Reviews
This profile includes reviews for Home Warranty of the Midwest, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 197 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromGeorge V
Date: 09/15/2022
Claim #245636. I first contacted Home Warranty (HW) on 8/10/2022 via email to let them know my pool pump housing had cracked. I was instructed to call their office when the pool repair technician was on-site. When the tech arrived a couple of days later, I called HW. After being bounced around to three (3) different people and consistently being placed on long holds taking almost 45 minutes, the tech told HW rep that the pump housing was indeed cracked, could not be repaired or a replacement housing ordered as the model is no longer available. I sent the quote from the HW approved pool company to HW ($3,334.16), knowing that it exceeded the $1,000 max payment for a pool pump assembly unit, but figured I would have at that amount to defray the cost on a new pump system. HW refused, stating that it was in their rights due to the vague wording of the warranty agreement, to only offer $220 as compensation. Their supervisor 'Michael' found a pump housing for $88 on Amazon and sent me the link. After confronting Michael first via email, then over the phone about the absurdity of their offer, letting him know that the Amazon pump body he found was NOT the correct one and there was none to be found on Amazon or Ebay, and that the service call was almost as much their offer of $220, he reluctantly said he would increase the amount to $337.50. That was on 8/24/2022, and I have yet to even receive that amount. The pump has totally failed, yet they will not acknowledge anything. HW should send a check of $1,000. Service call $192.50, 2) labor to replace the pump was $510, 3) the pump, fittings, pvc tubing and taxes made up the balance of just over $2,600. HW doesn't care about stepping up, honoring their agreement and being responsible, doing the right thing. They only want to see what they can cheat the customer out of.
Home Warranty of the Midwest, Inc
Date: 11/18/2022
Thank you for contacting Home Warranty and allowing us to further explain your claim and our handling of said claim. We always appreciate customer input as we strive to make our warranty company number 1.
On August 11, 2022, You electronically filed a service request for your pool pump. This request from you states:
“It was identified this late afternoon that the pool pump assembly has cracked. As this is covered under our home warranty plan, please contact me with directions to have this confirmed and subsequently repaired/replaced as needed.”
On August 12, 2022, you had a technician in the home to diagnose the problem with your pool pump. The technician, while speaking with our service representative, stated that the housing was cracked near the suction port and could not be fixed. At no point in this conversation did the technician state to Home Warranty that the pump needed to be replaced.
Home Warranty Inc. service department researched the estimated cost of a housing unit for your pump at $337.50. This amount is based on the terms and condition of the agreement with Home Warranty Inc.
As of October 3, 2022, you submitted an invoice to us for the replacement of a pump motor, purchased on Amazon for $729.00. Home Warranty Inc. has issued reimbursement for our portion of the housing as promised and has issued $337.50 to assist in paying for your new motor.
Home Warranty Inc. has since closed this claim.Review fromCreston F
Date: 08/02/2022
They will use every loop hole to get out of helping their customers out. Numerous times, we were just told "we are not paying for any of that." This was after calling technicians under their recommendations. Rude, unhelpful, and unprofessional are words that come to my mind. I cannot wait to get rid of their "service." Even the technicians that came in rolled their eyes after hearing our warranty was home warranty. They told us that this was the only warranty they ever have issues over. When the technician called, he was on hold for about a total of an hour over a course of a 3 hours period.Home Warranty of the Midwest, Inc
Date: 08/05/2022
Home Warranty has reviewed all information in your file. You have paid $570 to have a home warranty. Your claims reviewed show Home Warranty has reimbursed for claims filed for a total of $1056.53. You have more than received your payment back in claim dollars and to date, have never had a denied claim. Home Warranty has also reviewed the phone calls made and the length of time each call entailed. At no time was your technician on hold for over an hour. In fact, there were a total of 6 phones calls with the technician for an aggregate time of **** minutes. This averages to 4.4 minutes per call, (including hold time) with your technician. We regret this does not meet with your expectations and are certainly available should you wish to discuss further.Review fromGeorge H
Date: 07/26/2022
Excellent process in handling my service review and claims.Assistance was there when I needed it.My thanks to the professional Staff.Home Warranty of the Midwest, Inc
Date: 07/28/2022
Thanks, ******! Appreciate the 5 star review!Review fromKaye Johnson
Date: 07/20/2022
We have only been in our house for 3 years. We have a plumbing issue that is causing the lines to back up. We have had NO problems for 2 1/2 years. The tech came out and the plumbing lines needed replacing because they were routed incorrectly. The Home warranty denied it saying they don't cover if it was installed incorrectly....It worked for 2 1/2 years....How was we suppose to know it was routed wrong. We are basically paying for a policy for nothing. They are going to find a way around paying major to be fixed. Don't waste your money.Home Warranty of the Midwest, Inc
Date: 07/25/2022
Based on what the technician found, pipe fittings had been done incorrectly from a previous remodel, a section was uncapped and raw sewage had been collecting under the home. Unfortunately, improper install does not fall within the scope of the warranty. Your best recourse would be to contact the plumber that remodeled and request remediation of the prior work completed.Kaye Johnson
Date: 07/26/2022
They weren't done incorrectly. We have been at this location for 3 years and it has worked for 2 1/2 years., If it were done incorrectly we would have had problems from the beginning. The tech said they weren't done up to his standards, therefore to prevent any further clogs the system needed to be completely redone. Just because plumbers run pipes differently doesn't mean is wrong. It was like that when we moved in and it passed inspection. We paid for a warranty in good faith that things will be covered as they arise. They will find away around paying for anything big.Review fromCody B
Date: 07/12/2022
Very hard to get ahold of when you need something taken care of. Was told something wasn't covered after realitor told us it would be. Had a crack in my furnace heat exchanger. Found it when I had a company come out to add an air conditioner. I do not recommend this companyHome Warranty of the Midwest, Inc
Date: 07/14/2022
***** we have reviewed your home inspection. Your heat exchanger was not examined by your home inspector nor was the unit tested for carbon monoxide emissions. In addition, the home inspector marked the inspection to recommend you have the unit examined by a HVAC technician. Since your furnace was not operating and you found the crack when you went to install your air conditioner, it means the unit came to you with a crack in it. Unfortunately, issues that pre-date the start date of your contract are considered pre-existing and are not eligible for coverage. You do have the right to cancel your contract if you are not satisfied and we will refund according to the provisions of your terms and conditions.Review fromKyle K
Date: 07/10/2022
Biggest rob job my wife and I have ever bought. They changed their rules while being a customer and didn't inform us, they won't authorize the full amount to cover repairs that should be covered. To top it off their preferred repair company they work with in our area is now refusing to do repairs due to our ac system being too old and our home warranty rep didn't offer to find another repair center, after inquiring we were told that wasn't am option. Just another scam company you take your chances with.Home Warranty of the Midwest, Inc
Date: 07/13/2022
****, we did inform you that your monthly plan would be moving to the 2022_23 version (notice sent by mail December 2021, and new payment amount began drafting January 2022). We authorized the amount needed to repair what had actually failed with your unit. You are welcome to have any service company you wish do the repair. We will not pay for the cost of a complete system replacement if all other components are in working order. With the amount of $1337 authorized on this last claim, we have paid out more money in claims on your contract that premiums paid in. You are welcome to call our office and speak with **** in Compliance if you feel any portion of your claim process was handled incorrectly.Review fromADRIYN T.
Date: 06/30/2022
Currently in the process with Home Warranty with a claim for my oven, so bare with me. They scheduled a local company (Omega Force) to come look at our oven. OF came out and diagnosed the issue, worked with Home Warranty, and said the quote was ~$1165. Home Warranty told me I should know by the end of the week on their decision on the claim. End of the week comes and nothing. I call again to check on it and I get told the person working the claim will call me, nope that didn't happen. Another week later and nothing. Meanwhile OF has called me a few times asking if I've heard from them yet, very professional and wanting to fix my issue. Now 2.5 weeks from making the claim OF called and said HW will only cover $576 (<50% of the cost), which doesn't even over the cost of parts.50%? That's not in the contract. So I contacted HW to figure this out.Today was the icing on the cake. I called, no luck, had to wait for the person (*** or ***?) in charge of our claim to call me back, to which his only response was to read word-for-word off the contract Coverage #2 and state that "sometimes" they don't fix the problem and only pay a portion to get it fixed... this is NOT the point of purchasing a home warranty. The generic answer wasn't even the bad part, this man had an attitude as soon as I answered the phone and was the rudest customer service rep I have ever spoken with over the phone. I asked him for the part numbers to see if I could look them up and order them myself since they are not willing to pay for someone to install or repair the oven, his response was, "You have the oven & serial numbers, look them up yourself." Unexplainably rude & unprofessional. I DO NOT recommend this Home Warranty company to anyone out there looking. They are not willing to help actually fix anything in your home (this is our 2nd issue since we purchased) and prefer to get by with the smallest amount to payout.Home Warranty of the Midwest, Inc
Date: 07/01/2022
Adriyn, our rep for your area will be reaching out to you directly to resolve.ADRIYN T.
Date: 07/20/2022
The local rep reached out the same day as their response here. He was very pleasant to deal with and explained the reasoning behind the coverage price difference. It took some time but we were able to work everything out and I have a much better opinion on the company now.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.