Home Warranty of America

Complaint: ***
I am rejecting this response because:I paid the vendor by credit card on 6/20/after they promised to promptly repair the air conditioning; and they accepted payment As of today, 7/5/16, they still have not repaired the unit This claim has been open since 4/29/meaning I have not had air conditioning from this unit on the main floor of my since since that time The vendor continues to contradict itself and each time their various technicians tell me that the prior technician misdiagnosed the issue Even though I paid for the coil, the technician told me it wasn't needed and had been misdiagnosed The bottom line is that I have no air conditioning from this unit! Since it has not repaired for the length of time and HWAs vendor has not been able to repair, one can come to the conclusion that a) HWA needs to identify a different vendor; or b) the ac unit needs replaced It is not reasonable for HWA to not require their vendor to to repair ac for this lengthy time I paid for the warranty in good faith and request the ac unit be brought to resolution.Regarding the ice maker, that has been resolved since the claim was filed
Sincerely,
*** ***

August 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s inquiry, and contacted them directly to resolve
the issue Sincerely, *** *** Office of the President

June 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have received the customer’s rebuttal, and as we have stated, we have negotiated pricing, provided by the manufacturers that we purchase from. The customer’s allegations that we are providing incorrect pricing, is itself, incorrect Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NY-*** Dear Ms***: We have received the customer’s inquiry and the reported failure is not covered
under the customer’s policy. The warranty does not address secondary water damage to a customer’s windows, floors and drywall. They should address this failure with their Homeowner’s Insurance Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 12, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: *** *** TX-818340Dear Ms***We have received the
customer’s complaint, and
provide the following responseOn September 16, 2015, the
customer called to advise that their kitchen faucet was leaking. Per our agreement, we sent a technician to
investigate the leak. Upon arrival at
the home, the technician found the faucet handle broken, with the plastic faucet
stop pushed past the built in shut off point on the faucet Per our 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 unknown.”And VII.G:“HWA is not responsible for
consequential or secondary damageThis includes but is not limited to, repair
of conditions caused by chemical or sedimentary build up, insect infestation,
mold, mildew, or bacterial manifestations, misuse or abuse,…”The faucet handle being
broken, and pushed past the point where it would shut off is a clear indicator
that someone physically broke the faucet.
When the customer questioned the technicians diagnosis, we offered the
customer a second opinion as a courtesy, advising that there would only be an
additional trade fee due if the technician came back with the same diagnosis (i.e
the faucet had been broken due to it being forced it past the stopping point
and breaking the handle). The customer
declined, as they did not want to pay an additional fee at all As the faucet did not break
due to wear, we would not replace the faucetSincerely,Carl ***Escalated Special Handling

August 24, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL- *** Dear Ms***: We have talked to the customer, confirming that the equipment has been ordered and is ready for pickup. They can reopen this complaint at their discression if they feel it is necessaryOtherwise, they are aware the issue is being addressed Sincerely, *** *** Office of the President

April 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NV-*** Dear Ms***: We have received the customer’s inquiry, and
apologize for any frustration they may have endured in the resolution of this claim. We have spoken to the customer directly, and resolved the issue Sincerely, Carl *** Office of the President

November 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s complaint and have resolved the issue with
the customer directly Sincerely, *** *** Escalated Special Handling

August 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint and the technician
should be able to pick up the equipment tomorrow at the latest, and then complete the repair 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 are attempting to speak to them, in
order to resolve the issue. We are waiting for their call back Sincerely, *** *** Office of the President

August 24, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: The customer has negotiated the non-covered charges with the technician, and approved the amount quoted by them. This is not a question of the warranties ‘behavior’, but the customer’s obligation to address costs that are being quoted by the technician, and not the warranty. As this has now occurred, we have approved the repair and consider this matter closed Sincerely, *** *** Office of the President

June 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:*** NC-*** Dear Ms***: We have received the customer’s Rebuttal, and provide the following response We are not blaming the customer for any miscommunication, we are just stating that it occurred, and are sorry that it happened Again, we are processing her cancellation request, as she requested Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s complaint, and the issue was
resolved with the customer directly the day after the complaint was filed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

August 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s inquiry, and have received no specific details
on the failure with the customer’s unit since the May 2, repair, and the reported related failure from early July We are sorry for any delays in the completion of the customer’s repair, and need to have a diagnosis of failure to address any possible repair/replacement, which is currently being arranged Sincerely, *** *** Office of the President

July 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** Dear Ms***: We have received the customer’s message, and resolved this issue with them directly prior to
receiving this complaint Sincerely, *** *** Office of the President

Initial Business Response /* (1000, 5, 2015/06/10) */
June 10,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** ***: SC-XXXXXXX
Dear MsBeltran:
We have addressed the customer's request and
have arranged a technician who has been approved to perform the repair
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although HWA has hired a new vendor they have still failed to fix the issuemonths with no a/cWe are in the hottest days of the year thus farThere has to be no sense of urgency from the warranty companyI can say the new vendor Truluck has done a great job with what they have done so farThe warranty needs to make the decision to either replace or fix the unit85+ in the house
Final Business Response /* (4000, 9, 2015/06/22) */
June 22,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** ***: SC-XXXXXXX
Dear Ms***
We have addressed the customer's initial repair, and when advised of a secondary issue, we have called the technician for his diagnosis and pricing
As that has been received, we have ordered the equipment, and approved the repair
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Special Handling

October 16,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94573070: Smith AZ-
Dear Ms***:
We have received the customer's complaint, and have addressed the issue with them directly
Sincerely,
Carl ***
Escalated Special Handling

July 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: Per the technician, the repair is being completed today Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 10, 2015Esther BeltranDispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: *** *** MO-1310272Dear Ms***We have received the
customer’s complaint,
and contacted them directly to discuss the issue, with no
responseAs the customer stated, they
accepted the replacement unit, which to our knowledge, has been delivered and installed, to resolve
their claimIf they wish to further
address the issue, they can contact me directly with the contact information
provided on the Revdex.com websiteSincerely,Carl ***Escalated Special Handling

November 7, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s rebuttal and provide the following response 1) The customer is not a licensed plumber, so we cannot accept their diagnosis 2) The customer making unfounded accusations does not require us to address a non covered issue 3) The customer disputed the technician’s diagnosis, and then had someone else replace their water heater. We could have sent another technician to re-evaluate the situation, but cannot now, due to the unit being replaced 4) We accept that the customer is stating a contradictory opinion from two ‘technicians’. Had she advised us of this information prior to the replacement of the system, we could have had a second opinion re-evaluate. Since the unit has been replaced, we cannot 5) The customer’s allegations of fraud have no weight in this situation, though she clearly wishes to give them credence by repeating them. We received a diagnosis from a licensed technician that the failure with the system was not eligibleRather than present information to the contrary, she replaced the system, and is now alleging fraud, when the system cannot be re-evaluated. She is demanding reimbursement for replacement, that we cannot confirm is eligible Per contract section 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.” Sincerely, *** *** Claims Special Handling