Home Warranty of America Reviews
7.0
Overall Score
Umbra Notion Indianapolis, IN
When I first signed up back in 2014, HWA was great! Prompt service, no stupid questions, and happy results.
However, a couple of years ago when I was redoing my kitchen, the gate valve on my hot water to the dishwater failed at 2 a.m. I called HWA and I could only leave a message (so much for 24/7 service), but after the third time a very tired voice answered. I tried to file a claim, but even though they could confirm that I was paying my monthly contract fee it was to an expired contract so they couldn't call out a plumber...I would have to wait until the day shift came in to get the contract updated and THEN they could call a plumber. Thankfully, a plumber friend of mine was able to help me out.
Fast forward to April when I decided to install a water softener in my garage. The previous occupant already had one so the bypass plumbing was already there. When the tech tried to install it, the ball valves on that had also failed so I wanted to fix it before they installed it. The first company that showed up to fix it had to call it in to get approval and they got it. However, they refused to actually perform the work unless they were paid first. Apparently, HWA hadn't paid them yet for some other jobs that they did. So, HWA assigned another contractor.....who didn't show at all. I called back again and then they assigned a plumber that lived about 100 miles away. I didn't even get notified in that case.
An emergency popped up and I was busy for the next couple of months and when I was free, tried to follow up on my claim. HWA decided to close it after 30-days without even consulting me. Now, I had to open the claim again. This time, the technician was on vacation and didn't have a chance to review it before accepting it. Timing between us had been hit or miss as I was out of town all week. HWA decided to set up an appointment anyway for yesterday while I was out in the boondocks of Maine so I know for a FACT that the technician never showed up. Yet, my claim was just denied because they said the technician reported that it was a blocked drain and they don't cover that....EVEN THOUGH MY CLAIM CLEARLY STATES THAT IT WAS A FAILED VALVE AND THAT THEY HAD PREVIOUSLY APPROVED THE REPAIRS.
I would not recommend this company, even to my worst enemy.
3 years ago
Janie Davenport, FL
Every time I've filed a claim there's always a reason why it's denied. I just got off the phone with a case manager with whom I couldn't get in touch with via email or the "link" that was sent-I had to call the general number to track him down. I called regarding my dryer was not working and stated that it likely due to the vent. I tech came out, with an attitude, because he thought that he was here for the A/C, did nothing the entire 5 minutes that he was here other than to ask me for a $100 check for his "work". He didn't move the dryer, didn't check the vent, didn't turn on the dryer. He gave me a diagnosis for cleaning which is maintenance and not covered. When I complained to the case manager, I was told that the tech gave a diagnosis and that was that, regardless of the fact that he didn't do any of the things I outlined. If I didn't like it, I could hire someone else to confirm or deny his diagnosis. This company will do anything not to pay out.
3 years ago
Jonathan Cabarrus Denver, CO
If i could give this a Zero star i would. Do not do business with this company. They wont protect you from dishonest contractors. Very poor customer service.
Experience:
Contacted them for a broken oven. Contractor showed up, diagnosed the problem and ordered the part. The part showed up and next day the tech came back to install it.
Wrong diagnosis. The part replaced was not the broken part. So the tech said he’ll order a different part for it and he’ll come back to fix it.
I got busy with family matters. Few weeks in no updates or txts or calls, so i called them for update. To my surprise the lady in the office told me that the oven was already fixed and the claim was closed! So i called HWA and i said your contractor lied and said they finished the job and you guys paid them, open a recall claim for them to finish the job. All they told me like I'm speaking to robot was “you have to open a new claim and pay another $75 fee”
I said you should protect your customers from these bad faith lying contractors. I waited patiently for nothing and now i have to pay another $75?
Stay away from this company. They do not have a supervisor at their customer support.
You will sent to talk to agents that talks in circles and cannot understand the case.
Customer support will just make your blood boil.
3 years ago
Greg Evans St Louis, MO
This is my first experience trying to use HWA (it came with the house I just purchased). It's a total scam...they force you to go through hoops that are impossible...therefore, you can never actually get a claim submitted. Details: My A/C broke...HWA spent 3 days trying to find a technician, with no luck. Then, they authorized me to find my own tech. However, no company will follow HWA's "pre-authorization" process. In fact, I have yet to find a company that will even accept home warranties. Most said the same thing "we avoid them because, even if they approve the repair, they won't pay the full amount afterwards".
3 years ago
denise sakyi Orland Park, IL
I give this company worse than an F ( I had to click a star otherwise the review won't be posted). They are complete scam and need to be shut down! Unfortunately for me, the realtor of the seller of my house provided this subpar warranty to me. They paid less than 10% of the total cost to replace broken appliances. Furthermore , my furnace broke down and they asked me to pay $1000 before they will have the company replace it. When I asked for details regarding the type of furnace they'll be replacing it with, they stated" we will replace it with the same furnace". I told them I had an independent company come out and they advised the furnace was not sized accurately hence I asked the company to ensure they have the correct size. HWA claim their technician didn't mention any thing about the incorrect size therefore they will replace it with the exact same one. I refused to pay the $1000 and I ended up paying fully for my new furnace with a different company.
For some strange reason the policy renewed 10/2021 and I just found out my boiler is leaking today; I called the call center to report a claim. When I thought I've had the worst of this company, they didn't disappointment me by telling me there's no current policy with my name ,phone number or address. I asked them to verify under the policy/account number sent to my email upon renewal and I was told ' no we can not check anything with the account number". How insane and corrupt any given company be. I think we need a class action lawsuit against them to teach them a lesson.
3 years ago
Michael Groce New Kensington, PA
Worst company ever!!! They installed new ac unit June 2021 I had to pay half. Well it stopped June 2022 they claimed everyone is backed up Well they finally got tech he called me saying he will not come out unless I paid upfront and I fight or my money because warranty Company still owes him from other jobs. I refused they got another company they came they called Fri saying everything they send in is not enough so unless I pay upfront and I deal with home warranty they will not do work. The warranty company didn't send paperwork on unit from last year so now $3000 to replace compressor no warranty on part or $5200 for new unit different brand 10 yr warranty on parts so with $2000 I paid last year and $5000 this year not counting monthly fees to warranty company $7000 for new AC. I am canceling coverage YOU HAVE BEEN WARNED. put money away that you would pay for warranty. THEY R SCAMS
3 years ago
Jason Price Lexington, MA
If I could rate Home Warranty of America at 0 stars, I would have. I am a paying customer with their Platinum Coverage Plan. Our Air Conditioning went out in the middle of a heat wave in mid-June. I could not get anyone on the phone so I filed the claim online. After 24 hrs, I got an email stating that they could not find anyone to work on my A/C unit and I had to find someone, to come fix it and then apply to get reimbursed. I found my own well-respected HVAC guy in the area who came out and diagnosed the problem. The tech submitted the diagnosis online which was immediately denied because the issue was "electrical". My thought was: "Arent all issues related to Air Conditioning electrical?!?!"
I had to appeal the decision, and was assigned a case manager, Deanna. I can never get her on the phone, she has not returned any of the 20+ messages I have left her, and she only communicates through the generic posts in the "Portal". They keep saying they need a breakdown of the parts and labor the technician will charge for the repair. Every time, the technician uploads the breakdown to the portal, I get an immediate email back stating they need "more information". I have called into the 800 number, and they just say my case manager will call me back (never happens), I have waited for a supervisor, which I am told after :30 min they will call me back. That hasn't happened either. I don't know what to do. We are now going on our 4th week with no A/C, and I am going crazy.
THIS COMPANY IS A RIP-OFF AND WILL JUST TAKE YOUR MONEY AND JUST GIVE YOU THE RUNAROUND ON ANY CLAIMS UNTIL YOU GIVE UP!!!
BUYER BEWARE!!!
3 years ago
Yaniv Biran Alpharetta, GA
The most terrible company I have ever worked with.
I have just found out that even after clearly asking not to auto-renewal a policy they decide to auto-renewal the policy and start charging you 75$ monthly.
Regardless of the fact I told them multiple times that I am selling the house and doesn't need the policy any they simply ignore it and claim that the call are from a different team.
They even do it for a house that no longer belongs to you.
Don't ever go near this company, they are clearly stealing your money and I am sure there are poor folks out there that paid for multiple months on a policy they have never used before catching this behavior.
3 years ago
Edward Castro Visalia, CA
3-5 Days for Technician to Arrive
Even in Emergencies, Tech never arrived same day.
Quotes from Tech sent back to HWA have taken over a month to be Approved
I have never been able to talk to a supervisor
Customer Service is Polite, but all they do is take information.
Will sometimes spend hrs on phone per claim to get things resolved
They are quick to draft Monthly Payment from your account
Have spent over a month w Broken Heater in 25 degree weather
Have spent over a month w Broken AC in 107 degree weather
Take over a month to receive Reimbursements
3 years ago
Samuel Otto Glendora, CA
This company is a call-center based sham. We signed up with them to be a provider of services. We did 15k+ in work and we have yet to see a single payment to us. Vendor/Provider support is non-existent. The only method of support is sending a message in their website. They then respond with a text messages. The responses often are not helpful, contain incorrect information, and are flat out rude. It doesn't matter if HWA issues you an authorization code to do the job - they won't always honor it. We spent over 1k$ in parts for a job we were approved for. We completed the work at 10am. At 2pm of the same day they "reassigned" the job to another provider. We have spent weeks trying to get support as their system will not allow us to invoice for the work we completed. We were assigned the job, we were given an authorization code. We did the approved work - and HWA skipped out on paying us. We now have almost a $3k loss on one job because HWA is a con and is not to be trusted.
3 years ago
Rachel Macasieb McLean, VA
DO NOT PURCHASE. You will lose a *significant* amount of money partnering with them. If another company (such as your real estate agent) has recommended them, please tell them not to refer to others.
Despite this company's original approval of my reimbursement claims for a washer and dryer (twice - including sending out a check for reimbursement) they later cancelled the check, reversed their decision, citing the following term: "Repairs/Replacements. We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all provisions of this Contract." They are also not responsible for upgrades (unsurprisingly). However, the pre-approval for my $3k expense was made while this term was part of my agreement, and given with my previous offer to provide options for my Washer/Dryer unit replacements prior to purchase. As a consumer, I am aware that at times, companies want to at least see what you are purchasing so I made that offer. They did not take me up on that offer and instead said that I can purchase, submit for reimbursement, and the max is $5,000 per unit. I came in at $3k for both. and alas, I am here writing about the fact that I am out $3k, the $200 to submit the claims the and the $80 I spent to have a third party contractor evaluate the washer and dryer damages since their contractor appeared to show up for nearly two months.
3 years ago
Onic Mardi Yucaipa, CA
RUN!!!!!!!!!
Do not buy this warranty.
The worst ever. They are happy to take your money but you will never get anything fixed. I am surprised that they have not been hit with a class action lawsuit for doing this to everyone. The springs on my Garage door have gone out, I have sent them all the info on the door. The first Company cancelled on me and was more interested on selling me a new system, the second came out after me telling them what type of door I have and all the info on the door including the picture with the info and said Oh I don't work on that type of door but I will collect the $75 dollar fee. The third company came out and said that the warranty just does not want to spend the money on the repair but they will let me know what happens next. 15 minutes later we get a notice that a new company is coming out. By the way the warranty company pays these people 75 dollars each time one comes out. The way I figure by the time they have sent a few more people they could have paid one of them to just install the parts and saved themselves money.
This is not the servicers issue, its the unwillingness of the Warranty company to authorize them to fix it or replace it.
How they are allowed to get away with these business practices I just do not understand.
These company's have to have a business license to do stay in business and the states and cities that allow them to keep in business should be responsible for their actions .
3 years ago
Guillermo Fuentes Reston, VA
First, you can't create a claim online, you have to call, so I called for a water leak in my boiler. HWA created a claim for a gas leak and sent a tech. Thankfully the guy called, cleared up the confusion and informed HWA before showing up. HWA then sent a 2nd tech for plumbing. He inspected the boiler, explained what needed to be done and charged me the $75 svc fee and left, just as HWA had directed. The 2nd tech never came back to do the actual job after the inspection visit. I called him several times but he kept saying he was waiting for approval from HWA. Just spent about 2.5 hrs on the phone with HWA bouncing through 4 depts, they say the tech never submitted anything, but since the claim is not 1.5 months old, it must be cancelled and a new guy (3rd tech) has to be sent. They will not follow up with the tech, just cancel and get a new guy, and upon a new visit i'll have to pay the $75 service fee again. I explained I don't feel responsible for covering the cost of a tech sent by HWA that didn't complete the job and asked for a fee waiver or refund on the first $75. HWA argues i'm responsible for the fees because the issue wasn't a gas leak (they recorded incorrect info when the claim was created). Talk about disorganized claim mgmt...
3 years ago
Sammi Woods
Terrible service!! Called 4x a day at least trying to get my water heater fixed that broke flooding my garage etc at 5 am on Mother’s Day. Kept getting disconnected, office closed, we’ll call you back recordings etc! Then they sent out the most unprofessional and disgusting company Daughtery plumbing out of Holland Texas who sent out a kid who showed up without notification, demanded the call fee $75 before briefly looking at it and saying- yep it’s broke after seeing water in the garage!! Said parts were broken that weren’t (and how did he know he didn’t inspect it!) no showed for any additional appointments. Said HWA hadn’t approved it. HWA said they had to order it?? What!!! Then HWA said they’d approved it. Company no showed and once again said HWA hadn’t approved it. Called HWA again having had to take showered at the local YMCA for 3 days!! HWA agreed to pay me to get it fixed at their policy limit of $905 I submitted receipt as they instructed me to do and received an email today saying it was disapproved!!! Just OMG! I’ve bought another policy from another company and will never use this sham of a company again!! I will be calling my realtor who sold me my house that “included” a year of home warranty and give them a piece of my mind! I thought I was protected and have been completely ripped off!!!
3 years ago
Nicole Ly Covina, CA
If I could rate this company negative stars I would! Our dishwasher broke and I filed a claim since it was covered through our home warranty. They stated I would receive a confirm along with date & time a technician would come out in 24-48 hours. I never received anything. 5 days later I called and they stated that a technician is coming this Sunday between 11-3. NO ONE SHOWED UP. I called at 4pm and no one answered (HWA or Technician which they provided a number for). I called the technician again the following day and they stated "We don't even work on weekends so not sure why they're booking your appts on a Sunday. If you want we can come in 2 weeks or you can call HWA again." So, since they're blaming HWA I called HWA to figure out what's going on. HWA puts me on hold & confirms that they spoke to the technician and they DO work on weekends, the technician just wasn't able to make it due to "personal matters", but again.. NO ONE THOUGHT THE CUSTOMER WHO IS WAITING FOR THEM TO SHOW UP SHOULD BE NOTIFIED? They wouldn't let me speak to a supervisor and told me they cant do anything more than booking me another appt in 2 weeks. I feel like this company is such a SCAM and no one is doing their job! IF YOURE LOOKING FOR HOME WARRANTY- STAY FAR AWAY FROM THIS POS COMPANY. THEY WASTE YOUR TIME AND DON'T SEEM TO KNOW WHAT THEY'RE DOING.
3 years ago
Miranda Farris Oklahoma City, OK
I’ve been waiting for dispatch to assign a plumber address to our shower leaking into the kitchen downstairs. 24-48 hours is typical dispatch time according to every single person I’ve spoken with. 5 days later and still no technician and the call center tells me to continue to wait.
They’ve given me the option for claim reimbursement (this is a scam btw, there are steps the technician HAS to follow in order for the claim to be processed and you have to do some digging to find the criteria). I have done this in the past and ended up with a denied claim and $2,000 out-of-pocket for electrical services that should have been covered.
I’m continuing to escalate the issue and am determined to get answers. After research it seems almost everyone has been ripped off by this company and their horrible practices.
3 years ago
Lane Melton Abilene, TX
This company is an absolute JOKE. We have been without a working AC for going in to week 4, with Temps above 100⁰. They've asked me for the same documentation multiple times, sent 2 contractors, and every time I ask for a status update they say "we will review within 24 business hours" which doesn't happen and I have to follow up, yet again, only to be told the same thing. Absolutely unreal the lack of service and runaround they give. I've been with them for 7 years and 2 different properties and this is the first major repair we've ever had to file. NEVER AGAIN will I do business with this company. Nothing but a scam!
3 years ago
homewarrantyofamericaistheworst Austin, TX
Every thing about this company is a failure. From initial scheduling of a technician to dealing with their unprofessional and rude “case manager” Lydia. We paid $75 for a service fee on a stovetop burner that was not lighting, technician is independent contractor and friendly enough but came out and confirmed our irreparable issue. We were under the impression they would replace the unit with a comparable product or pay out for us to replace. This racket of a company refused to replace the item and offered effectively $263 (factored balance after the $75 “service” fee which was purely diagnostic). This is not enough to replace the Whirlpool unit with even a bottom of the line stove. When we asked for a consideration/review of their offer, we had to wait two weeks to talk to a “case manager.” She gave us an ultimatum: take the Lowe’s gift card or let the contract run out and be completely out of luck and get nothing. Lydia C was belligerent, hostile and an absolute terrible person to have to take a phone with, she hung up on my husband with this problem unresolved. This company is awful; I have filed a complaint with the Better Business Bureau — this problem is currently unresolved.
3 years ago
HWAsucks Bellevue, WA
Horrible experience! Nothing covered!
- I have dimand plan and in policy booklet it says maximum $5000 for air-conditioner
- Once I have claimed, contractor came and charge me for 76 dollars
- the HWA said there is 4000+ uncovered fee
- I called HWA mutiple time, they said this fix will be considered as upgrade not fix/replace, so they do not cover.So I simply asked for a breakdown for my claim, then I can understand which part is covered, which is not. But HWA rejected to offer any document.
- I checked with contractor, contractor said HWA should cover the cost. but contractor does not offer any details as well.
- to sum up, it is one month, the only information I got is 4000 uncovered fee, no evidence, no document, no receipt, no estimation break down. Everytime I called HWA just keep repeating the same sentence that I should check with contractor for any details.
3 years ago
Lauren Anchorage, AK
where do i start? the first time i called them about the washing machine they said since it was within the first 90 days of the contract and they couldn't find the part they didn't have to fix or repair the washer so, they cut me a check for a very small amount of money that could not fix the machine.
second, my grandmother's fridge was giving her problems and they sent a repair man out to fix it who didn't. my grandma is 86 years old.
about 2 weeks ago her heat failed. HWA sent a heating/AC company out who confirmed that yes the system had failed and needed repair. yesterday HWA tells me that they need "more information" about the cause of failure and they're waiting on the info from the A/C company. well, i called them this morning and they told me they have submitted all the information TWICE and that HWA called them yesterday trying to get them to say the system was rusty so they wouldn't have to cover it. the lady told them the system wasn't rusty. HWA then says "well, why did it fail then?" the lady told them that systems just fail given enough time. that wasn't what they wanted to hear, so they didn't give approval to fix my grandma's heat. that was 2 weeks ago in HOUSTON. it's been so long that now it's hot outside and her air condition isn't working. she told me it was so hot in the house it was hard for her to breathe. i've had a home warranty with this company for 4 years and i bought my grandma's warranty last year. never again. STAY AWAY FROM HWA!!! don't waste your money. since last year all the phone calls go to india and the people don't seem to care that they aren't helping you. this is such a scam!!!
3 years ago
Josh Drew Music Tyler, TX
REALTORS BEWARE (and please pick another company): I'd like to be charitable here, but there's just no room.
Hour long hold times, 3 missed appointments, and then their promise to allow you to call your own contractor (WHICH WOULD BE SO MUCH BETTER EVEN IF IT WAS MORE EXPENSIVE) after 24 hours, but what they mean is as long as their technician simply calls you within 24 hours (and doesn't show up) then you cannot use your own contractor. I just want to get it done, and I've spent more time on the phone that I would have going to school to learn how to plumb myself. I'd be happy paying extra to get it done! Is this really a strategy that will help keep them in business?
3 years ago
Tracy N Austin, TX
I own several rentals and have been an HWA customer for over 5 years. Service has taken a nose dive and scheduling appointments is almost a part time job for me. We have been without a working AC for two weeks now in sweltering Corpus Christi. My service provider says we need a new AC and HWA is giving us both the runaround. So they scheduled a different repor company for a “second opinion”. After almost a week that second company was a no show, so they are back to the original repairman. They told me he’s be out two days ago. He says he never heard back from them? Total scam. I’ve called several times in the past day and I’m rerouted to “AIG” their former service provider? Then typically my call gets documented so I have to start all over again. I was able to contact our local rep earlier this week and she made it seem as if she were taking care of everything, but she’s proven to be rather worthless as well at this point as she isn’t returning my messages either. I pay $740 a year for this rip-off service. I have Choice for some of my other properties and they resolve reports within 48 hours. I noticed HWA also does not have a social media presence anymore. They must have taken down their FB and Twitter accounts as I’m certain I’m not the only one who has received such abhorrent service. They should be reported to FTC for deceptive practices.
3 years ago
Mike-Tammy Gonzales Houston, TX
This company is horrible! Our agent (whom we adore) purchased this warranty when we closed on our ranch because she is friends with the representative. About a month after we moved in, the electric HWH gave an ear-piercing high-pitched tone at 2:30 AM for two nights in a row. My husband disconnected the sensor and needless to say, we called HWA. They took three days to find a plumber who serviced our area after I called to follow-up (their website is pathetic). This plumber came out, said to leave the sensor disconnected and place a rag under the HWH to catch any water drips. That professional advice for $75 co-pay. We went back to HWA and our agent's friend said "oh my goodness we will take care of it!" This began weeks of hearing nothing, me calling and texting HWA reps trying to get information, emails giving us the name and date/time window for service only for the provider to fail to show up. I call the plumbing company and they have no record of a service request to our address. I call back to HWA and attempt to deal with another incompetent rep (and multiple hang-ups after sitting on hold for over 30 minutes). Another email with another provider; this time I call to confirm and the provider states they are waiting for approval because years prior they dealt with HWA only to have them refuse to pay claims. Sure enough, a few days later another email stating "due to unforeseen circumstances, your claim has been assigned to another provider." Finally a plumber comes out and states that the unit needs to be replaced because the company has gone out of business and parts are not interchangeable. That was a week ago and we are still waiting to hear back from HWA on the claim. This plumber told us that HWA is the worst home warranty company they deal with and we would be lucky if it pays for a new unit. He said he fully expects HWA to deny replacing this HWH and try to get him to "rig" something up that will temporarily stop the water leaking - even though parts are unavailable. We have had other home warranty companies in the past and have had better experiences. Stay away from HWA!!!
3 years ago
toyhs treasures Michigan City, IN
My past experience with this company was a joke. I needed a plumber, I have running water which I cannot stop without having to turn off the main. I called HWA to schedule service which they did, in turn they took my $100 to cover the fee. They sent out a plumber who contacted HWA stated they would not cover my water leak, said he would get back to me the next day which he did not. So HWA got my money and I am having to find a plumber who will do the job. I learned my lesson even though I have plenty of time left on my contract, I will never contact them again. Why should I pay them money to turn around and tell me its not covered. I explained to them what the problem was in the beginning, why did they not tell me they would not cover this in the beginning ????? Their represenatives are very rude to begin with.
3 years ago
Kim Leonard Haysville, KS
This company is a joke! This is the home warranty our realtor was forced to use by the seller of our home because it was cheap. We have had nothing but problems and issues with them. We've had have to file two claims (AC and pluming) and are in the process of filing a third (electrical) with them and for the 2 claims we had to pay out of pocket and have just been told that we will have to do the same for the third one as well. Their excuse is that "We do not have any contractors in your area for this particular problem". How/why are you selling a product in a state that you have NO contractors in? If we are going to have to pay for it ourselves we wouldn't have even taken a home warranty and saved ourselves time and hassle. Do yourself a favor and headaches STAY AWAY FROM THIS COMPANY!
3 years ago
A. Blaine Washington, DC
I would give this company a -0 if I could. I have a home warranty through this company, which was purchased for $595 for one year. When I log in to my account, I get the following message: The obligor on this contract is AIG. AIG handles and pays all claims. Please call AIG at 312-454-3330 for all service inquiries.
When calling said number, I am being told that my account is inactive due to non-payment. After being transferred to billing, I am told that the account is active and then I am transferred around until the call drops. This company is fraudulent and after-hours wasted on phone calls to no resolve, I want the money back. They are holding on to funds and can't/don't render services. I can't believe in this day and age this business can operate and steal people's money. To this day when I call, they are saying the same thing. I hope the BBB does an investigation and they get shut down or sued. Their calls are supposedly monitored. This is bad business and they don't care about customers and there's no way to resolve issues.
3 years ago Edited March 9, 2022
Stacey Anaheim, CA
We have had HWA for 2 years as it was recommended through our real-estate agent. We had a simple service call that went okay for a toilet issue and later for a pilot light that would not stay lit on our water heater. The real fun with this company begins when something needs to be replaced. Our water heater had a small leak, we placed a service request and a contractor came out who said the unit needed to be replaced. That was the first week of December. The leak worsened to where we needed to turn off the unit entirely about 2 weeks later. Every time we called to follow-up, they would tell us that the paperwork had not been approved and to wait 3-5 more business days. After not having hot water for 2.5 weeks (through Christmas and New Years), we finally called an outside company who came out the same day to give us an estimate and then completed the work the next day. We submitted the documents the next day for reimbursement and in less than 12 hours got a response that there is not a claim for a water heater. Somehow the claim was opened as a plumbing issue and not a water heater issue but the claim to replace the water heater was approved. I have spent the last 2 weeks calling this company trying to get the type of claim updated to no avail. Each time I am told to call back in 3-5 business days to see if it has been updated. It has now been 7 weeks since we initially opened a claim about the hot water heater and there does not seem to be an end in sight about getting this resolved. I would highly recommend that others take the $50 per month that they would pay for this coverage and put it into a savings account instead to pay for repairs as they come up.
4 years ago
Nicole Zambory Minneapolis, MN
Absolute nightmarish experience with this company and their technicians, them paying out claims and their customer service. Just one example, technician came out, intentionally caused damage (left flame sensor unattached) on my furnace. I was left without heat for 3 days until I called someone myself to have the repair done because I couldn’t file a claim online or over the phone (something about “their system was down”) and when I did finally file a claim they weren’t going to be able to get someone out for another 4 days! In the winter, in MINNESOTA! I filed a claim for reimbursement and literally spent over 5 hours dealing with their customer service dept after they denied my claim. The technician who left the flame sensor unattached in my furnace also made antisemitic comments about Jewish people while he was in my home, they are still using the company that the technician came from. I did after about 2 months receive reimbursement for the claim but I spent so much time during business hours dealing with this that it cost me more in lost time from work than the claim was even for. Save yourself the trouble and find a reputable company instead!
4 years ago
PC Allen Camano, WA
DO NOT SIGN UP WITH THESE CROOKS!
This is by far the most shady and crooked business I have ever signed up with and I deeply regret giving them my hard earned money every month for the so-called warranty service. The customer service is horrible, they are full of excuses as to why the claim has not been approved, and it seems as though they really could care less about helping you out with the issue. My hot water heater died three weeks ago and I submitted the claim and was told that it would be approved in two to four days and it is now day nine. I have called every day to try to get some kind of answer and all I hear from the crook on the other end of the line is the approval department is overloaded and that is why the claim is being delayed! OVERLOADED!!!!!! I ask to speak to a supervisor and that is not happening because apparantly all of the supervisors are very busy and do not have time to talk to a paying customer. I have been hung up on several times just trying to get a straight answer as to what is going on but that is not happening. So the frustration is on overload with this criminal organization and they will not recieve any more payments from me. I have canceled this account and I really wish that I could give them way less that one star because they are deserving of negative stars...many negative stars!!! Stay far away from this company or you will regret it.
4 years ago
Eric Gentles Houston, TX
Their response time was embarrassingly bad. I had to wait almost 6 weeks to get my air conditioner fixed in Houston in the summer. On top of the delay, I had to pay an additional $500 on top of the deductible for items they claimed the warranty didn't cover in the repair.
Then there was their inability to source replacement parts. Two different claims have now been canceled and I was forced to take a "cash out" option where I am being offered a fraction of what it will actually cost for me to repair or replace the item that was supposed to be covered by the warranty.
I have had 5 different home warranty companies in my life and this has by far been the worst one to work with. I cannot recommend strongly enough that people use another company.
4 years ago
Jake Elder Hutto, TX
The absolute worst service ever if I had the time and money I would sue them because they are a borderline criminal organization.
They charged us a ton of money and when our AC broke they dragged their feet for 2 months through the hottest months in Texas. I explained I had a newborn baby and we needed it fixed. 15 phone calls later and 2 months after the initial diagnosis after never , not once getting a call back they still have not fixed it or paid the guy who was going to fix it.
We canceled our policy and are paying out of pocket because they have successfully stalled for so long. I think this was a part of the plan because they didn't want to fix it in the first place. Avoid this awful company at all costs.
We are livid with the service or lack thereof.
Home warranty of America takes the title for me of the worst company I have ever had the displeasure of working with. Policy canceled ,
take my word for it and avoid these clowns at all costs.
4 years ago
Amanda Edwards Lilburn, GA
I've been with Home Warranty of America for 3 years. AC unit stopped working, I called them. Everything appeared to be moving along till they started asking me to accept a cash out option of $1500 to replace the unit. I told them no. I have the diamond plan which will cover a replacement. I've gone back and fourth with them for almost a week. Finally after I begged them to replace the unit and pleaded they agreed. They originally told me they were having trouble getting the parts and this was the only option. Once I did some checking and contacting the AC company myself they had not contacted them for parts. I had trouble getting returned calls from this warranty company. No manager or supervisor would contact me. The language of almost every representative is difficult to understand. My warranty with them expired next month in Oct. I will not be renewing with them.
4 years ago
Ingrid Chemaly Boca Raton, FL
This company is a SCAM. They are experts at finding excuses not to cover your claim. They sent a first contractor who said my AC needed a new drainline BUT that i needed to pay $800 (not covered) for a water sensor. When I refused to pay for something not necesary for my AC to work, they sent a second opinion. That second opinion turned out my worst nightmare. First he reported that the drainline needed to be replaced but that it was lack of maintanance which was of course not true as I have a maintenance contract AND that I had to pay to get a water pump. INCREDIBLE. These contractors are encouraged to UPSALE to homeowners!. ON TOP and EVEN WORSE, the first contractor left acid in the drainline, the second contractor (second opinion) blew air into the line, which spilled the acid on the coil. The coil was corroded with the acid and the AC did not work anymore. I had to end up buying a new AC. These scammers did not cover anything that was damaged, that their contractors damaged! I lost count of the number of times I called and was promised resolution but nothing happened, I was put on hold so many times. It is just sickening. DON´T GIVE THEM YOUR MONEY!! You are better off putting your $50/month in a savings account for the rainy days. THIS WAS A HORRIBLE NIGHTMARE
4 years ago
Barbara Luke Lake in the Hills, IL
They get one star only because of the super polite people who are the front line for claims and who are mandated, when they put you on hold, to come back to the call every two minutes to say thank you and ask if it's okay if they put you on hold again... and for me this continued for 2 hours on my first call and 2 more hours on my second call. You should ask for a supervisor right away because all the hold time is only so the front line person can ask your questions to their boss; they know nothing but what they are told. Their "purchasing" dept are the ones who make the decisions. My decision was reached the day after my first phone call, however no one let me know anything. I found that out when I called a week later. This is intentional.
Their contract is designed to be ambiguous. My issue is a refrigerator that needs a new evaporator coil which is not available (old unit) or so they said; we have no details from either the service company they hired or HWA. I was offered the max payout (rather than a repair) according to their Orange Plus Upgrade, which is about one fourth the cost of a replacement refrigerator. I also have the Green Upgrade which promises a repair or replacement of a similar Energy Star unit - no cash payout alternative. Now they say I have a commercial refrigerator which entitles me to that max payout. I do not. Their contract also has an entire section of Limits of Liability, which states a max payout per appliance twice as much as I was offered OR an aggregate amount per contract per term. So there are three scenarios for my situation and they all conflict. When I suggested speaking to their legal department, I was told they are in the process of modifying their contract because of issues such as mine. They are protected from class action lawsuits. I am now waiting for the purchasing department to give me a list of refrigerator models they would provide. And it was suggested I email their "legal department" with my contract questions. I wish I were a contract attorney!
4 years ago Edited September 14, 2021
Matthew Thompson New Orleans, LA
1 is being generous. Avoid this company like Coronavirus. Submitted a claim for my broken washer in May. It's now August and it's still not fixed. I've been given the runaround both from this company and the company they contracted with. At this point I just think it's a scam designed to wear you down until you break down and just pay for the repair yourself. Between the money I spent on the premium and deductible I could have bought a brand new top of the line washer AND not had the hassle of having to spend hours on the phone as well as 4 days and counting off work trying to get this settled. And that's just THIS episode. I've also been through hell trying to get them to fix my hot water heater (which keeps going out every few months and the repairman they sent said he'd recommend replacing it, but the warranty wouldn't cover it since it's technically repairable, even though it keeps going out). Do yourself a favor and DO NOT DO BUSINESS WITH THIS COMPANY!!!
4 years ago
Cherie Standridge Azle, TX
Zero Stars! My a/c went out on 5/29/21, every time I call they are waiting on approval of some sort or more information from the tech. They have been given the same information over and over and somehow not getting it right. These people are clueless. They finally got the replacement approved and I agreed to pay the noncovered cost on 6/28/21 and all they have to do is order a condenser and the vendor is ordering the rest. On 7/1/21 they inform me that they need more information on the part AGAIN! It is now 7/9/21 and I live in Texas where the temps are in the high 90's and with the humidity, it feels like the 100's. My house is holding so much heat it is cooler outside than it is inside. I am so over this company and will be looking elsewhere for a better company! FIX IT!!!!"
4 years ago
Susan Hall Springfield, MO
HWA sucks. I ended up canceling my warranty with them. I need a bathtub because of my arthritis. I called on Thursday and was told they couldn't get someone out until Wednesday. The plumber showed up and I showed him what needed to be done. Then the man told me he had to get approval first! The worst part is they are claiming that they never received my 100 dollars for the plumber; even though US bank has it on record. They are also stating that they never got my $625 for the warranty; even though it came out of Escrow a month ago. I had to file a claim with my bank. They want you to pay 100 dollars for each service call. What is the point in paying for a warranty like this????
4 years ago
Kelly Wilson Roswell, GA
I HATE THIS COMPANY!! It is by far the worst experience I've ever had with any company in my entire life. I filed a claim over 2 months ago to have my dryer repaired for the 4th time and I am no closer to having it fixed than when I started. I was so dismayed to read all of the other reviews because this is exactly what is happening to me and, after seeing everyone else's experiences, I know they don't care and these negative reviews mean nothing to them. They never return promised phone calls and I have to keep calling week after week to get a claim status. I finally was connected to a supervisor after 3 weeks of trying and literally screaming at the customer service rep. What a waste. He (Orlando) couldn't/wouldn't do anything to move the process along. All he told me was that my control board needs to be replaced and someone would have to come take it out and mail it into the company and then they could order the part. He said it would take 7-14 business days to just return the board, not including the repair, and if I didn't want to wait, they would give me cash out amount of $100. I told him I had no idea if that would cover it and asked specifically what part I needed so I could make an informed decision and he said he wasn't allowed to tell me. What?!? I then talked to the repair company they assigned me (who I also have zero faith in) and they told me that the part was unavailable from any company because it was on backorder with no eta and what they were doing is returning my board so they could rebuild it and that it would take 8 weeks! That's in addition to the 7-14 business days to return the board AFTER I've waited over 2 months already. I'm beyond frustrated and feel stuck. I have spend countless hours on the phone dealing with this and they just don't care. So disappointing...
4 years ago
Shalese Chula Vista, CA
The absolute worst company I’ve ever dealt with. They lack communication and competence. I always have to send multiple follow ups just to get an answer from them, their technicians are hardly available when needed, and when you call about a claim it’s like youre speaking to people who don’t even work for the same company because they never know what’s going on even though I have an open claim. Our plan says we get coverage for one thing, but after dealing with a water heater replacement they are telling us they have “internal policies” that prevent them paying for all of the costs associated with our repair/replacement. These internal policies are not listed on our plan that we signed with them. I will never work with them again. My advice is just to go with another warranty company that provides better customer service, coverage and honors the plans they offer their customers.
4 years ago
Sarah Homan Niles, IL
Consistently terrible experience with this company. I was gifted a 1yr policy by my realtor and I've since talked to her about no longer offering this to clients because it's nothing but a headache. Their policy for assigning contractors is useless in any instance where you need immediate service, which is very often the case when dealing with a major appliance problem (failed sump or water heater, etc). On one occasion, the assigned contractor didn't even call until 3 days after I had called HWA and started the claim for a water heater that had rotted out at the bottom and was flooding my laundry room. With a partially flooded basement, I couldn't wait that long and had a trusted plumber replace it instead, which then of course wasn't covered under my policy (as they were quick to reiterate when I shared the lack of response from their preferred contractor). I definitely don't recommend this company - this "warranty" is heavy on looking for reasons not to cover claims and way too light on any real consideration for customers.
4 years ago
emtmartin54018 Canton, IL
I, like many other people on here would love to give 0 stars to this company. I have been a customer since I bought my house in June 2019. Never had a claim. Picture this, it is 45 degrees in my house when I wake up Saturday morning. It is -6 outside. My furnace blower has gone out. I call a repairman to come because my elderly mother lives here as well and 45 degrees will not cut it. So I pay the repairman about $550 to fix it and we have heat within about 2 hours. So, I call this so-called home warranty company and file a claim. While the non-English speaking lady is so nice to be taking my claim, she tells me a technician will call. I told her that I already had it fixed because we couldn't live here while it was so cold. She said I'm sorry that negates the claim as it is an unauthorized repair. What a joke this company is. I told her to cancel my policy on the spot and will be finding another company that is way more reputable.
4 years ago
Terry Smith ,
We have filed a formal complaint and will continue to spread the word on how unprofessional and dishonest HWA is. We had a claim file for a shower valve leaking water inside the wall of our two story house. HWA did not respond for 4 days. The plumber took it apart and stated in needs to be repaired. That wasn't good enough. A second opinion plumber was sent another week went by. He came out to looked at it. I do mean look at it. He didn't take it apart. Exact words were "yep its still leaking needs to be replaced". Keep in mind its still leaking inside the wall. We didn't hear from HWA for several days. So we called them. Oh yes well can't find the parts to repair it so we will offer you $100 buy out. Keep in mind we have $75 already to file a claim. So HWA is offering us $25. I called Teters Plumbing Supply in Dallas who has the part however, the part cost $900. That is dishonest. It gets better, I called to file a complaint and requested to speak to a supervisor. The supervisor refused to speak with me. What is a home warranty for if the customer pays. The warranty service has no risk if they just say oh we can't find a part and give you pennies on the dollar to just go away. I hope karma puts you out of business. Believe me I will spread the word anywhere I can. All prospective customers should run from you. Not walk. You should be ashamed.
5 years ago
Laura Beaty Atlanta, GA
We've had one prior issue and had it solved without a problem. However, I've just had the most frustrating 3 month experience from this company. My microwave could not be repaired and I accepted replacement versus cash. Three months later, over 20 phone calls, at least 15 hours of my time trying to manage the process and I still have no microwave. Their departments do not speak to each other and when you have a problem, there is no way to be assigned a person. Their notes never tell the next person you speak to what is going on, but the bottom line is that my case was "elevated" multiple times and fell to purchasing and claims (neither of which I could speak to and nor could the multiple employees I spoke to about my ongoing saga of no microwave). Because there was an order number, they could not give me the cash out option even though I never received a microwave. No one could take responsibility to solve a problem. Even though the nice employees tried their best and were often as frustrated as I was, they could offer no resolution to the case of the missing microwave. Since my 17 year old started asking if we could get a microwave again before she leaves for college, my only recourse was to end the warranty. If this were my air conditioner, I would've been without air conditioning for 3 months with no end in sight. Absolutely the worst experience with any company in my entire adult life. Empower your employees! Allow them to speak to each other. Allow someone to be a customer's advocate. If this is your warranty company offered at the closing table for your new home or condo, say NO because it isn't worth the mental fatigue when there is a glitch in the system.
5 years ago
MAF Mt. Pleasant, SC
HWA is proving itself to be a ripoff. They will handle small, inexpensive claims in order to try to keep you as a customer, but the main thing everyone has this type of coverage is to protect them from the big event. Trouble is, HWA will try to do everything it can to get out of paying what it promises and what is in the contract. They stall, lie, and quote “exclusions” which are not listed in the contract. For instance, for the HVAC coverage, the contract says they cover “all components and parts necessary for the operation of the system”, but file a claim and HWA suddenly has a whole list of these unlisted exclusions. In our case, the cooling coils in the air handler have failed and leak out the refrigerant. Of course those coils are attached to the condenser outside and the air handler and condenser are simply parts of a whole matched system. You can’t simply change out one part and not the other. This would void any warranty, be illegal in many places and, under HWA’s own contract would be a mismatch and excluded from coverage. The repair company says there is no other option but to replace the whole system. HWA stalled for weeks and then finally said they won’t cover the condenser portion, plus a whole list of these mysterious exclusions. They’ve offered less than $1000 and want us to pay $3800 ourselves for the condenser alone. Their guy on the phone said the exclusions are listed on the contract, but when we went over the contract together, he couldn’t find them. Hard to find what isn’t there! I am filing a complaint with the State’s consumer advocates, making as many reviews like this as I can and filing a lawsuit in the local court. My best friend is a retired State legislator and we have discussed the need for legislation to better protect consumers from abuses by home warranty companies. He is working on a meeting with some of his old friends still in office. I will hold HWA’s feet to the fire! My advice is to avoid this company and be very careful about the home warranty industry as a whole.
5 years ago
Ruben Munoz Oceanside, CA
This company is by far the worse warranty service to work with (lack thereof)! If I could I would give them 0 stars! We had filed a claim for our AC unit and all vendors they supposedly assigned could not do the work. Then I had to call everyday of the week just to see what the status of the claim was. I was advised not once but twice that this was being escalated and someone would call within 24hours this was advised to us on Thursday it is now Sunday and still no call whatsoever! They had advised that we can find our own vendor but we need to have the vendor give them an itemized of what needs to be done (hello isn't that your job!) not to mention not sure if they would even pay for the services! BEWARE I REPEAT BEWARE DO NOT USE THIS SO CALLED WARRANTY SERVICE, THE WORSE CUSTOMER SERVICE THEY HAVE NO EMPATHY FOR THEIR CLIENTS! LOOKS AS THOUGH THEY ARE JUST SITTING BACK COLLECTING ANNUALS FROM THEIR CLIENTS AND DOING NO WORK WHEN NEEDED THIS IS A TOTAL SCAM!
5 years ago
KW Fayetteville, NC
Absolutely terrible. I have been fighting with HWA since January 2020 - seven months - to get a simple electric dryer repaired or replaced. I have been a loyal, paying customer for years, and there is absolutely no reason they should have strung me along for seven months. You can imagine the impact to my family to go without a dryer for seven months. If you ask to speak to a supervisor they put you on hold and hang up on you 100% of the time. In seven months I've never been able to speak to a supervisor. The customer service reps are friendly but the standard answer is "two to three days - no problem." I have already sunk $225 into service calls or I would just give up and buy a new dryer. So terribly disappointed. Avoid this company. Zero stars.
5 years ago
Taylor C Oklahoma City, OK
If I could give zero stars, I would. I filed the initial claim with Home Warranty on July 30th. They told me to reach out to the vendor if I hadn't heard from them in a reasonable amount of time. I tried to be patient, but reached out the next day only to find out the vendor they had assigned me hadn't worked with the company in OVER A YEAR. At this point, it was Saturday so I was at the mercy of weekend availability and HWA was off. A technician was assigned and I called them myself immediately this time. To summarize, a separate issue was found that had to be fixed first. I called to give approval over the weekend but when I called on Monday to check on the status of the claim, no one at HWA had updated my approval. Again, a set back and we are without AC this entire time. The secondary issue has now been resolved, a diagnosis on the AC has been submitted and I'm unable to get the approvals for "24-48 business hours" per the customer service rep. That's up to SIX working days to even get an approval at which time then I will have to go through the process of dealing with purchasing which also needs 24-48 hours to review sourcing the parts and then I have to deal with shipping delays due to COVID. We are having to increase our COVID exposure and I'm having to remove those staying in the home with respiratory issues, as well as pets, to other living arrangements at my own expense.
I have been a loyal customer since 2016. I have never been late on billing and haven't abused my claims and coverage. I am beyond frustrated that waiting potentially a month for air conditioning, in the heat of the summer, is something that this company believes is acceptable. I'm not asking for special or overnight service, just a reasonable effort. This experience cannot be defined as such. I've tried multiple times to explain my situation as calmly and kindly as possible but there is zero urgency on the other end. I would NOT recommend this company in any way and at this point I will be telling as many people in as many channels as possible to cancel their coverage and stay away.
5 years ago
Jennifer Sears Charlotte, NC
They are absolutely horrible! They have no customer service, the "concierge" line is a joke, and they do not care one bit about their customers. Without air for going on 4 weeks and they are still dropping the ball on getting the repairs done. DO NOT WASTE YOUR MONEY, THIS PLACE IS HORRIBLE! They do not communicate with each other by anything other than email so you can not get any answers in a reasonable time. They do not read any notes from previous reps, they are all extremely unprofessional. They have dropped the ball & lied to us over over 5 times on this one claim alone! They will not let you speak to anyone above them & the executives do not respond to emails either. This is entire company is a SCAM!
5 years ago
Kerry Hummel Philadelphia, PA
Contacted Home Warranty of America on June 4th. Two technicians came out who diagnosed the problem in about a weeks time. It's now July 21st 2020 and they still have not replaced the part. The worst is that the technician they sent doesn't understand what they are doing either. The technician can get the part and do the job within 48 hours, yet every time I call Home Warranty of America they tell me the part is out of stock and they need an alternative part number. At this point, with all the time and effort I've put into this, they should just replace the whole thing if they can't find the part. This comes down to plain old fashion theft from some low life people that somehow continue to run a company! I am trying to find a reputable lawyer. I am pretty positive, after reading all these reviews, this could easily be a class action suit! These people need to be taken out of business so they can stop hurting people and their families! I have six children, the youngest of which is one years old. We have to go to bed sweating every night because of this company. How do you explain this to your kids?
I call Home Warranty of America, on average, at LEAST, once a day. Each time I request a supervisor. In the last twenty days, I've called 24 times. Can you imagine how much time I have in this? We need to get together!
5 years ago
Ainoa Martinez Wellington, FL
If you are a homeowner, DO NOT use this company! 1 start is too much for them. Our AC stopped cooling down and we call to submitted a claim. Once the third party provider went to our home, they turned off the AC and asked us to leave the house because was not healthy for us and our 6 month old baby, so we left our home immediately on 06/30/2020. It is summer in Florida so we couldn´t stay at our home. After 4 weeks we are still waiting for HWA to buy the parts and fix our AC. My husband spends more than 7 hours daily trying to reach the supervisors who always find a new problem with the order and the parts, every day they said a new piece is not available (while the provider let them know they can see the availability of the pieces they need to fix our AC). At this point, basically they do not want to proceed and fix the air. We needed to travel to a city 4 hours away from our home and our Health Insurance does not cover any of us if we have an emergency. Last week, they affirmed they bought the pieces (let´s clarify that we are going to pay for one of the pieces they should pay) but, after a week, they do not have a delivery date, order number, and/or any detail about the purchase they made. They keep saying they need 48 more hours for purchasing to give them the details. The service agents laugh when I mentioned that we were out from our home with our baby for 4 weeks and after that hang up the phone again. This is completely inhuman, and AC in Florida during this time of the year is a first-time need and an emergency from any point of view. The truth is that we do not know for how long they will play this game so PLEASE AVOID USE THIS COMPANY!!!!!
5 years ago
