Complaint Review: Home Warranty of America

Hot water Slab Leak. Home Warranty of America (referred to as HWA) was contacted. They sent out a company who identified our problem as a slab leak (I believe it was Acme Plumbing) - they don't do that type of work. HWA then sent out another plumber Benjamin Franklin Plumbing. They tore the wallboard under the water heater, drilled a hole in the wallboard in the master bath and gave us an estimate of $11,200 for a complete water reroute and would be back the next day to start the job. In the meantime we were advised by HWA that Benjamin Franklin was no longer a contractor for their company, they apologized for not removing Benjamin Franklin Plumbing from their system and advised that they could look for another company or that we could find our own plumber, have them give an estimate and call them back - we complied and found Jeannie Hall Plumbing & Drain.

An estimate was written #0556. When the bill was submitted HWA didn't think it was detailed enough and asked for a re-written estimate, we complied and That bill was for $600 which was supposed to be reimbursed to us. HWA wanted to know what needed to be done in a phone conversation after the diagnosis, it was stated that we needed a hot water reroute and they said that was fine, have the job done and send the billing in for reimbursement, this was confirmed by two separate employees of HWA- never mentioning that a water reroute was not covered in their contract - verbal authorization was given to us because it wasn't a complete water reroute. The work was performed. The billing was written and paid and we were told there was not a problem for reimbursement just email the invoices, we complied and verified they received the invoices and we were told they would have a check sent out in 3-4 weeks.

In between time HWA contacted my plumber and inquired regarding the repairs. They wanted to know Repair costs ($1200) minus access ($150), Drywall repair ($425) minus texture ($50) and the cost of materials ($223.44) which was a total of $1648.44 in customer reimbursements. Our plumber advised after speaking with HWA that my cost out of pocket should be approximately $200. HWA never contacted us even though they said they called and emailed. We contacted HWA 10-3-2020 wondering where our reimbursement was and at this time we were told we would have a check $750, not the $1648.44 (repair) plus $600 (diagnosis) expected from their verbal authorization.

I would like to have this company investigated for Insurance Fraud and receive the reimbursements that were verbally approved per HWA representatives to both myself and my plumber