Home Warranty of America

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

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,
*** ***

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

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

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 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 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 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

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

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

September 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: It is our intention to resolve the problem i.eaddressing
the AC malfunction at the customer’s property, and we have received the latest diagnosis, and requested the customer’s home inspection, to confirm coverage As soon as it is received, we will review and contact the customer Sincerely, *** *** Office of the President

May 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and the issue was addressed with the
customer directly four days ago Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 3, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Qorri AZ- Dear Ms***: We have received the customer’s complaint, and provide the following
response. Per the customer’s contract, section V.C, Chillers and chiller components are excluded from our coverage. The customer does not dispute that the chiller is in the basement, and its components in the customer’s unit are what has failed Sincerely, Carl *** Escalated Special Handling

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

August 18, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry, as well as their cancellation request
The customer cancelled their coverage on the same day their payment was withdrawn. Their cancellation is in process. We will not refund the customer’s last monthly payment Sincerely, *** *** Office of the President

March 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s
complaint and management has spoken with him directly yesterday to address the issueSincerely, *** *** Escalated Special Handling

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

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

Complaint* ***
I am rejecting this response because:The issue is still not fixedHWA originally promised to fix this and are now changing their minds due to third and fourth party reviewsThese are unethical business practicesI will refuse to accept their response until my heater is fixed.
Sincerely,
Tiffany ***