Home Warranty of America Reviews

This was VERY disappointing. I have had HWA for 5 years without issue. Until now, my air conditioner went out on July 31st late afternoon and I contact them to get it repaired. Didn't hear from a HVAC until the next day. August the 1st. I was informed they are not coming till Monday August 5th around 3-4 pm. So I call the hvac company, it was Sears and YOU CAN NOT talk to a person at all. Then i call HWA. And told them to cancel that call and resubmitted to get a different company that can come sooner. The next one reopened same thing Monday the 5th between 6-8pm. So I called them them to see if they could come sooner and was told no because they are located in Lansing Il, and I was in Plainfield Il, and they had another Plainfield job scheduled for Monday the 5th. Because I was an hour away they put them together. So took matters in my own hand a called a Hvac company to come out on Friday the 2nd. They billed me $1100 and some change. So I contacted Hwa to request a reimbursement and was told this was not preapproved repair! I explained no one could come out until Monday the 5th late afternoon. And was told they can not reimburse me. I explained it is 97 degrees out we need air. Then I was told they do not provid emergency services! then I expanded 6 day is not considered EMGENY service. Then I request to speak to a hire up. Then was told me there isn't one. this went on for 15 minute. Until finely gave me a number that went back to company and had to asked to be transferred to someone then I got a voice mail and left a message to get called back by a F&^ken computer to schedule a phone appointment to speak to another person. I finely got the call and I was feed the same bullshit I got for the other customer service rep. on the phone. I have spent $550 -$650 ever year for 5 years and they could give 2 shits. Save your money and DO NOT USE THIS BOUGUS COMPANY!

RUN!!!! I truly wish I could give 0 stars. This company has terrible customer service. The technicians that come to your house are often arriving in their persona unmarked vehicles , no verification of their credentials, and often upcharge so you end up paying the same out of pocket without a warranty. We recently had our water heater go out. It took 5 days until the technician assigned could replace it. We were charged $800 for a new water heater and “modifications “, not just the $100 service fee. HWA only paid for the water heater and labor. They didn’t cover the pipes connecting the same standard water heater, pan, and other small items. I spoke with customer service and a case manager who would only recite the policy to me. I should have just paid out of pocket, gotten it replaced day 1, and picked a trustworthy company who insures their work. This is only one bad experience we have had. Unfortunately, there have been multiple other similar incidents. It is NOT worth the money! Do not buy into this home warranty company!

I would LOVE to be able to give them 0 stars. I've been paying for "well pump coverage" for over 2 years now. I had a well issue and put a claim in on 2/17/24. They emailed me on 2/19 that I'd have to find my own plumber because they couldn't find one. I got on Yelp and had a plumber booked in under 3 minutes. Plumber found that the pump check valve had failed, and that the pump itself had failed as well. They gave me a quote for replacement, and this home warranty company rejected the entire claim. Not just a replacement, but the diagnosis and it is repair fee as well. I appealed the denial and the case manager sent me a calendar invite for three days later. Never mind my homes of that water. I then called her this morning and immediately getting on the phone. She basically told me that there's nothing I can say or do that would get them to change their mind. She told me that I was supposed to have done maintenance on my check valve (which is hard plumbed into the pump and cannot be accessed or removed) and that that caused the pump failure. I asked her if I'm paying for well pump service, and that doesn't include the replacement of well pump, what is covered by the service. She had no good answer. And then asked to whom I should speak about getting a refund for this. She told me that no refund is possible because I already used the service. She further informed me that there was nobody else, not a boss, supervisor, or anyone else, whom I can speak to about this issue.

I had extreme bad experiences with HWA. Their customer services are trained same way only about their internal process, but their process is not customer service oriented, and not help to solve anything. It's my first year using HWA and I had two issues. 1. I couldn't file a claim for electrical system although it has been covered in my contract. The reason given to me is that "HWA internal work order system has some glitch, and there is no way to work around to set the claim. " They also mentioned this issue is not only to me but for many other customers as well. The only thing I can do is wait. Resolution manager usually told me please wait till end of today, and even they say they were going to call me, there was no call, certainly no fixing or progress. When I called next day, I got the same answer - our internal system has glitch, please wait until it to be fixed. In terms when / who to fix it, there is no answer. Resolution department has no alternative way to set the order and keep the process start, even though they say they understand the situation how messy a home would be without electricity. Each time the phone call been picked up by different people, so you have to re-tell the same information and also been asked to hold and then told the same message (basically, please wait). It wastes a lot of time repeating my request with different customer representatives, but not a single representative or resolution manager can really help anything. I couldn't understand why there is no alternative to make the claim, and they always put their process as an excuse and believe it has the higher priority than serving customer. 2. My fridge stopped working. In their standard procedure it took 48 hours to assign a technician company, and technician company booked an onsite inspection one week later. After that, it took another 48 hours for technician to upload the diagnose report. Surprisingly, the report saying they refuse to repair (probably missing part? I cannot see the diagnose report through online portal, only HWA people can see). Customer service said a new technician will be assigned, but with no timeline, no different level vs the first one, so not sure what will be the diagnose report coming up. Then the re-assign normally takes another 48 hours, booking may take longer days, and nobody would tell you whether the issue can be fixed or not. Overall, I feel HWA doesn't care whether your equipment can be fixed or not. There is no way to accelerate, there is no assurance to fix anything. They do have people to answer your call, but they cannot help you. I was asking an alternative solution to have a technician to fix the issue first and then reimbursed from HWA since your internal work order system caused the issue, the answer is No. My experience with HWA is that they say their insurance cover most of home items, but they just won't fix them, or it will take very long process until you give up and spend your own money to fix. The timing and energy you put on dealing with HWA is costly. Two issues still exist, and I have no idea when they can be fixed.

Person who came was prompt and excellent. Your request for a rating, FOR THE FOURTH TIME, is seriously annoying (I’ve done them twice already!!!!!)

Based on the last service claim, for the air conditioner, processing of the claim was not timely. It took 17 days in over 100 degree weather to complete the claim and return the AC to service. The work done was all required, in order to complete the repair, however we were charged a large amount for "non-covered" items. We don't understand this and no explanation was offered.

They won't fix anything, and none of their contractors want to work with them because they don't ever get reimbursed. During the almost year I've had them with my home purchase, they did not fix my toilets, they did not fix my dishwasher, and they wI'll not replace the coil in my ac. The person that came out, finally, after 1.5 months of daily heat indices of 115, said not to even bother. He said they will only approve Freon, and for the two coils they approved through him, they haven't reimbursed him after he bought them. I called to ask if they would just pay the labor if I go through my ac warranty (it's only two years old) and they said no. This company is a scam. In a year, I've had endless problems with this house that passed inspection because of a negligent inspector, and they have not covered a single thing, even though all should have been covered. All using them has done is make me have to pay two service charges for each issue, one to their contractor, and one to the company that I've had to have come out to actually fix each issue since they never cover anything. This company is a scam. If you are buying a new home, do not let the mortgage lender add this to your closing costs. They probably get a kickback. TLDR: They are scammers. This company is a scam. They will never pay out for anything.

I like: polite customer svc reps who return calls in a timely manner. I dislike: contractors are generally bottom of the barrel..on.the most recent claim, the contractor had a record for heroin possession. HWA claims they "vet" their contractors, but I'd bet that's not really true. Also, another contractors told me he replaced my dishwashers motor with a new one. I guess not, because the dishwasher leaked within a few days, which ruined my floor and a cabinet. Next guy that came told me the previous guy used an old motor, NOT a new one.

DO NOT WASTE YOUR TIME OR MONEY ON THIS COMPANY! My water heater was leaking water all over my stuff in the garage, and I was concerned that it would rupture. I knew it would have to be replaced immediately. I called and asked if I could have it replaced, KEEP THE OLD UNIT so it could be inspected, and file a claim. I told them that I understood that if the technician said that it didn't need to be replaced, the claim would be denied. They said yes, I could do this. I purchased my own water heater and had my son-in-law install it - saving a lot of money, whether I was paying for it or not. I went ahead that day and filed a claim online. It took HWA nearly A MONTH to find a technician to come out. The plumbers that came out immediately confirmed that the water heater was way past its service life and absolutely needed to be replaced. They said they would report this to HWA. Another 2 weeks went by and I went on the HWA website to check the status of my claim. There was a note there stating that they "understood that my water heater issue had been resolved." I called responded to this message online and called. I explained that I had called in, BEFORE filing the claim, that the water heater appeared to be ready to burst and I had to replace it and I had called in and asked if it was still eligible for reimbursement and was told yes. I had to explain this several times before the representative understood what I was saying. Once he understood, he said it would not be covered. I asked him to look at my account notes to see that I had called. After a long hold, he just repeated it would not be covered. I asked to speak to his supervisor. After a few more long holds, he advised that the supervisor would call me back. I said I didn't mind waiting. He then said he couldn't transfer the call, and the only option was to get a callback. I gave my number and asked when I would be getting a callback. He said before the end of the day. Not surprisingly, I received no callback. I called the next business day and advised that I wanted to cancel my contract. The person I spoke with kept putting me on hold without saying anything, which resulted in long spans of silence, where I thought he might have hung up. I told him that he should tell me that he was putting me on hold, and he didn't understand and kept doing it. I was relieved that the last time he came back on the line, he told me the contract was canceled effective immediately and that I would be receiving an email confirming it. he also said it would take 15-30 days to receive my refund. I did receive the email and will be looking for my refund. They still got away with $115 dollars of my money. They probably canceled so easily because the claim would have cost them much more. If there were a way to give 0 Stars or negative Stars, that would most accurately reflect the value of their service

Regrettably, I was with HWA for over two years. First year and a half, no big deal. I spent $600.00 and used it once to have the locks changed on my house. Waste of money but no harm done. The last 4 months have been absolutely horrendous... First, we had a water line burst. I tried to schedule a plumber through HWA for two days and no technicians came up. So they let me choose my own plumber with the option to reimburse. The problem is, the plumber must agree to HWAs reimbursement terms in advance (which are set to dissuade pretty much any contractor not already in HWA's network). I called 4 plumbers and none of them were willing to work with the warranty company. So I paid over$700 out of pocket with no option for reimbursement to keep my house from flooding. The A few days after that was resolved, our AC went out. I paid the $100.00 fee and a technician was sent about 3 days later to assess. He ordered the parts, came back in a few days and replaced them. Didn't work... He ordered more parts, missed two appointments in a row, and finally showed up 3 weeks later. He swapped the parts and it still didn't work... We did this dance for another month. I had to spend $420.00 out of pocket on a portable AC unit to make it through May and June... Finally the technician gave up and filed for a brand new unit. Our plan covers up to $5,000.00 for a new unit so no problem right? Wrong. We still had to pay $550.00 out of pocket for (uncovered expenses). Which is ridiculous because the unit itself costs about $2,400.00 (without any sort of corporate pricing discount that most installers get.) So why the extra money? So we get the new unit installed. It's the cheapest "equivalent" unit you can buy. The efficiency rating is literally the lowest possible they sell. I was not given an option to choose anything other than that. But anyway, problem solved right? Nope... Still doesn't work... So I wait another two weeks for the technician to get a new thermostat. (A $30.00 non-programmable piece of junk to replace our $150.00 nest.) Finally, 93 days and over $1,000.00 later, I had working AC. I asked HWA a number of times to expedite or find some kind of solution for dealing with the unbearable heat. They never offered anything. In fact, the only time they offered to make any sort of amends was when I canceled. They offered me $240.00 for my troubles if I agreed to stay on as a customer... Not for me. Do yourself a favor and stay clear of these guys... Waste of money and a huge pain to deal with.

They would get a negative 100 if this would allow!!!! I am extremely frustrated with the level of service provided by Home Warranty of America (HWA) regarding the repair of my refrigerator. I understand appliances can break down, but the repair process should never take over three weeks with no communication on the status of the repair. It is unacceptable to leave a customer without a refrigerator for such an extended period, especially when they have paid for a service that is meant to provide prompt repairs. A & E the company that HWA sent out to fix the issue, didn't even have the authorization to do it. The technician had the audacity to tell me to call HWA and get it myself. So I called, but guess what? HWA said they couldn't do it, and that A & E had to handle it. What a waste of time. After the first failed attempt, I had to make yet another appointment. And what happened? The same nonsense. The technician still didn't have the authorization, so he had to fill out the paperwork at my dining room table. I called HWA they said they received the paperwork, but needed at least four hours to approve it. Are you kidding me? The A & E guy said he couldn't wait and just walked out. That was the last I saw of them. To make matters worse, the customer service provided by HWA was subpar, to say the least. Despite my numerous attempts to reach out, I was met with a lack of concern and empathy from HWA representatives. The constant finger-pointing between Sears, E & A, and HWA only added to the frustration, leaving me with no resolution or explanation for the delay. I was forced to seek help from a local repair service, which ended up costing me over $800.00 on top of the HWA service fees. This experience has left me incredibly dissatisfied with the level of service provided by HWA and has made me question if I should continue to use their services in the future, particularly considering that I had purchased a service plan with HWA to prevent such expenses and inconvenience. My last call to HWA I was transferred to some so-called manager who just made me even more frustrated. He said they were waiting for parts from LG. I had the authorization from LG before I filed the claim with HWA, which I informed them when I called after filing the claim. This so-called manager also said there was nothing he could do for me, but give me two month free, Like that's supposed to make up for the terrible service I've been getting. Well, I've had enough. I'm cancelling my service plan with HWA and I'll be sure to warn others about my negative experience with this company's complete lack of competence.

Terrible company. Read the fine print. 1st Claim: My refrigerator broke down and it was unfixable so they said I could buy a new one. They offered me 30% of what a replacement would cost of the same exact refrigerator, and get this, in the form of LOWES GIFT CARDS. WHAT?? They claim that in the contract that it will be GIFT CARDS and they only need to reimburse at approximate WHOLESALE COST. Which makes no sense as we cannot get wholesale prices. I had to argue with them about getting an actual check, which they finally relented and sent one a month later. But still only 30% of what a replacement would cost. 2nd Claim: Leaky Floor drain in shower. HWA could not find anyone willing to work with them to come out and fix the drain. after a few days they told me to find someone. I could not find anyone either that was willing to work with them. Ended up having to get someone out regardless to fix the drain. I then submitted for a reimbursement but was denied since it wasn't approved first. It's impossible to get pre-approval when not a single company in a 3 hour radius is willing to work with HWA. So they denied my $158.00 claim on a technicality. They actually told me that the work did fall under covered work, but still would not pay due to the technicality. They will find any loophole to get out of paying. Finding any trades willing to work with these home warranty companies is getting harder and harder as they are so much a of pain to deal with. You are better off saving the monthly premium and putting in an interest earning savings account for repairs.

I think this company is a scam. When they send someone to the house to do a repair, they require the contractor to wait for an "authorization." Three of the four contractors that have come to do repairs have taken the $85 copay and have not returned to complete the job. They indicate the repair was either not necessary or not authorized. The fourth contractor - was one I found on my own after waiting days without a/c for them to locate a contractor. (I paid him in full and requested reimbursement, which they said would be sent within 30 days ...???). The plumber they sent, Preston A, arrived in a pickup truck without any tools or company logo. He gave me a business card with a fake web address. He said he needed payment and would return later to repair the mixer. I paid him and he never returned. I received an email from HWA that the claim was closed. I would strongly recommend that you steer clear of HWA and Choice (they are the same company).

I have not received any response from inquiries to HWA. I filed a claim on Monday 2 1/2 weeks ago and still have not received service.

This is by far one of the worst home warranty companies on the market. They will go to any means to avoid being accountable and doing the right thing. We've been customers in good standings for over 2 years and only requiring their services twice. Each time we were left feeling like we were being taking advantage of. God forbid you wish to speak with someone from leadership to resolve your escalation. Every call rep claims to be a manager and that no one from "operations" speaks with customers. Not that it matters to the company, but you can add my name to the list of names that will no longer be utilizing your services!

I got this warranty with the purchase of my house and it's a total waste. This company is a rip off for the realtor that bought it and for me. They have a diagnostic fee of $100 for all claims even if you have multiple. The first claim I made was for a ceiling fan that fell from the ceiling which doesn't really require I diagnoses but then they would only let me get the repaired done by their service provider and will only cover $70. The fan was worth more than that, I spent more on the useless diagnosis and they expect me to come out of pocket $150 to install a cheap $70 fan. Most home warranties will just reimburse you and let you buy your own products and you have the option to use their service provider or not. This warranty is a total scam

I would give zero star is I can. My toilet cracked on it's own without us damaging it. We came home one day and found the crack and it leaked all over the kitchen on the bottom floor. File a claim online and a plumber came, said they have to take $75 before they can look at it. Paid $75, they took a pictures and talked to HWA and said it's not cover because it's not a normal wear and tear. I appealed my case, talk to the manager again and deny the coverage. Why would I purposely hit my toilet, let it crack and let it leak and flood my own kitchen that I have now spent thousands of dollar fixing my home. The lady said porcelain doesn't crack, how can you said a material will never crack for it's lifespan. The warranty is so useless. Do not buy any coverage from them unless you have a lot of money and happy to spend $75 to have someone come to your house to tell you it's not covered. Company is total BS,

I would give 0 stars if I could ! Our microwave stopped working had a tech come out just to tell us we need a new control board he said he’ll order the part and come back and fix it then we get an email saying they are going to replace it we got excited only to find out the gift card was for $191 and our model is $350 they said they won’t cover the difference and they won’t come out and replace it (it’s built in) smh what are we even paying you guys for I bet the control board cost more than the $191 they were trying to give us thus why they offered the gift card ! I am so fed up this is the third appliance they didn’t fix do not I repeat do not sign up with this company

I called in on a Fri with no heat in my home. They couldn’t repair until 8 PM Mon. Temps below freezing outside all weekend. They did not care! They would not authorize to reimburse me when I found an authorized repairman sooner than Monday. I’m now out $950. They told me they wouldn’t cover my pipes if they Burst from freezing also. DO NOT WASTE YOUR MONEY!! I tried to call in and get a call back within 24 hours. NO ONE CALLED ME BACK within the required 24 hour period. Horrible customer service. They have loop holes so they do not have to cover your service. They will tell you they are NOT FOR EMERGENCY SERVICE!! They DO NOT CARE ABOUT THEIR CUSTOMERS!!! If they assign your claim within 24 hours that’s ALL they HAVE to do and that’s all they will do. They do not HAVE to fix it with in 24 hours!!! That’s their loop hole!!! It does not matter to them if you have heat or not when it’s only 19 outside for several days in a row. This company is horrible.

I wish I would have found this site before we purchased another year with HWA. We've had them since 2019 however, the last few years have been terrible, with this year being the worst. We have been trying to get our garage door opener fixed for weeks. They opened a case, sent us a vendor email who later told us when we called them (they didn't show) that they no longer work with HWA because they don't pay them!! Unbelievable. HWA sent us another vendor who also did not come and had never heard of us. When I recently called about a plumbing problem and asked for an update for the garage door claim, they said it was closed. They reopened it but we still have no vendor yet assigned. I did speak with the plumber company today and they did confirm so a small point there. We will not be renewing next year, lesson learned.

My advice is don't use HWA; you will save yourself some money and headache. I have used Home Warranty of America since I purchased my house in 2016. Unfortunately, since last year, the service has gone from bad to terrible. My experience with the previous two claims with the company was awful. I will summarize my latest interaction with HWA below. I filed a claim about a leaky kitchen faucet repair about a month ago. HWA created a confirmed appointment with a vendor and advised me to stay home for a technician within a four-hour window. When the vendor did not show up, I called the company, and the person who answered the call said he had never confirmed any job with HWA. Since that appointment, HWA has created two service appointments for the claim. I learned my lesson and called the two vendors before the scheduled appointment, and both responded that they had done business with HWA before but would not do any business with HWA again. Both vendors also mentioned that they had not responded to any communications from HWA. When I called HWA and asked to discuss this issue, I was told a representative would contact me within 24 hours, but it never happened. Instead, it generates another auto-response on the web portal that it is trying to find a vendor for the claim. It appears that HWA is burning bridges with the vendors and creating false appointments to fool the clients. The current business practice by HWA is despicable.

Signed up for 4 of my rental houses. When I filed two claims on air condition problems …..had to wait a week before ac tech came out to diagnosis of problem and paid him $85 . …..had to file papers for approval to check for leak ( this took another week )…. they found the ac leak in cowl….. sent for approval of replacing cowl and one week later it was rejected. ….filled papers to dispute rejection this took another week and still rejected… On second house claim same thing happened after a month and another rejection. Please don’t waste your money! If I can prevent this from happening to just one person I will be happy. And look out for those dishonest sales people… They will lie through their teeth to get you to sign up. You are better off saving all the money you will spend for premiums and appointment fee $85 each time by setting up savings acct and get 4.5% interest… this will buy you whatever your trying to repair each year. HWA…. Take my advice! This company is dishonest and will happily take your money and never fix or replace a thing. Good luck!

Our built-in microwave went out, so we unplugged it until we could get a claim in and have a technician diagnose the problem. Their diagnosis was that there was exposed metal inside the microwave (confirmed) and the microwave should not be used anymore. Despite the company working with HWA for several days, we did not have an accepted resolution until about 5 more business days. The resolution was a $191 Lowes gift card to pick my own replacement. I’ve gone onto Lowes website, and the cheapest built in Microwave is $330 before tax, and this doesn’t include the cost of installation/discarding the old one. After the amount of time that’s gone by, the initial $75 service fee, and the very mediocre resolution, I’m left wondering why this item is even listed as covered…

If this warranty is paid by your seller, it's fine. That's because you've paid nothing out of pocket yourself and it can cover you if something significant happens at no cost to you. After that, run, don't walk, away from this company. They will absolutely not be there when you need them. Even worse they don't work with reputable companies as much as they work with "technicians." These can be people basically working out of their garage with qualifications that are questionable at best. You're far better off taking the monthly/annual fee you'd pay for this warranty and setting it aside in an emergency fund for your home.

Customer Service was horrid. All you can do is start a claim and wait for an email that a “technician was assigned”. It’s been 3 days since my water heater sprung a leak and still no technician has been assigned. One customer service agent said I’d be contacted in 24 hours, another said one would be assigned within 2 hours and a third agent said it may take up to 48 hours. All deadlines have passed and still no progress on getting a plumber out to replace my water heater. I’ve been given the “option” to located my own plumber and to be reimbursed, but the process appears on the surface per their email to be so cumbersome documenting the problems, taking photos, etc. that the likelihood I will be fully reimbursed is in question. So I wait with a leaking water heater for a “technician to be assigned” by their department who handles this, but you cannot call or talk to that department.