Home Warranty of America

Complaint: ***Why should I eat the cost of the diagnosis once again? I paid $call fee for a misdiagnosis already. Parts were ordered and installed and my dishwasher is still not working
I am rejecting this response because:
Sincerely,
*** ***

May 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:McKinley NC-*** Dear Ms***: We have received the customer’s complaint and have addressed the issue directly with the
customerSincerely, *** *** DE Svcs HWA Claims Handling Manager

July 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s complaint, and after receiving a
defective part, the technician is expecting to receive the part and complete the repair over the next few days Sincerely, *** *** DE Svcs HWA Claims Handling Manager

March 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: The customer can reopen this complaint whenever they feel it is necessary. There is no reason for the customer to leave the complaint open, when we are sending someone to re-evaluate, which is addressing their request. Sincerely, *** *** Escalated Special Handling

February 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint
and are providing the following responseOn February 10, the customer processed a plumbing claim, referencing a stoppage that could not be cleared with drain cleaning chemicalsOn February 23, 2016, the technician advised that he went to the property, and tried to clear the clog numerous times, but it could not be cleared. Per our contract, section IV.A, excluded: “Stoppages and clogs in drain and sewer lines that cannot be cleared by cable, hydro jetting or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 125’ of access point)” As the technician could not clear the clog, he suggested cutting into the pipe to attempt to clear the stoppage againAs the clog could not be cleared, we would not address the access and replacement of the plumbing line to further attempt to clear the clogWe apologize if this non covered issue was not made clear to the customerSincerely, *** *** Escalated Special Handling

December 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** MO-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response Though they are in possession of their written contract, per our contractual agreement with the customer: Section III.C: “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service (emergency usually considered to be loss of life or peril).” 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.” As we did not approve the customer to get their own technician, and we did not approve *** *** *** to repair anything, we would not be contractually liable to reimburse the customer for anything they purchased outside of the contract and without our approval As we request on the Revdex.com website, we would request that the customer contact me directly (my contact information is available on our Revdex.com site) to discuss this issue Sincerely, *** *** Escalated Special Handling

September 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We are sorry that the customer does not accept that we do not have the correct number of their coil, but this is the case Their assumption that this claim will end with their contract is also incorrect. The issue is still eligible, and we will not be providing premium refunds, based on the customer’s believe that the issue will not be resolved Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: it needs to be communicated via a written response what money is being offered and whyThe technician indicated that the unit needed to be tesplacedHe never said that the unit could be fixedIn addition the response from the business does not include three of the calls I made to the company requesting them to move this forwardI requested a supervisor to call and discuss the written offer of the buyoutIt took five days for a supervisor to call who never left her nameThe message simply said you wanted a supervisor to call and to call back the same main number. We we had two other technicians look at he unit during the course of non response from the HWA company during the degree weather days Both companies stated that the unit could not be fixed and must be replaced and the coil could not be fixedThe amount of $1365, that I have received verbally,is so insignificant compared to what the other companies stated it would cost to replace the unitWhile I respect HWA's ability to negotiate price breaks for volume, it is impossible to have that significant of a price breakwe have been told by multiple companies that you cannot replace the AC of a dual unit without replacing the heaterThe cost that we have received are a range from $9000.00- $11, HWA has failed to uphold their end of the agreement causing significant and unnecessary delay to our family's detriment I request a minimum of $to close out this claim or I will forced to explore other alternatives
Sincerely,
*** ***

August 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AL-*** Dear Ms***: We have received the customer’s complaint and we are providing the
following response On June 10, 2016, The customer opened a month warranty with our company On June 16, 2016, the customer called to see if they could get their septic tank covered because they thought they were having a problem. We advised that they had no septic tank coverage, and only coverage for pumping if they had a septic certification On June 18, 2016, the customer called our office and wanted their septic tank covered, we re-explained their coverage as we did two days prior On June 20, 2016, the customer reported they had work done on their septic tank June 17, 2016, and wanted reimbursement. Our contract requires that a customer file a claim, and that we send a technician to investigate the issue. We do not reimburse for work done outside the warranty and without authorization On June 24, 2016, the customer requested to cancelWe received their e-mailed request on June 24, On August 3, the cancellation was processed and a check was cut to the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 16, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611*** *** *** ***Dear *** ***We have received the
customer’s response and have confirmed they check is being reprocessed, and
will be mailed to them next weekSincerely,*** ***Escalated Special Handling

August 4, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL NC-*** Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint and we were
advised that the unit was repaired, with no additional charges, the day after the complaint was filed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: The allegations made by the warranty company are falseTo begin, the day I filed this complaint, I again called HWA for the third time to try and get some help or resolutionDuring that call with *** out of the Phoenix office and her forwarding my case to Joe Bher supervisor, I was told that I could use an independent contractor with prior authorizationI did call an independent contractor, but had no intention of being reimbursed by HWA, it was simply because I did not trust their vendor or any other vendor they would send
During that call, *** informed my that because of how terribly I had been treated, my case warranted after the fact authorization, and that all I needed to do was send in the invoice for what I paid, via emailI was appreciative of her help and I emailed my invoice.This was not done to necessarily get my money back for the independent vendor, but to provide proof that the diagnosis made by the vendor they sent out was falseThe contractor I used, actually took the time to do the work, theirs did notI did not have my toilet replaced, so HWA is absolutely wrongThe invoice I sent them shows that it was simply a diagnosisAdditionally they claim in their response that they offered me a second opinionWhat they failed to say was that it would cost me the trade call fee of $75, which was why I declined, as I could have the other company come out and diagnose the problem for $49.95Additional information the is pertinent to the case: HWA has never once called me to resolve this issueI have called them three times, and spend up to an hour on hold each timeThe vendor they sent to diagnose the issue damaged my toilet, leaving scratches inside the bowlThe vendor I used and sent the invoice to HWA for review determined that the issue was not a clog but the age of the toilet, making my claim valid, per ***HWA should cover this claim because it is wear and tearI want a phone call from HWA, and I want this resolvedThis is no fault of mine, this is not negligence, and this is not fairHWA is responsible for either covering the claim entirely or making this right by sending a vendor at their cost (not mine) as this case is still open and unresolved
Sincerely,
*** ***

January 13, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11082391: Ford WI-Dear Ms***: We have received the customer’s complaint and are providing the following responseThe Customer purchased our Contract at the closing of his property on December 23, 2015, and moved into the property on December 26, On January 6, 2016, the customer called and advised that two days prior, he noticed the hot water heater banging, a smell of gas in his laundry area, and sediment coming from faucetsA claim was processed for his Water Heater, and we were assigning a technician to diagnose the unitThe following afternoon, the customer called back to check on the status. At that time we offered him the ability to get his own technician, to expedite the claimHe declined and the cancellation of the contract was discussedThe next day, a technician was assigned and the customer provided him pictures of the unit. Per the technician, the unit was leaking and improperly installedThe technician scheduled the service for Monday, based off the customers availability On Monday, under a more in depth diagnosis, the technician reported that the year old, gallon gas water heater was leaking from the tank, due to ageAdditionally, the unit was improperly vented to the side of the house and not the roofPer the water stains on the floor from the leak, the tank had been leaking for longer than the weeks the contract hat been in place. Per 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.” We had requested the customer’s inspection, to determine if an issue with the water heater was known or could have been detectable by visual inspection or mechanical testPer the partial document provided, the inspector advised that the water heater was a safety hazard, and references a note later in the inspection, which was not provided. We have requested the remainder of the document from the customer to confirm the unit was in proper working order, but the customer will not provide it. It would appear that the customer prefers to inappropriately discredit our service, rather than provide the documentation to allow us to review the issueAs the customer has made no demands with his complaint, they are not looking for anything further from us. To attempt to resolve the complaint, we request that the customer provide the remainder of the inspection document, or we offer a full refund of his Contract in the amount of $530.00, upon receipt of his written request to cancelSincerely, Carl *** Escalated Special Handling

February 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have reviewed the customer’s complaint, and provide the following
response We have received two separate independent diagnoses that there is no failure with the customer’s heat exchanger, and three (including his technician) that there is no CO leakage The warranty requires a mechanical failure to address a repair, and we will not reimburse the customer for a repairs arranged without our approval on a system that has not failed Sincerely, *** *** Escalated Special Handling

August 24, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11610987: *** *** Dear Ms***: We are not liable for the manufacturer providing the incorrect burners on the customer’s cooktop We are not providing the refund the customer is demanding and consider this matter closed Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

June 26, *** *** 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. On June 4, 2017, the customer opened an Air conditioning claim, stating: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: Yes Q: Please tell us how the heat worked for you A: No Problems Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: There is no air coming out of the vents 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: Never Problem Description: We went to turn on the air conditioner and it seemed to be workingWe could hear it running, however, no air was coming through the ventsWe bought/moved into this house in January and just now needed to turn the air on.” We immediately assigned a claim to a technician, per our contractual agreement, and per the agreement, the customer paid their trade service fee Per 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 denied.” The customer has filed this complaint, though the contract clearly states the fee is due for every call dispatched and scheduled, which this claim was We deny the customer’s request for a refund, because the trade fee was due to the technician for their diagnosis, and properly paid by the customer Sincerely, *** *** Office of the President

Complaint:
I am rejecting this response because: my technician Ian did NOT pay retail costHe paid wholesale through wholesale distributorAnd many area technicians do not believe and are willing to state that they do not believe anyone can replace an percent effecient furnace for $621.00.
Sincerely,
Ryan ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** It appears we have hit a brick wall and will not pursue further restitution for our A/C unit We will however, take their courtesy offer of a full refund of the cost of the policy Can they please advise us where to send the letter requesting refund?
Sincerely,
*** ***

February 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** ID-*** Dear Ms***: We have received the customer’s complaint, and have been advised that the
parts in question were expected today, and the repair should be completed shortly If this does not occur, we would be happy to reassign the issue to a new technician to complete the repair Sincerely, *** *** Escalated Special Handling

December 22, *** *** 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 October 20, 2016, the customer opened a warranty contract with our company On November 21, 2016, the customer moved into the property On November 29, 2016, the customer noticed a gas leak in their home On December 1, 2016, the customer reported the issue, and a claim was filedWe advised the customer that a trade service fee was due at the time of service On December 6, 2016, we received the technician’s diagnosis of a leaking attic regulator, and approved the repair(The customer did not pay their trade service fee) On December 8, 2016, the technician advised that they could not complete the repair, as the line was not grounded, which could make the technician liable for any electrical failure that occurs related to the line On December 9, we calculated our cash out of the cost of the repair, less the fee that was not paid On December 12, 2016, we advised the customer of our cash out ($135). The customer demanded $250, and stated that the pipes did not have to be grounded. Now, the customer is demanding to cancel their contract, wants $400.00, stating the line does not have to be grounded We do not dispute that statement, but we also do not expect any technician or our office to assume any liability for working on a non-grounded line. We are only liable for $135.00, as the customer paid no service fee, and that is all that will be paid for the repair. Additionally, if the customer wishes to cancel, that is his prerogative, but he will only receive a prorated refund less fees and paid services, per section VIII.E of our contract. This would include the $cash out, if accepted by the customer Sincerely, *** *** Escalated Special Handling