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Home Warranty of America Review


ConsumersAdvocate.org Rating: 2 / 5 (Poor)
147 Customer Comments & Reviews - see all comments
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Home Warranty of America, Inc. is a home and appliance insurance provider headquartered in Lincolnshire, Illinois.

With over 20 years of experience in the business, the company offers quick, innovative, and affordable solutions through their 13-month Home Warranty plans and energy saving options.

The company currently holds a B rating with the Better Business Bureau.
 
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How is Home Warranty of America rated?

Breakdown

0.0/5
Transparency
3.0/5
Claims Processing
3.5/5
Coverage Options
0.0/5
Additional Benefits
3.5/5
Customer Experience

Overall Rating: 2 / 5 (Poor)

Home Warranty of America offers comprehensive home warranty plans that cover more than most other basic plans.

Although their annual premiums and call service fees are on the higher end, when compared to similar offers, the company does provide excellent additional coverage such as the GreenPlus option, which replaces old systems and appliances with high-efficiency models.

With extensive coverages, fitting prices, a flexible cancellation policy, and 24/7 claims processing, Home Warranty of America provides everything a discerning customer could wish for.

Coverage

Key Facts

Plan Types
Combo Plan
Build Your Own
Benefit Limit Type
Per Item
Per Term
Term Benefit Limit
$1,000
Typical Appliance Benefit Limit
$1,000
Typical Systems Benefit Limit
$1,000

Coverage Options - 3.5 / 5

Home Warranty of America offers two plans, the Premier and Premier Plus, which include coverage for over 30 items traditionally not covered under basic home warranty plans.

The company also provides optional coverage for secondary appliances, saltwater equipment, and even primary and secondary pools or spas.

Besides offering a remarkably extensive coverage, HWA also has a GreenPlus plan that allows customers to replace their covered systems or appliances with Energy Star-qualified products.

This last option is available for $5.77 a month or $75 a year, which delivers excellent value, considering the amount of water and electricity customers can save using high-efficiency models.

What does Home Warranty of America cover?

Covered Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heater
  • Instant Hot/Cold Water Dispenser
  • Central Vacuums
  • Smoke Detectors
  • Doorbells
  • Ceiling Fans
  • Ductwork
  • Sump Pump

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwaves
  • Freestanding Ice Makers
  • Built-In Trash Compactors
  • Garbage Disposal
  • Stand Alone Freezer

Exclusions

For a full list of Home Warranty of America exclusions, check out this page.

Specialty Items

  • Pool/Spa
  • Well Pump
  • Septic
  • Roof Leaks

Contract & Price

Contract Details

Annual Premium
Starting at $580
Minimum Contract Length
13 month(s)
Home Inspection Required for Contract?
No

Contract & Price - 3 / 5

Premiums with Home Warranty of America vary by state, but are generally around $580 a year for their Premier plan, and $695 a year for Premier Plus.

Although their annual premiums are on the higher end in comparison with their competitors, they are still within a reasonable range.

HWA's plans provide coverage for 13 months, and can be cancelled at any time within the first 30 days of coverage, yet a cancellation fee of 10%, no less than $30, will be deducted from the payment, plus any service fees.

Those who wish to cancel after the first 30 days are able to do so but will receive a pro-rata refund of the amount paid for the unexpired term, minus service fees and the 10% cancellation fee.

Sample Contract

Home Warranty of America provides a sample contract for potential customers on its website: Home Warranty of America Sample Contract

Cancellation Policy

You may cancel this Contract at any time.

HWA may only cancel this Contract due to Your non-payment, fraud, material misrepresentation or breach of this Contract.

In addition, HWA may be required to cancel this Contract as a result of a decision or order of a governmental body or a change in laws or regulations.

If either You or HWA cancel this Contract within thirty (30) days from the Contract Start Date set forth on Your Coverage Letter and You have not received any Service, You are entitled to a full refund of the amount paid by You under this Contract less a cancellation fee of the lesser of $30 or 10% of the Contract fee (unless otherwise required by state law).

If You have not received any Service and either You or HWA cancels this Contract after thirty (30) days from the Contract Start Date, You are entitled to a pro rata refund of the amount paid by You for the unexpired term, less a cancellation fee of the lesser or $30 or 10% of the Contract fee (unless otherwise required by state law).

If You have paid in full for the term and You cancel this Contract before the end of the term and You have received Service, You shall be entitled to a pro rata refund of the amount paid by You for the unexpired term less a cancellation fee of the lesser of $30 or 10% of the Contract fee (unless otherwise required by state law) and less any actual Service costs incurred by HWA.

If You are enrolled in a monthly payment plan and You cancel this Contract before the end of the term and You have received Service, then You will be responsible for the cancellation fee of the lesser of $30 or 10% of the Contract fee (unless otherwise required by state law) and the lesser of the costs incurred by HWA or the balance due under this Contract.

Claims & Service

Claims

Maintenance Records Required for Service?
No
24/7 Claims Department?
Waiting Period
30 days

Contractors & Service

Contractor Selection
In-Network Only
Service Recall Period
30 days

Claims Processing - 3 / 5

Home Warranty of America charges different service fees for each plan, between $60-$100.

Though they have a standard 30-day waiting period before the coverage can begin, maintenance records aren't necessary to receive service.

HWA states they are not responsible for routine maintenance of systems, appliances, or components.

Clients who want those items to remain in working order will have to service themselves.

Two excellent things about this company is that they offer 24/7 claims processing and though they require authorization for contractors before providing services, these don't necessarily have to be from their network.

Home Warranty of America Reputation

Company Details

Year Founded
1996
NHSCA Membership
Number of Employees
201-500
BBB Rating
B
BBB Positive Reviews
4
BBB Neutral Reviews
7
BBB Negative Reviews
189

Reputation - 4.5 / 5

Home Warranty of America is accredited by the Better Business Bureau and holds a B rating with a composite score of 2.87 out of 5 stars, based on 223 customer reviews.

However, the company does have more negative reviews than positive ones and has received a substantial number of complaints, which is in line with general trends in the industry.

Home Warranty of America is a member of the National Home Service Contract Association.

Contact & Additional Information

Homepage URL
https://www.hwahomewarranty.com/
Company Phone
(888) 492-7359
Headquarters Address
1351 Abbott Ct, Buffalo Grove, IL, 60089
Year Founded
1996

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147 Customer Comments & Reviews

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E
Eleanor S
9/2/2020
We plan to cancel our plan. The three in-network plumbing contractors sent out for a small plumbing problem have been incompetent/inexperienced and also inept and clueless with homeowners. The claims representatives are polite but also clueless and communication is very difficult because of static and other problems on the phone lines from India. The whole experience seems designed to provide as little service for as long as possible while still extracting more money from us (in addition to the $600 we have already paid) and not solving any of the problem.

W
William B
8/11/2020
VERY POOR CUSTOMER SERVICE AND REMEDIATION PROCESS 8/3: - Contacted HWA with diagnosis - HWA informed me I had to use their technician “Assured Appliances” 8/5: - After 3 hours of waiting I called Assured Appliances who stated they WOULD NOT service my dryer due to previous trouble shooting - Contacted HWA who allowed me to use my own contractor 8/7: - Contractor price to repair was $965 - Parts no longer available as dryer is discontinued - Called HWA who said purchasing would review and contact me WITHIN 48 HOURS 8/11: - I contacted HWA spoke first with Katy - Was informed the dryer cannot be replaced due to COVID restriction - Was told I would only receive $654 for... Read More

E
Ebony S
8/10/2020
This companies customer service department is a joke. I've called in multiples times requesting an update on my claim each time I call its a different excuse on why the washer machine hasn't been ordered.  My last straw was when the rep explained today 8/10/20  the washer machine was discontinued and on backorder. But this wasn't the same update I received on Thursday 8/6/20. I was advised the washer had been ordered and I would receive a follow-up email with the delivery date in 48 hours. I did not receive an update via email as promised. If the washer was on backorder the company should have reached out to me explaining this. They also should have apologized for the misunderstanding and... Read More

jlsears2016
8/3/2020
They are absolutely horrible! They have no customer service, the "concierge" line is a joke, and they do not care one bit about their customers. Without air for going on 4 weeks and they are still dropping the ball on getting the repairs done. DO NOT WASTE YOUR MONEY, THIS PLACE IS HORRIBLE! They do not communicate with each other by anything other than email so you can not get any answers in a reasonable time. They do not read any notes from previous reps, they are all extremely unprofessional. They have dropped the ball & lied to us over over 5 times on this one claim alone! They will not let you speak to anyone above them & the executives do not respond to emails either. This is entire... Read More

P
Phylis A
7/20/2020
Filed claim June 10. First AC provider they assigned to me called and said he could not get to me and to find someone else. After a few days the company provided another name. That person came and said unit was dead and could not be repaired. He filed report on June 23. Have contacted company two or three times -- appears claim kept "falling through the cracks." Finally on July 8 I got a decision from them and requested a buyout payment. Today is the 20th. No check. I cannot move without AC and the delay is adding expenses to my move. What can I do to move things forward?

bill.stout57
7/8/2020
I did not have a problem with them until after I sold my house and cancelled my contract (after 8 years of service). I sold my house in November of 2019. I cancelled my contract at the end of October 2019. After my house was closed - they billed me my November payment I called and received a credit in December 2019. All seemed well... February 20, 2020 - they drafted my account for a payment. I called several times. sometime in April I was told that their payment system was broken and they could not put the funds back into my account. So - they sent me a check - TO THE ADDRESS OF THE HOUSE I SOLD 6 MONTHS PRIOR!!!! well, I moved out of state so could not just go by. They cancelled that... Read More

Christopher W
7/1/2020
“We care deeply about our customers and their home repair issues.” This quote comes from the HWA website. Don’t believe it. They don’t care, even when a customer has been with them for nearly 10 years and used his warranty sparingly. Here was my experience: On May 24, I contacted HWA about a refrigerator repair. I have a warranty. A service provider came June 1 and said he would need to come back. The soonest he could come was June 8. On June 8, he said what needed to be done and that he would contact HWA and they would contact me in a day or two. They never did. I called customer service, and they said another service provider would need to come out. During the two weeks I was dealing... Read More

Brenda L
6/23/2020
Your company is not customer friendly. You are not located in the United States but expect to have loyalty from your customers. I have paid my monthly payment of $49.99 every month, directly from my bank account . When I called for service June 1 I got a referral that would not accept your request for service . I was then assigned another vendor , again they would not authorize service due to lack of payment for their services. Finally a vendor accepted the service call request but your “customer service specialists” would not authorize the service request due to the fact that I cancelled my contract on June 12th. Even though the initial request was started before I cancelled my contract.... Read More

B
Brittany A
6/13/2020
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... Read More

M
Mindy F
6/1/2020
I have had HWA for 5 years. No problems in replacing fridge and dishwasher or sending out companies for service calls. In April my HVAC unit broke (25 years old, the parts are no longer made and cannot be found on Ebay) and now about six weeks later...no progress. I have a great vendor who has supplied all of the information requested. I have been calling 2-3 times a week for 5 weeks. You are calling an overseas call center. First the claim was in authorization, now it is in purchasing. "Purchasing is still reviewing" "No, you cannot wait to speak with a supervisor." "If you want to leave a message for a supervisor, it will be 2-3 days before they will return your call".... Read More

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  • No home inspections required
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