refused to let me talk to another customer service rep or a manager. Horrible company and horrible service.

5 years ago

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Dave M Georgetown, TX

Well, add me to the list of unhappy 'customers'. My very first big claim for AC repair and/or replacement and they're denying because I didn't change the filters often enough- they were clogged. True or not-they tell me there is no appeal process, and they will NOT share the technician's writeup with me. You're all right about the customer service with this company-I tried their chat process, what a joke. I sure did waste $550 on this contract. I'm actually still on chat as we speak and the 'agent' is quite short and not at all helpful.

5 years ago

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Cesar Highland, CA

WORST HOME WARRANTY I'VE EVER HAD, I chose the option to buy and install the water heather on my own, they told me it was ok, that they will send me a check for the water heather and labor we agree that it was going to be 2 different checks, one for each thing, they only send me a check for the water heather after 3 months, I keep calling them about the labor check, send labor invoice twice and they say now that they will not pay for the labor, they tried to charge me extra for parts I did not need them in the begining, thats why I decided to do it myself on my side.

5 years ago

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Diane M Jacksonville, AR

I filed a claim for a broken stove on 11-20-2018 and the technician arrived 48 hrs later and I paid my $100 fee to have them fix it. Now it is more than 3 months later and the claims department is still saying the exact same script they did the first time I called for a follow up on repair time. I am going to have to have the stove fixed by someone else now and they refuse to give me my $100 back. Needless to say, I do not recommend this company. Just look at the 1,400+ complaints with the BBB if you want proof of how horrible they are.

5 years ago

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JoNan Foster Anna, TX

Horrible service or rather non-service, complete waste of money. Never pays on claims and finds any excuse not to pay. A total rip-off, we have had three claims and none have paid, final straw was water heater going out two days before Christmas, HWA gave us name of two plumbers, one was out of town, the other couldn't make it out for a week. Called HWA back, they said no one else is in your area. We are in Dallas area. They told us find someone on our own and then they would decide if they would remimburse us, of course they refuse to. Scam artists!!

6 years ago

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B Belton, TX

We knew they were a problem early on when they questioned the pool technician about replacing a pump because they had already replaced one...our system has 3 pumps. Then when we needed our noisy ceiling fan replaced they refused to replace it because it was still operable...chirps like seagulls in a feeding frenzy. They don't replace for noise (which was clearly reported on the call that is was only noisy) only inoperable, but still sent out a technician and we were charged for that.

6 years ago

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Alston D Feaster

We were given a year free and thought it best to keep it. However, when the A/C goes out on a hot day, we had to wait for "their" person to come...a few days later. For each issue (2 or 3), we had to wait days on their company. Instead, why not get the service first then turn it in under warranty. It's a horrible concept and business model. We can't wait days for the HVAC to be fixed, or an appliance to go out. So we wasted $700 for a service that can't be used, unless they say when and with whom. After this year is up, no more HWA.

7 years ago

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Andrew

It took over a month to get my refrigerator fixed. I had to take off work 5 different times. When I explained my experience to HWA and let them know I would likely not renew my contract unless they could do something for me, I was only offered a simple apology. No attempt to retain my business, no offer for a discounted renewal, or no trade fees for a certain time period. Just "sorry about that". This tells me they truly do not care about their customer's satisfaction.

7 years ago

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Verified Customer

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Al Harbor

Horrible experience. Will never, ever be a customer of this company.

4 months ago

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Verified Customer

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Maria Kleiman

Lies, deceipt Not worth a home warranty. Customer service would get a negative

4 months ago

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Verified Customer

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Thunder Midget Fishing

They suck and will not reimburse and make excuses for everything.

4 months ago

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Verified Customer

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Carol

Didn’t cover my ac.happy to take $75/month for years though.

4 months ago

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James Moss Knoxville, IA

I got the warranty when I bought the house and it came in handy because the refrigerator was broken, and they couldn't find the model number so I got a new frig. They didn't get upset with it being a new account and replaced it with a new one. They served me well.

2 years ago

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Diana Lowe-Hester

Scheduling and service both greatvand prompt.

4 months ago

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Verified Customer

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Deborah

I'm having issues right now with using my warranty. They are courteous on the phone.

9 months ago

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