Home Warranty of America

Revdex.com:The repair guy finally showed up yesterday to replace the thermostat on the ovenI also wish we could have resolved this matter directly with HWA and their repairperson of choice, but the roughly two dozen calls we made to these two businesses between May and August yielded no action, only excusesWe were told that the parts had originally been ordered back in May, then were back ordered, then that they would arrive no later than August (perhaps that was an arbitrary date, given to us so we would stop calling-- it worked for a while)To learn that this repair was only approved on August just confirms my suspicion that we were being given the runaroundAt any rate, we are pleased with how quickly these parts materialized once the Revdex.com intervened on our behalfWe are grateful to be done with this issue and with both of these companies.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

May 18, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OR *** Dear Ms***: We have reviewed the issue with the customer, and though this payment was made in March
2016, are reissuing the payment in question Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** IN-*** Dear Ms***: The customer’s statement that the seller’s disclosure is a legal document, does not change the fact that it is an unverified statement from a third party. We address the statement from the customer, the licensed technician, and the licensed inspector The customer is now disputing why we filed the claim on an item, that he now says was working The contract is supposed to accept claims on items that are eligible under the contract, which the unit was at the time of the claim. It feels like the customer is looking to take whatever position he chooses, to support his demand for a refund, which we again decline, as he is not entitled to one. He filed the claim, we sent a technician to diagnose, and the claim was not covered Sincerely, *** *** Escalated Special Handling

September 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We received the customer’s complaint, and per contract section
VIII.C.3: “This Contract does not automatically renew past the first Covered Period but may be renewed at the option of HWA and where permitted by state law.” Thus, it is not illegal, or unethical for us to select the option to not renew this contract As we have covered claims for the customer for a number of years, the former customer’s implication of our reasoning for not renewing this contract is totally untrue We have no other information for the customer, as we just ordered the equipment. The technician that installed the unit should have her warranty information Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 1, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** *** Dear Ms***: We received the customer’s complaint, and have ordered the equipment
for installation, after the technician provided us the location We are sorry for the delays that occurred in completing this repair. We are not liable for them, and will not pay the vendor’s not covered costs as compensation to the customer Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:
I received a call from one of there respective he did not mention anything about my Revdex.com claim he just said he was calling about my claim with company for serviceI told him there representative are unprofessional and rude he just apologize for there behavior he did not seems to want to address my concern any furtherThanks for all your help but you can close this claim I am just taking my business elsewhere I no longer wish to to continue working with Hwa
Sincerely,
Fionia ***

Complaint: ***
I am rejecting this response because: the issue is with the air handler, not a component of the chiller. They should refund me my purchase price of the warranty if they are declining the claim.
Sincerely,
Edmond ***

Complaint: ***
I am rejecting this response because: My initial statement still stands, replacing the part does not fix a covered problemSystem changes should not negate their responsibility to fix a covered systemIf that were the case they would never need to actually fix issues, they could just give the customer any old widget and get off the hook saying it just doesn't work with your system you replace all these other things and then this widget will do the jobTotal scam, problem submitted no heat, problem after their repair no heatSome warranty
Sincerely,
KC ***

*** ** *** *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AL-*** Dear Ms***: As we stated, this happened on the same day. We are not charging the customer $30, nor are we paying the customer $30, after we have done nothing improper, or deserving of this complaint Sincerely, *** *** Claims Special Handling

August 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** IN-*** Dear Ms***: We have received the customer’s complaint and have processed their
refund Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 1, *** *** 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 On the morning of October 24, 2017, the customer reported a failure with their Kitchen refrigerator. Per our contractual agreement, we immediately processed a claim, and sent a work order to a technician to diagnose the issue On October 26, 2017, the technician went to the property, and was shown the refrigerator in the garage(Per information received later, the customer purchased a new unit, and moved the kitchen refrigerator to the garage.) Per our contract, section IV.I: The warranty excludes “Units moved out of the kitchen” We are sorry but the warranty would not address the failure with the refrigerator, nor would we reimburse the trade fee, due to the technician for their diagnostic. The customer has requested to cancel their contract, which is in process Sincerely, *** *** Office of the President

January 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s inquiry, and apologize for
the delay in receiving the needed information from the technician We have addressed the situation with the customer directly Sincerely, *** *** Office of the President

September 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and have contacted
them directly, to explain that the clogged condensate line, and insects in their unit, would not be wear issues covered under the warranty contract Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

January 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** IL-*** Dear Ms***: We have reviewed the customer’s complaint, and provide the following
response. On November 30, 2016, the customer opened a warranty contract with our company. Per that contract, section I.A.1: “During the Coverage Period, HWA’s™ sole responsibility will be to arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.” On January 2, 2017, the customer opened a sump pump claim. We arranged a technician to investigate, who advised two days later, per online report: “ Primary pump was not working due to the dehumidifier hose pushed too far into pit sitting on top of float not allowing float to come up and operate main pump Remove hose and cycled the pump several times pump is working properly at this time Test operation of water back up they are both working as they should at this timeCollected $trade call fee in cash.” Per contract, section IV.A, the warranty provided coverage for: “Permanently installed interior sump pumps (used for storm water only)” As the dehumidifier drains into the sump pump pit, the sump pump is not only for storm water and would not be addressed under contract On January 17, 2017, the customer requested we send the tech back to re-evaluate On January 20, 2017, the technician again advised that the pump is not for storm water only, and the customer cancelled the claim The customer is now demanding damages, caused by a failed sump pump, that per diagnosis, is not covered under contract We decline their demand Sincerely, *** *** Escalated Special Handling

July 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and spoke to him the day
this complaint was filed in reference to the repair of his washer The warranty will not pre-emptively replace an appliance that has not become inoperative Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:$is how much months of our service costs to refundWe are entitled to that amount minus the $fee as stated in our contract (please see attached photograph)Which would then be $We wanted January to be included (making it months), because we received zero service due to assigned vendors not showing up, refusing to do work, and doing improper repairThat month total (minus the $fee) would be $We want that amount refunded, in addition to the $service fee we paidHWA’s response included mention of the deduction of a “$Diagnostic Fee”, this is a service we never ordered or agreed to, they have no reason to add this fee.We received a refund check from HWA for $56.15.We request a month refund (at $41.53/month) minus the $fee according to contract, plus the $service call fe we paid (where no repair was performed), minus the $HWA refund we just receivedThe total we request to be refunded is $191.50Also, that quote he provided was absolutely incorrect.Update: Mike from ** *** *f St Louis just came to look at our dishwasher and it works perfectlyThe real problem was frozen pipes, this proves that both HWA vendors misdiagnosed the problem and clearly did not complete any repair on our dishwasher.
Sincerely,
Aaron ***

Complaint: ***
I am rejecting this response because:I have had no reply or communication from the company The communication error was on their customer service's end, as well
Sincerely,
*** ***

August 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and are currently
reviewing their diagnosis from May 6, 2016. We are also resending a technician to evaluate the AC that could not be checked in May Sincerely, *** *** DE Svcs HWA Claims Handling Manager

March 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s
complaint and are providing the following responseThe customer is referring to two separate claimsThey are questioning the technician’s diagnosis, in reference to what we were advised as a cause of failureOn July 20, 2015, we received the technician’s report on the Air Conditioner failureHe stated: He found the compressor was not turning on He determined the compressor was hit with a surge, as the wiring was burned, which blew out all of the terminalsThe compressor caught on fire shooting soot everywhereThe name tags was burnt off the compressorThus, there is no question that the technician diagnosed an electrical surge that caused the failure of the condenser (i.ethe failure was not wear and not covered under our contract.) On February 25, 2016, and earlier we received the technicians’ reports on the Water Heater failure They stated: The electric tankless water heater keeps throwing the breaker and the block where the heater connects. It’s overheating and sparking and smokingThere is a terminal block on the tankless water heater that has melted internally, that is causing the tripping of the breaker They found the homeowner had a power surge which burned out the system, due to problem with the breakerAgain, there is no question that the water heater was damaged by the surge that burned out the systemPer our Contract Section IV.C, the warranty excludes “Damages due to power failure or surge”Sincerely, *** *** Escalated Special Handling

May 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** SC-*** Dear Ms***: We have received the customer’s complaint, and the cooktop repair was approved,
and the vendor paid on April 28, Sincerely, *** *** Escalated Special Handling