Home Warranty of America

August 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MD *** Dear Ms***: We have received the customer’s complaint, and a technician is
servicing his washer tomorrow Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s inquiry, and have reached
out to the customer and technician, leaving messages for both for a status update on the issue (see below for the last information we received). We are sorry for the current delay and will provide a brief written explanation of the current situation of the customer’s pool coverage On July 8, 2017, the customer renewed their warranty coverage with our company, which per contract section V.F, provides $in the aggregate for coverage for the pool On August 11, 2017, the customer opened a pool/spa claim, in which the warranty paid $for a valve actuator replacement On October 17, 2017, the customer opened a pool/spa claim, for their control board, which is excluded from our coverage On December 1, 2017, the customer opened a pool/spa claim, reporting a blown fuse. Based on the technician’s diagnosis, the customer had a failed motor and seal, which was addressed under contract(cost $631.55) So, as of December 27, 2017, when the customer advised he had additional pool issues, we called the vendor, who advised there were additional issues (but provided no specifics). The warranty has $balance remaining on their cap to address the pending issues. We will gladly provide these funds to the vendor or the customer, once we are advised of the diagnostic/eligibility of the additional failures Sincerely, *** *** Office of the President

October 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received
the customer’s complaint, and provide the following response On October 6, 2016, the customer noticed water leaking from the base of her toilet. Per our contract 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 discoveredHWA will accept Service Requests hours a day , days a week , days a year at 1-*** or online at www.HWAHomeWarranty.com.” It would appear that the customer did not do thisThe customer attempted to repair her toilet leak, by ‘tightening it’, rather than shutting off the water, and draining the toilet.(per their complaint) She then filed a claim on October 7, 2016, at 10:AM. At no point did the customer advise us that they discovered a broken part in the course of tightening their toiletPer our contract section I.A “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.” We arranged for a technician to come to the property, and they did on the morning of October 10, 2016. Per their diagnosis received, the technician found the toilet rocking, due to toilet bolts missing from the toiletAt no point, did the technician report a broken part on the counter, much less a broken screw. We were advised the bolts were missing. Per our contract section VII.G: “HWA is not responsible for consequential or secondary damageThis includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts…” We have spoken to the technician, who has confirmed the part was there, and thus the parts were not missing. They are reimbursing the customer the requested $ Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 27, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: 10969998: Oden IL-1078397Dear Ms***:We have received the
customer’s complaint, and
we are providing the following response.On August 31, 2015, the
customer filed a claim for their air conditioner, referencing a water leak in
the unit, and a burning smellPer our contractual agreement, we sent a
technician to address the reported failureOn September 10, 2015, we
were advised of a failed capacitor and blower motor, which were covered under
the warranty. The customer paid their
trade fee, and we addressed the repairOn September 14, 2015, the
customer reported that the heater was not coming on, and filed a heating
claim. We assigned a technician to
address, who found a clogged drain This
would be a maintenance failure and not covered under contract.On November 9, 2015, the
customer called stating the unit was not coming on. The technician found too few wires on the
thermostat causing the malfunction. As
the warranty does not cover missing parts we would not address the missing
wires.November 23, 2015, the
customer called back stating the pilot would not stay lit. we sent the technician to address, and they
cleaned the pilot assembly They were
charged a trade service fee on this call, which is what they are disputingPer the 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.“The service that was performed
under the Contract (the AC claim capacitor and blower replacement), did not
fail and had nothing to do with the heating claim and pilot issue .Thus, the customer would be
responsible for the second trade fee, which they consented to prior to filing
this complaintSincerely,*** ***Escalated Special Handling

October 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received
the customer’s complaint, and his parts are on order for the repair Sincerely, *** *** DE Svcs HWA Claims Handling Manager

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 contacted them
directly to resolve the issue Sincerely, *** *** Escalated Special Handling

Tell us why here...Re: *** ***Your Claim No***HWA Contract No*** To Whom It May Concern: Home Warranty of America is in receipt of your correspondence regarding the above referenced claimHome Warranty of America would like to report that we continue to work closely
with Mrs*** in efforts to resolve her claim.Home Warranty of America records indicate that we have sent out a number of vendorsMultiple vendors have indicated that there was either no failure to the system, or that the failure is not able to be locatedWe understand this situation is a tough one and would like to resolve the issue for Mrs*** as soon as possibleIn efforts to amicably resolve this matter, we have asked Mrs*** if she may provide us with unit specific specificationsThis would allow us to construct a more reasonable option to Mrs***. Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me directly at 224-***-***. Yours truly,Home Warranty of America Memo ***Office of the President

April 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Crawford FL-*** Dear Ms***: We have received the customer’s complaint
and are providing the following responseOn April 18, 2016, the customer called our office, reporting a leak at the kitchen sinkPer contract, we sent a technician to diagnose the issue On April 2016, the technician called our office, reporting that the faucet was broken due to misuse(overturning the faucet). This is not a wear failure and not eligible under the contract. We called the customer that evening to advise of the technicians findings and left a messageApproximately a week later, he called back, requesting to cancel the contract. We explained the procedureHe then called back and stated what he stated in his complaint (“The technician arrived and stated "He couldn't tell what the exact issue is but I need a new faucet".”) At that point, as there seemed to be a conflict between what we were told by the technician and what the customer was told, we offered to send a second opinionThe customer declined, as he had already addressed the issue outside the contractSince the diagnosis received from the technician is not eligible for coverage under the contract, and we have no way to confirm the diagnosis (as the issue has been repaired outside the contract), we would not reimburse for the repairSincerely, *** *** DE Svcs HWA Claims Handling Manager

September 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AZ-*** Dear Ms***: We have received the customer’s inquiry, and the issue was
resolved with the customer directly on September 11, Sincerely, *** *** Office of the President

June 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:*** NC-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response We apologize for the miscommunication between the customer and our office, when she called in three separate claims on June 4, 2016, on multiple failures that occurred in her home while she was on vacation We are processing her cancellation request. Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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 30, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Pierce GA-Dear Ms***: We received the customer’s
complaint, and have spoken directly with the customer to address the issue. We are currently waiting for the requested information from the technician, who states he has contacted the customer to re-evaluate the installationSincerely, Carl *** Escalated Special Handling

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,
*** ***Their response is NOT satisfactory with us but it is what we expected them to claim I'm not surprised after reading all of the hundreds of complaints about their business.We will work to warn others about thinking twice about using this business

October 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WA-*** Dear Ms***: We received the
customer’s complaint and would like to respond accordingly. On September 20, 2016, at 6:PM CST, the customer’s tenant contracted us, reporting that the freezer was defrosting as of the prior day. Per contract 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).” We immediately assigned the claim to a local technician, and when they did not respond, we reassigned the claim to another company That company scheduled a service, repaired the refrigerator, and when the initial repair did not hole, approved a second repairPer contract section VI.B: “Problems cannot always be diagnosed and repaired on the first service visitHWA is not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.” Per the customer’s demand, we have approved the repair(but the inability to use a refrigerator does not cause loss of life or peril), we will not refund their trade fee as compensation, and the cancellation will be addressed per contract if/when the customer decides to cancel the contract Sincerely, *** *** Claims Special Handling

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The amount that they are offering me would not cover a new unit to place in my home They want to give me a check for $1,700.00, when I have to pay $1,to *** Heating & Air Why not take that $1,check and pay *** Heating and Air, and I will pay HWA off before month Right now I have $1,set aside for my checks since December and January to cover the power bill I will not get another check until February If they are willing to work with me on the $it will be paid off in three (3) months or sooner with no problem. If HWA is now willing to work with me just give me the name and phone number of the President of the company and I will speak to him/her to plea my case We NEED HEAT IN THIS HOUSE ASAP. Thanks *** ***

Complaint:
I am rejecting this response because: you absolutely are responsible for fixing the issue as it is part of what is covered under the home warranty contract that was purchasedYou are liable to find a company who can fix whatever went wrong with the replacement stove top that your company orderd on our behalfI don't understand why it's so hard to diagnose the issue and correct itDo you employ any contractors who know what they are doing or are they all hacks like HWA? Own up to your policies and procedures and act like a real company who is out to truly help its customersI am not the only one with a complaint about how your company does not do its jobHow would you feel if you were in the customers shoes and you had been thrown around for months? Have a conscience
Sincerely,
Erin ***

January 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** VA-*** Dear Ms***: We have reviewed the customer’s complaint, and have arranged a service
call, to get the diagnosis needed to move forward with the claim Sincerely, *** *** Escalated Special Handling

August 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL- *** Dear Ms***: We have received the customer’s inquiry, and have requested replacement
information from the technician. Per our contract, we do not match for brand. We are reviewing the information provided, to address the option of eligible replacement Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: The broken parts can be replacedThe warranty company refuses to do soThey are making me accept a buy out that will not cover the parts or making me pay $because they will only give me an inside unit and will HAVE to buy the outside unitI am only asking for either the parts to be changed or at least enough to money to cover the cost of the partsThe inside and outside systems are systemcan not work with the other so if they make me change the inside they should pay for the outside
Sincerely,
*** ***