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Home  /   Companies /   Home Warranty of America
icon Last updated: June 30, 2021

HOME WARRANTY OF AMERICA- A COMPLETE REVIEW 2021

Home Warranty of America offers service contracts for affordable repairs and replacements of worn-out systems and home appliances since their establishment in 1996. The company is headquartered in Buffalo Grove, Illinois, and is a Direct Energy US Home Services, Inc. subsidiary.

They have two plans that cover various home systems and appliances. HWA claims that they will connect you to home repair companies even if the broken-down item is not a part of the HWA contract coverage. To learn more on whether HWA can bring you peace of mind, keep reading our review.

Pros

  • Standard 13 month plans, i.e., one extra month of coverage
  • Home inspection not mandatory
  • Immediate activation, no waiting period for real estate coverage
  • 30-day money-back guarantee
  • Unique add-on options facilitating sustainability

Cons

  • Limited coverage options
  • Reviews indicate occurrence of many claim denials
 $company_name
Rating starRating starRating starRating starRating star
2,212 Reviews

Premium

$275 - $695

Deductible

$75 - $100

Coverage Limits

N/A

BBB Rating

NR

Active States

50

Complaint Resolution Program

Yes

$400

Estimated Appliance Coverage

$2000

Estimated System Coverage

50

No. Of Active States

Yes

Complaint Resolution Program

Home Warranty of America PLANS

Home Warranty of America offers two plans for repair and replacement assurance for breakdowns due to wear and tear. HWA has two deductible choices for each plan. All the plans have a 13-month contract term, the last month being free of premium cost.

The Premier Plan offers coverage to some critical home systems and appliances, while the Premier Plus Plan covers a couple more items in addition to everything in the former plan.

They have some unique add-ons that are beneficial for those who want to live sustainable lifestyles. They also offer optional coverage on pre-existing conditions.

Home Warranty of America has three real estate plans for homes on the market- Gold, Platinum and Diamond. There is no waiting period, and coverage begins immediately.

HOME WARRANTY OF AMERICA PRICES & COVERAGE

The HWA plans begin at $43 per month and can go up to $100 or more depending on how much optional coverage you choose. The premiums vary based on the trade service fee chosen, the options being $75 and $100.

The Premier Plan is priced at $43 monthly with a $100 trade call fee and $46.46 at a $75 trade call fee. The Premium Plus Plan likewise comes at $52.23 and $55.31, respectively, and you get Premium Upgrade Coverage at $75 TCF.

Check out the table to find out the HWA Home Warranty coverage:

Premier Plan
  • Washers
  • Dryers
  • Dishwasher
  • Garage Door Opener
  • Plumbing (including stoppages)
  • Heating System
  • Plumbing System
  • Ductwork
  • Built-in Microwave Oven
  • Trash Compactor
  • Electrical System
  • Doorbells
  • Water Heater
  • Garbage Disposal
  • Instant Hot/Cold Water Dispenser
  • Central Vacuum
  • Whirlpool Bathtub
  • Sump Pump
  • Burglar and Fire Alarm Systems
  • Kitchen Refrigerator Ice Maker
  • Ceiling and Exhaust Fans
  • Wall Oven/ Range/ Cooktop
  • Drywall
Premier Plus Plan
  • Washers
  • Dryers
  • Garage Door Opener
  • Heating System
  • Plumbing System
  • Plumbing Stoppages
  • Ductwork
  • Dishwasher
  • Built-in Microwave Oven
  • Trash Compactor
  • Electrical System
  • Doorbells
  • Instant Hot/Cold Water Dispenser
  • Central Vacuum
  • Whirlpool Bathtub
  • Sump Pump
  • Burglar and Fire Alarm Systems
  • Kitchen Refrigerator Ice Maker
  • Wall Oven/ Range/ Cooktop
  • Cooling System
  • Garbage Disposal
  • Drywall
  • Water Heater
  • Ceiling and Exhaust Fans

All the pricing details above are for single-family homes under 5000 sq. ft. If you have a bigger home, the premiums can range from $120-$154 per month.

The optional add-ons available are as follows:

  • Septic System/Sewage Ejector Pump/Septic Tank Pumping
  • OrangePlus (covers pre-existing conditions)
  • Well Pump
  • GreenPlus (up to 90% energy-efficient heating system replacement)
  • Salt Water Pool
  • Stand Alone Freezer
  • 2nd Refrigerator
  • 2nd Range/Oven/Cooktop
  • SEER/R-410A Modifications
  • External Water Line Repair
  • 2nd Dishwasher
  • Pool/Spa Combo
  • 2nd Clothes Dryer

Each item costs between $35-$300 to cover. These add-ons are not priced monthly, but are added to the final cost.

The real estate plans cover unknown pre-existing conditions, insufficient maintenance, furnace, telephone line coverage, and pest control in addition to the same items covered by the homeowners plans. Diamond plan is the most comprehensive real estate plan.

HOME WARRANTY OF AMERICA CLAIMS & CUSTOMER SERVICE

You can register a claim online by signing into your account or through the chat feature on 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 the Claims Department between 7 a.m - 8 p.m. On Saturdays, you should call between 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. They also endorse calling, as you can speak to service providers who can troubleshoot your problems over the phone.

If you are facing a repair on a non-covered item, the company may connect you with another service provider who can help you. Do note that HWA services do not extend to homeowners insurance.

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

WHAT ARE THE EXCLUSIONS AND LIMITS OF HOME WARRANTY OF AMERICA CONTRACTS?

A thorough and detailed reading of the home warranty contract is necessary to understand the limitations and exclusions of coverage. For one, the home warranty plans begin operating 30 days after they have been purchased. The waiting period reduces the chances of misuse.

Some components and types of breakdowns are excluded from coverage, and you should understand them carefully. For instance, central vacuum coverage only includes the mechanical parts and excludes the ductwork and accessories. Filing a claim for a non-covered component will only result in a loss of TCF.

Another important section to read is about the payout caps because HWA will only cover up to a specific amount during the coverage period. To exemplify, while HWA may pay upto $1000 for the repair or replacement of water heaters, it will only be once during the coverage period. The coverage cap varies for each appliance or system. The maximum aggregate liability is $15,000.

To transfer the contract to a new homeowner, you have to call the company and provide the requisite information. To cancel the contract after the 30 day waiting period, you have to pay a $30 fee, and you will only receive a prorated refund.

FINAL WORD: IS HWA WORTH IT?

We can see the influence of the parent company Direct Energy in HWA’s GreenPlus option, a rare offering. Additionally, the prices of the home warranties are more competitive compared to others in the market. The payment plan is quite flexible, providing 2 TCF options. The customer reviews, however, indicate a lot of general dissatisfaction with the company's services. Common complaints include slow service and a non-responsive customer service team.

Therefore, we recommend checking out the following alternatives, where the customer satisfaction is higher:

HOME WARRANTY OF AMERICA FAQs

Who owns the Home Warranty of America?

Direct Energy US Home Services, Inc. is the parent company of Home Warranty of America. They deal in natural gas, energy plans and water heater and appliance rental services besides home warranty.

How does Home Warranty of America work?

Once you have identified the right home warranty plan, you can get a quote from the company. Read the service contract with great care, and then you can sign it and pay the premium. After 30 days, you can start filing claims when your home systems and appliances break down. Scroll up to read the claim filing process.

Will HWA cover my home systems and appliances if they are ancient?

The advantage of the Home Warranty of America is that there are no age restrictions. There is also no need for a home inspection. An HWA plan covers all homes, appliances, and systems that are new or old. But, items under manufacturer warranty won’t be covered.

Will Home Warranty of America replace my HVAC system?

If the service contractors think that your HVAC system is not repairable, they may issue a replacement or Home Warranty of America may pay you an amount equivalent to the item's depreciated value. If you get a replacement, they will provide a functional equivalent, not necessarily of a make and model you want.

Will Home Warranty of America cover roof leaks?

HWA does not cover roof leaks. You can check out Select Home Warranty, Choice Home Warranty, and Total Home Protection if you want roof leak coverage.

Does HWA have any special programs?

They have discount sales and HWA promo codes may be available during special events. They have special tools for real estate customers like the Client Contact Program, e-Postcards, marketing materials, and more.

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 of the HWA markets.

How do I cancel my Home Warranty of America plan?

You can cancel the HWA home warranty plan by calling the company's customer service team or emailing them. You will receive a full refund if you cancel within 30 days from the date of the purchase. After 30 days, you will only receive a prorated refund minus an administrative fee.

Home Warranty of America REVIEWS

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Jessica, Spring, TX

On Jun 21, 2021

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I purchased the diamond plan and paid the whole year up front ($550). I had recently moved into a home and the AC stopped working. I bought the warranty and was told I could file a claim as soon as I made the payment. I did and it cleared the same day. It is now June 21 and I still cannot file a claim. I’m being transferred back and forth from billing to claims. Billing tells me my account is good ..Read Full Review

I purchased the diamond plan and paid the whole year up front ($550). I had recently moved into a home and the AC stopped working. I bought the warranty and was told I could file a claim as soon as I made the payment. I did and it cleared the same day. It is now June 21 and I still cannot file a claim. I’m being transferred back and forth from billing to claims. Billing tells me my account is good and ready to file a claim. But claims dept tells me my account is suspended. Both departments do not communicate and neither know how to resolve the issues regarding my account. I’m in Houston-weather is 103. It’s 85-86 degrees in my house and I have 3 small kids. One is a 2 year old! I keep getting the run around and absolutely no one can help. I’ve called every day for a week. Each time I called I’m on the phone holding for at least an hour. Still no one can help me. The reason I am using this company is because it was in my contract when I purchased the home. And I need some resolution. If zero stars was an option I’d leave zero!! ..View less

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Home Warranty of America
On Jun 25, 2021

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

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Jessica, Spring, TX

On Jun 21, 2021

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I purchased the diamond plan and paid the whole year up front ($550). I had recently moved into a home and the AC stopped working. I bought the warranty and was told I could file a claim as soon as I made the payment. I did and it cleared the same day. It is now June 21 and I still cannot file a claim. I’m being transferred back and forth from billing to claims. Billing tells me my account is good ..Read Full Review

I purchased the diamond plan and paid the whole year up front ($550). I had recently moved into a home and the AC stopped working. I bought the warranty and was told I could file a claim as soon as I made the payment. I did and it cleared the same day. It is now June 21 and I still cannot file a claim. I’m being transferred back and forth from billing to claims. Billing tells me my account is good and ready to file a claim. But claims dept tells me my account is suspended. Both departments do not communicate and neither know how to resolve the issues regarding my account. I’m in Houston-weather is 103. It’s 85-86 degrees in my house and I have 3 small kids. One is a 2 year old! I keep getting the run around and absolutely no one can help. I’ve called every day for a week. Each time I called I’m on the phone holding for at least an hour. Still no one can help me. The reason I am using this company is because it was in my contract when I purchased the home. And I need some resolution. If zero stars was an option I’d leave zero!! ..View less

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Home Warranty of America
On Jun 25, 2021

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

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Jamil McFadden, Matteson, IL

On Jun 14, 2021

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Home Warranty of America has been disappointing, I've had them for 7yrs and I cannot get a resolution on a claim that I have, that's been active for over a Month now. The technician came to my home, I paid the deductible to have the services completed and here I am now without any resolution to my claim. I only receive updates when I call, and they aren't updates because the person on the phone or chat h ..Read Full Review

Home Warranty of America has been disappointing, I've had them for 7yrs and I cannot get a resolution on a claim that I have, that's been active for over a Month now. The technician came to my home, I paid the deductible to have the services completed and here I am now without any resolution to my claim. I only receive updates when I call, and they aren't updates because the person on the phone or chat has no clue what's going on until I provide them with the details repeatedly - very unorganized and uninformed of the customers claims. One person tells me they are waiting for parts, another person tells me they haven't received the diagnosis. The last contact I had was Wednesday June 9th, 2021 - "I was told the time frame for updates would be 2 business days, rest assured that we will contact you with additional details" - no call. So I call today to speak with a manager, supervisor or someone in charge, the gentleman told me it would be 24-48hrs before someone would be able to contact me but let him check into it more after being on the phone and on hold for 27 minutes while listening to elevator music they hung up the call and never called back. I'm beyond frustrated with the level of service being provided by HWA and feel that my only option from them is to just eat the deductible that I had to pay, cancel my service and look for another provider. ..View less

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Response
Home Warranty of America
On Jun 18, 2021

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

Response
Jamil McFadden
Jamil McFadden
On Jun 28, 2021

Response
Home Warranty of America
On Jun 28, 2021

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

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Luis Rodas, Barrington, IL

On Jun 11, 2021

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Claim was approved on May 24th for AC replacement. It is June 10th and I still keep getting the tun around. Terrible company. Nobody knows anything and they keep using the purchasing department as an excuse.

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Home Warranty of America
On Jun 15, 2021

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

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Matthew Hunt, Alexandria, VA

On Jun 08, 2021

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Waste of time and money. We have had a horrible experience with them. In fact, we have had a broken washer that has not been fixed in over a month. Our claim has bounced between 4 different vendors with no resolution or refund.

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Home Warranty of America
On Jun 09, 2021

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

Response
Matthew Hunt
Matthew Hunt
On Jun 09, 2021

Response
Home Warranty of America
On Jun 11, 2021

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

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Derek wayne Prince, Wilmington, NC

On May 26, 2021

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This is the absolute worst company ive ever had to deal with in my 47yrs!!!!!! never get anyone i can understand ever!! they put me on hold for 10 to 15 minutes at a time!!! I just had to have a new A/C unit put in 3 months ago and its not working and they want me to pay another deductible and its BRAND NEW!!!!!!! it took a month to even get it to be approved and installed and that was an absolute NIGHTM ..Read Full Review

This is the absolute worst company ive ever had to deal with in my 47yrs!!!!!! never get anyone i can understand ever!! they put me on hold for 10 to 15 minutes at a time!!! I just had to have a new A/C unit put in 3 months ago and its not working and they want me to pay another deductible and its BRAND NEW!!!!!!! it took a month to even get it to be approved and installed and that was an absolute NIGHTMARE!!!! it is going to be 95 degress for the next few days and they are giving me the run around (like always) to get it fixed once again its BRAND NEW!!! i had a washing machine go out 2yrs ago and i ended up just replacing it myself cause of the run around they gave me for 2 weeks!! I ABSOULTELY WOULD NOT RECOMMEND THIS COMPANY!!!!! STAY AWAY!!! GO SOMEWHERE ELSE!!! TRUST ME!!!!! HORRIBLE COMPANY!!! ..View less

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Response
Home Warranty of America
On May 27, 2021

Hello Derek. Firstly, we truly apologize for any inconvenience you have had with your claims. HWA strives to provide an easy, simple, and straightforward process. And we are sorry to hear we missed the mark with you. After verifying in the system, we waived the deductible for your air conditioner claim. You should receive a call from the technician to make an appointment and resolve it as quickly ..Read Full Review

Hello Derek. Firstly, we truly apologize for any inconvenience you have had with your claims. HWA strives to provide an easy, simple, and straightforward process. And we are sorry to hear we missed the mark with you. After verifying in the system, we waived the deductible for your air conditioner claim. You should receive a call from the technician to make an appointment and resolve it as quickly as possible. Once again, we are sorry for the unpleasant experience you and your loved one's face during this time. Nevertheless, we hope to have the chance to rebuild the trust we value. Thank you for bringing this to our attention. Sincerely, The Digital Care Team. ..View less

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Shay Bacani, Chula Vista, CA

On Apr 19, 2021

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The absolute worst company I’ve ever dealt with. They lack communication and competence. I always have to send multiple follow ups just to get an answer from them, their technicians are hardly available when needed, and when you call about a claim it’s like youre speaking to people who don’t even work for the same company because they never know what’s going on even though I have ..Read Full Review

The absolute worst company I’ve ever dealt with. They lack communication and competence. I always have to send multiple follow ups just to get an answer from them, their technicians are hardly available when needed, and when you call about a claim it’s like youre speaking to people who don’t even work for the same company because they never know what’s going on even though I have an open claim. Our plan says we get coverage for one thing, but after dealing with a water heater replacement they are telling us they have “internal policies” that prevent them paying for all of the costs associated with our repair/replacement. These internal policies are not listed on our plan that we signed with them. I will never work with them again. My advice is just to go with another warranty company that provides better customer service, coverage and honors the plans they offer their customers. ..View less

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Response
Home Warranty of America
On Apr 22, 2021

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

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ktmarzett, Sicklerville, NJ

On Apr 04, 2021

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I SEE A BAD PATTERN! I have a claim right now. My garage door won’t open and my car is inside. When I called on Saturday (7 days ago) they said they would get someone out. By Monday, there was no update. When I called they said they couldn’t find someone over the weekend. They would call me back. They did not. I went online and noticed a company assigned on the portal - I called them, they sa ..Read Full Review

I SEE A BAD PATTERN! I have a claim right now. My garage door won’t open and my car is inside. When I called on Saturday (7 days ago) they said they would get someone out. By Monday, there was no update. When I called they said they couldn’t find someone over the weekend. They would call me back. They did not. I went online and noticed a company assigned on the portal - I called them, they said it would be at least 10 days because they only have one tech. Called HWA back they said it has been escalated. They would call me back. I did not get a call back - notice they say they will call back but NEVER DO- this must be a tactic to wear you out so you stop calling! However I can’t quit. My car is stuck in the garage. I have 2 small children and the Uber is costing me more than the service call at this point. So, I called back - they said i had 2 options: find my own vendor and they will set it up or I pay and get reimbursed. I called someone out. I was able to get someone the next morning (why couldn’t they?!). When the contractor arrived I called HWA immediately. So, while the contractor was on the speaker phone, I heard HWA ask him asking if it was wear and tear or if I did it. WOW!!! He said no, the door is in excellent shape and the cost is $525. So, HWA asked for me on the phone and proceeded to tell me they were only going to reimburse me $200. I’m beyond shocked and disappointed at this point. Essentially, I have an emergency, call multiple times, never get a call back as promised, am told to find my own vendor and they would reimburse me for the charge, I do and still have to pay for the service. I told them I wanted to speak to a supervisor. And SURPRISE. There isn’t one available. SHOCKING. I don’t trust the company. You shouldn’t either. They are not credible. They don’t do what they promise. Even the customer service person said they wouldn’t take this!!! At least he was honest. I’m appalled. Prior to this, my last claim was for a roof leak. They wouldn’t cover it. I’m buying a new roof now. On my dime. I also have placed a claim for my pool. They never came through, never sent anyone out. Did I mention I pay extra for roof and pool?! They are seriously fighting me over $325. In my opinion, they can pay it and raise the level of service they have provided or loose me in total along with any of my other properties (we just closed on another property in 2020). In closing, I was told I would get a call from the supervisor in 24 hours. I’m still waiting on that call.... ..View less

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Home Warranty of America
On Apr 06, 2021

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

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Kelly Sharts, Grandview, MO

On Mar 15, 2021

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After yet another failed attempt to cancel the warranty after they stated they would. Yes I have it in writing that the cancelled. Low behold guess who charged my account again. The company is a dishonest company. They do not cover anything they said they won't or stand behind anything.

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Home Warranty of America
On Mar 19, 2021

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

Response
Kelly Sharts
Kelly Sharts
On Jun 12, 2021

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Kelly Sharts, Grandview, MO

On Mar 04, 2021

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Do your research before you buy into these programs. This is a god awful company. I have the diamond plan an they do not cover anything that breaks. Or they send crack shot company's to repair items. So far I had to pay out of pocket. Washer an dryer, dishwasher oh an let's see a furnace that went out on a Friday an was told we don't pay for weekend repair you know during the sub zero temperatures t ..Read Full Review

Do your research before you buy into these programs. This is a god awful company. I have the diamond plan an they do not cover anything that breaks. Or they send crack shot company's to repair items. So far I had to pay out of pocket. Washer an dryer, dishwasher oh an let's see a furnace that went out on a Friday an was told we don't pay for weekend repair you know during the sub zero temperatures that froze half of America. So my fault should of looked into the company before buying. An you want to cancel you plan cause for reasons listed above oh they won't saying you owe from an old bill after I can prove that they have taken from account on time for the last year even when they double charged me. So buyer be aware. ..View less

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Response
Home Warranty of America
On Mar 05, 2021

Hello Kelly. We certainly apologize because your experience with us fell short of expectations— Whenever we address any inquires, we attempt to clarify according to the contract, seeking to minimize the misperception regarding how Home Warranty Company works. And we are sorry if we missed the customer care we strive to achieve. Even your account is already canceled, we hope to have the opportun ..Read Full Review

Hello Kelly. We certainly apologize because your experience with us fell short of expectations— Whenever we address any inquires, we attempt to clarify according to the contract, seeking to minimize the misperception regarding how Home Warranty Company works. And we are sorry if we missed the customer care we strive to achieve. Even your account is already canceled, we hope to have the opportunity in the future to rebuild the partnership we value so much. Regards, Tom/Digital Care. ..View less

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Brian Menendez, San Antonio, TX

On Feb 13, 2021

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Horrible!!!! Contractors steal your deposit and their customer service puts you on hold periodically and do nothing!!!!!!!!!!!!!!! Thieves!!! Do not use this company , they won’t fix anything ! They will keep stringing you along for as long as they can until you stop calling.

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Response
Home Warranty of America
On Feb 15, 2021

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

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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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Response
Home Warranty of America
On Jan 04, 2021

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

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Al
Al
On Jan 07, 2021

Response
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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Response
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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Response
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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Response
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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Response
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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Response
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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Response
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

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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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Response
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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Response
Home Warranty of America
On Sep 16, 2020

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

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