Home Warranty of America

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,
*** ***

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

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

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

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,
*** ***

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 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

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

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

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

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,
*** ***

July 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s complaint, and provide
the following response On June 22, 2016: At approximately 10:AM CST, the customer called our office and filed a claim, stating that their Air conditioner was not cooling At approximately 1:PM CST, the customer called and asked about A/C coverage if the unit is too small for home and needs to be replaced. They were advised that the warranty replaces what is there, and only addresses mechanical failures At approximately 2:PM CST, the customer called and asked for a supervisor, disputing the trade fee that was paid and the technician’s diagnosis. We called the technician to get the diagnosis (as it had not yet been provided), and they explained the warranty service to the customer. He still wanted to speak to a supervisor At approximately 2:PM CST, the customer advised that the technician came out the same day, and advised there was no mechanical failure with the customer’s AC, but the unit is too small to cool the homeThe supervisor advised based on that info the claim would be rejected due to sec 7/J HWA is not liable for repairs related to adequacy or capacity of appliances, components, or systemsAt that time the customer’s wife stated a representative was rude to her and wanted reimbursementWe accepted the customer’s complaint, offering to investigate the situation, but offered no reimbursementThe customer then stated since we don’t want to cover any of his claims he wanted to cancel and will be sending him email request to do so On June 24, the customer posted the following review: “I am a disabled veteran and the people that work for this company have no respect or integrityWe had a warranty with them for less than years, in that time we paid over $to the company, filed about claims with them, and only had issue fully resolvedIn response to our question we were told to read the contract in detailWhich is difficult to understand and followI will not recommend this company, nor will I ever do business with them again.” We responded to the complaint with the following: “Mr *** complaint is based upon his 7th claim with our company, which was that his HVAC system was not cooling very wellPer the technician's diagnosis, the unit is cooling properly but it is too small for the propertyThe warranty addresses mechanical failures, and would not change out a unit that a) has not failed & b) was not properly sized for the propertyThe customer wants us to replace their working undersized system, which we would not doThis in no way equates to a lack of respect or a lack of integrity.” The customer now states he did not want a new unit, and it seems that he and his wife were just looking for some other reimbursement from the contract. They are unhappy with our hold times, believe our representatives to be rude, abrasive and unclear (as well as disrespectful and lacking integrity). They feel our contract , which they have paid less than $for months, should cover their AC unit that was installed undersized for their home Finally, they are looking for a refund for a contract that they have had for four months, and paid for four months. Per our contract, the customer would be entitled to a pro-rated refund, less administrative and service fees As the customer has paid for months and cancelled with less than a week remaining in the fourth month, there is no unused portion to return. The customer is not entitled to a contract refund Sincerely, *** *** DE Svcs HWA Claims Handling Manager

December 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** Dear Ms***: We are sincerely sorry for the delays in completing the customer’s
replacement. We have received their invoice, and are providing reimbursement for the cost of their repair Sincerely, *** *** Office of the President

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

September 9, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AL-*** Dear Ms***: We have received the customer’s complaint, and provide the
following response Six days before the customer’s warranty contract expired in September 2015, they reported the following pool claim online: “Covered Item Problem: Outdoor Motor Is Not Coming On Has this item ever worked?: Yes When did you first notice the problem?: Yesterday Q & A: Q: Please tell us what type of pool you have A: In-Ground Problem Description: Heating until is leaking water.” Per contract, we sent a technician to diagnose the reported leakage The following day, the technician reported that the heater was cracked and leaking. Per their statement, they only repair heaters, and this one needed to be replaced. To address the issue, we assigned a second opinion The second opinion diagnosed the same failure, and quoted a cost of $to replace the unit. The replacement was approved Months later, we were advised that the repair was never done. We called the technician, and were advised that an appointment was scheduled Per the customer, the appointment was not kept. We called the technician but they were no longer available We offered the customer the quoted cost of the repair, but they refused. Our only option was to send a third opinion The technician reported that the pool heater was not leaking, as someone had re-plumbed the pool, bypassing the heater. The technician could not diagnose a failure, except by the customer’s statement, that the heater had never worked (which was not what we were told when the claim was filed) As we cannot have a technician diagnose the unit that has been improperly tampered with, all we can and will offer is the replacement cost we were quoted Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

June 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AR-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On the evening of June 14, 2016, the customer filed the following claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: No Problem Description: I just bought the house a few months goHeat seemed to work fineHowever, I tried to turn the air conditioning on tonight but the fan to the unit will not come onBlower seems to work fineI have a contractor presently at the house doing some remodelingHe said, he can fix it but to call HWA firstI can't get through to you guys on the telephoneThe contractor said, you can call him and he will explain what is going on with the unitIf that is not protocol then, I can be reached at the number givenOtherwise, the contractor's name is… “ The claim was not processed based on a lack of information received. We called the customer the following day, to confirm the information provided, but there was no answer, and no voicemail We received a message from the customer on June 20, called them back and processed the claim Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Re: ***: *** TN-Dear MsGarcia: We have received the customer’s complaint, and provide the following responseIn late 2014, the customer’s HVAC system went out, and was replaced under ContractAt that time, the customer expressed concerns that the unit was not properly
sealed, so the technician returned and sealed the unit at no costApproximately a year later, the customer reported water and debris build up where the system attaches to the homePer the technician, the duct settled normally and there is no mechanical failure with the systemThey offered the customer a quote to reinstall the duct, but could not guarantee that the duct will not settle againThe customer claims that “that they didn't connect it correctly the first time.” and “They are responsible and they need to fix it.” The ‘they’ in question refers to the technician (We assume that the customer’s only complaint about us and this issue, is we are not sending the technician back again to perform a repair under contract, because per the technician, the unit is still functioning properlyThe customer provides no support for their allegation that it was not fixed properly. We would request that the customer provide such support, such as an invoice from a licensed technician, stating the specific failures with the installReceiving that, the customer can address the issue directly with the technician as, per Contract section VII.Q: “HWA will not be the Authorized Repair Technician and HWA will not perform the Services hereunderHWA will only subcontract with Authorized Repair Technicians that meet its standardsYou agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.” Sincerely, Carl *** Escalated Special Handling

October 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We received the
customer’s complaint and provide the following response, to his unfounded accusation of breach of contract Per contract section I.A.1: “During the Covera** Period, HWA’s™ sole responsibility will be to arran** for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.” The warranty sent a technician to address a reported failure with the customer’s vent hood, that he claimed, never worked properly under contractThey did not advise us of a failure with the unit, but stated that the customer’s hood was under warranty with the manufacturer Per contract section VII.M: “HWA will not be responsible for repairs of systems or components arising from a manufacturer’s defect or recall or while still under manufacturer’s or distributor’s warranties.” When the customer confirmed the unit was in proper working order, and that the initial technician was wrong about the warranty, we contacted them to **t the diagnosis of unit failureWhen this wasn’t received, we offered a second opinion The second opinion provided a diagnosis, but could not **t the needed parts, so the unit could not be repairedPer contract VII.I: “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replacedParts and replacements will be of similar or equivalent quality and efficiency to those being replaced subject to all other provisions, limitations and exclusions in this ContractWhere replacement equipment of identical dimensions is not readily available, HWA is responsible for providing installation of similar quality equipment but not for the cost of construction or carpentry made necessary by different dimensionsHWA is not responsible for upgrade or matching color or brand.” We offered a replacement unit, which the customer accepted, then determined it was the wrong type. We offered the correct type, but the customer states it is too lar**The unit the customer wants, is not readily available. Per section VII.O: “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.” We have offered the customer a check on our cost of the replacement and installation, which is allowed per contract. The customer is demanding a unit that is not readily available, or the retail cost of the unit, which is not. We decline the customer’s demand Sincerely, *** *** Claims 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