Anonymous
map-marker Louisburg, North Carolina

Not happy with all the services. Trying to reach an American that is not our of the country

I was supposed to be receiving a check this past week for a payout and never received it; Not happy with service. Trying to reach Miguel a supervisor in IL and unable to contact him.
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1 comment
HWACares

Good afternoon. We apologize for the delay in receiving your cash-out check.

If there are any remaining questions or concerns regarding the claim you referenced in your review, please do not hesitate to contact us so that we may take a closer look for you. Please reach out to our Live Chat team https://www.hwahomewarranty.com/ or Social Media support https://www.facebook.com/HWAHomeWarranty at your earliest convenience to proceed forward with assistance.

Thank you. - HWA Digital Care

Anonymous

HWA Doesn’t pay contractors

If your claim ever gets approved and a service contractor comes out to

Make actual repairs, HWA has a policy of giving authorization to make the repairs, but then they only partially pay the contractor for the parts and labor, NOT the amount their authorization department authorized. So the authorization is bogus, just to get the contractor to perform the job.

Once the bill is submitted for payment to HWA by the service company, that’s when the cost control department at HWA slashes the price that was already authorized—regardless of what they promised. That practice makes the repair people extremely wary of working for HWA, and especially getting the job done in a timely manner. On one such HVAC claim, our company had approval from HWA for us to provide a special order part and install it. An authorization number for the amount of the part and labor was obtained.

Once the special order part was received and installed, we submitted the bill to HWA for the authorized amount, only to get a phone call weeks later stating that they were reviewing the bill and the amount and would only pay half. Why have an authorization process, if you aren’t going to pay for the authorized amount?

Special order parts, and shipping costs were not taken into consideration, only what they wanted to pay. Good luck finding a contractor willing to work under those circumstances.

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3 comments
Guest

Same here. I'm the owner of an appliance repair service in NE Ga and HWA has ignored multiple calls,voicemails, emails, texts.

My territory manager has never answered the phone. I've had the authorization dept. reach out to the accounting dept., and even they can't get hold of them. This is insane.

I'm currently on old with the authorization dept.

as I write this as they are the only ones to answer the phone. It's starting to look like legal action might be some incentive for them ...

HWACares

We certainly appreciate your firsthand feedback regarding your experiences with HWA. Should you wish to discuss payment and coverage options, you may contact your account manager or vendor relations rep directly for assistance.

Wendie Iux
reply icon Replying to comment of HWACares

I work with HWA and the account managers and vendor relations never answer the phone, return calls or reply to emails. I have been trying to contact them for a while for a claim that never got paid and they never answer the phone or return my calls.

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Daniah Nel
map-marker Salt Lake City, Utah

Update pymt method

I need to update my payment method please call me at 623-204-****
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1 comment
DirectEnergyHelp

We are so sorry for the delay in response. All payment information can updated online through your customer portal at www.hwahomewarranty.com or you can call us directly at 888-492-****. Thanks!

Nick A Ztq

Warranty Authorization Slow Play

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We've been waiting 5 days for authorization from HWA. Its 100 degree's in Texas, we have our AC guy reading and waiting to install the part which he has and HWA are slow playing. I've called 5 times, our AC technician has called. Each time we're told that its been moved to management. I've had 3 different stories. The last 2 were that they had already authorized so much that they had met quota and couldn't authorize anything else until Monday. (That is not your customer's problem) . I was subsequently told today by them that there's a modification needed on the part to get it up to code and so they have to think about that before authorizing (I'm going to check this with our AC guy). On each of my 5 calls the rep said they would call back by the end of the day with an update. Not once have they done that. I saw that HWA have 1400 1 star reviews on BBB today. I'm not at all surprised.
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Cons:
  • Poor customer service
  • Convoluted and false contract
  • Denial excuses
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
HWACares

Thanks for sharing your experience with us. We want you to feel comfortable sharing good or bad news.

We're so sorry that your experience with us fell short of expectations. Unfortunately, we are unable to give an exact time frame for each claim since it may vary on multiple factors such as: vendor availability, the diagnosed issue and potential need of parts and/or replacement orders, however, we strive to ensure that we get our homeowners' units up and running again as quickly as possible. Regarding coverage, once a claim is submitted, HWA reserves the right to assign a vendor to service the claim. A technician will come out to officially diagnosis the problem.

The coverage will be based on the technician's diagnosis, recommended solution and the contract terms.

Unfortunately, not all claims can be (completely) covered per the contract's exclusions. Should there be any additional out of pocket expenses such as modifications or items not covered by the warranty, this will be discussed with you prior to any repairs or replacements.

Jamieson Jhg
reply icon Replying to comment of HWACares

It has now been 16 days since we filed the claim and we are still waiting for authorization. I have been told on 3 occasions that 'management' would authorize within 24 hours and i would be called and notified.

It has not been authorized and i have not been called back, once. You have used several methods to try and slow this down, including claiming you needed more information from the technician on 3 occasions and needing to review prices internally. The technician is as frustrated with your company as I am at this point as he wants to finish the work.

I have now reached the point that I am reviewing your contract with a lawyer and looking to file a suit in small claims court. What a waste of time and money for everyone.

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Hannah Cpq

Horrible customer service

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My refrigerator has been out for over a month now. I could not get HWA to assign a provider in my area and when they did locate one — it was going to be 2 1/2 weeks before they could come out. I called HWA with a provider that was available but not until 4 days after the refrigerator went out and HWA was not willing to assign the provider at first. After the provider came out three times and tried two different parts — they deemed it unrepairable. HWA then made me do all the work with gathering the documentation from the provider before they would deem it unrepairable. They then took an additional 4 days to come back with a replacement or buy-out option. I choose the buy-out option. That was last Monday. I choose to get the money via my email — which they stated it would take 3-5 business days to receive. I still have nothing. I called HWA today and they told me that the initial email came back to them via email, however they had my correct email address because I had been receiving HWA emails about my claim being closed and wanting a survey to be completed. HWA is now telling me that it will an additional 3-5 business days for me to receive the tango card via my email with the buy-out amount for my refrigerator. However, I called HWA back and was told that the customer service rep did not send the information to tango last Sunday, which is when I was told that. The customer service reps are lying to make themselves look better rather than actually doing their jobs. I am extremely frustrated and would NEVER recommend HWA to anyone. The customer service reps do not want to take responsibility and act as though there is no one to hold them accountable — you can never get in contact with a manager or someone who can truly escalate the situation. HWA is the worst warranty company and I would never purchase their services. I also will be the first person to tell everyone to not use HWA. I want someone with HWA to be held accountable for their lack of customer service and unwilling to provide me with compensation for the lack of motivation or willingness to do their jobs. I will be going on two months by the time I actually receive the buy-out tango card information and get a new refrigerator delivered.
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Loss:
$300
Cons:
  • Poor customer service & refusal to remedy the problem
  • That they actuall can get away with this
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
HWACares

Good Morning, Thank you for this review based on your firsthand experiences with our company. We sincerely apologize for the frustration and inconvenience caused by the experience and we want to make sure that all your concerns are addressed.

Regarding coverage, once a claim is submitted, HWA reserves the right to assign a vendor to service the claim. A technician will come out to officially diagnosis the problem. The coverage will be based on the technician's diagnosis, recommended solution and the contract terms. There are instances when we do not have an available vendor in the area and we offer the homeowner the ability to secure their own vendor to service the claim.

The vendor must call into our authorizations department prior to any repairs being completed. The homeowner is held responsible for all upfront costs to the vendor and may be reimbursed at HWA costs which may be less than retail costs in addition to the trade call fee should the claim be covered with a paid invoice. Reimbursements may be issued in the form of a check within 2-3 weeks or a Tango card within 3-5 business days via email once calculated and accepted by the homeowner. In the event of a Holiday, these time frames may be delayed and we apologize if this information was not thoroughly explained.

Please do not hesitate to reach out to us via live chat or phone for further assistance. Thank you and have an amazing day!

Josh S Btp

The worst

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The company sent their preferred vendor; the preferred vendor left without fixing the problem. Got permission to use my vendor. They have denied the claim because their vendor incorrectly wired the thermostat.

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Loss:
$1600
Cons:
  • False promises and bad customer service from hwa
Reason of review:
Poor customer service
1 comment
Guest

I have had the same experience. Their vendor incorrectly installed AC unit.

They kept sending the same vendor out (they couldn’t figure out what was wrong). The unit finally died. There was no vendor in my area so I had to find my own. They discovered the problem was incorrect installation.

At first HWA said they didn’t cover that at all. I got them to agree that it should be covered but almost 3 months later, they have only offered to pay $900 of a $2400 bill. (Because I used my own vendor). They won’t return my calls or emails.

My next step, State Attorney General, the Better Business Bureau and my Attorney.

This is clearly a breach of contract. We need to all go after them.

Anonymous
map-marker Los Angeles, California

Horrific

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Warning We are now on day 10 waiting for our AC to be replaced while living in a house without AC. By the way we live in ARIZONA! They keep talking in circles and saying “We Have expedited your case and it will be 24-48 hours.” They Have called us 1 time in 10 days. I asked them if they are stalling in hopes that we, myself, our child, husband and pets die off and was told “We will hat back to you in 24-48 hours.” We have asked for a supervisor and have always been told “We don’t have a supervisor.” When asked if I could talk to ANYONE in charge I was told “No.” As I write this my husband is contacting local News Channel 15 “Let Joe Know” to ask for his help and to make what is happening to us public to everyone so it doesn’t happen to them. We also want to make sure others read that we have been living in 110-116 degree heat and if we or one of us ends up hospitalized or dead- you heard about this company.
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3 comments
Jamieson Jhg

Interested to see if this has been resolved yet. Ours went out 10 days after yours.

We're in Texas so also very hot.

I've spoken to them 16 times, having been given the 24/48 hours line, the waiting on management to authorize line, and many others. If it has been fixed i'd like to know to give me some hope.

Guest

Why is it that you seem to think that YOU are the ONLY living human being who has had their AC go out? Repair people are on calls already to those customers who have already called.

YOU seem to think that because YOU are hot and uncomfortable that YOU have some secret right to be served immediately. Real life isn’t the fantasy or television or what’s in your head. Real life is there are MANY people who have had their AC go out on them BEFORE YOU EVER CALLED!! They are not robots, they are human beings doing a very hot and thankless job.

YOU need to be patient. You need to be smarter. Go get a few box fans from Walmart and sthu! You will have someone there as soon as they can.

You could always pay for it yourself you know. Instead of trying to get a warranty job done in the heat of summer. Then you would have a worker there super fast. But ppl like you seem to think that YOU are somehow magically better then everyone else.

Warranty work pays NOTHING!! It normally doesn’t even pay for parts.

You are getting mad because YOU CHOSE to try and get frebbie work done during the hottest time of the year. And when YOUR expectations aren’t met you go online and bash them because YOU want warranty work done: They probably can’t get anyone to do your cheap job right now as PAYING CUSTOMERS will ALWAYS come before warranty work.

HWACares

We are so sorry to hear about the timing of your AC claim and fully understand that in the heat of the summer, going without AC can be very inconvenient and frustrating. Unfortunately, we are unable to give an exact time frame for each claim since it may vary on multiple factors such as: vendor availability, the diagnosed issue and potential need of parts and/or replacement orders, however, we strive to ensure that we get our homeowners' units up and running again as quickly as possible.

We would like to look further into this to see if we can assist in a resolution.

Please email us at digitalcare@hwahomewarranty.com with your claim number, full name and service address for assistance. We look forward to hearing from you!

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Nadine M Fwj

Promised to Refund and Did Not

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They pre-charge you for the service. In my case they sent the wrong company over who told me they were not allowed to work on it. I made several calls to HWA and finally one day after a 45 min call (mostly waiting) the supervisor CY told me they would issue a refund to me and gave me a confirmation number. I was told I'd see the credit in 3-5 days. This didn't happen.
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Loss:
$134
Cons:
  • Poor customer service
  • Entire experience with a claim
  • Refusal to remedy the problem
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Faiye A

A/C Unit broken almost 4 weeks

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Right before Memorial weekend our A/C fan stop working. Called the home warranty they started the claim.

The company they gave us didn’t service our area so we didn’t receive a new number until the following week after Memorial Day.

New company schedules to come out for a repair. They looked at the unit and told us nothing could be done unit needs to replaced. We called HWA after getting the diagnosis from the contractor they sent to us. We’ve called every day for now 4 weeks asking for updates on when the unit could get replaced.

As we have a new born baby at home and it’s summer. Nothing has been done but consistent run around regarding waiting for approval or contractor to send information for comparison. Meanwhile we’re at home only living in certain places in our home as the heat rises.

The size of our home portable units aren’t cooling well as a temporary solution. This poor customer service and borderline becoming breach of contract.

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2 comments
HWACares

Good Morning! We are so sorry to hear about the timing of your AC claim and fully understand that in the heat of the summer, going without AC can be very inconvenient and frustrating.

We would like to look further into this to see if we can assist in a resolution.

Please email us at digitalcare@hwahomewarranty.com with your claim number, full name, service address, phone number and email associated with the contract for assistance. Thank you and we look forward to hearing from you!

Faiye A
reply icon Replying to comment of HWACares

Hello, I’m going to send the information today. We’ve recently reported this HWAPresident@***.com as suggested by BBB.

And submitted a complaint to BBB.

Hopefully we’re able to get the process started for the replacement soon. Again we’ve tried talking to HWA for weeks now to get a resolution before making negative comments.

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Anonymous

Fraudulent company

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We’ve had several issues with this company mainly surrounding issues with our A/C. In September of 2018 HWA authorized a contractor to come repair our AC unit. That contractor started the job and never finished and here we are almost a year later and our AC is still out. They stated that this is not covered under normal ware and tear. That’s bs! How can that be when the contractor never completed the job. They are trying to state that we tampered with the ac. They are also trying to state that we never gave them the authorization to complete the job. Thank also doesn’t make sense! Why would we not authorize them to finish the job. We live in California and where temperatures has reached up to 104 degrees already this year. In June they finally sent out a new contractor who came in took pictures and left without doing a thing stating the ac was tampered with. Well the ac was left the same way the last contractor left it. Note that the last contractor no longer does business with HWA. I wonder why? It’s now July and we are still trying to get our AC repaired! They promise to return our calls and never do. We continue to call them back and we are put on hold for long periods of time. We’ve talked to several managers who never call back as they promised. We just sent an email to the president of the company and now waiting to hear back. I’ve use home warranty companies in the past and this has been the worst experience ever!
View full review
Loss:
$5700
Cons:
  • Entire experience with a claim
Reason of review:
All of the above

Preferred solution: Deliver product or service ordered

1 comment
HWACares

We apologize for the service you have received was less than exceptional. We would like to look further into this incident to see if we can assist in a resolution. Please email us at digitalcare@hwahomewarranty.com with your claim number, full name, service address, phone number and email associated with the contract.

Anonymous
map-marker Marrero, Louisiana

Ac units

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I have been having the same problem like every one else with the ac unit not replacing back and forth etc this situation is very depressing and unjust why this company is in business lts a fruad
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Anonymous
map-marker Pomona, California

Not a honest company.

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Not a honest company. I filed a claim regarding my home oven with HWA home warranty back on 6-10-2019. My repair was assigned to AAR Inc. Almost 3 month from my original claim, my oven is still not being fixed. This weeks and last week I have called, emailed HWA home warranty and every time they said will have authorization team and manager team to call me back on how and when would they get my oven fixed, but the call has never ever happened.
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Anonymous
map-marker Florissant, Missouri

Terrible

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My sister renewed her plan only because her 1st year in her new homw was great. However this year has been terrible she been calling about her pool for over 48 days. They keep telling her that they Todd is trying to reach her. I just listen to her talking with them on the phone for over 50 minutes.
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Reason of review:
Bad quality
1 comment
HWACares

Good Morning! We apologize for the service you have received was less than exceptional.

We would like to look further into this to see if we can assist in a resolution. Please email us at digitalcare@hwahomewarranty.com with the claim number, full name, service address, phone number and email associated with the contract.

Ronald S Gft

Dissatisfied customer

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Had a claim on ceiling fan. Took from Febuary to May to get a Tech. out. He want to charge $360 plus the warrenty $60 fee. So I called Hwa to get nothing but a run around. Had to go buy new fan. Now I have a Stove that wont heat up with 16 people in the home. Setup 2 appts. Through Hwa with Sears. Yesterday and today waited all morning for Tech. No show! Called Sears no openings! Called Hwa they could not get any appt. Set. Seems no one wants to service through Hwa out of the main City. Paid $370 for what? Nothing! What a Scam and Con game!
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1 comment
HWACares

We apologize for the service you have received was less than exceptional. We would like to look further into this to see if we can assist in a resolution.

Please email us at digitalcare@hwahomewarranty.com with your claim number, full name, service address, phone number and email associated with the contract. We look forward to hearing from you!

Anonymous

One word.....HORRIBLE

I have been going back and forth with this company for OVER a MONTH and a HALF! Two trips to fix the dishwasher, its still not fixed and they cant find a plumber in my area to fix the plumbing issue and lastly I still haven't had anyone look at my in cabinet microwave that is glitching! This company is absolutely horrific! I have spent over 5 hours week on the phone with this company since 06/05/2019!!! I have given them names of contractors in my area, they wont work for this company and I understand why, now! HORRIBLE HORRIBLE Customer Service from everyone down to the "supervisors" that only have two options of which don't work!!!!
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1 comment
HWACares

Good Morning! We apologize for the service you have received was less than exceptional.

We would like to look further into this incident to see if we can assist in a resolution.

Please email us at digitalcare@hwahomewarranty.com with your claim number, full name, service address, phone number and email associated with the contract. We look forward to hearing from you!