This will be the start of a very long and drawn out exposure of HWA Home Warranty. I was given my home warranty via Keller Williams. On June 2nd 2022 my air conditioner stopped working. I called HWA and they informed me my unit would be covered and I had nothing to worry about. They told me I’d have a technician out within 48 hours.
After 24 hours I received an email stating they could not find anyone to come (most likely because they do not pay their technicians but that’s another story). They told me to find someone on my own. I had someone come out and give me a quote, submitted it to HWA and all of the sudden they decided only half of my repair would be covered.
I told them it’s fine and I understand. They then asked me to have my technician send over photos on the damaged pieces which they did with no problem. It’s June and it’s hot out, I have 2 children, a dog and a wife so I told the technician to move forward and do the work, I’d collect the reimbursement. Today is June 23rd and they’ve decided because it did not use their technician and mine did not do it the way they would have liked that they will no longer cover any of the unit.
I have the "Diamond" plan that on paper includes a number of items. I have attempted to make two claims, both of which on paper appear to be part of the plan.
Claim #1 was for a hose bib. I call and they sent a "contract" out to look at the issue. The contractor pulled up in a beat up pick-up, dirty jeans and a t-shirt. He didn't have the tools needed for the job but grabbed a wrench from his pick-up bed and completely stripped out my hose bib (faucet outside) and then left. Days later I called the contractor's office and they said they will not be coming back and to call HWA. I did and they stated this is not covered even though they (HWA) 100% understood the issue and they (HWA) sent the contractor to mess with my plumbing. Resolution: none. I was stuck with a broken hose bib that was now damaged beyond repair.
Claim #2 Heat kept shutting down. Called HWA and they sent a contractor ($100). After review, it was a sensor that turns off the system when it gets too hot. The sensor was bad and needed to be replaced. Covered from my "diamond plan", zero. The HVAC contracted let me know that HWA is terrible with paying any claims.
Everyone: dont bother with this company. They are a scam. By the way, good look trying to get anyone with any leadership responsibility within this "company." All roads lead to a call center in Guatemala.
Hot water Slab Leak. Home Warranty of America (referred to as HWA) was contacted. They sent out a company who identified our problem as a slab leak (I believe it was Acme Plumbing) - they don't do that type of work. HWA then sent out another plumber Benjamin Franklin Plumbing. They tore the wallboard under the water heater, drilled a hole in the wallboard in the master bath and gave us an estimate of $11,200 for a complete water reroute and would be back the next day to start the job. In the meantime we were advised by HWA that Benjamin Franklin was no longer a contractor for their company, they apologized for not removing Benjamin Franklin Plumbing from their system and advised that they could look for another company or that we could find our own plumber, have them give an estimate and call them back - we complied and found Jeannie Hall Plumbing & Drain.
An estimate was written #0556. When the bill was submitted HWA didn't think it was detailed enough and asked for a re-written estimate, we complied and That bill was for $600 which was supposed to be reimbursed to us. HWA wanted to know what needed to be done in a phone conversation after the diagnosis, it was stated that we needed a hot water reroute and they said that was fine, have the job done and send the billing in for reimbursement, this was confirmed by two separate employees of HWA- never mentioning that a water reroute was not covered in their contract - verbal authorization was given to us because it wasn't a complete water reroute. The work was performed. The billing was written and paid and we were told there was not a problem for reimbursement just email the invoices, we complied and verified they received the invoices and we were told they would have a check sent out in 3-4 weeks.
In between time HWA contacted my plumber and inquired regarding the repairs. They wanted to know Repair costs ($1200) minus access ($150), Drywall repair ($425) minus texture ($50) and the cost of materials ($223.44) which was a total of $1648.44 in customer reimbursements. Our plumber advised after speaking with HWA that my cost out of pocket should be approximately $200. HWA never contacted us even though they said they called and emailed. We contacted HWA 10-3-2020 wondering where our reimbursement was and at this time we were told we would have a check $750, not the $1648.44 (repair) plus $600 (diagnosis) expected from their verbal authorization.
I would like to have this company investigated for Insurance Fraud and receive the reimbursements that were verbally approved per HWA representatives to both myself and my plumber
This company is complete fraud. We have gone six momths without them replacing our failed dish washer. We purchased their best diamomd plan with the Iramge upgrade. Our current failed dish washer is a $2000 Asko.
They want to teplace it with a $499 Whirlpool and to top that, our SubZero refridgerator and our Thermadore oven/range as our dupishwasher are all Stainless Steel. They say we have no choice in color.
I am so tired of writing and explaining this so please forgive the shortness. However, I recently moved into a house of which there is ahome warranty by HWA (owned by Direct Energy), My oven does not work and for three months have tried to get them to act.
I have met every single excuse possible from HWA as to why my oven has not been delivered. Note however, I must continually (over 30 calls from my wife and I) call them as they NEVER return a call even after iron clad promises to do so. They have escalated my claim 3 times (they say) - no results. They are going to have a supervisor call me - notta. Basically they have chosen not to contact me or do anything. Every one of their CSR's tell me they have no phone numbers, email addresses or name for anyone in the company.
I have had them outright lie to me about the product that we agreed upon having been ordered. I finally called Direct Energy - which after 1.5 hours gave me the same run around, put me on hold and did the very same passive resistance as HWA. As you can see this is their way of not allowing your through to the people who count. I have started an escalation daily with them. It is simply a deliberate move not pay out the claims.
Earlier I filed a complaint with the Tn Board of Commerce and Insurance. And every day I escalate to another agency, IE The Federal Trade Commission, Tn State Attorney General's Office, US Dept of Justice, The Board of Realtors, current House of representatives in TN and my one of my Senators. Clearly this home warranty practice is out of control and needs deep regulations. They use people as CSR's from outside the US to avoid many US laws (my opinion), no one has a number, and no one wished to help.
Please join me in sending your concerns to your Senator and to Senator Marsha Blackburn in TN to help bolster my request for an Investigation into the practices of HWA and the Home Warranty business in general. Frankly folks I simply want my oven that we agreed upon sent to me. Please join me maybe we can make a difference.
HWA is a fraud and a waste of money. They do not care about their customers. They are unable to answer questions, they tell you inaccurate information about the status of your claims, they have no visible escalation process, they refuse to let you speak to supervisors and they give excuses but ask for your patience.
My HVAC claim has been open since 05/14 and although the vendor came out and assessed the issue; nothing has been done. I was told I needed a part and that they have been ordering the part for the last 19 days; literally. I live in TX, the temp is over 90 degress...you do the math. Do not waste your money on this coverage you will be disappointed and dissatisfied. This company is a sham!
My refrigerator went bad a week ago. I promptly made a claim. It was 3 days before their normal service providers called to make an appointment. I was told 3 weeks before they could even look at it. I have a family and waiting 3 weeks for someone to come out and say it will be 4 weeks to get the part and come back is not acceptable.
I called the warranty company back to encourage them to find someone else to come out. At this point they only done so because I applied pressure. No one should ever have to force a company to use decent customer service. This whole time I already knew what was wrong with the refrigerator but I understand you have to go through the motions.
A company finally came out after we have already been without a fridge for a week. They confirmed my problem and informed me that it would be 4 weeks to get the part and come back. I have to purchase a fridge due to the fact that I have a family and this is a necessity. HMS has instructed me that they will not cover any cost of the new fridge because it is an unauthorized purchase.
THIS IS AN EMERGENCY NOT TO BE TAKEN LIKELY. In their agreement it states that money can be given in the amount of the covered claim. I urge everyone to stay away from this unscrupulous company.
I worked really hard and purchased my own home in January of 2017. Being a responsibly broke-ish person, I made sure my mortgage came with a Warranty. Things went well with them, so after the first year I renewed my contract. And I was happy.....
Until my washer went out. My washer was dumping water out of the bottom... Kinda a problem for my downstairs neighbor (and I've already dumped water on her when my hot water heater ruptured and destroyed her drywall once this year).
I can give you so many more details, but the gist of it is this- I've been waiting for 2 months for a decision and I have had no luck talking to anyone. HWA has been a stone wall. You can either call a bank of receptionists that have no other contact information, request to talk to a manager (that you may or may not get... but is equally powerless) or complain on Facebook and be given empty promises.
The last communication, they told me the vendor had directions and was going to call me to schedule an appointment to replace the parts and fix my washer.
I call the vendor, and they talked to HWA yesterday. They were told that no decision had be made. I'm so frustrated, but I don't know what to do!
It's a black hole, and you can never get in contact with anyone above the level of receptionist or call center floor manager. Almost 2 months and no one has given me a decision and I still don't have a working washer, and am spending $20 every time I have to go to the laundry mat.
We bought our home September 2017. This is our first summer in our home. We have Home Warranty of America for a home warranty company. We noticed our room was not cooling off and was the same temp as outside. We called the warranty company. They sent our a very nice guy from Artic Heating and Air. He said our ductwork was leaking and the duct that ran from the AC unit to our room needed to be replaced. He wrote up an invoice detailing what needed to be done and sent it to HWA. HWA called me and said they were denying my claim due to lack of general maintenance. They said we did not insulate our house. First of all, according to my policy, pre-existing conditions are covered under my policy, as we have the best policy they offer. Secondly, the insulation has nothing to do with leaking ducts and ducts that need to be replaced, and lastly, we actually do have a decent amount of insulation in our attic. I have contacted HWA and they are not responding and are refusing to pay. I am finding that they have numerous complaints with the Better Business Bureau, there has been news stories done on this company, and suits have been filed against them. I plan to do all I can to ensure they do not get away with ripping me off or anyone else for that matter. If you have the same warranty company and have been denied a legitimate claim, please email me at @gmail.com. I am looking in to starting a class action lawsuit. HWA should not be allowed to get away with this. There are hundreds, if not more, of us out there, who are being treated this way. It’s time to end this!!
DO NOT TRUST HWA HOME WARRANTY. I had the Diamond package with green replacement and HWA refused to go or the contract to replace a unrepairable electric cooktop with one that fit - they selected a cheaper and smaller model. I pointed out that the replacement was not the same size but that there was a model (same brand and features) that was slightly larger in size but $100 more, HWA said it was an upgrade and I would have to pay $118. 1st HWA refused to agree ro replace the cooktop with one that actually fit, which was readily available simply because it cost more. 2nd, HWA charged an upgrade fee merely because the model that actually fit was more expensive. And, moreover HWA wanted to charge more than the MSRP difference - HWA charged 118 when the MSRP difference is 100. HWA said they have a supply agreement with GE for appliances, which would mean a price less than the MSRP but they are charging more. As a warning - HWA will interpret the agreement as they determine, such as saying that the term "readily available" means readily available based upon internal company policy and that HWA will determine dimensions of the replacement. They will not negotiate, listen to any alternative solutions or give any concessions. HWA offers a take it or leave it option and if you don't take, there is no other option other than to sue them. It is a horrible company and has poor customer service. My advice is to not use HWA but if you are here, my guess is that it is too late and you are having the same experience as me. Also, do not fall for the trick of contacting the so called "Office of the President" often mentioned in BBB responses from HWA. This is not the office of the presidwnt but merely a complaint department that will not resolve anything, will not answer your questions and will not negotiate. This so called Office of the President will give you the "take it or leave it option" and tell if you do not take their option, your claim will be closed and you get nothing. This was nothing but a trick to prevent you from filing a BBB complaint.
Total sham. Stay FAR away from this sham! Quick to come and get your initial "service call" mon y but you won't hear back from them. I've emailed, called, and even spoke to several reps only to be given runaround. Lies upon lies. Purchased home that already had this sham of a warranty and I can honestly say, I wouldn't use them if it were free. No follow up at all, and lies after lie. They want you to pay 100.00 dollars for absolutely NO service. RUN! Don't give them any money up front or you'll be sorry.
So I am not going to go into my experiance dealing with Home Warranty of America because if you read any of the other reviews they all have similar experiences, bad service, bad communication, etc.
What I will tell you is how they operate if you have a claim. First they send one of their techs from their preferred vendor list to your home, which you pay for ($100). If the tech determines you need a replacement they will send their findings to HWA. At that point, HWA buys the replacement or model they see fit but do not supply any information besides the portion that you have to pay out of pocket which is significantly more.
How it works is they buy a replacement and all the installation costs are passed to you because they will only pay for their "costs" which include a low-ball price that the installer or preferred vendor given to them.
For example, if the installation cost $1000.00 the the installer sends Home Warranty of America a "quote" for $100 then then additional portion is paid by YOU ($900)! Home Warranty of America only pays for "their cost" which means if they get a quote from "their preferred vendor" that says $100 instead of the $1000 that it is supposed to be, then they will only cover the $100.
So basically if costs $2000 to replace your refrigerator you are going to pay for the majority of it and dont be surprised if the portion Home Warranty of America cover is similar to the amount you paid for your annual coverage.
One more thing.... This is my first review/report ever and only because my past experiences with Home Warranty of America was an absolute nightmare!
I am a real estate broker who has clients purchase home warranties. I purchased from HWA for my own home. Had a problem with the oven on my stove--they sent Sears repair out 4 times to replace part. On the last visit the stove magically worked for 20 minutes. I filed a complaint on September 16th over the phone and was told I would hear back on Monday. No one called. I called on 4 successive occasions being told each time someone would get back to me in 24 hours. No one ever did. I contacted the rep who sold me the warranty....he had someone else call...they also said they would contact Sears and call back in 24 hours...never did. Finally about a week ago I spoke to the last person again (by calling the rep and having him get in touch with me)...he said Sears might accept a photo of the stove with the error message. I pursued that and contacted HWA again to see where to send the photo. Meanwhile, after three weeks of running after HWA my warranty expired and they are NOT going to make good on the repair. Service is non existent....and I believe they intentionally held me off with a response to get another year's warranty paid. If I had not chased them around for weeks I would not have heard back at all. In addition to the expense of the warrant I paid three service calls at $75 each ...and now I get to by a new stove myself. These people are criminals...they are not in the service business. If you are a real estate agent, do not recommend this company to clients - they will get the run around like I did. Glad I bought the warranty myself so I could see how they operate. Still I am out a couple thousand dollars...to HWA.
I think HWA could be a scam. I wonder how many home owners they take advantage of. When I bought my home I was sold on a home warranty with HWA. Seemed like a good deal so I upgraded to there diamond package since I had purchased an older home. Within the first week of owning the new home. My sump pump went out. I called HWA and they authorized an agent to contact me and come out and take a look at the issue. They never called so I called the agent. Never got a real person, followed up with HWA and they called the agent. A month went by and my sump was never fixed.
About that time a storm came by and the power went out one night, our basement flooded causing more damage. If the sump was working we would not have received additional 2k in damage. I had to repair basement damage and sump myself. HWA never resolved. I had an additional HVAC issue, called HWA and long story short very similiar to the first experience, I stayed dilligent and they did up sending an agent out. This time I paid them $100 to look at it, no repair, they said they needed a part and to call HWA. Weeks went by and I call HWA and they say it wasnt authorized to be fixed. I ended up paying over $1,000 to fix my HVAC.
I was so fed up with HWA that I called to cancel my service with them requesting a refund. They advised that I need to email a email address to cancel, so I did. However I never heard back from customer service or a reply email that they received my message. I did notice they turned off my user name and account online. I called and email followed up multiple times to see the status of my refund. When calling HWA you have to wait 30-45 minutes on hold, when you email they dont reply, when you leave a voicemail they dont follow back up.
I decided to email you because I read BBB, Consumer Affairs website and different reviews, there are a lot of people out there having the same issues as I had. How can they be in business taking money, offering a service and not taking care of what they advertised. At this point I would like a full refund, but really think they should pay out the expenses I have had on the repair of my issues that should have been covered under warranty. Its been six weeks since I have put in the request for a refund. I have no clue if they plan to provide me with it which they should per the contract they gave me. I have email communications, and contract, invoice if interested.
I was a customer of HWA for 8 years with no issues. I'm my 8th year I had a stove break which took me 4 months to get the company to replace. When the finally did they sent a service company that was not licensed to install has appliances to my house. Keep in mind it was a Friday afternoon so they couldn't find any of their vendors to install before the next week. After a couple hours of fighting they finally agreed to let me find my own vendor and they wood reimburse. While waiting for the reimbursement they sent me a notice to renew. I immediately emailed the supervisor telling them they were not allowed to draft my account . Lo and behold they drafted it. I have now been fighting with them for the last month or so to get that refunded to me. I had a supervisor and other employee tell me on August 11th that I would have my refund in 10 days (in writing). We are now 17 business days passed and I cannot get an answer from anyone on when I will get my refund nor can I get a response from the cancellation department or supervisors on this.
This company is unethical and unprofessional. My air conditioner wasn't working properly and I called them for a service call. The first technician diagnosed the problem wrong twice ($120) and I asked for a 2nd opinion. The next technician (another $60) said that my AC-furnace was shot and dangerous due to electrical problems. Yhe first technician never even looked at the furnace. Water was in the unit and on the floor. He sent in a report explaining the problems, and after 1week of 95 degree weather, they refused to fix it because it required a "modification". An older AC that uses freon requires a modification and they don't approve modifications. I just bought this house and no one (title company, home inspector, realtor, lawyer) knew that this situation was an exclusion because it is called a modification. This tactic is unscrupulous and misleading. I am an educated person that has owned several homes, and even owned a mortgage company. Never have I seen anything this underhanded! This is just a way to avoid expensive repairs or replacements. They told me to pay the $2200 to replace the main parts and they would cover the rest, or give me $1000 to call it even, however, they won't put this in writing. This company uses "fine print" to take advantage oThis post is a follow-up to the complaint I presented yesterday. I heard from HWA to "explain their policies and go over any misunderstanding about the contract and to see which resolution I wanted: spend $2200 for upgrade by AC-furnace or
$1000 cash in 4-6 weeks to make my own repairs. Keep in mind I have been without air conditioning for almost 2 months.
Read this passage of my coverage:
Gold - Contractholder is responsible for $60.00 service fee or actual cost of service,
whichever is less, on service calls. The following items are covered under your home
service contract:
Air Conditioning, Heating, Water Heater, Electrical System, Plumbing, Dishwasher,
Now read this and tell me how many of you understand this or even read this before the purchase-
AIR CONDITIONING/COOLER (not exceeding 5 ton capacity and designed for residential use) (Included in Premier Plus plan)
INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning, geothermal/water source heat pumps, and water evaporative coolers - All components and parts except for geothermal/water source heat pumps, all components and parts that are located within the foundation of the home or attached garage. When SEER standard/R-410A upgrade is purchased, for units below
DTC1-2015
SEER standard and/or R-22 equipment standards and when HWA is unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with SEER standard/R-410A equipment and/or 7.7 HSPF or higher compliant.
EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units – Water towers - Humidifiers - Improperly sized units - Chillers and chiller components - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps - Commercial grade equipment - Outside or underground piping and components for geothermal and/or water source heat pumps - Cost for crane rentals - Electronic, computerized, and manual systems management and zone controllers - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices (i.e., thermal expansion valves) - HWA is not responsible for the costs associated with matching dimensions, brand or color made – Except when the optional SEER standard/R-410A modifications coverage is purchased, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate and/or clean a system of R-22 necessitated by the repair of existing equipment or the installation of new equipment. NOTE: HWA will pay up to $10 per pound for the cost for refrigerant for authorized repairs. You are responsible for payment of any costs in excess of $10 per pound.
PREMIUM COVERAGE INCLUDES: Filters, costs related to Freon recapture, and window units.
WHAT???
So, when does the consumer learn if the AC in the new home is standard R-410A or R22? Who is supposed to inspect this? Does anyone talk about this before purchase? HWA can avoid making replacements whenever they want by calling it a modification and then excluding it. This is an unfair bargaining position when the contractor can redefine any repair as a modification. I want to see a list of ALL MODIFICATIONS, (which there is none) and I suspect they are all expense repairs or replacements. Again, unfair. I would not have purchased this warranty if I had any idea they would treat me, a senior citizen, like this.
NOT FAIR HWA. CONSUMERS ARE BEING TAKEN ADVANTAGE OF. NOW I AM WITHOUT AC OR A FURNACE. This may be in the contract, but it's not right and it's not fair.
This is a copy of the letter I sent HWA Home Warranty. It explains all: I am not pleased with your company at all and I am actively looking to switch. The fact that I would be told I did not owe anything as the electrician was coming out for the same exact reason as when I originally called, and then three months AFTER the fact be hit with a bill is beyond disturbing. Not only did they decide far too late in the game that I was merely a few days past 90 on my recall and really did owe a trade call fee, but this call was so long ago that the representative couldn't even receive my payment Into his computer system! He told me I had to call and pay the company themselves because the claim was not even In his system anymore.
I am infuriated and will ensure everyone I can reach knows about your shady practices. Furthermore if I was given wrong information by YOUR employee about having to pay the fee then you should honor what was told me and use this as a training opportunity for your employees. One would think a $75 loss is worth it to have a lifetime customer, but it appears I'll pay the $75 and you will lose far, far more than that from folks that will never use you after I get done sharing my experience . I am beyond displeased, am actively looking for another company and will be sure to leave a review all over the Internet in addition to the thousands of people I see daily in my area. Good day.
Home Warranty of America, Inc. Reviews
This will be the start of a very long and drawn out exposure of HWA Home Warranty. I was given my home warranty via Keller Williams. On June 2nd 2022 my air conditioner stopped working. I called HWA and they informed me my unit would be covered and I had nothing to worry about. They told me I’d have a technician out within 48 hours.
After 24 hours I received an email stating they could not find anyone to come (most likely because they do not pay their technicians but that’s another story). They told me to find someone on my own. I had someone come out and give me a quote, submitted it to HWA and all of the sudden they decided only half of my repair would be covered.
I told them it’s fine and I understand. They then asked me to have my technician send over photos on the damaged pieces which they did with no problem. It’s June and it’s hot out, I have 2 children, a dog and a wife so I told the technician to move forward and do the work, I’d collect the reimbursement. Today is June 23rd and they’ve decided because it did not use their technician and mine did not do it the way they would have liked that they will no longer cover any of the unit.
I have the "Diamond" plan that on paper includes a number of items. I have attempted to make two claims, both of which on paper appear to be part of the plan.
Claim #1 was for a hose bib. I call and they sent a "contract" out to look at the issue. The contractor pulled up in a beat up pick-up, dirty jeans and a t-shirt. He didn't have the tools needed for the job but grabbed a wrench from his pick-up bed and completely stripped out my hose bib (faucet outside) and then left. Days later I called the contractor's office and they said they will not be coming back and to call HWA. I did and they stated this is not covered even though they (HWA) 100% understood the issue and they (HWA) sent the contractor to mess with my plumbing. Resolution: none. I was stuck with a broken hose bib that was now damaged beyond repair.
Claim #2 Heat kept shutting down. Called HWA and they sent a contractor ($100). After review, it was a sensor that turns off the system when it gets too hot. The sensor was bad and needed to be replaced. Covered from my "diamond plan", zero. The HVAC contracted let me know that HWA is terrible with paying any claims.
Everyone: dont bother with this company. They are a scam. By the way, good look trying to get anyone with any leadership responsibility within this "company." All roads lead to a call center in Guatemala.
Hot water Slab Leak. Home Warranty of America (referred to as HWA) was contacted. They sent out a company who identified our problem as a slab leak (I believe it was Acme Plumbing) - they don't do that type of work. HWA then sent out another plumber Benjamin Franklin Plumbing. They tore the wallboard under the water heater, drilled a hole in the wallboard in the master bath and gave us an estimate of $11,200 for a complete water reroute and would be back the next day to start the job. In the meantime we were advised by HWA that Benjamin Franklin was no longer a contractor for their company, they apologized for not removing Benjamin Franklin Plumbing from their system and advised that they could look for another company or that we could find our own plumber, have them give an estimate and call them back - we complied and found Jeannie Hall Plumbing & Drain.
An estimate was written #0556. When the bill was submitted HWA didn't think it was detailed enough and asked for a re-written estimate, we complied and That bill was for $600 which was supposed to be reimbursed to us. HWA wanted to know what needed to be done in a phone conversation after the diagnosis, it was stated that we needed a hot water reroute and they said that was fine, have the job done and send the billing in for reimbursement, this was confirmed by two separate employees of HWA- never mentioning that a water reroute was not covered in their contract - verbal authorization was given to us because it wasn't a complete water reroute. The work was performed. The billing was written and paid and we were told there was not a problem for reimbursement just email the invoices, we complied and verified they received the invoices and we were told they would have a check sent out in 3-4 weeks.
In between time HWA contacted my plumber and inquired regarding the repairs. They wanted to know Repair costs ($1200) minus access ($150), Drywall repair ($425) minus texture ($50) and the cost of materials ($223.44) which was a total of $1648.44 in customer reimbursements. Our plumber advised after speaking with HWA that my cost out of pocket should be approximately $200. HWA never contacted us even though they said they called and emailed. We contacted HWA 10-3-2020 wondering where our reimbursement was and at this time we were told we would have a check $750, not the $1648.44 (repair) plus $600 (diagnosis) expected from their verbal authorization.
I would like to have this company investigated for Insurance Fraud and receive the reimbursements that were verbally approved per HWA representatives to both myself and my plumber
This company is complete fraud. We have gone six momths without them replacing our failed dish washer. We purchased their best diamomd plan with the Iramge upgrade. Our current failed dish washer is a $2000 Asko.
They want to teplace it with a $499 Whirlpool and to top that, our SubZero refridgerator and our Thermadore oven/range as our dupishwasher are all Stainless Steel. They say we have no choice in color.
I am so tired of writing and explaining this so please forgive the shortness. However, I recently moved into a house of which there is ahome warranty by HWA (owned by Direct Energy), My oven does not work and for three months have tried to get them to act.
I have met every single excuse possible from HWA as to why my oven has not been delivered. Note however, I must continually (over 30 calls from my wife and I) call them as they NEVER return a call even after iron clad promises to do so. They have escalated my claim 3 times (they say) - no results. They are going to have a supervisor call me - notta. Basically they have chosen not to contact me or do anything. Every one of their CSR's tell me they have no phone numbers, email addresses or name for anyone in the company.
I have had them outright lie to me about the product that we agreed upon having been ordered. I finally called Direct Energy - which after 1.5 hours gave me the same run around, put me on hold and did the very same passive resistance as HWA. As you can see this is their way of not allowing your through to the people who count. I have started an escalation daily with them. It is simply a deliberate move not pay out the claims.
Earlier I filed a complaint with the Tn Board of Commerce and Insurance. And every day I escalate to another agency, IE The Federal Trade Commission, Tn State Attorney General's Office, US Dept of Justice, The Board of Realtors, current House of representatives in TN and my one of my Senators. Clearly this home warranty practice is out of control and needs deep regulations. They use people as CSR's from outside the US to avoid many US laws (my opinion), no one has a number, and no one wished to help.
Please join me in sending your concerns to your Senator and to Senator Marsha Blackburn in TN to help bolster my request for an Investigation into the practices of HWA and the Home Warranty business in general. Frankly folks I simply want my oven that we agreed upon sent to me. Please join me maybe we can make a difference.
HWA is a fraud and a waste of money. They do not care about their customers. They are unable to answer questions, they tell you inaccurate information about the status of your claims, they have no visible escalation process, they refuse to let you speak to supervisors and they give excuses but ask for your patience.
My HVAC claim has been open since 05/14 and although the vendor came out and assessed the issue; nothing has been done. I was told I needed a part and that they have been ordering the part for the last 19 days; literally. I live in TX, the temp is over 90 degress...you do the math. Do not waste your money on this coverage you will be disappointed and dissatisfied. This company is a sham!
My refrigerator went bad a week ago. I promptly made a claim. It was 3 days before their normal service providers called to make an appointment. I was told 3 weeks before they could even look at it. I have a family and waiting 3 weeks for someone to come out and say it will be 4 weeks to get the part and come back is not acceptable.
I called the warranty company back to encourage them to find someone else to come out. At this point they only done so because I applied pressure. No one should ever have to force a company to use decent customer service. This whole time I already knew what was wrong with the refrigerator but I understand you have to go through the motions.
A company finally came out after we have already been without a fridge for a week. They confirmed my problem and informed me that it would be 4 weeks to get the part and come back. I have to purchase a fridge due to the fact that I have a family and this is a necessity. HMS has instructed me that they will not cover any cost of the new fridge because it is an unauthorized purchase.
THIS IS AN EMERGENCY NOT TO BE TAKEN LIKELY. In their agreement it states that money can be given in the amount of the covered claim. I urge everyone to stay away from this unscrupulous company.
I worked really hard and purchased my own home in January of 2017. Being a responsibly broke-ish person, I made sure my mortgage came with a Warranty. Things went well with them, so after the first year I renewed my contract. And I was happy.....
Until my washer went out. My washer was dumping water out of the bottom... Kinda a problem for my downstairs neighbor (and I've already dumped water on her when my hot water heater ruptured and destroyed her drywall once this year).
I can give you so many more details, but the gist of it is this- I've been waiting for 2 months for a decision and I have had no luck talking to anyone. HWA has been a stone wall. You can either call a bank of receptionists that have no other contact information, request to talk to a manager (that you may or may not get... but is equally powerless) or complain on Facebook and be given empty promises.
The last communication, they told me the vendor had directions and was going to call me to schedule an appointment to replace the parts and fix my washer.
I call the vendor, and they talked to HWA yesterday. They were told that no decision had be made. I'm so frustrated, but I don't know what to do!
It's a black hole, and you can never get in contact with anyone above the level of receptionist or call center floor manager. Almost 2 months and no one has given me a decision and I still don't have a working washer, and am spending $20 every time I have to go to the laundry mat.
We bought our home September 2017. This is our first summer in our home. We have Home Warranty of America for a home warranty company. We noticed our room was not cooling off and was the same temp as outside. We called the warranty company. They sent our a very nice guy from Artic Heating and Air. He said our ductwork was leaking and the duct that ran from the AC unit to our room needed to be replaced. He wrote up an invoice detailing what needed to be done and sent it to HWA. HWA called me and said they were denying my claim due to lack of general maintenance. They said we did not insulate our house. First of all, according to my policy, pre-existing conditions are covered under my policy, as we have the best policy they offer. Secondly, the insulation has nothing to do with leaking ducts and ducts that need to be replaced, and lastly, we actually do have a decent amount of insulation in our attic. I have contacted HWA and they are not responding and are refusing to pay. I am finding that they have numerous complaints with the Better Business Bureau, there has been news stories done on this company, and suits have been filed against them. I plan to do all I can to ensure they do not get away with ripping me off or anyone else for that matter. If you have the same warranty company and have been denied a legitimate claim, please email me at @gmail.com. I am looking in to starting a class action lawsuit. HWA should not be allowed to get away with this. There are hundreds, if not more, of us out there, who are being treated this way. It’s time to end this!!
DO NOT TRUST HWA HOME WARRANTY. I had the Diamond package with green replacement and HWA refused to go or the contract to replace a unrepairable electric cooktop with one that fit - they selected a cheaper and smaller model. I pointed out that the replacement was not the same size but that there was a model (same brand and features) that was slightly larger in size but $100 more, HWA said it was an upgrade and I would have to pay $118. 1st HWA refused to agree ro replace the cooktop with one that actually fit, which was readily available simply because it cost more. 2nd, HWA charged an upgrade fee merely because the model that actually fit was more expensive. And, moreover HWA wanted to charge more than the MSRP difference - HWA charged 118 when the MSRP difference is 100. HWA said they have a supply agreement with GE for appliances, which would mean a price less than the MSRP but they are charging more. As a warning - HWA will interpret the agreement as they determine, such as saying that the term "readily available" means readily available based upon internal company policy and that HWA will determine dimensions of the replacement. They will not negotiate, listen to any alternative solutions or give any concessions. HWA offers a take it or leave it option and if you don't take, there is no other option other than to sue them. It is a horrible company and has poor customer service. My advice is to not use HWA but if you are here, my guess is that it is too late and you are having the same experience as me. Also, do not fall for the trick of contacting the so called "Office of the President" often mentioned in BBB responses from HWA. This is not the office of the presidwnt but merely a complaint department that will not resolve anything, will not answer your questions and will not negotiate. This so called Office of the President will give you the "take it or leave it option" and tell if you do not take their option, your claim will be closed and you get nothing. This was nothing but a trick to prevent you from filing a BBB complaint.
Total sham. Stay FAR away from this sham! Quick to come and get your initial "service call" mon y but you won't hear back from them. I've emailed, called, and even spoke to several reps only to be given runaround. Lies upon lies. Purchased home that already had this sham of a warranty and I can honestly say, I wouldn't use them if it were free. No follow up at all, and lies after lie. They want you to pay 100.00 dollars for absolutely NO service. RUN! Don't give them any money up front or you'll be sorry.
So I am not going to go into my experiance dealing with Home Warranty of America because if you read any of the other reviews they all have similar experiences, bad service, bad communication, etc.
What I will tell you is how they operate if you have a claim. First they send one of their techs from their preferred vendor list to your home, which you pay for ($100). If the tech determines you need a replacement they will send their findings to HWA. At that point, HWA buys the replacement or model they see fit but do not supply any information besides the portion that you have to pay out of pocket which is significantly more.
How it works is they buy a replacement and all the installation costs are passed to you because they will only pay for their "costs" which include a low-ball price that the installer or preferred vendor given to them.
For example, if the installation cost $1000.00 the the installer sends Home Warranty of America a "quote" for $100 then then additional portion is paid by YOU ($900)! Home Warranty of America only pays for "their cost" which means if they get a quote from "their preferred vendor" that says $100 instead of the $1000 that it is supposed to be, then they will only cover the $100.
So basically if costs $2000 to replace your refrigerator you are going to pay for the majority of it and dont be surprised if the portion Home Warranty of America cover is similar to the amount you paid for your annual coverage.
One more thing.... This is my first review/report ever and only because my past experiences with Home Warranty of America was an absolute nightmare!
I am a real estate broker who has clients purchase home warranties. I purchased from HWA for my own home. Had a problem with the oven on my stove--they sent Sears repair out 4 times to replace part. On the last visit the stove magically worked for 20 minutes. I filed a complaint on September 16th over the phone and was told I would hear back on Monday. No one called. I called on 4 successive occasions being told each time someone would get back to me in 24 hours. No one ever did. I contacted the rep who sold me the warranty....he had someone else call...they also said they would contact Sears and call back in 24 hours...never did. Finally about a week ago I spoke to the last person again (by calling the rep and having him get in touch with me)...he said Sears might accept a photo of the stove with the error message. I pursued that and contacted HWA again to see where to send the photo. Meanwhile, after three weeks of running after HWA my warranty expired and they are NOT going to make good on the repair. Service is non existent....and I believe they intentionally held me off with a response to get another year's warranty paid. If I had not chased them around for weeks I would not have heard back at all. In addition to the expense of the warrant I paid three service calls at $75 each ...and now I get to by a new stove myself. These people are criminals...they are not in the service business. If you are a real estate agent, do not recommend this company to clients - they will get the run around like I did. Glad I bought the warranty myself so I could see how they operate. Still I am out a couple thousand dollars...to HWA.
I think HWA could be a scam. I wonder how many home owners they take advantage of. When I bought my home I was sold on a home warranty with HWA. Seemed like a good deal so I upgraded to there diamond package since I had purchased an older home. Within the first week of owning the new home. My sump pump went out. I called HWA and they authorized an agent to contact me and come out and take a look at the issue. They never called so I called the agent. Never got a real person, followed up with HWA and they called the agent. A month went by and my sump was never fixed.
About that time a storm came by and the power went out one night, our basement flooded causing more damage. If the sump was working we would not have received additional 2k in damage. I had to repair basement damage and sump myself. HWA never resolved. I had an additional HVAC issue, called HWA and long story short very similiar to the first experience, I stayed dilligent and they did up sending an agent out. This time I paid them $100 to look at it, no repair, they said they needed a part and to call HWA. Weeks went by and I call HWA and they say it wasnt authorized to be fixed. I ended up paying over $1,000 to fix my HVAC.
I was so fed up with HWA that I called to cancel my service with them requesting a refund. They advised that I need to email a email address to cancel, so I did. However I never heard back from customer service or a reply email that they received my message. I did notice they turned off my user name and account online. I called and email followed up multiple times to see the status of my refund. When calling HWA you have to wait 30-45 minutes on hold, when you email they dont reply, when you leave a voicemail they dont follow back up.
I decided to email you because I read BBB, Consumer Affairs website and different reviews, there are a lot of people out there having the same issues as I had. How can they be in business taking money, offering a service and not taking care of what they advertised. At this point I would like a full refund, but really think they should pay out the expenses I have had on the repair of my issues that should have been covered under warranty. Its been six weeks since I have put in the request for a refund. I have no clue if they plan to provide me with it which they should per the contract they gave me. I have email communications, and contract, invoice if interested.
I was a customer of HWA for 8 years with no issues. I'm my 8th year I had a stove break which took me 4 months to get the company to replace. When the finally did they sent a service company that was not licensed to install has appliances to my house. Keep in mind it was a Friday afternoon so they couldn't find any of their vendors to install before the next week. After a couple hours of fighting they finally agreed to let me find my own vendor and they wood reimburse. While waiting for the reimbursement they sent me a notice to renew. I immediately emailed the supervisor telling them they were not allowed to draft my account . Lo and behold they drafted it. I have now been fighting with them for the last month or so to get that refunded to me. I had a supervisor and other employee tell me on August 11th that I would have my refund in 10 days (in writing). We are now 17 business days passed and I cannot get an answer from anyone on when I will get my refund nor can I get a response from the cancellation department or supervisors on this.
This company is unethical and unprofessional. My air conditioner wasn't working properly and I called them for a service call. The first technician diagnosed the problem wrong twice ($120) and I asked for a 2nd opinion. The next technician (another $60) said that my AC-furnace was shot and dangerous due to electrical problems. Yhe first technician never even looked at the furnace. Water was in the unit and on the floor. He sent in a report explaining the problems, and after 1week of 95 degree weather, they refused to fix it because it required a "modification". An older AC that uses freon requires a modification and they don't approve modifications. I just bought this house and no one (title company, home inspector, realtor, lawyer) knew that this situation was an exclusion because it is called a modification. This tactic is unscrupulous and misleading. I am an educated person that has owned several homes, and even owned a mortgage company. Never have I seen anything this underhanded! This is just a way to avoid expensive repairs or replacements. They told me to pay the $2200 to replace the main parts and they would cover the rest, or give me $1000 to call it even, however, they won't put this in writing. This company uses "fine print" to take advantage oThis post is a follow-up to the complaint I presented yesterday. I heard from HWA to "explain their policies and go over any misunderstanding about the contract and to see which resolution I wanted: spend $2200 for upgrade by AC-furnace or
$1000 cash in 4-6 weeks to make my own repairs. Keep in mind I have been without air conditioning for almost 2 months.
Read this passage of my coverage:
Gold - Contractholder is responsible for $60.00 service fee or actual cost of service,
whichever is less, on service calls. The following items are covered under your home
service contract:
Air Conditioning, Heating, Water Heater, Electrical System, Plumbing, Dishwasher,
Garbage Disposal, Built-In Microwave, Trash Compactor, Ductwork, Range, Oven,
Cooktop, Door Bells, Garage Door System, Ceiling Fans, Central Vacuum, Burglar & Fire
Alarm Systems, Exhaust Fans, Whirl Pool Bath, Sump Pump, Instant Hot Water
Dispenser, Unknown Pre-Existing Conditions, Duplex
Now read this and tell me how many of you understand this or even read this before the purchase-
AIR CONDITIONING/COOLER (not exceeding 5 ton capacity and designed for residential use) (Included in Premier Plus plan)
INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning, geothermal/water source heat pumps, and water evaporative coolers - All components and parts except for geothermal/water source heat pumps, all components and parts that are located within the foundation of the home or attached garage. When SEER standard/R-410A upgrade is purchased, for units below
DTC1-2015
SEER standard and/or R-22 equipment standards and when HWA is unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with SEER standard/R-410A equipment and/or 7.7 HSPF or higher compliant.
EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units – Water towers - Humidifiers - Improperly sized units - Chillers and chiller components - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps - Commercial grade equipment - Outside or underground piping and components for geothermal and/or water source heat pumps - Cost for crane rentals - Electronic, computerized, and manual systems management and zone controllers - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices (i.e., thermal expansion valves) - HWA is not responsible for the costs associated with matching dimensions, brand or color made – Except when the optional SEER standard/R-410A modifications coverage is purchased, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate and/or clean a system of R-22 necessitated by the repair of existing equipment or the installation of new equipment. NOTE: HWA will pay up to $10 per pound for the cost for refrigerant for authorized repairs. You are responsible for payment of any costs in excess of $10 per pound.
PREMIUM COVERAGE INCLUDES: Filters, costs related to Freon recapture, and window units.
WHAT???
So, when does the consumer learn if the AC in the new home is standard R-410A or R22? Who is supposed to inspect this? Does anyone talk about this before purchase? HWA can avoid making replacements whenever they want by calling it a modification and then excluding it. This is an unfair bargaining position when the contractor can redefine any repair as a modification. I want to see a list of ALL MODIFICATIONS, (which there is none) and I suspect they are all expense repairs or replacements. Again, unfair. I would not have purchased this warranty if I had any idea they would treat me, a senior citizen, like this.
NOT FAIR HWA. CONSUMERS ARE BEING TAKEN ADVANTAGE OF. NOW I AM WITHOUT AC OR A FURNACE. This may be in the contract, but it's not right and it's not fair.
Beware of HWA!
This is a copy of the letter I sent HWA Home Warranty. It explains all: I am not pleased with your company at all and I am actively looking to switch. The fact that I would be told I did not owe anything as the electrician was coming out for the same exact reason as when I originally called, and then three months AFTER the fact be hit with a bill is beyond disturbing. Not only did they decide far too late in the game that I was merely a few days past 90 on my recall and really did owe a trade call fee, but this call was so long ago that the representative couldn't even receive my payment Into his computer system! He told me I had to call and pay the company themselves because the claim was not even In his system anymore.
I am infuriated and will ensure everyone I can reach knows about your shady practices. Furthermore if I was given wrong information by YOUR employee about having to pay the fee then you should honor what was told me and use this as a training opportunity for your employees. One would think a $75 loss is worth it to have a lifetime customer, but it appears I'll pay the $75 and you will lose far, far more than that from folks that will never use you after I get done sharing my experience . I am beyond displeased, am actively looking for another company and will be sure to leave a review all over the Internet in addition to the thousands of people I see daily in my area. Good day.