Home Warranty of America

Complaint: [redacted] I am rejecting this response because: The requirement that I replace the internal unit PRIOR to the external unit being replaced was not addressed until I received a call from the office of the president of HWA on 2/23/18, only AFTER I filed a complaint with the Revdex.comI was told numerous times by customer service at HWA that the external unit would be replaced, but the internal wouldn'tThat was allOn numerous occasions, I asked why they were willing to replace a portion of a system knowing the baunit would not communicate if it was, because that made absolutely no sense to me, and HWA's customer service told me because "that's what your policy covers"They never clearly expressed that I needed to replace the internal unit FIRSTI was lead to believe that they were not interested in whether the whole system would work, just that they would replace the broken partHWA didn't even contact the manufacturer to confirm the units wouldn't communicate until I prompted them to do soI have spent over a month in the dead of winter calling HWA on 20+ occasions, and HWA has done nothing to ensure the appropriate steps be taken to triage this claim in an efficient and timely mannerWhenever I called or was called back by a manager, the representation from HWA knew no information about my claim, and I repeatedly had to update them (even though every phone call was documented by HWA) on where things stood and was never given any resolution/solutionThe main issues of concern that are not being taken into consideration are as follows: The warranty contract (WHICH I NEVER WAS GIVEN A COPY OF PRIOR TO PURCHANSING THIS POLICY and still to date have not received) contains fine print that no consumer would understand (information which one of HWA's employee customer service agents even admitted to me he also did not understand)The warranty falsely advertises that they cover "pre-existing conditions" and "heating systems"The word "system" is defined as 'a set of connected things or parts forming a complex whole'HWA should be replacing the system as promised in their advertising(Of note, I was also convinced to buy additional coverage (over $200) the day I filed the initial claims (in total), which I was assured would now cover everything after days.) The HVAC technician recommended by HWA did not fully inspect the internal unit when they were at my home assessing the external unitThey internal unit "appeared to be running" and HWA considers that a sufficiently functioning heat systemMy partner and I have a neutral party HVAC company that specializes in our particular heating system (not referred by HWA) scheduled to come and assess the auxiliary heating unit tomorrow (2/27/18)We will be forwarding their findings along to HWA's claim department(In a separate claim we filed with HWA, we found out the electrician they referred us never pulled the appropriate permits needed to fix what they did, and now the town is getting involved and plans to come inspect our homeHWA does not make sure the workers they recommend follow necessary regulations to do the work they do which is very unsettling from a consumer standpoint.)The communication skills on HWA's behalf are severely lackingBased on my review of their response to this complaint, their documentation does not accurately reflect the correspondence actually occurring between the consumer and their representativesTheir customer service representatives do not accurately explain the coverage consumers are being provided or why coverage is being denied, which prevents the consumer from having adequate information to proceed with measures on their end in a timely fashionMy heating bill for January was $because the current heating system is dysfunctional and I have been waiting for updates from HWAIt is my belief that HWA has no interest in doing their due diligence, and I feel like the burden has been and still is entirely on me as a consumer throughout this process to figure out the appropriate steps that should be taken in regards to repairing my heating systemRegardless of what HWA's transcript document claim was discussed, I would suggest the president's office review the recorded conversations that took place throughout my correspondence with HWAIt will be VERY apparent where their company was lacking and why I am escalating this concerning matterConsumers deserve better than thisI am currently in the process of acquiring legal council to assist me in dealing with HWA moving forward Sincerely, Arielle [redacted]

August 16, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AZ- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response On May 2, 2016, the customer ordered a month warranty with our company at a cost of $ On June 2, 2017, the contract expired On July 10, 2017, the customer renewed the contract with a lapse Less than three days later, the customer reported an air conditioning failure with one of their two unitsWe assigned a technician to diagnose the failure, and per their diagnosis determined that the failure would not have occurred within such a short period of time We received the customer’s complaint, reviewed the issue, called them to discuss the review, and they have not called us back We are waiting for their return call Sincerely, [redacted] Office of the President

August 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] GA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and provide the following response Per the diagnosis received from the technician, we replaced the customer’s HVAC Condenser, between August 8, and August 12, On August 12, 2016, the customer advised that the unit was not cooling Per our contract section III.F: “If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of days on parts and days on labor.” We assigned the technician to go back, as the repair was currently under their warranty for parts and labor, and were advised they could do so the following day On August 15, 2016, the customer called stating they did not show up, and she called her own technician and wants reimbursement Per our contract III.D: “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.” We did not assign ‘Coolray’ to perform a repair, nor did we approve them to do so The customer did so, outside of our warranty, as well as the initial technicians warranty on the installation Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 15, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] ID- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and have approved the repair Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 26, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] MO- Dear Ms [redacted] : The verification the customer is referring to, stated the unit should have been replaced six months before the contract went into effectSo, the ‘shady business practices’ the customer is mentioning are on their part, and not ours We are taking his request made here, and processing his cancellation Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

May 19, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] PA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and this issue was resolved with the customer the date the complaint was filed Sincerely, [redacted] DE Services HWA Claims Handling Manager

February 6, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OH- [redacted] Dear Ms [redacted] : We have reviewed the customer’s complaint, and the replacement of the system has been completed At the time of the January 23, 2017, diagnosis, we were requesting replacement costs and approved them when they were provided Sincerely, [redacted] Escalated Special Handling

although we did reach a action, I do not feel it was the amount of work needed for the repairmy out of pocket was still over 1,I have the Diamond warranty and my air update should have been covered

June 22, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] [redacted] MD- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and have confirmed that the repair will be completed tomorrow Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 24, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AL- [redacted] Dear Ms [redacted] : On Tuesday, changing what their office has previously told us, the technician spoke to our office and advised us that they did not order the equipment We have done so, and spoken to the customer We have not lied as the customer is accusing, and the equipment is now being sent to the technician Sincerely, [redacted] Office of the President

February 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response The customer has made a number of unfounded judgments in his complaint, and rather than address them in detail here, we will state simply that we have waived the fee that he chose to not pay(against the terms of his contract) We will also cancel his contract, as requested, per the cancelation terms of the coverage Sincerely, [redacted] Escalated Special Handling

December 5, 2015Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] : [redacted] TX-2040705Dear Ms [redacted] We have received the customer’s rebuttal and provide the following response.The unit is not properly installed now The warranty does not cover for improper installations Nor does the warranty inspect properties prior to the customer’s purchaseSincerely,Carl [redacted] Escalated Special Handling

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meOn occasions in each of the last years I have had to pay full repair cost out of pocket and then been reimbursed after lengthy disputes (refrigerator at my unit years ago, incidents on different A/C unit repairs last year, and now this disposal) I am satisfied that we get to part companies Sincerely, Vincent [redacted]

Complaint: [redacted] I am rejecting this response because: They (HWA) cannot "dispute the statement", because it is on their record, as serviced by their vendor (as HWA scheduled this particular contractor)Great company, should've read their reviews before purchasing Sincerely, Matt ***

August 10, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] - [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and have addressed the issue directly with the customer Sincerely, [redacted] Office of the President

March 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and apologize for the delay in their payment We are expediting their check, and have called them to confirm Sincerely, Carl [redacted] Office of the President

August 19, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and are moving forward with addressing the AC issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 1, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal, and provide the following response The customer’s position is that an AC unit that we did not receive a specific diagnosis of failure on, and that never worked properly under the contract is ‘an unforeseen development’ That may very well be the case, but we did not approve the replacement, the unit never worked properly under the contract, and we will not reimburse for the replacement Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response On October 26, 2016, a home warranty was ordered from our company (online), on the customer’s property, with a start date of November 1, This contract, which provides coverage for a majority of the appliances and systems in the home, was purchased at a cost of $500, and was paid by check Our records reflect, four days after closing, the customer went online and purchased the optional coverage for Septic System/Sewer Ejector pump at a cost of $ This coverage, detailed in contract section VI.J, provides $to be put towards the “Aerobic pump, jet pump, sewage ejector pump, septic tank and line from house to tank” A benefit of the warranty is access to an experienced, licensed local technician from our nationwide networkIn the customer’s case, we have a technician that provides septic services in the customer’s areaWhen the assigned technician declined to service, we would have arranged for another technician, but we offered the customer the option of getting his own technician, to expedite the service (we would need the technician’s diagnostic to move forward with the payment of the contract cap) Home Warranty of America (HWA) knows that purchasing a home can be a stressful experienceFor most people, buying a home is usually the single biggest purchase that they will ever makeOur home warranties offer some assistance with controlling the costs associated with appliance or system breakdownsDue to the $contract cap, we are unable to accommodate the customer request for $to repair/replace their septic systemWe apologize for any inconvenience this issue may have caused the customer Sincerely, [redacted] Office of the President

November 8, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : The customer has received the licensed and insured technician’s diagnostic information, stating that their unit did not fail due to wear It is the customer that is looking for a different diagnosis, and they should pay for said diagnosis The customer is responsible for a trade service fee, and per their statement it was paid This does not mean that the warranty will pay for all subsequent fees, until the customer us satisfied with the technician’s diagnostic/repair The warranty will not pay for additional diagnoses, and will not discuss any possible technician reimbursement unless the customer provides a diagnosis from a licensed technician that supports their position Sincerely, [redacted] Office of the President