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Home  /   Companies /   Home Warranty of America
icon Last updated: January 12, 2021

Home Warranty of America

HWA (Home warranty of America) was established in 1996 and headquartered in Lincolnshire, Illinois. It is a part of Direct Energy and provides home warranty services to buyers, sellers, homeowners, and even real estate professionals. The home warranty of America plans are designed to help protect you against unexpected and expensive repair and replacement costs.

Home warranty of America plans are famous for low costs and additional coverage to townhomes, houses, and condominiums. HWA home warranty plans have the broadest and great range of coverage, with the most comprehensive lists coming under the diamond and platinum plans. The prices for home warranties of America are competitive compared to other home warranties in the market, with the average annual cost being slightly less than its competitors. Optional add-ons are also available at an additional cost.

Home Warranty of America
Rating starRating starRating starRating starRating star 2 / 5
Based on 2,201 Reviews & Ratings | Write A Review
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N/A

Estimated Appliance Coverage

N/A

Estimated System Coverage

50

No. Of Active States

Yes

Complaint Resolution Program

WHY Home Warranty of America?

  • There is no requirement for a house inspection or age restrictions
  • Even the most basic plan provides coverage for 19 items
  • It provides home warranty coverage plans across the nation
  • Transparency of pricing for plans
  • Offers coverage for additional items that other companies don't
  • It provides two service fee choices - $75 and $100

Home Warranty of America PLANS

Home Warranty of America offers two plans; the premier plan and the premier plus plan. You can see the table below to get the comparative coverage options for the two plans. 

The Home Warranty of America’s Premier plan offers coverage for all the basic appliances and systems. The Premier Plus Plan offers comprehensive coverage for the basic appliances and systems and also includes coverage options for additional 30 items. Home Warranty of America offers flexible coverage plans for all kinds of budgets. HWA also offers the choice to customize your home warranty coverage plan for your home. 

Pools, spas, external pumps, septic systems, a second refrigerator, and other equipment are add-ons that can be included in all three plans at an extra cost. Home Warranty of America also has exclusive plans for real estate professionals. 


Premier Plan
  • Refrigerator
  • Washers
  • Dryers
  • Dishwasher
  • Garage Door Opener
  • Plumbing (including stoppages)
  • Heating System
  • Plumbing System
  • Ductwork
Premier Plus Plan
  • Refrigerator
  • Washers
  • Dryers
  • Garage Door Opener
  • Air Conditioning System
  • Heating System
  • Plumbing System
  • Plumbing Stoppages
  • Ductwork

Home Warranty of America CLAIMS

You can register a claim online by signing into your account or through the chat feature at the end of the contact us page or by emailing info@hwahomewarranty.com. This service is available 24/7. 

You can file a claim by calling Home Warranty of America's phone number - 888.492.7359. On weekdays (Monday-Friday), you can call between 7 a.m - 8 p.m. On Saturdays, within 8 a.m - 6 p.m, and on Sundays, between 9 a.m - 5:30 p.m., HWA typically responds within 24 to 48 hours. HWA also endorses calling more as you can speak with service technicians who can troubleshoot your problems over the phone.

If you are facing a repair on an item that is not covered, the company may, sometimes, connect you with another service provider that can do it. 

You can cancel your home warranty coverage within the first 30 days without any charges. It is also important to note that HWA reserves the right to determine the next course of action - repair or replacement.

  States Covered
  Corporate Office
  States Not Covered

What You Should Know About HWA Exclusions

The list of items covered in HWA's home warranty may be extensive, but there are several exceptions to the coverage as well. For example, the home warranty plans do not include water lines to water or ice dispensers, or refrigerator ice makers. A few exclusions listed in a sample of Home Warranty of America's coverage are - 

1. Lighting and appliance management, or electronic or computerized energy management systems are not covered.

2. Parts or components that are not required for an appliance or a system to function are also not covered by HWA's warranty. 

3. Any repair or replacement work with items that are damaged or been in contact with hazardous substances are also not liable for coverage.

A thorough and detailed reading of the home warranty is necessary to understand the limitations and exclusions of your coverage. Another important section to read is the payout caps, because, unlike some companies, HWA will only cover up to a specific amount in the aggregate in the coverage period. To exemplify, while HWA may pay $1000 for the repair or replacement of water heaters, but it will only be once during the coverage period. The amount varies for each appliance or system.


HOME WARRANTY OF AMERICA FAQs

How long does it take for an appointment?

The service technician will contact you shortly after you register your claim. Most appointments are booked during business hours. If the technician does not contact you within 24 hours, you will be given their contact information to reach them directly.

What happens if my systems and appliances are old?

The advantage with the Home Warranty of America is that there are no age restrictions to what they cover. There is also no need for a home inspection. An HWA plan covers all homes, appliances, and systems that are new or old.

What is a Trade Call Fee?

When you register a claim under an HWA home warranty, you need to pay a trade call fee for the service technician to come to your house and diagnose the problem. If the problem lies with an appliance or system that is covered in the contract, the trade call fee will be your only expense. The amount of the fee differs depending on the plan and the state but starts as low as $75. The fee is generally clearly mentioned in the contract.

What is Premium Coverage?

You can use the premium coverage option to protect equipment that is not usually covered by home warranty plans. A traditional home warranty does not cover the baskets, rollers, or door seals of a dishwasher. However, these components are covered under the premium version. There are more than 30 items covered under HWA's premium coverage.

How does HWA work with service providers?

HWA (Home Warranty of America) reviews and works with service providers across the country. The company has a dedicated Vendor Development Department that hosts a database of thousands of service providers in all the markets HWA serves.

What is the pricing for Home Warranty of America?

HWA has two trade call fees at $75 and $100. The pricing of home warranty plans is different depending on the state, home type, and size of the home. You can obtain a precise quote by asking a company representative on their website or by calling them.

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Home Warranty of America REVIEWS

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Al, Orlando, FL

On Jan 04, 2021

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I am a member with HWA since 2014. Recently I have a claim with HWA for my Build in Microwave since AUGUST. I failed the claim at the beginning of August , however, the technician from DLS Applinces came to my house on August 15, 2020 AFTER TWO WEEKS, and I paid him the $100 deductible, and he said he is going to replace part for my Microwave. The part arrived after TWO months. “ I WAITED TWO MONT ..Read Full Review

I am a member with HWA since 2014. Recently I have a claim with HWA for my Build in Microwave since AUGUST. I failed the claim at the beginning of August , however, the technician from DLS Applinces came to my house on August 15, 2020 AFTER TWO WEEKS, and I paid him the $100 deductible, and he said he is going to replace part for my Microwave. The part arrived after TWO months. “ I WAITED TWO MONTHS WITHOUT MICROWAVE”. After two months the technician came to replace the part, however, when the technician replaced the part and put the microwave back the door was not working “ it was not fully closed, but the lights and the fan under the microwave was working fine”. I called HWA and I explained the situation. The representative at HWA said is going to be RECALL I don’t need to pay. The nearest appointment they had was after two weeks which it was in NOVEMBER (this is now Three Months without the Microwave). HWA assigned the claim to different company which it was REX Appliances. The Technician came on November,2020 and he made all the diagnoses, The technician when he turn the Microwave on the spinning plate inside the microwave was not spinning, but the light and the fan was working fine since the old technician he broke the door while, he was replacing the other part. The technician ordered the parts for the microwave. On December 20,2020 the technician came for replace the part. After he replaced the part, he turned the microwave on, and what happened ligting was going out the Microwave - THE TECHNICIAN BURN MY MICROWAVE AND HE BURNED MY KITCHEN OULETS. I CALLED HWA company at the same time, and the representative said she spoke with RX appliances company while, I was waiting on hold with her on the line. The representative at HWA told me “REX Applinces they will come back to fix the Microwave and the Outlets in my kitchen”. I been waiting over TEN DAYS, however NO ONE Called me. On a later call, I called on December 27,2020 REX APPLIANCES - the representative her name was Sherman she said Microwave is need to be replaced and they already submitted to HWA, and I will need to call and speak with HWA. At the same day, I called HWA - I spoke with representative his name was Albert he said we are unable to process your claim and is canceled. When I asked him why is cancelled, since, I had TWO companies came already in my home and both companies replace parts and caused DAMAGE AND BURNED MY MICROWAVE UNIT [Four technicians] he just replied is canceled. When I asked for Supervisor or a Manager [OFF-COURSE AND AS ALWAYS WITH HOME WARRANTY OF AMERICA THERE IS NO SUPERVISOR OR A MANAGER AVAILABLE TO SPEAK WITH], and the representative “Albert” he said they will call you back. Also, IS THE SAME NO ONE CALL ME BACK. This is NOT ACCEPTABLE. This is extremely poor service and we are very unhappy with Home Warranty of America Services. Their representatives and contractors are NOT TRAINED. They don’t care about their customers. They don’t have good customer service. When I started with Home Warranty of America. They told me if you have any claim will take only 2-3 days to be solved however is only a lie. Each claim it may takes up to FOUR MONTHS AND IT WILL NOT BE SOLVED. And for me I purchased the Premier Plus with Orange Plus, not the basic plan. Also, if I want to speak with Customer Service, I need to spend at least ONE - TWO HOURS over the phone waiting on them for reading the notes. MY first MICROWAVE CLAIM # SRO0069505 [CLAIM started ON AUGUST,2020]- WAS WITH DLS APPLIANCES MY SECOND MICROWAVE CLAIM # SRO0081996[ started ON NOVEMBER,2020] - WITH REX APPLIANCES With REX Appliances - Representative name Sherman and the Technician name was ALI [that burned my Microwave]. ..View less

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Home Warranty of America
Home Warranty of America
On Jan 11, 2021

The company has responded to the customer through the CRP system.

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Carina Ortega Grasso, Kissimmee, FL

On Dec 05, 2020

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Called in for our tenant's fridge on November 19th, and their tech advised to replace: french door 29 cubic ft fridge not fixable. No action or help from HWA until 15 days later and constant phone calls. Calls going to Guatemala with roosters crowing in the background and promises to take action but zero follow-through. This poor woman had all her food go bad and had to go without refrigerated food at h ..Read Full Review

Called in for our tenant's fridge on November 19th, and their tech advised to replace: french door 29 cubic ft fridge not fixable. No action or help from HWA until 15 days later and constant phone calls. Calls going to Guatemala with roosters crowing in the background and promises to take action but zero follow-through. This poor woman had all her food go bad and had to go without refrigerated food at home in a Covid-19 situation all this time, and they have the nerve to offer an inferior brand replacement, with an additional two weeks more to receive delivery. We would have to haul away the bad one ourselves too! Forced to opt for check settlement ...$1495 but replacement is $3000. These people are unethical and take advantage by wearing you down. NEVER BUY THE POLICY. ..View less

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Home Warranty of America
Home Warranty of America
On Dec 07, 2020

The company has responded to the customer through the CRP system.

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Laura Myers, Gilbert, AZ

On Nov 03, 2020

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I had reported a complaint previously which prompted a request for HVAC receipt and have several times sent and tried to load this to the dashboard with no reply or success. The email has a "noreply" email and it has made it impossible to complete the claim. They have been a total disappointment to my client who had to replace a HVAC unit

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Home Warranty of America
Home Warranty of America
On Nov 04, 2020

Hello Laura. We are sorry you are still having inconveniences to send the information we requested in complaint #155071. Our team already tried to have contact with the Homeowner as well without any success. However, we notify the department responsible to receive the information to proceed to contact you for further assistance. Once again, please accept our sincere apologies for any inconvenience ..Read Full Review

Hello Laura. We are sorry you are still having inconveniences to send the information we requested in complaint #155071. Our team already tried to have contact with the Homeowner as well without any success. However, we notify the department responsible to receive the information to proceed to contact you for further assistance. Once again, please accept our sincere apologies for any inconvenience this may cause you. Have a wonderful day. Tom/Digital Care. ..View less

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Darryl Herzon, Lincolnshire, IL

On Oct 27, 2020

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I and my son have been with HWA now for many years. Yes weve turned in several claims over the years. But now, this has become beyond bearable. 1. Our pool motor and filter stopped working properly. We called and turned in a claim. Claim Accepted. But, they could not find a vendor to service our pool motor and filter. So after watching our pool turn green with Algae, and constantly calling ****** ..Read Full Review

I and my son have been with HWA now for many years. Yes weve turned in several claims over the years. But now, this has become beyond bearable. 1. Our pool motor and filter stopped working properly. We called and turned in a claim. Claim Accepted. But, they could not find a vendor to service our pool motor and filter. So after watching our pool turn green with Algae, and constantly calling ****** at the office of the President, I had no choice. Either allow my pool to become ruined or buy a pool pump. So I went to Leslies pool supply, had the pump diagnosed. Sent the diagnosis to HWA/******. Claim denied. 2. Our Refrigerator quit making ice back in August, I believe of 2020. A&E appliance came out to replace icemaker. After one week, the icemaker was not producing and making loud noised. A&E came out, did nothing and problem escalated to the refrigerator not working at all. So on Sept. 11th I turned in a claim for the refrigerator. A&E came back out, on warranty, and ordered a new icemaker and control board. This took minimum of ten days plus. Then, an appointment was set up for A&E to come out. I received a notice from A&E that it would cost us $169.00 for the call. I immediately called HWA and was told that theyd take care of them matter. They didnt and A&E refused to come out on their appointment day. So now, we waited another ten days. A&E came back out, installed the new control board and icemaker and still, the refrigerator did not work.. We were told by A&E that it needed another control board, but, the new control board was discontinued. I immediately contacted ****** at HWA. I was told they had located the control board from Whirl pool and I had to wait five working days for part to come or, they had to either buy us out or replace the refrigerator. Well its now been ten working days. I call each day. Now Im told that all my claims have been turned over to their legal department and they have no idea as to how long it will take to remedy our situation. So what do we do??? Weve now had to go to Wal Mart, purchase a small refrigerator to get us by, at a cost of $300.00. The attic fan motor, cost $73.00 and the Pool motor cost $410 dollars. All these parts were supposed to be covered. This is beyond bad faith on HWAs part. It is looking like Im going to have to take them to court. Of course weve turned in grievances to the insurance board and *** of not only Ca. but Illonois. Looks like small claims court is in our future. "HOW SAD". ..View less

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Home Warranty of America
Home Warranty of America
On Nov 23, 2020

Hello Darryl. First and foremost, please accept our sincere apologies for all you have faced! Even though it has been taking care of; we regret we missed the mark on your claims. We hope to have the opportunity to regain your trust in the future. Have a wonderful day. And once again, we are truly sorry. Sincerely, Tom/Digital Care.

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Gregory Wallach, Atlanta, GA

On Oct 23, 2020

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No Bueno - POOR CUSTOMER SERVICE - POSSIBLY BAIT AND SWITCH - We have a Premier Plus contract - one of the highest levels of coverage offered by HWA - our standard HVAC split system - for a two bedroom condominium - requires replacing and HWA claims they are only responsible for $1500 in coverage. The unit went out over a month ago. Over a week went by before we gave up on the first subcontractor they ..Read Full Review

No Bueno - POOR CUSTOMER SERVICE - POSSIBLY BAIT AND SWITCH - We have a Premier Plus contract - one of the highest levels of coverage offered by HWA - our standard HVAC split system - for a two bedroom condominium - requires replacing and HWA claims they are only responsible for $1500 in coverage. The unit went out over a month ago. Over a week went by before we gave up on the first subcontractor they provided - who never showed and never called us back. We have two small children - one with special needs - to get an HWA contractor assigned we had to pay an extra fee over the $75 service visit fee. The HWA contractor has told us the entire system needs replacing and HWA will only contribute $1500 towards the repair/replacement, leaving us with $8,055 out of pocket. HWA will not return calls - emails are sparce and some are rude. For $8,055 you'd expect a detailed breakdown, but instead they continually fail to provide it - I've gotten only $2120 detailed - the balance of $5935 they continually call a "cap overage", - that the only detail they will give $5935. I've been on the phone where their rep has said they would provide the details via email, then emailed and was told they will only provide the details over the phone. Our concierge "Andrea" told us we have a heat pump system and that because of that our coverage is maxed at $1500. Not so - we don't have heat pump system, which our contractor has said he made sure Andrea knows this (I can't confirm what Andrea knows because she has never, not once called me back - the only contact was the first call that I initiated). Our tech has also told me that Andrea told him that their coverage on our system is still just $1500 even though Andrea was now notified we do not have a heat pump system. So HWA's initial position waste that because (they thought) we had a heat pump system, coverage was limited to $1500. Now that they know our system is not a heat pump unit, somehow coverage is still limited to $1500. So now we are stuck in limbo - stuck emailing and calling getting the runaround - when we do get a response. I am an attorney and am posting here in hopes I get through to someone and avoid the time and expense of suing these folks in Fulton County Court. ..View less

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Home Warranty of America
Home Warranty of America
On Oct 27, 2020

Hello Gregory. We are very disappointed to hear how your claim experience has unfolded. There appears to have been a breakdown in communication regarding the handling of your service order up to this point; however, we are pleased to know after reviewing your account, you already had been contacted to assist you and move the claim forward. Nonetheless, Please accept our sincere apology and know th ..Read Full Review

Hello Gregory. We are very disappointed to hear how your claim experience has unfolded. There appears to have been a breakdown in communication regarding the handling of your service order up to this point; however, we are pleased to know after reviewing your account, you already had been contacted to assist you and move the claim forward. Nonetheless, Please accept our sincere apology and know that we are working diligently to improve processes throughout our organization. We will do our best next time to provide you with an excellent service as you deserve. Thank you for taking the time to provide us with this feedback. Have a wonderful day. Sincerely, Tom/Digital Care. ..View less

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alaa, Orlando, FL

On Oct 20, 2020

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I am a member with HWA since 2014. Recently I have a claim with HWA for my Stove Range I failed the claim at the beginning of August; however, the technician came to my house on August 13,2020 AFTER A WEEK, and I paid him the $100 deductible, and he said he is going to replacement. However, I been waiting since AUGUST for replacement. MY Stove-range is LG, first when I did the contract they said if anyt ..Read Full Review

I am a member with HWA since 2014. Recently I have a claim with HWA for my Stove Range I failed the claim at the beginning of August; however, the technician came to my house on August 13,2020 AFTER A WEEK, and I paid him the $100 deductible, and he said he is going to replacement. However, I been waiting since AUGUST for replacement. MY Stove-range is LG, first when I did the contract they said if anything happened, they will either replace with same or cash out. After more than 30 times calling and spending over an hour every time on the line. HWA, they offered me Amount $800.00 cash out for (LG Range - Stove) !!!, Or replace for MAYTAG Stove -range, and the replacement will be between 5-7 days. I said ok for the replacement. However, is been OVER THREE MONTHS NOW, and I am still waiting on the replacement every time I call, I spent over an hour and at the end they will tell me is out of stock and is going to be available on September 16,2020. Second time they told me October 12, 2020. Third, I called the representative told me is going to be November 08,2020 or if you like I can submit a Cash increase for you and it takes 24-48 hours, so I told him if he can submit cash increase so I can purchase the Stove. Finally, I called before few days and the representative, she was very rude to me and she told me it will be in DECEMBER, and she told me "if you do not want to wait you can have $800 cash out this is what I have", I asked her about the cash increase status since I am calling for updates, and she told me "there is no notes and I want to let you know we are going to denied, we provide you with same amount that we are spending AS COMPANY to purchase the unit". I been calling HWA every day to have any updates on my claim and everyone give me an answer, I spoke with representative, and he said he is going escalated as priority # 3. The call center have very bad customer service they don’t respect the customer at all, and they don’t have any training, and when I ask to speak with supervisor they said they are busy and they are going to give you a call back and no one call “ this is happen more then 30 times”. I need solution, this is now been OVER THREE MONTHS without STOVE-RANGE, and I have Kids and old people at my home. This is completely inhuman, and this is first-time need and an emergency from any point of view. The truth is that I do not know for how long they will play this game going around and every day. ..View less

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Home Warranty of America
Home Warranty of America
On Oct 22, 2020

Hello Alaa. First of all, thank you for being part of HWA since 2014! and we hope to continue to earn your business leading into the future. We do apologize for all the inconveniences and delays you have experienced with the Stove Range. Usually, it doesn't take too long for a replacement to be completed, but due to the pandemic, some of our processes and affiliates have been affected by delays, b ..Read Full Review

Hello Alaa. First of all, thank you for being part of HWA since 2014! and we hope to continue to earn your business leading into the future. We do apologize for all the inconveniences and delays you have experienced with the Stove Range. Usually, it doesn't take too long for a replacement to be completed, but due to the pandemic, some of our processes and affiliates have been affected by delays, but we are doing our best to move each claim forward. Since the most recently estimated time of arrival is for 12/4/2020, and we understand the value to use a Stove, we suggested you should reconsider the Cash Option provided before, with the final amount of $888 calculated based on the terms of the contract. This option can be processed and be completed, in the next three to five business days in a format known as an e-gift card. If you would like to hear more about this option or if there are still any outstanding concerns we may answer for you, please do not hesitate to contact us through any of the below avenues for additional support: Email: digitalcare@hwahomewarranty.com Live Chat: https://www.hwahomewarranty.com/ Social Media: https://www.facebook.com/HWAHomeWarranty Tom/Digital Care. ..View less

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Alaa , Orlando, FL

On Oct 20, 2020

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I am a member with HWA since 2014. Recently I have a claim with HWA for my Stove Range I failed the claim at the beginning of August; however, the technician came to my house on August 13,2020 AFTER A WEEK, and I paid him the $100 deductible, and he said he is going to replacement. However, I been waiting since AUGUST for replacement. MY Stove-range is LG, first when I did the contract they said if anyt ..Read Full Review

I am a member with HWA since 2014. Recently I have a claim with HWA for my Stove Range I failed the claim at the beginning of August; however, the technician came to my house on August 13,2020 AFTER A WEEK, and I paid him the $100 deductible, and he said he is going to replacement. However, I been waiting since AUGUST for replacement. MY Stove-range is LG, first when I did the contract they said if anything happened, they will either replace with same or cash out. After more than 30 times calling and spending over an hour every time on the line. HWA, they offered me Amount $800.00 cash out for (LG Range - Stove) !!!, Or replace for MAYTAG Stove -range, and the replacement will be between 5-7 days. I said ok for the replacement. However, is been OVER THREE MONTHS NOW, and I am still waiting on the replacement every time I call, I spent over an hour and at the end they will tell me is out of stock and is going to be available on September 16,2020. Second time they told me October 12, 2020. Third, I called the representative told me is going to be November 08,2020 or if you like I can submit a Cash increase for you and it takes 24-48 hours, so I told him if he can submit cash increase so I can purchase the Stove. Finally, I called before few days and the representative, she was very rude to me and she told me it will be in DECEMBER, and she told me "if you do not want to wait you can have $800 cash out this is what I have", I asked her about the cash increase status since I am calling for updates, and she told me "there is no notes and I want to let you know we are going to denied, we provide you with same amount that we are spending AS COMPANY to purchase the unit". I been calling HWA every day to have any updates on my claim and everyone give me an answer, I spoke with representative, and he said he is going escalated as priority # 3. The call center have very bad customer service they don’t respect the customer at all, and they don’t have any training, and when I ask to speak with supervisor they said they are busy and they are going to give you a call back and no one call “ this is happen more then 30 times”. I need solution, this is now been OVER THREE MONTHS without STOVE-RANGE, and I have Kids and old people at my home. This is completely inhuman, and this is first-time need and an emergency from any point of view. The truth is that I do not know for how long they will play this game going around and every day. ..View less

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Home Warranty of America
Home Warranty of America
On Nov 23, 2020

The company has responded to the customer through the CRP system.

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Samuel Stidwell IV, Urbana, IL

On Sep 22, 2020

Rating starRating starRating starRating starRating star

Customer service is nice and putting in a claim is convenient. HOWEVER, the contractor in their network could not come out until 7 days later. Now I have been waiting another 2 weeks just for the purchasing department to send me a single email. My tenants have been without a working refrigerator for 3 weeks now. Not good for business and I didn't pay for a warranty to then have to keep calling just so ..Read Full Review

Customer service is nice and putting in a claim is convenient. HOWEVER, the contractor in their network could not come out until 7 days later. Now I have been waiting another 2 weeks just for the purchasing department to send me a single email. My tenants have been without a working refrigerator for 3 weeks now. Not good for business and I didn't pay for a warranty to then have to keep calling just so I can get what I paid for. ..View less

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Home Warranty of America
Home Warranty of America
On Sep 24, 2020

The company has responded to the customer through the CRP system.

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Dorothy Barr, Florence, SC

On Sep 08, 2020

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I have had several problems and had to call HWA. Each time I called no one was available to help me for 3 weeks.I am appalled at how this works. Nothing is covered and when I am told to pay and find my own plumber, I am wondering will I get my money back. So disheartening. This is terrible!

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Home Warranty of America
Home Warranty of America
On Sep 16, 2020

The company has responded to the customer through the CRP system.

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Alaa Alshaikhli, Orlando, FL

On Aug 26, 2020

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I am a member with HWA since 2014. Recently I have a claim with HWA for my Water Heater I failed the claim at the beginning of August , however, the technician the Plumber came to my house on August 13,2020 AFTER A WEEK, and I paid him the $100 deductible, and he said he is going to replace part for my Water heater. He replaced the part at the same time since he has it on his truck. The technician said t ..Read Full Review

I am a member with HWA since 2014. Recently I have a claim with HWA for my Water Heater I failed the claim at the beginning of August , however, the technician the Plumber came to my house on August 13,2020 AFTER A WEEK, and I paid him the $100 deductible, and he said he is going to replace part for my Water heater. He replaced the part at the same time since he has it on his truck. The technician said two hours and it should be working fine. I waited until next day and it was not working. I called HWA the representative said is going to be RECALL I don’t need to pay. The nearest appointment they had was after FIVE DAYS (this is now 3 weeks without hot water, and I have kids and old people at home). They came two technician . And the technician said is old water heater needs to be replaced and when we replace the part there is something went wrong with Electricity and you need another Electrical Technician. And he start fighting with me he said I need another $100 I told him this is recall I don’t need to pay you again. The Plumber called HWA in front of me and he told them is old water heater needs to be replaced or electrical technician needs to come. The Electrical technician came to my home, however he said there is nothing wrong with electricity. The water heater is old needs to be replace ,and he called HWA infant of me and he gave them the diagnosis. Since that I didn’t hear anything from HWA. I been calling them everyday to have any updates on my claim and everyone give me an answer, I spoke with representative, and she said is going to be replaced and any supervisor will escalated as priority # 3, and she said the plumbing company they will provide the permit from the county. I called the next day the other representative told me I don’t have the diagnoses and I can’t reach the technician. And there is no notes. I spend over 3 hours daily trying to reach out to supervisor or an update. I spoke last week with Supervisor Finally his name was Carlo he said he is a supervisor, and he is going to call me back and he verified my correct phone number and email and until today I didn’t heard anything from him. I called after that the representative said I need to send another technician as second opinion because the first plumber he doesn’t know (As I know all the technicians at HWA they should be expert). The call center have very bad customer service they don’t respect the customer at all, and they don’t have any training, and when I ask to speak with supervisor they said they are busy and they are going to give you a call back and no one call “ this is happen more then 30 times”. I need solution, this is now been a month with out hot water and I have Kids and old people at my home. This is completely inhuman, and Water Heater is first-time need and an emergency from any point of view. The truth is that I do not know for how long they will play this game going around and every day sending technician. Three technician already been in my home two plumber and one Electrical Technician (Both of them called HWA in front of me and they said Water Heater is not working is old needs to be replaced), also they left everything open. Especially at this time with COVID-19, I can’t let every day someone go to my home. Three technicians came already. ..View less

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Response
Home Warranty of America
Home Warranty of America
On Aug 28, 2020

The company has responded to the customer through the CRP system.

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Laura Myers, Gilbert, AZ

On Aug 21, 2020

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I'm a local Realtor and when my client was buying their home we offer a selection of companies to choose from. They Chose HWA and closed on their home and moved in. In Arizona with temps above 100+ degrees it wasn't long before they realized they might have reached end of life on their AC. They were getting the run around and I emailed, checking in with them today and this was their reply... Laura, ..Read Full Review

I'm a local Realtor and when my client was buying their home we offer a selection of companies to choose from. They Chose HWA and closed on their home and moved in. In Arizona with temps above 100+ degrees it wasn't long before they realized they might have reached end of life on their AC. They were getting the run around and I emailed, checking in with them today and this was their reply... Laura, The home warranty did nothing for us. I spent hours on the phone trying to get thru to people who supposedly support the warranty. Then using the US contact that Jen provided for us, I escalated to 3 more people here in the US, sadly no one ever called me back or followed up. Needless to say we had to replace the whole unit and pay $9k out of pocket after getting 3 estimates with zero help from the warranty company. That’s the long and short of it. Very disappointed. I have offered warranty options to clients for 16yrs and and buyer chose this company and this is how they are treated. ..View less

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Response
Home Warranty of America
Home Warranty of America
On Oct 21, 2020

The company has responded to the customer through the CRP system.

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Ainoa Martinez, Orlando, FL

On Jul 21, 2020

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AVOID THIS COMPANY!!! 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& ..Read Full Review

AVOID THIS COMPANY!!! 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!!!!! ..View less

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Response
Home Warranty of America
Home Warranty of America
On Jul 22, 2020

The company has responded to the customer through the CRP system.

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Jessica Hensley, Tulsa, OK

On Jun 30, 2020

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*******SCAM******* I filed a dishwasher claim exactly 30 days ago. The contractor came out and it was determined that I need a new dishwasher and it would take 3-5 business days to arrive. I have called 5 times and each time I am told the same thing. It wasn't submitted. Each time I call it is a minimum of a 45 minute call. I escalated the call once, 30 minutes after being transferred to that department ..Read Full Review

*******SCAM******* I filed a dishwasher claim exactly 30 days ago. The contractor came out and it was determined that I need a new dishwasher and it would take 3-5 business days to arrive. I have called 5 times and each time I am told the same thing. It wasn't submitted. Each time I call it is a minimum of a 45 minute call. I escalated the call once, 30 minutes after being transferred to that department when the person was almost finished the call disconnected and never called back. I am currently on hold with them again. When I do ask for a supervisor I am told they will only have the same information. I'm really beginning to think this is nothing more than a scam. ..View less

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Response
Home Warranty of America
Home Warranty of America
On Jul 01, 2020

The company has responded to the customer through the CRP system.

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John F Ehricht, Baton Rouge, LA

On Jun 30, 2020

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We have a Jenn-Air downdraft electric cook top on the island in our kitchen. The unit is about 37 years old. In March of this year 2020, we contacted HWA because two of the burners would only stay on high. About 4 techs came and went and provided various stories, and nothing was resolved. Then about a month ago in early June a tech came over and said that he could no longer get parts to fix our unit and ..Read Full Review

We have a Jenn-Air downdraft electric cook top on the island in our kitchen. The unit is about 37 years old. In March of this year 2020, we contacted HWA because two of the burners would only stay on high. About 4 techs came and went and provided various stories, and nothing was resolved. Then about a month ago in early June a tech came over and said that he could no longer get parts to fix our unit and said he would recommend a replacement. We needed a 30 inch electric downdraft cook top. The replacement people said they could not locate a replacement and for us to provide them with a model number of a replacement which we did. Then instead of offering us a replacement, they just said they would give us $1,500. We called a number of people about this and said we wanted a replacement and not $1,500 cash. Finally the claims people kept insisting that it was in the policy that we just had to take the $1,500 and we could not get a replacement. Then they said that it would take up to six weeks to get a check in the mail and in the mean time company policy prevented them from sending any type of acknowledgement concerning this. After other numerous calls, we were told the only recourse was to go on the chat room. Yesterday I went on the chat room and was told that I should have been offered a replacement, but because I was not, it was too late to do anything about it and the check has been "released" and will take up to 5 weeks to get to me in LA by the USPS and that I should have received an email, but now it is too late to get another one and that I needed to speak to the vendor line about this. I called the vendor line and they said this not correct but did offer to have someone call me, but as of now, no one has contacted me. I did get a copy of the transcript from the chat room to confirm everything that was said. Obviously, at this point, we are extremely not satisfied. They should get negative star rating. ..View less

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Response
Home Warranty of America
Home Warranty of America
On Jul 01, 2020

The company has responded to the customer through the CRP system.

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M C McCoy, Fort Worth, TX

On Jun 20, 2020

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I am a Realtor Broker. I have had this company now for several years. My refrigerator stop working two days ago. Contacted company was assigned claim number and a local company was assigned. waited two days and no response. Called the assigned company and they responded that they didn't do service for the warranty company due to their practices. I tried to contact the warranty company with the number on ..Read Full Review

I am a Realtor Broker. I have had this company now for several years. My refrigerator stop working two days ago. Contacted company was assigned claim number and a local company was assigned. waited two days and no response. Called the assigned company and they responded that they didn't do service for the warranty company due to their practices. I tried to contact the warranty company with the number on my claim not able to talk with a live person. Had to fill out form. Is this any way to do business? ..View less

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Home Warranty of America
Home Warranty of America
On Jun 23, 2020

The company has responded to the customer through the CRP system.

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Brittany Alvarado, Richmond, TX

On Jun 13, 2020

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I am absolutely appalled by this company. I have been given the runaround in regards to my claim for over a month now. Each week I am told that they did not receive the diagnosis from the plumber, so they contact the plumber and get the diagnosis. Then they tell me it needs to go to the department that makes the decisions on what and how much will be covered and I will hear back in 24-48 hours. By the th ..Read Full Review

I am absolutely appalled by this company. I have been given the runaround in regards to my claim for over a month now. Each week I am told that they did not receive the diagnosis from the plumber, so they contact the plumber and get the diagnosis. Then they tell me it needs to go to the department that makes the decisions on what and how much will be covered and I will hear back in 24-48 hours. By the third day, I call, and magically, all of this information is gone and they start the process AGAIN! This has occurred 3 times! I have been told there is no one else I can talk to in regards to Thai. It's theft and it is absolutely disgusting! DO NOT go with this company. This was all in regards to a leak from my whirlpool bath tub which IS covered by my policy. ..View less

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Response
Home Warranty of America
Home Warranty of America
On Jun 19, 2020

The company has responded to the customer through the CRP system.

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Laken Haynie, Dallas, TX

On May 12, 2020

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This company is the worst. They sent a technician out (had 3 contact me because first 2 decided not to come to the house) and were only at the house for 5 mins and left saying they cannot perform the job but still are asking for the 75$ for coming out. The technician was not professional and even the home warranty customer service was not helpful. There must also be a glitch in the system because I never ..Read Full Review

This company is the worst. They sent a technician out (had 3 contact me because first 2 decided not to come to the house) and were only at the house for 5 mins and left saying they cannot perform the job but still are asking for the 75$ for coming out. The technician was not professional and even the home warranty customer service was not helpful. There must also be a glitch in the system because I never submitted the request online. I only wanted to see what information was needed. When I closed it said my request was submitted without me even completing it. I have heard bad thins about home warranty of America but didn't believe it. The companies they have even sent in the past to work on the house were subpare and never completed the job requiring me to hire other service technicians to come and fix the problem. So I'm out the money for having a home warranty technician come out multiple times(paying 75$ each time they come) for the same problem within two weeks but also paying for my own technicians who then inform me that the problems were not even addressed properly. ..View less

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Response
Home Warranty of America
Home Warranty of America
On Jun 04, 2020

The company has responded to the customer through the CRP system.

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William Estes, Richmond, TX

On May 07, 2020

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I have waited 4 weeks to have my air compressor replaced. Their contractor approved it and can't get approval to replace it. He informed me there are 4 others in the same situation that i am in. He told me he has not been paid by HWA since November. I am in S. Texas where the temperature is 92 degrees and the humidity is the same. I had to go to local services and pay for the job to be done. These ..Read Full Review

I have waited 4 weeks to have my air compressor replaced. Their contractor approved it and can't get approval to replace it. He informed me there are 4 others in the same situation that i am in. He told me he has not been paid by HWA since November. I am in S. Texas where the temperature is 92 degrees and the humidity is the same. I had to go to local services and pay for the job to be done. These HWA people, in my opinion, are crooks. i erroneously bought their warranty thinking it was american home warranty which is a honest company. NEVER USE THIS COMPANY! ..View less

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Response
Home Warranty of America
Home Warranty of America
On Jun 04, 2020

The company has responded to the customer through the CRP system.

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RSH, Spokane, WA

On Mar 05, 2020

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Scam. I live in a populated area but no service providers will work with HWA because they are a scam shell game. If you don't have a service provider, they will tell you to get the repair done, THEN they will reimburse you. But guess what? They don't. I got authorization to complete the repair, had a licensed technician conduct the repair (more than $1000), submitted receipts, and then the shell game ..Read Full Review

Scam. I live in a populated area but no service providers will work with HWA because they are a scam shell game. If you don't have a service provider, they will tell you to get the repair done, THEN they will reimburse you. But guess what? They don't. I got authorization to complete the repair, had a licensed technician conduct the repair (more than $1000), submitted receipts, and then the shell game began. They will lock you out of the website so you can't cancel the service, they will tell you again and again that the issue is "under review" when it isn't, then they will ghost you all the while collecting their monthly fee of course. Threatening to cancel doesn't work because they'd rather lose the premium than pay you back. In October 2019, they stopped sending a notification email about upcoming bank debits. This was the same time they locked me out of the website. I called and told them to cancel, and no payments were withdrawn from my account in early November on the usual date. Then they changed the payee name to "Dir-Energy" and resumed pulling from my account until I noticed it this month. We were busy and thought it was the power company, but further research found it was Home Warranty of America doing it without authorization. Such a shady outfit. Bottom line: Stay away. Will be pursuing this in small claims court. ..View less

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Response
Home Warranty of America
Home Warranty of America
On Apr 16, 2020

Thank you for taking the time to leave feedback about your experience. While I am sorry that you experienced any lack of communication from HWA and hope to shed some light on your claim. HWA is not an authorized retailer and in some cases will approve for our homeowners to use their own vendor and we have a dedicated team that handles these invoices for reimbursement. Most independent contrac ..Read Full Review

Thank you for taking the time to leave feedback about your experience. While I am sorry that you experienced any lack of communication from HWA and hope to shed some light on your claim. HWA is not an authorized retailer and in some cases will approve for our homeowners to use their own vendor and we have a dedicated team that handles these invoices for reimbursement. Most independent contractors we partner with agree to our prices which removes any up charge on labor and parts to make the repair or replacement cheaper for our customers if they do experience any out of pocket cost. In November we did make a change to our customer portal which is why you experienced difficulties with logging in and we would be happy to help resolve this for you now, if its still needed. Please let us know if we can offer you support in this claim as we do not want to lose your trust and business. Please let us know if we can help or email us at digitalcare@hwahomewarranty.com for further assistance. - Digital Care ..View less

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Norm Booth, Calera, AL

On Feb 15, 2020

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You really need to save your money, these people will take it and then never help. Been without our heat since November of 2019. It is now February of 2020, and still nothing not one phone call returned. Just one lie after another. This is the worse company o have ever seen, and I’m in my 50’s. We are now seeking legal action against them, was surprised at how a company this bad can stay in b ..Read Full Review

You really need to save your money, these people will take it and then never help. Been without our heat since November of 2019. It is now February of 2020, and still nothing not one phone call returned. Just one lie after another. This is the worse company o have ever seen, and I’m in my 50’s. We are now seeking legal action against them, was surprised at how a company this bad can stay in business. ..View less

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Response
Home Warranty of America
Home Warranty of America
On Mar 30, 2020

Hi Norm, and thank you for the feedback. We are so sorry to hear that your experience was less than outstanding, as that is certainly not the type of impression we want to leave for any of our homeowners. We are working tirelessly to make improvements to all areas of our business, and we appreciate your patience. We wish you all the best, Norm.

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