Home Warranty of America

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

Complaint: ***
I am rejecting this response because: I want an explanation of the email to the vendors then!! I also know that they have paid for others claims who purchased the product as I haveExplain that!!
Sincerely,
*** ***

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 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The customer cancelled their coverage on the same day their payment was withdrawn.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

July 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We received the customer’s inquiry, and thank them for their statement.
The customer has been with us since June 2014, and has only filed claims A minor heating repair A dishwasher claim A disposal issue (which they fixed on their own) A minor dryer repair And the HVAC issue On July 13, 2017, the customer called and advised that their unit was not cooling properlyPer our agreement, we sent a technician to investigate The following day, we received the technician’s diagnosis: The system is very dirty, with a clogged and restricted coilThe drain line was also clogged upThe unit was low on charge, which caused the system to freezeThe water from the unit unthawing flooded the system, shorting the blower motor, capacitor, and the fan relay on the circuit board, leaving the heat package & electrical system soaked in waterThe wrong filter was installed in the system, causing further restriction This is a lack of maintenance failure, with secondary damage from defrosting. Unfortunately this would not be wear, and not covered under contract. We are sorry for any confusion, and have provided the customer their requested letter 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

July 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On May 16, 2016, the customer reported that they had a technician out to the home, who reported a problem with their compressorPer contract, we sent a technician to investigate the issue The following day, we were advised that power surges had caused the unit to fail. As the warranty only addressed wear failures, and failure due to electrical surge is not wear, we declined to address the failure Now, two months later, after the customer has already replaced the unit, they are disputing the diagnosis, and demanding reimbursement We have received a diagnosis, from a licensed technician, which is not covered under the contract. As we cannot re-evaluate the issue, we will not reimburse for the non-covered repair Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: After the original home inspection was turned in and rejected, we were told by the home warranty EMPLOYEE,to speak with the inspector and get a letter or an updated inspection to show the refridgerator was in working order and our claim would be taken care ofI did that and our claim was still deniedThey owe us.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:11/20/2015Dear Ms***With regard to Mr***, he doesn’t know what he is
talking about, and I suggest that he stop lying, and get his facts straight Home Warranty
of America sent a technician out to my home that was not competent to work on
my washer or dryerThe technician that they sent out here, per the Revdex.com website
information is proficient in air conditioning systems, and small appliances, it
doesn’t say anything about him having knowledge to fix washers, and dryers
which are large appliancesLook the company up on your website, they used
someone that is in business for himself, a sole proprietor, who could be anyone
claiming to have knowledge, and has no real track record according to what I
read about his businessThis technician did come out here and drill holes, our
dryer is not intact like it was prior to his drilling, I have no reason to lie,
I saw the drill in his hand, and I saw him drillingHe was not called out here
to move the door AT ALL, when I asked him why he moved the door, he stated that
it was easier for him to move the door instead of ordering a new lockWe did not ask him to change anything on that dryer
without permission, he had no legal right to come out to our home and make
decisions about changing anything.Mr*** doesn’t know what he is talking about,
according to the technician, this was no temporary fix, as far as what he told
me, this was the fix for our dryer, he was doneThe only thing he was getting
back to Home Warranty of America about, was the washerHe speaks of me having issue with their vendors, what
he is stating is not true, he is trying to cover up for his companies lack of
care as to whom they are sending out to work in their clients homes It is apparent that Home Warranty of America does not
screen the people that they are sending out to customers’ homes, they are
sending out some workers that appear to have just come out of jail, and are
either drunk and or high off of illegal substances, this has happened on more
than one occasionThen they wonder why I scrutinize and ask questions as to
the professionalism of the vendors that they plan to send out hereI was told by one of their own vendors, that the
workers that this company uses, are new startup companies, or companies that have
technicians that have just come out of some kind of training, so, Home Warranty
of America doesn’t know what these workers know from what they doAnd their main
reason for using these below par companies, is that they really don’t want to
pay for repairs or replacements, such as what is happening to us hereThis man is lying that I asked for the vendor to be
changed two hours after he came out her, I told them being that he came out
here and messed up our appliances, I did not want him back out here, and the
second technician that they sent out here, he told me that all what the first
technician had told me about resetting our dryer, was a lie, the dryer couldn’t
be resetThe technician was supposed to come out to check why the dryer cycles
were not operating properly, and fix the door latchHe did not fix the dryer
cycles, and NO one asked him to change the door around AND LEAVE THE HOLE IN
THE DOOR, that is there nowHe also lied about his company providing me with any
insurance information for Professional Air, and in the first place, that was
THEIR JOB, they sent this tech out here he messed up, and they need to give me
fair value for my dryer alsoI did not claim that the technician was racially
biased, I said that Home Warranty of America is racially biased, I said
that they know that they could not have tried to get away with what they are
doing to us in a white clients home, they know they could not go out and cause
damage, and just ignore it, they would have taken care of that client per their
warranty contract of replacing the damaged itemAnd me being black, although I have paid for my
contract, they are not honoring what they know they should be doing which is,
paying comparable value for our dryer also, because it was not drilled into,
nor scratched up by tools, prior to the technician that they sent our hereThat man
did not come out here to fix what he was asked to come out here to fix, he came
here and did what he wanted to do, and Home Warranty is trying to forget that
partAnd the second technician that came here on 10/29/2015,
has told them about the damage that was done to the dryer, and he spoke to me
prior to leaving, he stated that the first guy was trying not to have to come
back, this is why he did what he did.And I have every right to file a complaint with any
Governmental agency that I feel like I want to, when dealing with a company
such as theirs, that is taking my money and not honoring the warranty contract that
I am paying forAnd if Mr*** doesn’t like that I have that right,
he can pay me for the appliance replacements that should have already been
done, and he can pay me back every penny that I have paid for their Warranty
coverage so far, and I will find coverage elsewhere.It appears that with all of the derogatory lies that
they are claiming about me, we are not going to get good service from their company
anywayAnd he claims that I have been profane with the
representatives, it’s not as he is claiming, ask him to tell you about the bullying,
and harassment that I have getting from themAnd I would also like for you, the Revdex.com,
to make sure to place my claim to you in your files so that other prospective
clients for Home Warranty of America can know beforehand, what they can expect
from this company
Sincerely,
Dana ***

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 This could have all been avoided if HWA had better communication within its own company which would have allowed for better communication with meWhen one department can only reach another by sending an email and having to wait for a response (which could take up to business days apparently), the customer is left without a resolution and in my case, without any follow up from every customer service rep that "sent" an email to the pay out department Also could have been avoided had HWA sent my check within the time frame communicated (3-weeks) not weeks beyond that time frame.
Sincerely,
*** ***

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 ***

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

December 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** MO-*** Dear Ms***: We have received the customer’s rebuttal, and provide the following response We are sorry the customer feels we are talking down to her. She is interpreting our written correspondence, after she has stated that she wants all correspondence in writing to provide a ‘paper trail’ We wish to speak to the customer in reference to the issue, but she has stated that we cannot. Contractually, we are not required to address situations that the customer has addressed outside the warranty and without our approval. So, we consider this issue closed Sincerely, *** *** Escalated Special Handling

January 19, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AZ-Dear Ms***: We have received the customer’s complaint
and are providing the following responseOn December 30, 2015, The technician who diagnosed the failure with the customer’s water heater reported their findings to our office. Included with their diagnosis to replace the water heater, were non-covered modifications to the customers piping, to accommodate the new unit Per the customer’s 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.” Per the technician, the replacement water heater required pipe modifications to the fresh water line, the temperature and pressure line, and the line for their circulating pump. She was advised of these charges, which included an explanation that this was not for a replacement pump, on December 30, 2015, and approved the costs the same day, again with clarification that it was for modifications of the line to the pump and not the pump itself. (The customer was advised that the pump is still eligible under the warranty when she approved the non covered costs) Thus, the $that she is demanding was for pipe modifications for her circulating pump, which was a non-covered cost that she approved and paid, and not a replacement pump. We decline her demand to reimburse Sincerely, Carl *** Escalated Special Handling

July 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s message, and a supervisor left her a message the
day this issue was filed, and spoke with her directly the following day The customer filed a plumbing claim, but her technician determined that the issue is a roof failure, which is not eligible under her contract We are providing reimbursement to the customer for the quoted diagnostic Sincerely, *** *** Office of the President

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
Sincerely,
*** ***

August 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** SC-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response. On the morning of August 9, 2017, the customer reported a plumbing leak, with water showing up in their hall/garagePer our agreement, we immediately assigned a local technician to service Approximately minutes later, the customer called back, advising that the assigned technician could not service until the following Monday, due to a full scheduleAt that time, as a courtesy to the customer, we allowed them to contact their own vendor, requesting that the technician call with diagnosis, at time of service Later that afternoon, the technician called our office, and advised that a second floor bathroom toilet gasket dried up and wore out. He was charging $for a toilet rebuildWe requested his paid invoice, to confirm the work was done, to the customer’s satisfaction On August 15, 2017, we received the customer’s invoice, and processed a refund for $85.00, which was the cost of the repair, less their trade service fee The following day we called the customer, and advised that we were providing an $refund in four to six weeks, which he accepted Five days later, the customer called our office, upset that she had to wait four to six weeks for her $refund. We advised that was an approximate time window, and the customer advised she would file this complaint We have processed their refund and apologize for any inconvenience the delay may cause the customer Sincerely, *** *** Office of the President

August 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s inquiry, and have addressed the is*** directly
with the customer Sincerely, *** *** Office of the President

December 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WI-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response We are sorry that the customer has had such a poor experience with the technician’s that have been assigned to the claims at his property, and due to this fact, has decided to go outside of our contractual coverage to arrange technicians to address the failures at their property. Per our warranty contract, section III.A & III.D, “You or Your agent (including tenant if specifically authorized by the Home Owner) must notify HWA for Service Requests to be performed under this Contract as soon as the problem is discovered.” & “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.” As a courtesy to the customer, we have offered a reimbursement of our eligible cost of the plumbing repair, which we would have paid to the technician had the customer advised us of the issue. As to the other issue, the warranty does not cover storm damage to windows, under our roof leak coverage. We apologize that we don’t address storm damage and would suggest the customer contact their homeowners insurance Sincerely, *** *** Office of the President

June 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We are sorry the customer feels that this is the case, but they are entitled to their opinion. If they can substantiate a mechanical failure with the system, we will gladly review any documentation from a licensed technician they are willing to provide Sincerely, *** *** Office of the President