Home Warranty of America

Complaint: ***
I am rejecting this response because: my air is still not fixed and I have not received any plans moving forward on having it fixed.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I was contacted on 6/regarding this day old claim I was promised a confirmation email regarding payout approval and timetable of arrival I was told to expect a 4-week timetable on arrival of funds.As of 4:50pm I have received no confirmation in writing or through emailThis concerns me greatly due to the fact that this same promise was made to me last week by HWA I was also told to expect a 3-week timeline on arrival of funds last weekI am asking again for a written or emailed confirmation of fund approval and timetable of arrival of said funds If timetable is indeed 4-weeks as I was told over the phone last night that will drag this claim out to over days It would seem that this kind of conduct is a problem for HWA right now according to the Revdex.com websiteI have had a warranty years now and have noticed a marked change in service provided and contractors usedMy only written contact with hwa has been through this Revdex.com process and I find it very troubling As I have stated before I have never filed a complaint before but the conduct of hwa has been anything but professional.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This is nite 100% trueThe companies in which they supplied to provide service to me were not competent to preform the services needed The first HVAC company simply ripped the furnace filter off, threw it onto the floor and looked at my equipment and stated your equipment is old What do you what me to do I escalated the matter thru my realtor answer she contacted the local rep for HWA who sent a second company out who were extremely nice but I never heard back from them after there visit I gave up on HWA on the HVAC equipment and sought my own services and had the equipment replaced which is what all parties I consulted suggested As with the refrigerator the company who showed up at my condo to preform service was driving a half broken down car, in street clothes and had no company markings It was a very uncomfortable situation and asked him to leave and was harassed for months by email and phone for payment of the copay It is of no fault of mine HWA cannot find competent vendors to do work for them I in fact did ask that my warranty be cancelled as I no longer want to be harassed or want to do business with a questionable company as this I hold customer service to a much higher standard Thank you for your prompt and swift assistance in helping me with my issue
Sincerely,
*** ***

Revdex.com:
The have said that they would send a check in 4-weeks, so until I rec the check the matter is still open on my e Hello- Thank youI needed to confirm address first, but yes, the time to receive the check will be about 4-6wksDesi *** Customer Care Home Warranty of America
Sincerely,
Lance ***

January 30, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: : Buckner MD- Dear Ms***: We have reviewed the customer’s complaint, and have spoken to the customer
to address the issue. The customer will contact me with information as soon as it becomes available Sincerely, Carl *** Escalated Special Handling

February 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MD-*** Dear Ms***: We have received the customer’s
complaint and have corrected his refund, which is in processSincerely, *** *** 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,
*** ***

July 7, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OR-*** Dear Ms***: We have received the customer’s message, and provide the following response, with
contract reference Per the customer’s technician’s invoice, the customer’s AC system has failed due to a hole in the evaporator coil. This is the component that has failed and the warranty will provide coverage for the repair/replacement of said component, per contract section VII.I: “ HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.” There is no reported failure with the customer’s condenser, but it needs to be upgraded to work with the replacement coil. Per contract section VII.J: “Also, unless the optional coverage for such is purchased, HWA is not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part including but not limited to SEER, R-410A and/or HSPF or higher compliant as well as any other efficiency mandated by federal, state, or local governments.” We are not responsible for upgrading the customer’s existing condenser to match their replacement coilPer section VII.O: “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.” So, we have offered the customer $1,to replace their coil, which as the customer states, is double our cost of a routine coil replacement This is our only offer to address the coil failure Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:we agreed with covering the refrigerant what other charges are there?
Sincerely,
*** ***

October 21,
*** ***
*** *** ***
*** *** ***
*** *** *** *** ***
*** ** ***
Re: 94573764: Lords NV-***
Dear Ms***:
We have received the customer's complaint, and provide the following response
The customer is now stating that the failure with the roof is the tar paper underlayment, which was not mentioned to us by the technicianUnderlayment is excluded from our Roof Leak Repair coverage, but as a courtesy, we offered a second opinion to the customer to re-evaluate the issueWe are waiting for the customer to confirm if they wish the second opinion
Sincerely,
Carl ***
Escalated Special Handling

January 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-***/OK-*** Dear Ms***: We have received the customer’s inquiry,
and provide the following response On September 25, 2015, the customer purchased a 13-month warranty with our company, that expired on October 25, 2016. The cost of this contract was $530.00, and even though they filed no claims in this initial period, the customer has no contractual claim to a refund of the initial contract payment over a year after that contract expiredWe thank them for acknowledging that point in their desired settlement On April 26, 2017, the customer called our office, realized she had forgotten to renew the coverage and wrote a new 12-month warranty contract with our company, at a cost of $They have since filed two claims on this second contract The first, filed online on June 23, 2017: “Covered Item Problem: Water Leak Has this item ever worked?: Yes When did you first notice the problem?: Today Have you moved into the home?: Yes When did you move into the home?: 09/25/Q & A: Q: Please let us know where you are having a water leak or where water is leaking from A: Guest Bathroom Q: Where in the bathroom? A: Shower/Bath Problem Description: When you turn the water off you can still hear the water running behind the wallYou can not see any water visibly dripping but you can hear that it is most definatly running! I also have a small drip under the kitchen sinkThe pipe detatched from the sink a couple weeks agoI screwed it back on but it needs resealedI wasnt going to file a claim for it since the repair is less than my co-pay , but since the plumber is already coming for the shower issue it would be great if they could fix both :)” Per the technician’s diagnosis the customer had a copper line leak beneath the main bathroom To repair the failure, the technician would have had to either: Demolish the customer’s bathroom, to access the leaking copper pipe. (Please note: the warranty does not provide access to any plumbing that is concrete encased or otherwise inaccessible, nor would the warranty restore the customer’s bathroom after the pipe was repairedContract reference section VII.B) Rerun the piping from beneath the customer’s bathroom to a different location. (Please note: the warranty requires the components that are eligible under the contract to become inoperative due to wear. The section of pipe that is leaking is what is eligible under the contract. The warranty would not replace an entire pipe run to address one leak.) As the customer did not wish to provide and close access to the leaking pipe through their bathroom, and the warranty would only be liable for the repair of the leak itself, the warranty provided the customer a check for the technician’s quoted cost to repair the leak, which was cashed The second claim was filed online on December 30, 2017: Covered Item Problem: Water Leak Has this item ever worked?: No When did you first notice the problem?: Today Problem Description: underneath my kitchen sink the water is just pouring out when I run water down my sinkI think there is a hole in the pipe On January 3, 2017, the technician found and reported an improper repair, which is excluded from our coverage. We advised the customer, who disagreed and reported this issue The customer is asking for a full refund of their contract cost. Per contract section VIII.E: “If You have paid in full for the term and You cancel this Contract before the end of the term and You have received Service, You shall be entitled to a pro rata refund of the amount paid by You for the unexpired term less a cancellation fee of the lesser of $or 10% of the Contract fee (unless otherwise required by state law) and less any actual Service costs incurred by HWA.” The customer is not entitled to a full refundShould they request to cancel the contract, any refund will be prorated, less fees and service costsSincerely, *** *** Office of the President

August 24, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** TN 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

February 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Mitchell NC-*** Dear Ms***: We have received the
customer’s complaint and have provided a second opinion, with no fee due, to diagnose the issueSincerely, *** *** Escalated Special Handling

November 5, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL
*** *** *** ***Dear *** ***We have received the
customer’s
complaint, and are providing the following responseIt would appear that the
customer is taking certain events, in reference from the prior years coverage,
connecting them loosely with non related events, and demanding a refund of his
prior contract fee, and trade fee because of itOn March 24, 2014, the
customer purchased our Contract online.
When the Contract was purchased, the Contract was marked to automatically
renewThe customer insists it was not, but we would not have taken his
payment, if we were not advised to automatically renew the coverage. We have provided the monies back in full from
the renewal that was not intended.In July of 2014, a claim was
filed and a technician was called to the customer’s house to address a water leak
from his AC unit. The technician found a
clogged condensate line at his home, which is a non-covered maintenance
issue. The customer is implying that
because he did not purchase our maintenance Contract, we rejected his claim for
a lack of maintenance The issues are not connected The technician provided a
diagnosis of the failure, and is entitled to their Trade Service Fee, as the
warranty provided Contractual coverage for the Contract periodThe customer is
not entitled to a refund of his contract costs, or a trade fee, and we will not
provide such a reimbursement.Sincerely,*** ***Escalated Special Handling

August 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11612608: *** AZ- Dear Ms***: We have received the customer’s complaint and provide the following
response On February 22, 2016, the customer opened a warranty contract with our company, which included our optional pool coverage. On May 3, 2016, the customer filed the following claim online, in reference to his pool: “Covered Item Problem: The Heater Is Not Coming On Has this item ever worked?: No When did you first notice the problem?: Two days ago Problem Description: The pool heater does not workWe have someone who maintains the pool on a weekly basisHe noticed water spraying out of the heater so he disconnected the pool heater (from the pool) and the gas line to the heater." Per our Warranty agreement, 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.” So, we assigned a technician to diagnose the issue, to determine if it was a covered issue We received no diagnostic information on this issue until May 25, (so the customer’s statement that we were going to repair the unit until we found out the parts were NLA is false). At that time the technician told us there was chemical damage to the heat exchanger which caused it to crack. Per 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 advised this unit never worked when they filed their claim, and the technician diagnosed a long term failure, we requested documentation from them (a home inspection) to confirm that the pool heater was in proper working order The customer advised they did not have such information, an threatened this complaint and other legal action. With their demand, the customer references our warranty agreement, which requires that included items are “in proper working order on the Coverage Period Start Date and become inoperative due to wear and tear,” . As this unit was not in proper working order, it would not be eligible, and will not be reimbursed. The customer has requested to cancel their contract, and their refund will be processed per contract section VIII.E “You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term.” Sincerely, Carl Hewelt DE Svcs HWA Claims Handling Manager

August 23, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: :*** IA-*** Dear Ms***: The customer received the information she requested, before we
received this complaint, and the repair is in process Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

January 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WA-*** Dear Ms***: We have received the customer’s inquiry, and spoke to them
directly the day after the complaint was filed Per contract, the warranty would offer cash back for our actual costs on equipment and labor, which may be less than retail. We did not ‘preapprove’ the full retail cost of the customer’s replacement compressor We apologize for any perceived miscommunication of the warranty’s responsibility for a repair As a courtesy to the customer and their agent, we have resolved the issue with the customer directly Sincerely, *** *** Office of the President

April 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** IL-*** Dear Ms***: We have received the customer’s complaint, and this repair was approved over a
week ago. Per the technician, the repair is being completed today. Sincerely, *** *** Escalated Special Handling

August 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint and per the
information received, the technician has the equipment needed, and has been approved to complete the repair We have contacted the customer to conform the repair is done, and are waiting for their response Sincerely, *** *** DE Svcs HWA Claims Handling Manager

October 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have
received the customer’s complaint, and had already approved the technician to address the inside coil Sincerely, *** *** DE Svcs HWA Claims Handling Manager