Home Warranty of America

July 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We received the customer’s complaint, and we have settled this
issue directly with the customer. We are providing them a payment for the AC issue, which will be expressed to the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: On December 4, 2014, our former customer opened a month
contract with our company, that expired on January 4, In February 2015, when the customer claimed to have found various issues with their property, they did not call our office to report them, as required by our contract It would seem they took steps to address the failures outside the warranty. Then, ten months later, they called our office to report the issuesWe assigned technicians to investigate the customer’s claims, and repairs were performed to the plumbing and refrigerator. Further repairs could have been performed under contract, but the customer declined to perform the necessary upgrade to their piping The customer is demanding a full refund of their contract after it has expired, claiming that we did not follow through on failures that the customer did not report when they occurred, and then decided not to address. As they are not entitled to any refund on an expired contract, we decline their demand Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:Although they did approve the replacement, they still have to order the parts in order for the vendor to schedule an appointment and replace the parts at my home Considering I do not yet have an operational AC unit, I do not agree that this is resolved Thank you for your help in getting action, because until now they had not taken any action
Sincerely,
*** ***

August 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WA-*** Dear Ms***: Per contract section VII.A.7: “HWA will make commercially reasonable efforts to fulfill its obligations under this ContractCertain causes and events that are out of HWA’s reasonable control (“Force Majeure Event(s)”) may result in HWA’s inability to perform under this ContractIf HWA is unable to perform its obligations, in whole or in part, due to a Force Majeure Event, then HWA’s obligations shall be suspended to the extent made necessary by such Force Majeure Event, and in no event shall HWA be liable to You for its failure to fulfill its obligations or for damages caused by any Force Majeure EventForce Majeure Events include, but are not limited to acts of God, fire, war, flood, earthquake, hurricanes, tornadoes, and other natural disasters, acts of terrorism, acts of any governmental authority, accidents, strikes, labor troubles, shortages in supply, changes in laws, rules or regulations of any governmental authority, and any other cause beyond HWA’s reasonable control.” It would seem, now the customer is claiming we had various internet failures, which we did not. Even if we did, we are not accountable for issues beyond our reasonable control. The customer’s allegations aside, we are not forcing our customers to contact overpriced technicians outside the contract, and will not reimburse them beyond our cost of the repair. Sincerely, *** *** Office of the President

August 24, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***-*** IL-*** Dear Ms***: We have received the customer’s complaint, and have already
addressed the issue with them Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

April 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s complaint and are providing the following responseOn
April 1, 2016, the customer opened a month warranty contract on their newly purchased property. The contract requires all systems and components to be in proper working order and specifically states, per Section I.Aof that contract: “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.” & Per 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 DateAttached garages, detached garages, exterior pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.” On the morning of April 26, 2016, the customer filed the following two claims online: “Covered Item Problem: No hot water Has this item ever worked?: Yes When did you first notice the problem?: Two days ago Have you moved into the home?: Yes When did you move into the home?: 04/19/ Q & A: Q: Please tell us where the water heater is located A: Other Q: Please tell us specifically what kind of water heater you have A: Electric Problem Description: water heater is years oldwater was hot during home inspection Covered Item Problem: Water Leak Has this item ever worked?: No When did you first notice the problem?: Two days ago Have you moved into the home?: Yes When did you move into the home?: 04/19/Q & A: Q: Please let us know where you are having a water leak or where water is leaking from A: Hall Bathroom Q: Where in the bathroom? A: Other Q: Please let us know where you are having a water leak or where water is leaking from A: Pipe in the Garage Problem Description: when water drains from upstairs bathroom water leaks from pipe in garagealso, water drains slow from downstairs shower.” Two claims were opened in reference to the issue, and per contract, a technician was assigned to diagnose the failuresThe technician was on site April 27, 2016, and advised the following: The gal electric year old State water heater had rusted out, and had multiple failed elements, the removal of which could compromise the integrity of the tankThe bathroom drain pipe had corroded through due to ageAs neither of these issues would have occurred in the days of customer use, between his date of move in and his noticing of the problems(including the customer’s statement that the bathroom pipe never worked), we requested to review his home inspection, to confirm both items were both in proper working order The customer refused to provide the documentationWithout confirmation that the water heater and drain pipe were in proper working order on the coverage period start date, we can only evaluate the issue based on the technician’s diagnosis and customer’s statement. Since the water heater would not fail and rust in five days, and the pipe never worked properly, we would not address the failures under the contractSincerely, *** *** DE Svcs HWA Claims Handling Manager

September 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** FL-*** Dear Ms***: Per *** Tracking, the package arrived in Jacksonville, FL on 9/7/ And then in Ocala,FL on 09/09/at 6:AM Sincerely, *** *** Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10887133, and find that this resolution is satisfactory to me
Sincerely,
Barbara ***

My AC was fixed after weeks, tons of phone calls, degree days, and my complaint to Revdex.comTheir was no type of apology or reconciliation for the week wait or their terrible customer service

To whom it may concern,1)I am not asking you to give me an updated air conditioner, I understand my air conditioner is years old, thats why I have the home warranty, no need for you to keep repeating yourselfI did not ask for an updated AC unit, you are giving me this one If you are changing my ac unit to a different style then you need to have the coil changed as well They still have the Rstyle air conditioner available to get, just because you supplier doesn't supply it doesn't mean it don't exist 2) The price that is being charged for the coil to be installed is highly over priced I have multiple quotes of this being half of what they would be charging. 3) I am willing to get quotes for that model ac unit and cost of labor from multiple companies, just to purchase and install the condensor and I know for a fact that they are more then your $buy out I will try and cooperate, but not for what you are offering, I will meet you in the middle and would be willing to pay half of what the out of pocket expense are $to get this done, but I will not pay a penny more Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The water heater was not leaking water! the signs he saw was from a wet basement condition that left corrosion on the shellThe tank has been inspected and is not leakingThe complaints I originally referenced were from the Revdex.comthe gas valve and burner are in bad shape and was leaking
your ads are hog wash such as No age restrictions on your home and no inspections are required National network of screened service techniciansWhen a covered item breaks down due to wear and tear, simply dial our toll-free number 24/7/and an authorized service technician will be dispatched by our knowledgeable customer service representatives to handle your needsNo Home Age or Model Restrictionsfrom what I could see all you satisfied customers are realtorscomplaints are complaints!Reviews "They are the WORST possible home warranty company." "They're not even able to provide coverage through local service providers." "Repair man comes out, says my filter is dirty and leaves it at that." Home Warranty of AmericaAbbott Ct # A, Buffalo Grove, ILWrite a reviewreviewsSort by:Most helpful Toby ***weeks agoThis company was recommended from the realtor and I wish I would have looked into them moreAfter our move, our refrigerator needed some work done to fix the issue with the ice maker not making any ice...the freezer side wasn't keeping ...More Tiffany ***months agoThe way they do business is very frustratingAs soon as my microwave is fixed I plan on canceling my serviceMy microwave was "fixed" in February of this yearI'm having the same exact issueThey only have people in my areaOne don't ...More Vanessa ***a month agoWorst company everI am pregnant and have an infant and they are still dragging their feet with getting my heat fixedI have an oil furnace and it took them days and tries to even send someone who works with oil heatMy issue was ...More Frank T***months agoWe've had claims submitted on a recent home purchase - leaky kitchen drain, microwave, gas range, toilet issuesEach one was a disappointmentIt takes weeks to find someone to come look at the issue and not a single issue was resolved ...More Sean ***months agoABSOLUTE WORST COMPANY EVER!!!! I have been hung up on times and put on hold (or at least she thought) once and the rep never came backMeanwhile I could hear them talking and laughing about claims and made references to peoples house ...More jan ***months agoTERRIBLE!! They state that polybutylene pipes are covered up to $1000.00, however, they also say that the pipes were all recalled and therefore not coveredThis company is a scamThey also use Cummings Plumbing Inc., which is a huge ...More ***months agoStay away from this company!! The way they treat customers is absolutely ridiculous! I had a fridge claim that I submitted for repairThey Came out and fixed it, I paid the trade fee, AND they covered the additional cost more than what ...More nick ***weeks agoTerrible and dishonest companyThey will fabricate every excuse in the book to not repair or replace an applianceTotal waste of moneyScam! Anna ***months agoNIGHTMARE WARRANTY! If I could give zero stars, I would!! We purchased a new home and the warranty a little over a month agoThe air conditioner in our home stopped functioning and we were forced to submit a claim with HWAI contacted the ...Morethese ar just a few Guess ill see you in a wisconsin court house soon!
Sincerely,
Doug ***

Complaint: ***
I am rejecting this response because:i don’t know why hwa said to contact his insurance company because they said there is nothing they can doAgain he’s sent this guy to my house and his insurance company said that they are still in business He’s needs to take responsibility
Sincerely,
*** ***

December 7, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: ***: *** AZ-2140185Dear Ms***:We have received the
customer’s complaint, and provide
the following response.On November 5, 2015, the
customer called our office, and after confirming our All Star Contract provided
coverage for her Washer/Dryer, ordered a Contract(At this time she advised
that she had a two different warranty companies prior, and wished to confirm we
were not one she had before)A week later, the customer
reported that their washer was shaking and providing an error codeWe
immediately assigned a technician to diagnose the failure.On November 19, 2015, the
technician assigned reported that the two year old washer was severely shaking. The
technician called Samsung and was advised that the unit in question was known to
be under numerous recalls with the manufacturer. Per our contract, section VII.B.9:“HWA™ is not liable for
repairs related to: adequacy or capacity of appliances, components and systems in
the home; improper installation, design or previous repair of appliances,
components and systems: problems or failures caused by a manufacturer’s defect.”At that point, as we were not
aware if the failure was eligible under our warranty or the manufacturers, we
advised the customer to contact a Samsung certified dealer, to confirm.The customer called a Samsung
technician, who advised the unit dampers had worn outWe verified with a
technician, that this issue would have been a gradual process and would not have
occurred suddenly in a single weeks use under the Contract. We offered the customer
$to address the fees paid for service, and declined the washer
repair. The customer is cancelling her Contract
Sincerely,Car* ***Escalated Special Handling

September 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We apologize for the assumption that the customer replaced their toiletWe have seen no invoice from the customer in my department Again, if the customer wants a second opinion, we will provide it, but if their diagnosis agrees with the first technician (of a foreign object in the toilet) a second fee will be due. (As the customer states this is not the case, per their technician, they should not have an issue with this requirement.) Sincerely, *** *** DE Svcs 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 me
Sincerely,
*** ***

I have received my check as they have stated I have ever received a notification from the company directly I wouldn't count a reply to a Revdex.com complaint as a nnotification. 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,
*** ***

February 28, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MA- Dear Ms***: We have received the customer’s rebuttal and provide the following response Per a review of the calls related to this issue, the customer did receive a call that explained why the warranty would not cover their indoor unit (January 19, at 4:PM CST). As now, they did not agree with the decision, and disputed it with a supervisor Per their additional points: The customer’s coverage was ordered December 28, by agent M***. Assuming the customer was not provided a sales brochure at the time of purchase, the warranty contract was sent to their home address on December 29, 2017. It was not returned to our office as undeliverable. Additionally, the specifics of the customers coverage are available on our website, for the customer to review at their convenience The warranty addresses mechanical failures with systems and components that are eligible under the contractThe customer’s heating system is eligible, as a portion of it has mechanically failed. The customers allegation of advertising is itself, false If the customer questions a provided diagnostic, they are free to get a second opinion We are sorry the customer feels the communication skills of representatives are lacking As stated, the conversations have been reviewed, and it would appear that the customer does not wish to address the information provided(i.ethat a portion of their unit needs to be upgraded to match the portion that failed.) Sincerely, Carl *** Office of the President

August 10, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Hernandez IL-*** Dear Ms***: We have received the customer’s complaint and we are sending a
technician, with no trade fee due, to re-diagnose the refrigerator Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because HWA did not inspect my property before issuing the warranty and there was no proof the system was not working or installed incorrectly at the time we moved into the residence based on the home inspection report
Sincerely,
Jason ***

July 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s inquiry and provide the following response.
The technician found two different failures, on two different service visits. (The customer reported a failure with the upstairs unit. On the first service visit, there was not failure with the upstairs system, but a repair was needed for the downstairsA trade service fee was assessed. Two weeks later, the customer requested a recall, and there was no failure with the work performed by the technician, but there was a failure was found with the upstairs systemThe technician charged a second fee) Sincerely, *** *** DE Svcs HWA Claims Handling Manager