Home Warranty of America

Complaint: ***
I am rejecting this response because: I will not accept closing this complaint until I have received the check from them
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because you haven't provided me with the vendor liability insurance contact that you mentioned in your responsePlease provide me with the liability insurance contact information for *** *** *** so we can followup with them regarding this complaint
Sincerely,
*** ***

March 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** LA-*** Dear Ms***: We received the customer’s inquiry, and are
providing a courtesy refund of their paid trade fee We apologize for any delay in the servicing of their issue, based on incorrect information provided Sincerely, Carl *** Office of the President

March 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: As stated, the customer’s refund is in process for their cancellationThere request was received on February 5, 2016. Thus, it has not been weeks. Exactly weeks will be March 18, 2016, and I have requested that the customer’s refund be issued by that time Sincerely, *** *** Escalated Special Handling

June 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NM-*** Dear Ms***: We have received the customer’s complaint, and addressed the issue with the
customer Per diagnosis received, and electrical failure that has been going on since the customer moved into the property, caused a new compressor to fail. The warranty has addressed reimbursement for the electrical issue, but not the damaged caused by the failing breaker Sincerely, *** *** Office of the President

June 24, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have received the customer’s complaint, and spoken to them
directly in reference to their HVAC issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

April 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NH-*** Dear Ms***: We have received the cost breakdown from the customer, and approved said breakdown. We are just waiting for their invoice, to provide the discussed reimbursement Sincerely, *** *** Escalated Special Handling

December 4, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** FL-*** Dear Ms***: We received the customer’s inquiry and provide the
following response On the evening of Tuesday, November 21, (6:PM EST), the following microwave claim was filed online: Covered Item Problem: Not Heating Brand: ** Has this item ever worked?: Yes When did you first notice the problem?: Today Q & A: Q: Please Tell Us What Type of Microwave You Have A: BuiQ: Please tell us how many times this item has worked properly since the contract start date A: More Than Five Times Problem Description: ** Spacemaker Microwave installed over the stoveMicrowave was being used, then power shut off after removing heated itemAfter minutes, messa** came across screen stating to set clockSet clock, all looked ok, but now microwave will not heat, and it shows it is on level This is the first time this has happened** Spacemaker Microwave Model# *** Serial# GL *** B Per our agreement, we immediately assigned a technician to address the reported failure, expecting them to contact the customer in a reasonable amount of time to schedule service. At 10:PM, the customer called our office to confirm that the technician is an appliance company. We assured the customer that they are (which we can and do confirm, per the information provided to our office) On Friday, November 24, 2017(the day after Thanksgiving), at approximately 1:PM, we called the technician at the customer’s request, to confirm they would service and left a messa** Saturday evening (8:PM CST), the customer requested a supervisor call, because they had not heard from the technician. The representative took the customer’s information, but could not guarantee a supervisor call on a Sunday Monday, the customer filed this complaint and cancelled their contract. We apologize for the delay in vendor response on the week of Thanksgiving, as well as the lack of a weekend response on the escalation of the issueWe accepted the customer’s request to cancel the covera**, and as they pay monthly for their contract, there would be no pro-rata refund for the remaining term(Contract reference Section VIII.E) Sincerely, *** *** Office of the President

November 11, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611*** *** *** *** *** ***We have received the
customer’s complaint and
our providing the following response.On September 22, 2015, the
customer opened a Warranty Contract with our company.On the afternoon of October 5,
2015, the customer called our office to file a few claims on certain items that
he had stated had never worked properly for him since he had moved in on
September 25, (To be specific, the customer stated he noticed the water softener
issue right after they moved into the home, when he tried to set it up. He then went on to discuss his reverse
osmosis filtration system that is not eligible.
When he was asked if the water softener ever worked, his response was “Never.”
)Per our Contract, we assigned
a technician to diagnose the unit, but we had difficulty assigning a technician
that would service the customer’s area.
As a courtesy, we offered them the option of finding their own
technician, but when they could not, we assigned a technician. The technician advised that the unit had
failed due to age. Per our 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 the customer stated it had
never run properly for a single day, and the technician determined that the
issue had failed due to age, we requested the customer’s home inspection, to
determine “ 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 inspection, the
inspector is not required to:“Inspect water conditioning
such as water softeners or water drain pumps of waste ejector pumps.“Had the softener been
visually inspected or mechanically tested on the Coverage Period Start Date, a
problem would have been detected, as it was by the technician when they
inspected the unit As a courtesy to the customer,
we have refunded the trade service fee, but we would not repair/replace the
softener, that never worked properly for the customer, and was not determined
to be in proper working order.Sincerely,*** ***Escalated Special Handling

January 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** LA-*** Dear Ms***: We have reviewed the customer’s complaint, and have spoken to the customer
to address the issue. Sincerely, *** *** Escalated Special Handling

June 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and have reached out to the customer
directly to review their issue We are waiting for their response Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: A verbal apology does not rectify the fact that it took more than days, 20+ phone calls initiated by me, multiple emails, and many sleepless nights for my pregnant wife and month old son before HWA finally ordered the necessary partAt this time the repair still has not been completed.
Sincerely,
*** ***

December 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On both November 14, and November 18, 2016, we were advised that the technician is recommending replacement, because the information tag is missing from the unit Though the unit can still be identified and possibly repaired, we have offered the customer multiple options to resolve the failure. Per our contract section VII.I: “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.” If a unit can be repaired or replaced, it is our optionWe are waiting for his response to our last offer, or contact from his representation Sincerely, *** *** Escalated Special Handling

November 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s inquiry, and the issue was
corrected with the customer this morning Sincerely, *** *** Office of the President

August 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** KY-*** Dear Ms***: We have received the customer’s complaint, and addressed the
issue with them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: As they say, talk is cheap and this has been going on since July 6th. I will not be satisfied with any response except them actually completing the fix and having the A/C back up and running
Sincerely,
*** ***

June 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***7: *** NC-*** Dear Ms***: We have received the customer’s message, and spoke to them on June 22, 2017, and they accepted the cash out on our cost of the coil Then five days later they filed this message. To respond: The customer is responsible for the condenser that needs to be purchased to match their new coil. The cost on this part would be the technician’s retail price The warranty would replace their coil, and is providing a check for our cost on the replacement Thus, we have not failed to comply with our Contract Sincerely, *** *** Office of the President

February 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s
complaint and a supervisor has addressed the issue with the customer directlySincerely, *** *** Escalated Special Handling

January 6, *** *** 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 November 16, 2016, when the contract was ordered through our office, we were advised “Dishwasher not currently working” The non-working dishwasher was known to, at the very least, the party that ordered the contract. This shows that the unit never worked properly on the coverage period start date, and would not covered under the contract As the claim should have never been filed with our office, we are, as a courtesy, refunding the customer’s trade fee The *** that the customer is alleging, is not on the warranty’s part, but on the parties that knew the dishwasher had never worked under contract, and attempted to have it covered Sincerely, *** *** Escalated Special Handling

March 7, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s rebuttal and are providing the following responseSo, rather than provide support for her position, in the form of documentation from the HVAC technician she claims to have hired, the customer demands a $5,100, over six months after the initial incidentPlease note, in July, when we advised the customer of the diagnosis we received, and explained how that is not eligible under the Contract, she abruptly ended the call. She did not call us back stating that a second opinion came out and that she has a different diagnosisShe just replaced the equipment with a technician that we did not approvePer contract 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 to the water hearer, her technician’s invoice does not address a cause of failure on her unit, but indicates that it was too small for her two bath homeShe replaced her unit with a gallon tankSo, as to her demand, we will not reimburse the customer for the non covered issues, nor will we reimburse for work done without our prior approvalSincerely, *** *** Escalated Special Handling