Home Warranty of America

Initial Business Response /* (1000, 5, 2015/09/29) */
September 29,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** Gonzalez NC-
Dear Ms***
We have received the customer's
complaint, and provide the following response
The customer purchased a warranty contract with us, with a payment to be withdrawn on the 10th of every monthWe received his e-mailed request to cancel the coverage on August 11, Per that e-mail, he claimed it was his second requestHe advised that he had e-mailed his first request earlier in August, but we never received that e-mailWe have asked him for a copy of his first request, to grant his request, but he refused to provide it, stating he would only deal with the Revdex.com in reference to the issue
As we have no proof of an earlier request to cancel the coverage, we decline to refund the payment in question
Sincerely,
Carl ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I explained to Carl after he made threats that if he wants the copy of the email he must contact Chloe luckett because I sent it to her when I first canceled my serviceon the previous Revdex.com complaint they stated I would getrefund in weeks now he is stating I am notthis company refuses give me the refund and continues to liea complaint with the attorney general office has also been submitted against themI only expect what I am do
Final Consumer Response /* (4200, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
why do they continue on Avoiding the questionI emailed Chloe *** this information who is a customer service rep for this companyAnd yes it was a threat stating if I don't provide the email I won't get but yet he has not stated anything about Chloe ***I M not satisfied with the response and still want my refundhe claims I do not et a refund but why would they charge me a full month if I canceled the contract
Final Business Response /* (4000, 9, 2015/09/29) */
September 29,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94570187: Gonzalez NC-
Dear MsBeltran:
The customer alleges that threats were madeMy correspondence with the customer is as follows:
"Dear Mr***,
I have received your Revdex.com complaint, and am reviewing the issuePlease forward me a copy of your August e-mail, to address your request
Thank you,"
His response:
"I will only deal thru the Revdex.comI already submitted the emails to Chloe luckett and will not do it againOnly respond thru the Revdex.com so I can have a record since your company is not reliable and honest."
My Response:
"Mr***,
I am the individual that is addressing your complaint and responding to the Revdex.com
Rather than responding to the Revdex.com stating that we are requesting your e-mail, and you then providing it to them, I thought we would expedite your refund by requesting it directlyI assume you will provide the e-mail to the Revdex.com then, unless you will just tell the Revdex.com you already sent it, and have me reply by saying that we have no e-mail and requesting you resend
I am requesting the August e-mail that is not in my possessionIf you choose not to send it, I will respond to the Revdex.com as stated above
Sincerely,"
There is no threatI asked the customer for the e-mail that he alleges was sent on August 5, and he refuses to provide it, saying he already didWe are now asking for him to prove there is an e-mail, by resending it to me, or the Revdex.comWithout supporting documentation showing he requested to cancel this contract prior to August 10, the customer is not entitled to a refund
Carl ***
Escalated Special Handling

Complaint: ***
I am rejecting this response because: 1) No one contacted me after the 1st technician diagnosed report submittedafter weeks, I called your company customer service and was told by your executive saying that they missed to call to give option either to buy out or go repairIs it your company responsibility to give a call to customer or not? I remember I got the email from your executiveIf you don't accept above statement, PLEASE do let me knowWill bring the executives from Vendor Company, my cellular companywe can verify, did you guys called/ emailed me with the above options? 2) On the same day, The Vendor company clearly said technician is not available till mid of Jan Why your company people didn't take proper action? finding new vendor and scheduling an appointment with approximate date of part delivery3) When I was logging the complaint, clearly told have small kid and need to take care of this ASAPPlease look into call recordings 4) Your Customer Care executive clearly said who cares about kids, clearly escalated the issue to supervisorTalk to him if I did or not? 5) The current refrigerator is less than year and month's oldIf at all I need to buyRespect the Customer at least (anyhow your company doesn't care kids)6) 1st Technician didn't spend minutes also to diagnose the issue and your company sent the Wrong parts where *** can't use those partsThey have to come back and fix the partsIs it the way you treat the customers?ONE THING CLEARLY I say - It's all your company faultAll these issues a raised because your company people didn't call me on time after the 1st Technician report submitted until I called and asked where we are on that. I am confident with 100%. In case if you feel, if any of the above statement is wrong, PLEASE go ahead and cancel my contract / any open services and you no need to refund my money what I paid for the full yearI will prove everything whatever documented here with clear evidence if yet at all requires
Sincerely,
*** ***

March 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** VA-*** Dear Ms***: We received the customer’s inquiry, and have contacted
them directly to settle the matter We apologize for any miscommunication Sincerely, Carl *** Office of the President

March 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** LA-*** Dear Ms***: We have received the customer’s complaint, and provide the following response The customer is classifying the plumbing that leads to his pumping system, as part of his pumping system. This is not the case, and not eligible under the contract. We have covered the eligible portion of the diagnosis reported by the technician, and are refunding his trade fee, for the issue that should not have been filed as a claim. Sincerely, *** *** Escalated Special Handling

September 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** AL-*** Dear Ms***: We have received
the customer’s complaint, and have addressed this with the customer directly earlier this week Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
On April 12, 2017, the customer filed two claims, one for their heater, and one for their Air Conditioner. She advised there was no cool air, and she was told that there were cracks in the coil, and heat exchanger Per our contractual agreement, we immediately assigned a technician to diagnose the reported failures On April 13, 2017, we received the e-mailed furnace diagnosis from the technician, advising of a cracked heat exchanger The technician broke down the costs of the replacement, as well as the non-covered costs to modify the gas lines($150), Electrical lines($250), flues($75) and ducts($200) in the property to accommodate the new unit (Per contract section VII.J: “Unless the optional coverage for such is purchased, HWA is not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components or installation of different equipment and/or systems.”) On April 14, 2017, the customer approved these costs($675.00), and we approved the replacement of the furnace On April 17, 2017, the replacement furnace was ordered On April 18, 2017, we were advised that the furnace was ready to be picked up at a local distributor. On the same date, we received the diagnosis from the technician on the Air Conditioning unit, reporting a large leak in the year old ICP evaporator coil. There was no mechanical failure reported with the Condenser, but per the technician and government requirement, the unit needed to be replaced to match the new coil. He provided a breakdown of the replacement costs, as well as the non-covered costs to modify the ductwork($100), drain lines($75), copper connections($50), as well as install a COdetector($50) and a new condenser($2,647) This total on these costs, quoted by the technician, was $2, (Per contract section V.C excluded: “Except as noted above or when optional coverage is included in Diamond and Platinum Plans, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate/clean a system of R-necessitated by the repair of existing equipment or the installation of new equipment.”) On April 20, 2017, we reviewed the non-covered costs with the customer. She questioned the costs, and has not approved them, preventing us from proceeding with the replacement Per the customer’s demand, she is looking for us to document our intention. As with her furnace claim, when the non-covered costs are approved, we will move forward with the replacement Sincerely, *** *** DE Services HWA Claims Handling Manager

June 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Hall LA-*** Dear Ms***: We have received the customer’s complaint, and the repair was completed
today Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s inquiry, and their requested replacement
furnace and coil was approved the day the complaint was filed Sincerely, *** *** Office of the President

February 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: The customer states that the part is faulty and ‘could lead to mechanical failure’ The warranty requires systems and components to ‘become inoperative due to wear and tear.’ Without confirmation that there is a mechanical failure, there is nothing more the warranty can do until the unit fails Sincerely, *** *** Escalated Special Handling

March 29, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** TX- Dear Ms***: We received the customer’s inquiry, and are sorry we
could not arrange a technician quickly enough to address the customer’s emergency We have addressed the issue directly with the customer, and are sorry she is not satisfied with the resolution Sincerely, Carl *** Office of the President

January 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We have received the customer’s inquiry and per
contract section VIII.E: “If HWA cancels this Contract, or if You cancel this contract after the first days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA.” We are sorry that the customer considers this fraud, but it is not per our contractual agreement Sincerely, *** *** Office of the President

September 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** MO-*** Dear Ms***: We
have received the customer’s complaint, and the installation was completed a week ago Sincerely, *** *** DE Svcs HWA Claims Handling Manager

April 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s complaint
and are providing the following responseOn December 28, 2016, the customer filed the following claim online, for his Water Heater: “Covered Item Problem: Leaking Water at the bottom Has this item ever worked?: Yes When did you first notice the problem?: Two days ago Q & A: Q: Please tell us where the water heater is located A: Basement Q: Please tell us specifically what kind of water heater you have A: Gas Problem Description: FIRST OBSERVED ON 12/25/15: WATER SURROUNDING FLOOR AROUND WATER HEATER AND FURNACE WATER NO LONGER HOT IN HOUSE WATER IS STILL STANDING IN THE AREA” A technician was assigned, and when he could not service in a timely fashion, the claim was reassigned. Per that technician’s diagnosis, which was received on January 13, 2016, the water heater’s expansion tank had failed, due to the excessive water pressure in the homeThe PSI (pounds per square inch), which should be 80, was set at for the property, and the Pressure relief valve was rigged to allow higher pressure to the home Thus, the reported failures we not caused by wear, and would not be covered under contractLess than two weeks later, the customer called back, and filed a second claim for his water heater, now reporting that heater itself was leaking from the topWe sent the technician back, who found the heater leaking. We asked the customer if the repairs had been done to address the pressure issue reported prior, and they had not. As the unit had a known prior failure that had not been addressed, we declined to address the water heater replacement We acknowledge the customer’s strong feelings about reimbursement, but contractually, the non covered malfunction needed to be addressed, as of mid January. As it was not, we would not address the additional claim or reimbursementAll we can offer is the partial refund the customer would be entitled to, with the cancelation of the coverage Sincerely, *** *** Escalated Special Handling

June 17, *** ***
Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL *** *** *** *** Dear Ms***: We have received the customer’s complaint, and are sorry for the
miscommunication between the technician and our office, in reference to the part order The part was ordered, and the repair should be completed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint and have addressed the issue directly with the
customerSincerely, *** *** DE Svcs HWA Claims Handling Manager

October 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MS-*** Dear Ms***: We have received
the customer’s wife’s complaint and provide the following response On September 16, 2016, the customer purchased a warranty with our company On September 22, 2016, the customer advised that they had noticed the air conditioning system was not cooling properly as of September 20, 2016. They stated it had last cooled properly on the day the contract started Per our Contractual Agreement, we sent immediately sent the information to a technician to diagnose On September 23, 2016, the technician went to the property and found the 18-year old unit not working properly, and suspected a compressor failure. Per Contract Section I.B.7: “Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknownComponents shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.” As a unit in proper working order would not break down in a single use, we requested the customer’s inspection, to confirm their unit was in proper working order Per the inspection, dated August 3, 2016: “The AC is functioning but it is not adequately cooling the airContact a licensed HVAC technician for further evaluation and make repairs/replacements needed to ensure the A/C is adequately cooling the air.” As the unit was not cooling the air properly as of August 3, 2016, we would not repair/replace a unit that was not in proper working order on the Coverage Period Start date Sincerely, *** *** Escalated Special Handling

December 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We have received the customer’s complaint, and provide the
following response. The customer references two claims filed on December 14: a rotted roof, that was never in proper working order, a year old heating unit that the technician stated was packed with dirt When we were advised that he disagreed with the diagnosis, we offered a second opinion, but the customer just asked for a refund He was not entitled to such, per the contract, but we resolved the issue directly with the customer and this complaint did not need to be filed Sincerely, *** *** Escalated Special Handling

July 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and this issue was resolved
with the customer the day the complaint was filed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
On October 21, 2016, a month warranty was opened on the customer’s property. On November 18, 2016, the following claim was opened online: “Covered Item Problem: BuiDouble Oven (Gas) Brand: Other Has this item ever worked?: No When did you first notice the problem?: Yesterday Have you moved into the home?: Yes When did you move into the home?: 10/22/Q & A: Q: Is the problem with? A: Both Ovens Q: Please describe the problem A: The oven will not come on Q: Please tell us how many times the specific item that is not working, has worked properly since the contract start date A: One Time Problem Description: Both over not working plus the grill I need the oven for the holidays” Per our agreement, we immediately assigned a technician to service the reported claim. Per their diagnosis, the year old double oven had two faulty thermostats (upper and lower), that were no longer available. Per contract section I.B.7: ““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknownComponents shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.” As the customer told us, per their online claim, that the unit never worked, we requested their inspection, to confirm the unit was in proper working order. Per the inspection, the stove/oven was marked RRWhich is defined as : “Repair or Replace (RR) = The item, component or unit is not functioning as intended, or needs further inspection by a qualified contractorItems, components or units that can be repaired to satisfactory condition may not need replacement.” With the additional statement: “The center grill feature for the range, did not heat up when testedContact a qualified appliance repair technician” As the unit did not work for the customer, and was marked repair/replace on the inspection, we would not address the replacement under contract Sincerely, *** *** Escalated Special Handling

May 9, *** ***
Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:Van Scoit TX-Dear Ms***: We have received the customer’s complaint and have addressed the issue directly with
the customerSincerely, *** *** DE Svcs HWA Claims Handling Manager