Home Warranty of America

I had call several times a response from these guys, it takes about mins to an hour each time you call these guys and no one seems to know what's goingI never received any written documents from anyoneI called and faxed paperwork several times, no one resposesit get real hot in sacramento so I hired a professional trane dealer to fixe my a\cthan got a call from hwa, that they can write me a check, since I had to wait so long, please call the company that fixed my a/cthey can validate my problem, please call them and find outI had to get my a/c fixed,
Sincerely,
*** ***

October 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response As a brief timeline: On March 27, 2017, the customer opened a month warranty with our company, to address eligible systems and components that failed due to wear On May 4, 2017, upon first use of the furnace, the customer reported a cas smell at the furnace. A technician was assigned, who replaced the gas valve on the unit under our warrantyThey reported additional issues with the unit. We Asleft a message for the customer, requesting documentation, in the form of a home inspection, to confirm their unit was in proper working order. We received no response On July 28, 2017, we received a call from a vendor that does service work for us, stating that the customer called them directly for service. The warranty does not allow the customer to select their own vendor, especially without filing a claim. The customer filed a claim, and we assigned a technician to service the customer. We again, received no response from the customer (or the technician.) On October 9, 2017, the customer called our office, disputing the first technician’s diagnosis, versus the second technician’s diagnosis. As a courtesy, we assigned the technician the customer requested, who claimed their was a gas leak in the customer’s furnace piping On October 13, 2017, a plumber was assigned to address the reported leak. A pressure test was done, and no leaks were found in the piping The customer provided all their paperwork from the inspection, and Mid-Summer repair On October 24, (The day he filed this complaint, sent my office a direct online inquiry, and spoke to a supervisor) , we resent the work order back to the customer’s requested technician, to inquire on the previously reported problem We are waiting for the technician’s updated diagnosis Sincerely, *** *** Office of the President

June 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AR-*** Dear Ms***: We have received the customer’s rebuttal, and provide the following response We have no information about a *** unitAs we stated, a *** condenser and coil(made by ***), were ordered to replace the customer’s leaking existing equipment, per our contractual agreement. If the technician received our equipment and then installed different equipment, that would be highly unusual A furnace is not required to be upgraded with a Air Conditioning installation. We have already addressed a fee refund with the customer, in reference to this issue Sincerely, *** *** DE Services HWA Claims Handling Manager

We have spoken to the customer today, and are providing a check for their washer replacement with them directly

July 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s complaint, and the claim in
question has not been open months. We are sorry that the technician that was addressing this issue broke off communication a week ago, requiring us to send a new technician. We have received their diagnosis, and are moving foreward to address the issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

March 7, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** VA-*** Dear Ms***: We have received the customer’s complaint and
are providing the following responseOn January 20, 2016, the customer filed the following online claim: “Covered Item Problem: Gas Furnace - usually located in a basement, attic, or closet When did you first notice the problem?: Two days ago Have you moved into the home?: Yes When did you move into the home?: 12/18/Q & A: Q: Has the Heating System Ever Worked Properly A: Yes Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Will Not Come On Q: Have you had maintenance performed on the system A: No Q: How many heating units do you have A: Two Q: Please tell us which part of the home is not heating A: Downstairs Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: So moved in this house on dec For last days it will either stop heating and temp goes down to Then it come on for minutes or soSometimes the thermostat will go blank and it will just cold air and we cant stop it. Its a gas furnace on the first floorThe one for upstairs is electric and works fine.” Per our agreement, we sent a technician, who advised us on January 22, 2016: “checked unit observed cycles unit working properlyadjusted fan speed recommended less restrictive filter.” Per our contract section III.E: “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is lessThe Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visitThe Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or deniedThe Trade Call Fee is due if you fail to be present at a scheduled time, or in the event you cancel a Service call at the time an Authorized Repair Technician is on the way to Your home or at Your homeFailure to pay the Trade Call Fee will result in suspension of coverage until such time as the proper Trade Call Fee is paidAt that time, coverage will be reinstated, but the Coverage Period will not be extended.” The customer paid his trade fee, and at that time the issue was resolvedOn February 15, 2016, the customer called stating that the unit was turning on and off againPer Contract section III.F: “If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of days on parts and days on labor.” We resent the technician who found no failure with the unit, thus it is not the ‘same issue’ and an additional fee is due, for the technician’s service. The customer is refusing to pay the fee, which per section III.E above, will suspend his account until the fee is paid Unfortunately, if there is an issue with the customer’s system, it is an intermittent problem, which may have to cause the system to become inoperative before the failure can be determinedThe customer wants the technician’s inspection of their system, which was still functioning properly at the time of service, for free Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because:I am not requesting a refund solely based on the lack of action when the claim was initially created, but also the closing of my claim without my knowledge or notification and also the two months of further inaction after a second technician had been assignedI think it is clear that the service I received was not what was promised to me or what is expected by other customers.If a full refund of $is unacceptable, I propose the following:In addition to the $buyout, I would be willing to accept a 30.75% (of months) refund of the contract due to the excessive delays in service to resolve this matter
Sincerely,
*** Smith

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** Andrillon GA-
Dear Ms***
On July 1, 2015, the customer filed the
following claim online:
"Covered Item Problem: Not Coming On At All
Has this item ever worked?: No
When did you first notice the problem?: About a week ago
Have you moved into the home?: Yes
When did you move into the home?: 05/23/
Q & A: Q: Please Tell Us Where The Fan Is Located A: Both
Q: Please tell us how many times this item has worked properly since the contract start dateA: Never
Problem Description: ceiling fan in formal living room has not turned on at all since we moved in
Another ceiling in upstairs bedroom is making noise and now when any lights are turned on or fan, it pops the circuit breaker loosing power on the entire second floor
Another ceiling fan in second room upstairs is making a lot of noise when it is turned on."
Though, per their statement, these fans never worked properly under the contract, we have contacted the customer and addressed the issue with them directly
Sincerely,
Carl ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response above in inaccurateWhen the claim was submitted online it only allowed for a few responsesOnce HWA contractor was sent to our residence, she found the ceiling fan in the formal living room (the only one listed as never working) was due to the remote controlIs now working properly - this fan is not included in my complaint - was resolved with contractor
The ceiling fans we referenced as part of the complaint were the listed above on the 2nd floor of the home in HWA's response that were making noise and that was blowing a circuit breaker when we turned the twitch onThe contractor for HWA indicated after inspecting both fans that the motors were going bad and they needed to be replacedShe indicated this on the invoice she left for us and was submitting to HWAThe contractor witnessed that both fans were functioning, just not correctly
I did speak to Carl September 3rd and agreed to the proposed claim settlement offerHowever,when I called to follow up on disbursement of the check Friday, September 11th the rep could not tell if it was being processed and said to allow 4-weeksI just want to make sure I receive the check/settlement before closing this complaint due to the issues we have had to trying to get this resolved
If HWA could call me when the settlement is processed with a check number and date of mailing, it would be greatly appreciated
Final Business Response /* (4000, 9, 2015/09/25) */
September 25,
Esther Beltran
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** Andrillon GA-
Dear Ms***
We have processed the agreed upon refund with the customer, as of our prior response
They can always reopen this complaint if the payment is not received by them in the next few weeks
Sincerely,
Carl ***
Escalated Special Handling

July 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s inquiry, and provide the following response
The AC claim in question was called in and filed by the customer on June 16, The technician diagnosed the customer’s system on June 21, We received the diagnosis on the June 23, 2017, and approved the replacement compressor on June 26, The customer did call us on June 21, 2017, June 22, 2017, June 23, 2017, as well as June 27, when they approved their portion of the costs to replace the compressor The replacement was approved and the unit was ordered on June 28, (to be shipped from the manufacturer, to the technician’s shop) As soon as the technician receives the part, we would expect it to be installed Sincerely, *** *** Office of the President

November 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response On August 28, 2017, the customer purchased a direct to consumer home warranty with our company, on a property that they closed on in July. (Note: they did not purchase the warranty at closing) On approximately October 14, 2017, per the customer’s verbal estimate, they started using their heat for the season. On October 28, 2017, the customer reported the heating unit for his main living area was not coming onPer contract, we assigned a technician to investigate the failure On October 30, 2017, the technician was onsite, and reported the following day that the gas valve shorted out. With that they found a substantial crack in the heat exchanger that would not have occurred in only two weeks use We are sorry that the customer referenced their home inspection, and a representative advised them to provide it to us. As this is a direct to consumer contract, it does not provide coverage for possible unknown pre-existing conditions, like a heat exchanger that was cracked prior to the coverage period start date As the mechanical failure could not have physically occurred in two weeks use, we would not address the cracked heat exchanger under the warranty. Sincerely, *** *** Office of the President

February 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** KS-*** Dear Ms***: We have reviewed the customer’s complaint, and provide the following response
On January 23, 2017, at PM CST, the customer filed the following refrigerator claim online: “Covered Item Problem: Not Cooling Brand: *** Has this item ever worked?: Yes When did you first notice the problem?: Today Q & A: Q: Please tell us what type of refrigerator you have A: Freezer on the bottom Q: Please tell where the refrigerator is located A: Kitchen Problem Description: Refrigerator and Freezer are not cooling at safe levelsFreezer is barley at degrees and refrigerator is at *** elite French door refrigerator model *** serial ***” We immediately dispatched a service request to a local technician At 5:PM, the customer opened an online request that the claim be reassigned, as service could not be scheduled until Friday The following morning, at approximately 8:AM CST, the customer called our office, and again requested the claim be reassigned, which was done At 3:PM that afternoon, their online request was addressed, and she advised us that the tech that was reassigned could service the following day. She also requested that the repair be performed at that time, which we could in no way approve, as we had no diagnostic information, since the tech had not yet serviced the appliance On January 25, 2017, at 12:PM, the technician called and advised that the compressor seized on the unit, and advised us of the full diagnosis and cost breakdown of the repair. We sent the information for review At 3:PM, the customer called back, and was looking to expedite the claim. Per our contract 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“ As the fastest way to resolve the issue, was to offer the customer a check for our cost of the repair(rather than wait for parts on a repairable unit), we calculated our cost on the repair, and approved the offer On January 26, at 9:AM, we offered the customer $489.69, which was our cost on the repair of her refrigerator. The customer complained, as this was not enough to replace her refrigerator, and accepted the offer The customer has now filed a public complaint, demanding a larger offer, and accusing us of ‘hiding behind our contract’. We have a contractual agreement with the customer, and have followed said contract. We are under no obligation to replace a unit that could have been repaired, and the only reason we did not do so, is that she was looking for resolution as quickly as possible Our offer, that was made to the customer and the customer accepted, is our only offer. The payment has been processed, and we consider this issue closed Sincerely, *** *** Escalated Special Handling

April 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We received the customer’s inquiry, and apologize
for any confusion, referencing the terms of the customer’s Heating & Cooling Repair & Maintenance Essentials PLUS Plan. Per our coverage Terms and Conditions: “Your Plan includes one (1) maintenance visit by an Authorized Repair Technician selected by Us during the initial Term (and each renewal Term) for each product or system designated on Your Coverage Plan Letter.” The plan does not include multiple cleanings of the customer’s HVAC system in a month We again apologize for any miscommunication, and the customer has requested all plan coverages be cancelled, which is in process Sincerely, Carl *** Office of the President

October 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: The customer’s complaint states that: “…the vendor
appliance broke the door to the dishwasherI am not asking them(meaning HWA) to repair the door and have relayed to them several times that I will handle that with the vendors insurance company however I am asking that they complete the work of making the dishwasher operational.” Per contract section VII.Q: “You 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.” So, HWA is not liable for the damage done to the unit, which is what is preventing the repair from being completed Additionally, per their desired settlement, the customer states that they want HWA to replace the unit, that they claim the technician brokeThis means that they are not looking for anyone to repair the door, especially the technician that should repair it if they broke it This issue should be addressed by the vendor that damaged the door or their insurance, and not replaced by the warranty Sincerely, *** *** DE Svcs HWA Claims Handling Manager

August 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint and, to our knowledge, a
technician has diagnosed the plumbing failure as of yesterday We are currently trying to get the diagnosis to address the issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

HWA has satisfactorily responded to my complaintThank You
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 15, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Herchock OK-*** Dear Ms***: We have received the customer’s rebuttal and provide the following response The customer called and spoke about the pool in 2015, and were advised they did not have coverageIf that detail becomes an issue, the call can easily be reviewed As we stated, “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.” We would assume the customer would want a licensed and bonded technician. If they wish us to provide one, as we offered, we will do so The customer states they are out the cost of the pool coverage. They still have the coverage. Again, as we stated, if the customer is cancelling their contract, we will process the cancellation. Or, if they wish us to provide a pool technician we will. We will continue to collect for the coverage that the customer has requested. We cannot cancel an aspect of the contract outside of renewal, so we cannot remove the optional coverage, unless the customer wishes to cancel the contract Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

June 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s complaint, and provide the
following response On June 4, 2016, the customer reported a failure with his AC system On June 6, 2016, a technician determined that their was a failure with his evaporator coil, and blower motor on his year old system. (We were advised it is from 1980, and a brand new coil will not be compatible with the old condenser.) The customer was told that outdoor unit needed to be replaced, due to compatibility issues, which the warranty does not addressThe customer claims the technician did not look at his outside unit, and we are waiting for the diagnosis from the second opinion that was sent to re-evaluate the system Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WI-*** Dear Ms***: We have received the customer’s complaint, and resolved the issue
directly with the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: On November 23, 2016, the customer provided our office the following e-mail:
“HWA: From this point forward all communication with this company will be handled in writing due to possible forthcoming legal issues I have spoken today with *** HVAC concerning their most recent visit to my residence at … on November 18thIn fact I have spoken with the exact service technician who visited my residence and diagnosed the most recent issue with our A/C unitAccording to him, our unit must have a new coil to operate properly as there is major leakage of coolant within our systemAlso, according to him, sheet metal, wires, drainage (which is already there) must be replaced as well in order for our unit to in fact, run properlyTwice today I have been told by HWA representatives that only the coil will be covered and everything else associated with this is a “modification”Replacing what is already there is not in any wildly stretched definition a “modification”, it is a replacementDuring my phone conversations with HWA I have asked twice to talk directly to a supervisor (told both times that this was not possible), and/or whoever is in charge of making coverage decisions (again, told not possible)Incidentally, the additional charges not covered as given to me by HWA did not seem to match the figures given to me to do this work by the HVAC company (HWA’s were higher), which would indicate that perhaps there is some additional fraudulent charges being attempted to be passed on to me as well hereInteresting……… I have also been told that my only other option is a “buy-out” and that I would receive an e-mail with details of this option sent to meI am still waiting for an e-mail for this (not another phone call) Here is what I expect in a nutshell from HWA with this claim: The coil and any and all parts associated with the installation of this coil covered in fullAgain, these are not “modifications” but simply part of the installation processIn return, I will cover the cost of the new coolant (Freon) at the price quoted to me from the HVAC company If this is not forthcoming, then I will be turning this matter over to an attorney for redress as well as the Missouri Attorney General’s Office, the StLouis Revdex.com, the Missouri Real-Estate Commission (for allowing warranties like these to be sold via licensed real estate agents), as well as our local media outlets I will await your reply I provided the following response, to provide the information requested and address his threat “Dear Mr***, I have received your request, and will provide what you are requesting As you state the technician reported a failure with a refrigerant leak in your coil. The warranty is providing a replacement coil to address the failure, the labor to install the coil, with torch costs and refrigerant recovery, as included in your contract. Unfortunately, the coil is not like a motor or capacitor, that can just be plugged into the systemAdjustment needs to be made to the pipes, lines and metalwork around the coil in your home, to accommodate the new equipment. Plus the additional cost of refrigerant. 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 warranty will not pay to modify your home to accommodate the replacement coil The quoted costs for these modifications were provided to us by new systems on November 23, We do not collect these costs, and have nothing to do with their calculation. Your implication that we are raising the costs to our advantage is incorrectIf the technician has provided you a different quote for these costs, I will gladly review it with them Per contract section VII.O, we are allowed to offer our cost on the installation, as a cash out, which would be $ Should you wish to carry out your numerous threats, we will address your legal threats with the appropriate counterclaims for fees and advise the various government agencies, Revdex.com and media of our contractually supported position Sincerely,” Hence, we decline the customer’s demand, and have responded properly to said demand, not with threats but a reasonable response to threats made by the customer As the customer has declined our only offer, we consider this issue closed Sincerely, *** ***
Escalated Special Handling

March 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We are fully aware of the customer’s dispute, and have provided them the refund as allowed per contract. We have paid out funds on the customer’s behalf, and decline to provide them the additional funds they are requesting Sincerely, *** *** Office of the President