Home Warranty of America

August 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: The customer is requesting a full refund of their contract cost,
after we addressed an approximately $repair on their Air conditioning As we told them, we are not liable for the delay, and we will not refund their contract cost Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 7, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have been trying to reach out to the technician, who told us they were at the property on June 30, 2016. We are sending a different technician to evaluate, to get this issue resolved Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: My agent, the person who sold me the contract did NOT return my call and I have a time stamped response from the HWA claim agent dated April 9th 8:53am CST, that was the following dayThe business response was factually inaccurate, they did NOT have agents working on that Saturday and the women my wife eventually spoke too, was a service for realtors and stated that she was in a movie theater and her cell phone rang.
Sincerely,
*** ***

August 10, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Herchock OK*** Dear Ms***: We have received the customer’s complaint and provide the
following response On July 9, 2013, the customer opened a month contract with our companyAfter this initial month term, they have been renewing their contract in august, and paying for the coverage monthly In May 2015, the customer called to open a claim on a pool issue, but at that time realized they did not have coverage for their pool In August 2015, the customer added the additional coverage for pool spa to their contract, when they chose to renew their contract, at a cost of $ On May 27, 2016, the customer opened a claim on their pool. We contacted a number of technicians to service the customer’s issue, and even gave them the option to contact their own technician to address the issue, which they still may do. We just require the technician to contact us with a diagnosis, prior to doing any work, so we know what is going on, and can properly address reimbursement The contract does not provide for the cancellation of aspects of the coverage, or any reimbursement beyond a prorated refund of the contract term, less fees upon cancellation If the customer wishes to cancel the contract, that is their prerogative. If they wish us to assign a technician and not provide their own for the pool claim, that is also possible. Unfortunately, we will not provide a refund for optional coverage purchased a year ago Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

April 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** FL-*** Dear Ms***: We have received the customer’s
complaint and with their assistance arranged a technician to Service their Septic Tank Pumping IssueSincerely, *** *** Escalated Special Handling

September 7, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and are contacting him
directly to review the issue Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

December 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s inquiry, and contacted then
to apologize for the misinformationWe have approved the needed repair, and are refunding the additional fee charged Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: Home Warranty of America stating that they will contact me as soon as possible means absolutely nothingI have given up all hopeI am just assuming at this point that the desired outcome will never be reachedIf they really wanted to close this claim as soon as possible they would have just paid to replace the dishwasher after the third time a technician came out to the house and said he couldn't fix it
Sincerely,
*** ***

March 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** MO-*** Dear Ms***: We received the customer’s inquiry, and have contacted
them directly to settle the matter Sincerely, Carl *** Office of the President

Initial Business Response /* (1000, 6, 2015/06/30) */
June 30,
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** ***: MI-XXXXXXX
Dear Revdex.com:
We received the customer's complaint and would like to respond
accordinglyOn June 14, 2015, Direct Energy offered *** *** a "trial' twelve month protection plan Contract at no cost to the customerWe are sorry *** could not get through on our fully functional phone lines, but as it seems that she does not want our trial plan for this property, we will gladly cancel the free Coverage
If you should have any questions or concerns I can be reached at XXX-XXX-XXXX
Sincerely,
Carl Hewelt
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 8, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept they cancel this free contractBut I also want *** informed that my husband *** *** did not authorize anyone on June 14, 2015, from Direct Energy to send a "trial' twelve month protection plan Contract at no cost to the customerMy husband and I were out of town and have proof we were not home to answer any phone calls because we were on vacationThank you Revdex.com for all your help and in resolving this issue

July 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We received the customer’s inquiry, and the requested repair was completed
Sincerely, *** *** Office of the President

September 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX- *** Dear Ms***: It appears that the customer is again addressing his position, which is that the warranty should address some type of reimbursement for the damage caused by his washing machine, and replace said unit, based on the fact that any repair will eventually fail. He wants the warranty to guarantee that a repair done to his washing machine will make sure the machine never leaks again Per our prior response, we are not liable for damage cause by appliances, nor are we liable for the intermittent problem that he claims the technician did not address. So we will not reimburse the $1,he paid for a deductible, nor will we replace a repairable unit to prevent a future failure Additionally, per our system notes, as of the last conversation with our office, the customer did not accept the buyout, stating he would get back to us. We will process his payment, based on his statement here Sincerely, *** *** Office of the President

July 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: As we stated: The equipment was not installed by HWA. 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.” Nor are we waiting to reach the end of the contract If the customer claims that the technician made an error, he can address that with the technician, or their insurance provider. We are not liable for their supposed negligence, or other conduct Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s inquiry, and addressed the
issue with them directly We apologize for any inconvenience caused by this issue Sincerely, *** *** Office of the President

July 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** KY-*** Dear Ms***: We are sorry the customer is dissatisfied. We need a diagnosis from a technician that works on this type of failure, especially since the failure was noticed days into the contract term We gave the customer the option to get his own technician, but e is waiting for the one assigned Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and approved the required
repair/replacement as of yesterday The customer is contacting the technician for the requested cost breakdown, which we would expect them to provide Sincerely, *** *** Escalated Special Handling

March 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** TN-*** Dear Ms***: We have received the customer’s complaint, and have contacted them directly to
address the issue Sincerely, *** *** Escalated Special Handling

July 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: Upon review of the initial call, and claim: On June 13, 2016, The customer called our office stating that they had never received contract information. She also advised that three days prior(June 10, 2016), when she attempted to use the downstairs unit for the first time(because it had just gotten hot), it was not cooling properly. Per contract, we assigned a technician to diagnose the issueThere was a scheduling problem with the technician, and we reassigned the claim to a new technician. The new technician found a leak in the unit, and charged the unit with refrigerant. A few days later, the customer reported the unit was not coolingThe technician was sent back and found the compressor bad in the unit. As the unit never worked properly for the customer, needed a repair, and still was not working properly, we requested the customer’s inspection to confirm, per contract section I.B.7: “Components 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 Date.” The customer has no inspectionSince the unit was never worked properly, and a problem would have been detectable by visual inspection/mechanical test, as it was when the customer turned it on, on June 10, 2016, we would not address the issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 11, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: ***: *** ***Dear Ms***:We have received the
customer’s complaint and
provide the following responseThe customer purchased
a warranty with us on October 27, On November 6, 2015, the
customer called in claims:A washer that was leaking and providing an error code upon the initial use of the unit the prior dayA heater that did not work upon initial use when the propane tank was installed the prior dayWe sent two technicians to
diagnose the issues. Per their
diagnoses:The washer’s door hinge was broken, the cold water valve was
corroded boot and the boot/door seal was warped.The furnaces ignition control board had failedPer our Contract section
I.A.2:“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.”And 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 Date.”As neither item ever worked properly
under the contract, we requested a copy of the customer’s inspection, to
confirm if the items in question were in proper working order on the Coverage
Period Start Date.As the customer had no
inspection done of the property, and the issues would have been detectable by visual
inspection or mechanical test, as they were when the customer first used them,
the warranty would not repair the items that were not in proper working orderIf the customer wishes a
refund, they can provide a written request to cancel, and we will process a
reimbursement per Contract section VIII.E.Sincerely,*** ***Escalated Special Handling

Complaint: ***
I am rejecting this response because: The issue has not been resolved. It is on-going. The $has been resolved and HWA has acknowledged this was their error. I have filed a claim but the technician you have assigned still has not been in touch and it is end of the day. I will not consider this matter closed until my claim has been fully processed. It is still pending as I still haven't received an appointment for the service call to fix my leak per the warranty. I have provided your representative with a copy of the Home Inspection as requested but I still haven't heard from the technician. The issue is still pending.
Sincerely,
*** ***