Home Warranty of America

Revdex.com:Although we were never told to have our technician to contact HWA for the repair, we accept this responseWe find how many times we had to contact HWA for any response troublingFurther more, to say we are unappreciative of what they offered is completely untrueWe were merely looking for what we were told we would receive by their own rep.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

June 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
Per the customer’s External Sewer & Septic & External Water Line Repair Essentials Deluxe coverage, the contract excludes: “repairing anything caused by improper design, installation or settlement of Your external water line (e.gbellied lines, back-pitched lines)” This is the failure at the customer’s property, that they are experiencing, which is not covered under the contract. Per a review of the origination call, the technician advised that the coverage addresses underground pipes that fail due to wear. At no point were they told the contract covers “anything under “ their ground Sincerely, *** *** Office of the President

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,
*** ***

Complaint: ***
I am rejecting this response because:I have called them at least times over the last to weeks and told them the problem of not completely draining, the customer service person entered my complaint in my file, so they are totally lying that they don't know what the problem is
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

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, *** ***
Chicago, IL
Re: 94564419: *** TX-XXXXXXX
Dear Ms***
We have received the customer's complaint,
and addressed the issue with them directly
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Special Handling

October 27,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: Sternod WA-
Dear Ms***:
We have received the customer's complaint, and have contacted her directly to address the issues
mentioned in her complaint
Sincerely,
Carl ***
Escalated Special Handling

Complaint: ***
I am rejecting this response because: I did make a claim that was denied and paid a $service charge that should also be refunded! I got no work done for a minute visit from service co that your company sent for a fee of $100!!!!This should be a full refund with $service call reimbursement. The policy cancellation should be dated within days of purchase.
Sincerely,
*** ***

April 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We must apologize again to the customer, but there is confusion hereHe believes that the words checkup/maintenance mean cleaning. We are sorry for any misinformation, but the customer was not advised that he is “covered for a cleaning twice a month”, as stated in his initial complaint. If he was told that he is entitled to “two cleanings a year”, that is inaccurate based on his contract, and it is why no prior technician has ever cleaned his system Sincerely, Carl *** Office of the President

January 18, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** IN-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On December 22, 2016, the customer opened a warranty contract with our company. Per Contract section I.A.2: “Coverage will only apply to system and component malfunctions explicitly listed as “Included.” 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.” Six days later, the customer opened a claim online, for his washing machine: “Covered Item Problem: Leaking Water Brand: *** Has this item ever worked?: No When did you first notice the problem?: Today Have you moved into the home?: Yes When did you move into the home?: 12/22/Q & A: Q: Please Tell Us What Type of Washer You Have A: Top Load Q: Please tell us how many times this item has worked properly since the contract start date A: Never Problem Description: The washer seems to have a rusted drum that's leaking from the inside” A work order was automatically sent to a technician, who inspected the year old *** unit, and found the unit with a rusted out drum As this clearly did not happen within the contract period, and was easily detectable by “visual inspection or simple mechanical test”, it was not covered under the contract The customer is making three separate demands, in reference to the claim : Reimbursement of lost wages Reimbursement of trade fee And wants to know if appliances are ‘covered’ Per our contract: Section VII.H: “HWA IS NOT LIABLE FOR INDIRECT , CONSEQUENTIAL OR ECONOMIC DAMAGES FOR LOSS OR DAMAGES TO ANY PERSON OR PROPERTY ARISING FROM THE LOSS OF USE OR THE INABILITY TO USE THE EQUIPMENT TO THE EXTENT SUCH MAY BE DISCLAIMED BY LAW, AN D YOU EXPRESSLY WAIVE THE RIGHT TO ALL SUCH DAMAGES.” We do not owe the customer for wages, because he could not use his washer, and had to wait for a technician to diagnose the unit 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 pay able 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 filed a claim online. A trade fee needed to be and was paid. We are sorry that he feels we should have denied the claim before the claim was filed, but we need a diagnosis to confirm coverageWe will not reimburse the fee paid to the technician The warranty spells out what is eligible under the contract coverageWe cannot advise the customer that ‘all his appliances are covered’, because all his appliances have not failed, and we do not know what has caused the failure that has not happened yet Sincerely, *** *** Escalated Special Handling

June 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s rebuttal, and he is arguing that we have to upgrade his condenser to make the system work . The warranty would not upgrade the functional portion of his unit, because another part of it became inoperative Sincerely, *** *** DE Services HWA Claims Handling Manager

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 am grateful to have a working air conditioner once again after being without for over a monthIn dealing with this issue, I received many conflicting reports of what was happening behind the scenes at HWAAlthough the customer services representatives were sympathetic and cordial, it still took far too long to resolve the problemI'm still a little uneasy that a quick fix was performed rather than the best fix, but again, I am grateful to have airI cannot in good conscience recommend HWA, and I hope that they are working on providing more transparency and a quicker resolution process for othersI appreciate the Revdex.com's help in getting this matter resolved
Sincerely,
*** ***

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

December 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and contacted them to
address the issue. We are waiting for their call back Sincerely, *** *** Escalated Special Handling

August 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint, and
addressed the replacement with the vendor directly, on July 28, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: I have not received a refund check for the full amount of the contract
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: there are multiple inconsistencies within theasy response from HWAThe furnace had been working at the time of inspection, the item that was noted on my inspection was repaired prior to closingWe had the furnace running fine from the time of closing to the complaint dateThe statements made by HWA to Revdex.com are inconsistent with the response HWA made to the insurance commission complaint I filedBoth responses are inconsistent with the actual discussions hadI have a full call log detailing all items discussed as well as the dates and timesMany items stated by HWA are untruthfulI will attach files
Sincerely,
*** ***

Revdex.com:
The dates are still wrong and incorrect if any follow up had been bothered to be looked at - Mr*** would have seen that The first service call was on July 5, I had called in to place a service call in June BUT the service call was cancelled and the provider never came out to the house It is not my mistake that HWA never made any notation to that effect The only times that an HWA provider was out to the house was on July 5,th and July 6th of I had placed calls to HWA on July 5, and 11th It wasn't until my complaint to the Revdex.com that I was able to get any resolution to the issue I did speak with Mr*** *** on Tuesday July 25th, after I had submitted the remainder of the documents that they were requesting I agreed to a settlement of It is a lot less than what we are were asking for but feel it is fair once their wholesale costs were explained Mr*** was never apart of this case Mr*** was the person that was handling all of the documentation and was the ONLY one who I spoke with directly I don't feel that Mr*** can adequately discuss this case when it was not who I dealt with on a first had basis I was told I would have to wait 4-weeks for a reimbursement check That is a very long time and hopefully they do work in that time frame Mr*** was fair to deal with in this matter I still have my reservations about the home warranty company Hopefully we won't have any further issues I do agree that the matter is closed as long as the reimbursement check for $arrives in a timely m***r If it does not I will notify the Revdex.com and HWA of that
Sincerely,
*** ***n

July 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s message, and the information provided to them was
accurate, i.e. the technician quotes their costs as far as the excluded items, and would need to provide a written quote is that is what the customer requests A verbal quote was provided and approved As a courtesy, based on the related issues, we are refunding the second paid fee Sincerely, *** *** Office of the President

Initial Business Response /* (1000, 5, 2015/05/14) */
May 14,
*** ***
*** *** ***
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** ***: NV-XXXXXX
Dear Ms***
We have confirmed the customer's request and have
confirmed the processing his reimbursementIt will be mailed on May 20,
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I do not accept the response from the businessI have not received the checks that I am owed as of today, which is two mail cycles after the alleged date that they were to be mailedI have been told that the check is in the mail before and it was not, obviously
I was told in a subsequent phone conversation that occurred after this claim was filed that I would be supplied with the check numbers and payment details that were to be emailed to me and that did not happenIf a check(s) were cut then check numbers should be able to be supplied
Still evident is that the HWA Home Warranty tactic is to stall and delay, give general answers, or transfer me to "Accounting" which is just another call center and not really an accounting department or Accounts Payables departmentThere is no real customer service provided or real tangible information gained when I contact themThis complaint will remain unresolved until I receive the payments that I am owed
I left a voice message for Mr*** advising him that due to the deadline of this complaint response I will be rejecting their reply since the checks have not arrived
Sincerely,
*** ***
Final Business Response /* (4000, 9, 2015/05/29) */
May 29,
Esther ***
*** *** ***
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** ***: NV-XXXXXX
Dear Ms***
The check has been mailed to the customer
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Special Handling
Final Consumer Response /* (2000, 11, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As stated in an amended statement a couple of days ago the check was receivedThank you