Home Warranty of America

I accept the check for $to replace the hot water heater on my own.
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,
*** ***

December 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry, and apologize
for any inconvenience in not providing the vendor’s invoice information and proof of payment We expect a technician that services a customer to provide them proof of repair, and do not issue the customer copies of the documentation provided to our office or copies of checks/money transfers to a vendor’s account The technician’s billed invoice #*** for $was paid on November 17, 2017, with check # *** Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: The company's response still does not address the initial issue at allTheir definition of "modification" is not plausible at allAgain, there is nothing about this that requires a "modification"According to the HVAC Company (which they provided to us) this is simply part of the process of the installation of the replacement part, nothing more, nothing lessI also find that at no time was my wife and I even offered any additional type of "contract" by the real estate agent or this company requiring us to pay more for "coverage" that should already have been provided to us to begin withI will again offer a "reasonable" settlement, which is to pay for the additional coolant but HWA will cover and fix our A/C issue in it's entiretyI do not consider this resolved at all and will continue to pursue it through other legal forms if necessaryI guess the next step will be to file a complaint with the Missouri Attorney General's Office and the Missouri Real Estate Commission as these policies are mainly sold to new home purchasers via licensed real estate agents and agenciesAgain, the only ones being unreasonable here is HWA
Sincerely,
*** *** Jr

July 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s message, and the additional check has been
processed Sincerely, *** *** Office of the President

August 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re* ***: *** TX-*** Dear Ms***: Per our Warranty agreement, section 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“ Per the diagnosis received from the technician, the pipe and pan in question did not break due to wear(and not recently per signs of rust from the safety pan, and secondary drain pan, which has been draining rusty water since before the property closed.). As the damage was not due to wear, we would not address the coil replacement Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

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,
*** ***

October 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have spoken to the customer, requesting documentation from his
two technicians, to confirm their reported diagnosis, so we can send a second opinionThese documents can be sent to my email, ***@hwahomewarranty.com When the documentation is received, we can address their request for a second opinion Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:As stated, the plenum is included and it was properly installedIt passed the inspections and code requirementsThe stated coverage also covers improper maintenance and it was not known at the time of the failureI submit that it could have been wear and tear since it was properly installed and passed all required inspectionsPlease refund my money for the plenum as requestedEdward P Pena
Sincerely,
Edward ***

November 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint and provide the following response
Per our contractual agreement with the customer, section III.A: “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 Section III.D: “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.” And Section 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 unknown…” As the customer states in their complaint, they did not call us when they found their kitchen sink clogged. They called their own plumber. The contract does not allow a customer to select their own technician, and when their technician cut the pipes, damaging the kitchen plumbing, they called us to take over the issue We decline their demand to reimburse them for the plumbing that their technician attempted to repair, and destroyed in the process Sincerely, *** *** Escalated Special Handling

December 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s inquiry, and thank them
for their description As we advised the customer when we offered them the option to arrange their own technician, the warranty would provide reimbursement based on our costs of eligible equipment. So, per the technician’s invoice, the following items were referenced to change out the customer’s leaking 34-year-old water heater: Service charge Water heater Pan Drain line Ball valve Expansion tank T & P drain line Pan Gas valve Drip leg Smoke/COdetector Boiler drain Permit Per the warranty contract, the warranty addresses systems and components that have become inoperative, and does not address: Modifications to the property to install different equipment (VII.J) Holding or storage tanks (IV.B) Drain pans and lines (IV.B) Missing parts (VII.G) Items that have not failed (I.B.7) So contractually, we offered the customer $as our cost of a water heater, with installation, and permit. As a courtesy, we waived the trade service fee, offering that as an additional refund. We hope this is the clarification the customer was looking to receive Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:It is now Aug and my family and I are still in degree heatIt's not that difficult to figure out who told the technician and I the same thing, because all of your company calls are recordedYou can very easily go through the recorded calls
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The equipment was authorized and installed by HWA.If what they are now saying three months, and four "authorized" technicians latter is that they will not cover the repair they should have stated that the first time.I see that the Revdex.com will be unwilling to resolve my issue and therefore will have to seek relief through the court system.
Sincerely,
*** ***

July 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WA-*** Dear Ms***: We have received the customer’s message, and the technician in
question never provided us a bill. Now that we have received the documentation, we have addressed the payment Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:I HAVE NOT RECEIVED ANY REFUND TODATE 3/15/I WILL RESPOND WHEN I RECEIVE THE REFUND
Sincerely,
*** ***

December 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WA-*** Dear Ms***: Per the technician, the repair was completed December 23, Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because: When the check comes in I will accept the solutionThey constantly lie to me so I DO NOT TRUST THEM
Sincerely,
Rogelio ***

July 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and have addressed the
issue directly with the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

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,
*** ***

July 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** FL-*** Dear Ms***: We have received the customer’s inquiry, and after receiving no confirming
information from the first technician, are sending a second opinion with no service fee due, to re-evaluate the issue Their payment is in process Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: they claim to offer warranty coverage but have clauses to eliminate them having to actually cover anything. They have hundreds, if not thousands, of unsatisfied and ripped off customers. When I submitted a claim, I said the A/C was working for days, but not cooling properly and effectively. In another question on the form, it asked when it last worked properly and there's no "in between" option to say it works but not effectively - they are now claiming that means I said it never worked. We are now out $2,for a new A/C unit
Sincerely,
*** ***