Home Warranty of America

November 19, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: 10944084: *** IL-1874779Dear Ms***:We have received the
customer’s rebuttal and provide the
following response.As we stated, We “ sent the
customer an invoice stating there was an outstanding balance on the contract.” This was not the seller…this was the party
who then had the coverage, i.ethe buyerSo we did advise the customer that a
balance was dueThe customer is questioning how
he can purchase coverage, if there is still an amount due on the contractWhen
the customer called us to file a claim, we requested the outstanding paymentAt
that point, the customer requested cancellation.As of November 13, 2015, the
outstanding balance was paidSincerely,Carl ***Escalated Special Handling

February 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Not match our information, ad Re: ***: *** AZ-*** Dear Ms***: The customer stating that they were told the unit cannot be repaired, does not match our information, as we have approved the technician to perform the repair. The technician is providing their invoice for payment for the repair Sincerely, *** *** Office of the President

Initial Business Response /* (1000, 5, 2015/07/20) */
July 20,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** *** TX-XXXXXXX
Dear Ms***
We have received the customer's request, and
are contacting them directly to resolve the issue
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Special Handling

August 19, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Soluade MO-*** Dear Ms***: We have received the customer’s complaint and are providing
the following response On December 18, 2015, the customer opened a month warranty contract on their newly purchased property. The contract requires all systems and components to be in proper working order and specifically states, per Section I.Aof that contract: “Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.” & Per 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 DateAttached garages, detached garages, exterior pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.” On the afternoon of May 13, 2016, the customer filed the following claim online: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Made a lot of noise Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: Two Q: Please tell us which part of the home is not cooling A: Upstairs Q: Please tell us how long the unit has been running properly for this seasonA: About Week Problem Description: HVAC professional came out to perform scheduled maintenance and discovered extensive issues with the unitDue to cool spring temperatures, unit had only been turned on once since purchasing the home at which time it made more noise than anticipated, prompting call to HVAC company.” We assigned a technician, per our contractual agreement, who went to the property on May 19, 2016, and found that the vibration pads were never installed in the unit, which caused the fan to damage the unit As the customer advised the unit had only run once, and was missing a key element, we requested a copy of their home inspection to confirm “no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.” Per their inspection, The AC appeared marginal to unsatisfactoryThe ground level exterior condenser cabinet was not properly resting on a pad or perch As the unit was known to not be properly installed, we would not address the failure Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

July 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry. We have contacted him
directly, to expedite the issue, and are providing a cash out to address the failed motor Their payment is in process Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:The company did have a supervisor contact meThey also refunded my service call fee, but have still failed to addess the issueWhen I asked for feedback and/or a follow up after an investigation within the company; the supervisor denied my request and denied any other escalation within the companyThis is still unacceptableI was lied to and mislead for daysPacification is not what I am seeking in this complaintI requested validation after the calls were reviewed and confirmation that executive management was aware of this practice.
Sincerely,
*** ***

Complaint: ***
Same reasons as stated beforeThey said it will take up to weeks to records and now they are saying they won't send until weeks! This company is a scam and if I could, I would treat them exactly how they have treated us! My real estate agent is telling all of her clients about this company and their acrions! They make me want to shoot all of them!!
I am rejecting this response because:
Sincerely,
*** ***

August 26, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** OH-*** Dear Ms*** We have received the customer’s complaint and are sorry they
are dissatisfied with our coverage, after requesting to file a claim on a non covered issue, and having a second claim that was not covered We are processing their cancellation as requested Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

October 5, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 12421545: *** NC- Dear Ms***: We are not looking to place blame, but resolve an issue We have the vendor stating that he has called the customer in the last few days, the parts are in their possession, and he wants to schedule at his soonest availability (Friday) Sincerely, Carl *** Office of the President

August 26, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** MN-*** Dear Ms***: We have received the customer’s complaint after offering them
their own vendor as a courtesy. Since they wish us to provide one, we have done so Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

October 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** (***)AZ-*** Dear Ms***: We have received the customer’s inquiry, and have
addressed the issue with them directly Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:I needed my furnace to heat up my house so I made that payment to have heat in the houseI didnt So I didnt request anything special done, all I wanted to get my furnace replacedI didnt have anything special to my existing furnace and part of warranty should include that new furnace install (including hooking it up and all work to get it fixed) and that should be coveredI will continue to write bad review (including local *** review and other warranty review) because nothing been done different what I had in my old furnaceAlso my furnace had washable lifetime warranty filter, now its gone and has paper filter!!! Horrible warranty and if I had known that I would be charged additional cost I would of went with different company. READ your reviews online !! HWA one of the worst home warranties! I did my research too late but I will make sure that everyone knows not to use HWA again and that they will be paying more and more money for each service
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I think the point is being missed here. The unit was already replaced with a 40,BTU water heater, NOT the 65,BTU unit that was in there and went bad. Is the new unit working? Yes. Is it the same quality and performance of the unit that went bad and according to my contract should have been put in? No.As it does not seem that I'll get resolution, let's just close it

July 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** UT-*** Dear Ms***: We have received the customer’s inquiry and have approved their technician to
address the issue We are waiting for their technician’s paid invoice, with cost breakdown, so we can confirm and process eligible reimbursement Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me-Assuming that I receive the funds in a reasonable time frame. Their response said "several weeks"Since this has been going on since Aug, I believe that is excessive.
Sincerely,
*** ***

October 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***: LA-*** Dear Ms***: We received the
customer’s complaint and this issue was resolved with the customer two days ago Sincerely, *** *** Claims Special Handling

June 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s complaint, and we have resolved the situation with
them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager

February 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***, As we advised the Attorney General’s office on the customer’s prior
complaint: “We received the customer’s complaint and, after a review of the claim, have approved the technician to move forward with the repair.” We have received calls from Ms***(nothing to me directly), and advised that we have approved the replacement. The technician and the customer need to schedule the repair, which is beyond our control We will not reimburse the customer for a repair we have already approved Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because: I want our dishwasher replaced due to the horrible stench it has created inside the dishwasher and through our home from the stagnet water and crud sitting still in the bottom of itAnd I was told I had options, to fix it or pay the difference on a new oneI want a replacement dishwasher brand new for no out of pocket costAslo made my claim December 26thIt is now the 15th of JanuaryIt will be a months time before this is resolved.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The business did reach out to me and says they will refund my money and give a courtesy refund of the two one hundred dollar service fees I will accept this offer but haven't yet received the monies yet I dont think this complaint should be closed to I actually receive a refund per the agreed amount.I do reject there statement about the first complain but as not to get the topic going I wont argue I can provide email and phone records trying to resolve the sump issue
Sincerely,
Michael ***