Home Warranty of America

December 10, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: 10983655:*** IN 954389Dear Ms***:We have received the
customer’s complaint, and provide
the following response.In November 2014, Ms*** called our company to schedule her annual
maintenance. At that time, she
complained that her payment was taken out causing an overdraft and wanted the
automatic withdrawal stopped. At that
time she was given the contact information for the department that would
address that concern, and was advised to call them directly to make the
arrangementThis was not done by the customerSo, this year, when the
automatic payment was scheduled to occur, it happened as normal. When the customer requested cancellation on the
day of renewal, we processed it and returned her monies in full as of December
7, 2015. We will not pay for penalties
charged by her financial institutionSincerely,Carl ***Escalated Special Handling

April 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We received the customer’s inquiry, and apologize for
any frustration they may have endured in the resolution of this claim. We have spoken to the customer directly, and resolved the issue Sincerely, Carl *** Office of the President

Complaint: ***
I am rejecting this response because: This is again a statement on the companies behalf. I told the rep that I wanted to *** my policy on the very first phone call made. If the call was recorded they will be able to play it back to hear exactly what I was told when I said I wanted to *** the policy because I would not be able to use it. I was told that I could not *** within the first days as it was in my contract. I waited the days like I was told I had to do to *** the policy and was then told there was a fee. I would like my full refund of $funded to me in a timely fashion of 3-business days. The money would not have been charged to my account had the policy been ***ed on the first request like I asked
Since***,
*** ***

Complaint: ***
I am rejecting this response because:M y contract clearly stated water heater was covered for sediment build up which I proved to contractor He continuously argued with me He did not deserve any payment for doing no work Also they never even looked at my other leaking faucetsThis service is no service, contractor told me even before entering house that "they would not replace my water heater" they being HWA How would he know that? unless he was instructed to say that from HWA? totally a *** I want a full refund there was no service whatsoever to my home A real business would stand by their customer service not enforce stupid contract rules and receive horrible customer reviews No wonder this company has so many customer complaints on the Revdex.com website, Because they are a ***
Sincerely,
*** ***

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 ***

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: 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,
*** ***

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

December 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: Per a report provided to our office by ** ***, the only failure with the customer’s laundry system is that the washer is larger than the dryer, which is causing the customer to overload and overwork the dryer with every load Rather than providing a diagnosis of failure from another technician, the customer is threatening legal action Clearly, this implies that there is no failure with their existing unit, and the customer wishes to receive over $1,for a new unit, while their existing dryer is still working to the best of its ability We decline their demand Sincerely, *** *** Escalated Special Handling

June 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint, and we have resolved the situation
with them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager

I have been in constant contact with y’all regarding this issue. How many horrible customer service experiences do I have to suffer through before my issue gets resolved?

December 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and the issue has
been addressed with the customer directly Sincerely, *** *** Escalated Special Handling

June 21, *** *** 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 21, 2016, the customer/agent opened a month contract with our company Approximately two weeks later, they opened the following claim on their Air Conditioner: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Today Have you moved into the home?: No 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: Everything is on and running but we are getting very little cooling 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: Yes Q: How many units do you have A: Two Q: Please tell us which part of the home is not cooling A: Upstairs Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Since morning we have observed that###-###-#### temperature on upstairs thermostat is not going down” Per our contractual agreement, we assigned a technician to diagnose the failure On June 12, 2016, we received the technician’s diagnosis, which was that the year old coil was rusted and leaking. Per our Warranty contract, 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.” As a coil would not rust and leak in approximately weeks, we requested a copy of the customers inspection, to confirm the unit was in proper working order. Per the customer/agent, he purchased the home years ago, when it was under a builders warranty. Since that warranty had recently expired, he purchased our contract, stating he had no knowledge of the leaking coil. As the leak in the coil would have been easily detected by visual inspection or mechanical test on the coverage period start date, we would not address the replacement of the unit that was not in proper working order Sincerely, *** *** DE Svcs HWA Claims Hand

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI hope to receive the refund in a timely manner
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/12) */
August 12,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94563727: Sharpe AL-
Dear Ms***:
We received the customer's complaint, and their
Contract refund was returned to their credit card as of August 7,
Sincerely,
Carl ***
Escalated Special Handling

August 25, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11639688: *** IL-*** Dear Ms***: We received the customer’s complaint, and provide the following
response The customer closed on their property in Mid may, and at the time, their real estate agent purchased a warranty for them with our company. This warranty requires all systems and components to be in proper working order, and become inoperative due to wear In late July, the customer reported that, a month prior, they noticed the drains in sinks slowing down when they used them, which was getting steadily worse, to the point of full clog. Per our agreement with the customer, we sent a technician to diagnose the issue, to determine if the issue was covered under contract The technician contacted us a few days later, and reported that the piping was improperly installed, at the wrong pitch, which was causing the piping to clog Per Contract section VI.H: “HWA will repair or replace a covered system or appliance that fails or identified due to an associated failure that was not properly matched in size or efficiency, and/or improperly installed prior to or during the Coverage Period, provided that it was unknown or could not be known to the Home Seller, Home Owner, real estate or other agent by a visual inspection or simple mechanical test prior to the Coverage Period Start Date.“ We requested the customer’s inspection, to confirm the issue was unknown and per the document: “Review by qualified contractor, Repair or replace (1) There was an access cover that appeared to be a catch basinThese are typically no longer installedWhen they are installed catch basins require regular maintenance to prevent backups of the sewer system into the buildingRecommend plumber to inspect further and clean out, maintain, or repair catch basin plumbingThis is recommended prior to closing and regularly to prevent plumbing issues, backups, and clogsRecommend not growing vegetables near catch basins due to risk of cross contaminationA catch basin can also leak sewer gas and impact air quality.” The document recommended further plumbing inspection prior to closing, to address plumbing issues, including clogsAs the improper installation could have been determined by an additional plumbing inspection, we declined to address the issue. We advised the customer, who became very angry, made numerous threats, and filed complaints like this one Another department reviewed the issue, and believing the issue could be addressed, in part, as an unknown improper installation, we sent the technician back to review. The technician needed access to address to check the piping, and the customer requested a second opinion, to re-evaluate, which we allowed Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

Complaint:
I am rejecting this response because:This should have been explained beforehand by HWA when setting up the service call and Milty Septicbefore they started diggingNothing was ever said until they told her to write the check for 145.00.I have yet to see the clause after paying extra last year for this specific service.It states for any service call or less and of course its never been less.I feel it should have been stated beforehand by both parties or a written agreement that's signed and sealed instead of waiting until the service was provided.Not to mention the mess they made by not completely covering the hole back up and leaving big chunks of dirtclods in my grass.I would never give either company a good recommendation.Paying HWA almost 700.00/yr for the past or yrs now it seemed like they would back up their customer.Guess not?No, I am not happy with the service from either party involved.Thanks,Brock ***
Sincerely,
Brock ***

June 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** IL *** Dear Ms***: We have received the customer’s complaint, and addressed this
issue with them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 4, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response, in timeline form On April 10, 2017, the customer wrote a 13-month warranty contract with our company, which requires that all systems and components be in proper working order as of that date On May 1, 2017, at 9:AM CST, the customer filed the following online claim: “Covered Item Problem: Other When did you first notice the problem?: Yesterday Have you moved into the home?: Yes When did you move into the home?: 04/10/Problem Description: HVAC unit will not come on and runFurnace will not work and blow eitherNo fan coming on and no heat or air will come out of vents.” On May 4, 2017, the technician provided their diagnosis, reporting that the indoor coil was in poor condition, (covered with rust and dirt, appearing to have never been cleaned.) The outside condenser had crushed and bent fins, as if someone had washed it improperly with a power washerPer our contract, section I.B.7, the warranty defines ‘covered systems and components’ as: “…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 outside unit’s fins being physically crushed would not be a wear failure, we declined to address the repair/replacement of the customer’s HVAC system On May 5, 2017, the customer was advised of the rejection, and stated to our office that everything checked out properly on her home inspectionWe requested documentation to support her position. On May 11, 2017, we received two documents: A due diligence request and agreement dated March 20, 2017(signed by the buyer, but not the seller), referencing an attached report and requesting several evaluations/repairs to be performed by the seller, including “Have licensed HVAC contractor service the system & evaluate/repair as needed, evaluate ductwork & repair/replace as needed.” An undated cover page from *** Construction referencing the sales agent, and the property in question, with the following signed statement by the owner: “At your request I have re-inspected the property located at *** *** *** *** Norwood, N.CThe repair request list that was approved by the buyers and the sellers were inspected and found that all repairs were completed in a good wookmanship manner.” We spoke to the customer on May 15, 2017, to advise that the received documentation eluded to numerous mechanical failures with the systems at the property, that were serious enough for the buyer to request the seller address prior to closing (as well as provide proof that the issues were addressed), and gave no clear specifics as to the service/repair of said failures, we again requested the customer provide the inspection that they stated showed everything was in proper working order The customer provided two additional documents: A 93-page home inspection, performed March 15, 2017, from *** Home Inspection Services, which made specific comments (with pictures) referencing review/repair of known issues in the property, including more than five separate references to HVAC/Duct issues/problems A written statement on an invoice from *** *** *** ***, dated April 27, 2017, that references the customer’s name and address (Please note: this is days after the coverage period start date, and three days prior to the customer’s electronic filing of their Air Conditioning claim): “The day I checked AC, the refrigerant pressures were reading right on my gages. I went inside and the temperature was in range. Thank you*** ***.” The *** statement in no way addresses the physical damage to the condenser/fins at the property, as well as other AC related service/repair referenced by the *** inspection. It does state, that on an unspecified date, that *** *** checked the system and found it cooling On May 23,2017, we asked the customer to provide us an invoice that shows that the issues mentioned on the inspection were addressed/repaired. We have received no other contact from the customer, until this complaint was filed seven months later, which: States the failure occurred ten days before they filed the claim and ten days after they moved in, which is not what they told us above, on the day the claim was filed electronically Claims the replacement system was supposed to be covered, which was not the case, based on the information received from the customer Confirms ‘ALL of the paperwork requested plus some’, was provided, which was not done We are sorry the customer’s daughter is sick, and cold, but that does not make us liable for an HVAC system that was never in proper working order on the coverage period start date, per the documentation received by our office, which is required by our contract Sincerely, *** *** Office of the President

December 3, 2015Lucille GarciaDispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: *** TX-2040705Dear Ms***We have received the
customer’s complaint and provide the following response.On November 21,
2015, upon
first use of their heating system, the customer reported that the heating
system was not working properly and had never done so under the ContractWe
immediately assigned a technician to diagnose the issue.The same day, the technician reported
that the year old straight cool system was improperly wired, to have the heat
and air run simultaneouslyThey also found a repairable leak in the coil,
which was addressed under the Contract.(except for the additional cost for
refrigerant over the contract cap).Over a week later, the
customer called back, advising that the vendor had been out multiple times, and
the problem was getting worse. We sent a
second opinion, to confirm the failure.That technician advised that
six years before, someone had installed a new ton straight cool condenser, in
a home with a year old ton heat pump air handler Not only had the system been improperly
installed/wired, but it was also too small for the 2,square foot home.Per our Contract:Section 1.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.”By
the customers statement, the heater never worked properly, and as we were
advised by both technicians, did not break down due to wear.Section VII.J” “HWA is not liable for repairs related to adequacy
or capacity of appliances, components and systems in the home; improper
installation, design or previous repair of appliances, components and
systems; problems or failures caused by a manufacturer’s defect.”The
warranty would not address the prior installation of the improperly sized
straight cool unitSincerely,Carl ***Escalated Special Handling