Home Warranty of America

Complaint: ***
I am rejecting this response because: This is not true My complaint was not addressed days prior to May I did not receive any kind of response from HWA until May I was told on that date that my claim had finally been approved Prior to that, the only interaction I had with this company is as stated in the original complaint Although my water heater is finally going to be fixed on the afternoon of June 2017, I still believe that weeks (or days) is a long time to wait to have your leaking hot water heater fixed
Sincerely,
*** ***

September 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have received the customer’s inquiry, and thank him for the
information provided We have contacted the technician, and the customer, confirming and explaining the correct cost. We are moving forward with the replacement Sincerely, *** *** Office of the President

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

Initial Business Response /* (1000, 5, 2015/09/29) */
September 29,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94569660: *** NM-XXXXXX
Dear *** ***
The customer filed the following online claim
on July 21, 2015:
"Covered Item Problem: BuiWall Unit
When did you first notice the problem?: Today
Q & A: Q: Has the air conditioner ever worked properly for you A: Yes
Q: Please Tell us the nature of the problem you are experiencing A: Outside unit is not coming on
Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems
Q: Have you had maintenance performed on the system A: No
Q: How many units do you have A: One
Q: Please tell us which part of the home is not cooling A: Entire House
Q: Please tell us how long the unit has been running properly for this seasonA: Day
Problem Description: the central air is not turning onAll the Honeywell screens are blank"
Per Contract, we sent a technician to service the issueThe technician advised (also per online report) on July 25, 2015, that he addressed a blown fuse, and verified that the zone system was correctly programmed
On August 2, 2015, the customer reported that the unit was not cooling properlyWe resent the Technician, but they did not respond, so we sent a second opinion at no cost to the customerThey advised that zone controller had failed, and needed to be replacedThe system also needed to be correctly wired, as the first technician wired one zone directly to the furnacePer section V.B of the Contract, the warranty excludes:
"Electronic, computerized, and manual systems management and zone controllers."
We do apologize that the initial technician did not address the core problem with the customer's systemWe are addressing that with the technician directlyUnfortunately, as the Zone Controller is not eligible for coverage under the contract, we would not be able to address the repair
The customer has stopped making the payments for the coverage and is cancelling the Contract
Sincerely,
Carl ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their original tech rewired my AC so only one zone was workingI understand what is not covered but the actions of the orginal tech is causing more money out of pocket than what should of been causedIf the tech would of addressed the issue right away or informed me of the issue then it would of been a non issueHe decided on his own accord to alter my wiring and screw up my system worse

Complaint: ***
I am rejecting this response because:Before we purchased the property at *** E ***, Jefferson City, Mothe realtor assured us that any appliances, AC, water heater, etcnot in working order would be covered by HWAFrankly we made a decision to purchase this property based on this information
Sincerely,
*** ***

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

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

January 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s
inquiry and contacted them directly to address the issue. We apologize for any confusion with the resolution of their heating claim Sincerely, *** *** Office of the President

November 20, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: ***: Sharpe
TX-***Dear Ms***:We have received the
customer’s complaint and
provide the following responsePer the washer claim, it would seem that the
customer is under the impression that we are hand writing a check and sending it to
her to address the cash out option on her washer. She accuses us of being wicked and spiteful This is
not the case. Like any business, it
takes time to process a refund to a customer.
We have explained how long the process will take, and are currently processing her payment.As to her dryer, she accuses
the initial technician of damaging her unit.
We offered her the technician’s insurance information, in order to file
a claim for a scratched and supposed drill holes on the inside door , or as a
courtesy, offered her $(this is beyond the repair by a second technician
which was approved) to address the damage, which she accepted. Please note, per the first technician, there
was no drilling. The holes were already
there to change the door swing as a temporary fix, which he was not allowed to
complete , and just needed to be resealed.To be clear, over the course
of the customer’s claims she has:Requested the initial vendor be reassigned two hours after the
claim was assigned, because they did not pick up the phone when she called
and she did not like how they sounded on their answering machine.Complained about the first vendor’s service, and cancelled it mid
repair.Demanded a new dryer, claiming that the holes that were supposedly
drilled would allow hot air to escape.Threatened to cancel her coverage, as well as report this issue to
the Attorney General, Revdex.com and others, claiming the technician was racially
biased.Disconnected calls, and been profane with the representatives that
were attempting to help her.We have provided the customer
options in reference to her washer and dryer, which she has acceptedThere is
nothing further to do in reference to this issueSincerely,Carl ***Escalated Special Handling

January 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: The only receipt on file is from the customer’s father’s company. As stated, “We have no second receipt that the customer claims to have provided.” The customer is also trying to blame us for damages that she claims were caused by the technician which she is fully aware, by her review of our coverage, that we are not liable for We have assigned a second opinion to get the diagnosis needed to resolve this issueOnce we have that information, we can determine if the claim is covered The alleged ‘log’ history of delaying claims, is not an honest assessment Sincerely, *** *** Office of the President

September 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have
received the customer’s complaint, and their replacement was completed last Friday We apologize for the delay but we would not reimburse the access costs paid to the technician, nor the cost of the contract that replaced the customer’s HVAC system Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: I have not be given a reason for the delay or the lies told to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: thank you for your detailed rebuttal, however, I'm in no way asking you to cover any gutters or downspouts I never asked for that either and those are words you are adding to my claim to get out of the contract that you so clearly referenced I am asking you to cover the drainage pipe that runs under the foundation of my house Nowhere in the contract does it preclude this In fact, it specifically covers it in the words you quoted from the contract If you were making an argument that you should cover the drainage under the contract then I accept I can not find reference to downspout or gutters anywhere in the contract so please stop using those words since they do not pertain to this contractual dispute
Sincerely,
*** ***

August 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11610987: *** *** Dear Ms***: We have received the customer’s complaint and provide the
following response In January 2015, we replaced the customer’s cooktop under warranty, On February 3, 2015, we contacted the customer, who confirmed the unit was installed and working Almost months later(which was outside of the manufacturers warranty on the brand new unit), the customer called, stating that the unit had never worked properly, and the burner flame level was too low We assigned two technicians to diagnose the issue, and it seems that, though the unit is functioning, the burners that were originally provided by the manufacturer at delivery, are for a liquid propane gas application Though this was a manufacturers defect from the original delivery that no one realized, we can no longer address the issue with the manufacturer, and are attempting to get a quote on the conversion Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

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

June 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AL-*** Dear Ms***: We have received the customer’s rebuttal, and provide the following response It would appear that the customer is focusing on his HVAC claims. To address in detail: On June 12, 2015, the customer opened a month contract with our company On June 23, 2015, (after moving into the property days earlier) they reported their AC unit not cooling. Per Contract, a technician was sent, to diagnose. They found the unit low on refrigerant, and no leaks in the system Approximately a month later, the customer reported the unit not cooling againThe technician was sent back to re-evaluate the issue, with no service fee due. The technician found that the compressor had failed, which was replaced under warranty On February 11, 2016, The customer reported a healing failure. A technician was sent, who found a leaking core valve. The valve was repaired, the system was recharged, and dye was added to the system to look for additional leaks. (The customer is classifying this as the second AC claim. We addressed our cost for refrigerant and the valve repair.) Then in late May, the customer reported that the AC was not cooling. The technician suspected a leak, and we looking to address the suspected failure under contract Sincerely, *** *** DE Svcs HWA Claims Handling Manager

March 28, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** SC- Dear Ms***: We received the customer’s inquiry, and provide
the following response We do not dispute the technician’s diagnosis that person or persons unknown found the defrost board failure in the unit, and rather than replace the defective part, bypassed it, allowing the unit to work around the failed part. This is an improper Repair, and is excluded per contract The customer contacted our office days later, requesting a second opinion. A second opinion would find the same issue (i.ea bypassed non-functional defrost board), and would just cost an additional fee We apologize that a representative with our company suggested a second opinion at no fee to the customer, which the warranty would not provide Sincerely, Carl *** Office of the President

October 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** ID-*** Dear Ms***: Per 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” The customer already approved the $charge for Duct modifications, Flue modifications , Electric modifications, Gas modifications, & Disposal Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** ***-SC-*** Dear Ms***: We received the
customer’s complaint, and though sorry for any delay that may have occurred, are not responsible for an incorrect part being provided by the tankless water heater manufacturer The repair was completed on September 16, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s inquiry, and apologize for any
delay in completing the repair. The customer’s repair requires a specific coil, to go in their *** system, and we have not been provided the information on the coil Per the technician, they are contacting *** today, and will provide the information needed to get the correct part Sincerely, *** *** Office of the President