Home Warranty of America

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

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,
*** ***

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

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 ***

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: my air is still not fixed and I have not received any plans moving forward on having it fixed.
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 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,
*** ***

October 21,
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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

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

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

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,
*** ***

August 24, Lucille Garcia Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : Clipperton NJ- Dear Ms*** We have received the customer’s complaint, and are attempting
to have the installation corrected with a different technician This is in process Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:i have heard all these lies beforeWould they like to tell me how the check was sent? *** *** *** *** *** has already come and gone from my road as well as uspsNo check

Complaint: ***
I am rejecting this response because: this company's behavior and service are unacceptableTheir response does nothing to address their terrible serviceIn addition, neither Revdex.com nor this response address this company's public misrepresentations that they are an A+ rated company, when Revdex.com actually rates them BI also request that, based on the manner and number of complaints against this company, Revdex.com readdress whether to certify this company at allConsumers are being misled and receiving terrible serviceRevdex.com has a responsibility to assist consumers in avoiding doing business with this companyThey are just awful.
Sincerely,
*** ***

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

March 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** ** *** Dear Ms***: We have received the customer’s
complaint and are providing the following responseThe customer is requesting to cancel their Contract, and is requesting a full refund of their contract premiumPer our Contract Section VIII.E: “If HWA cancels this Contract or if You cancel this contract after the first days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA;” We have provided coverage for the customer since January 11, 2016, so they are not entitled to a full refundWe have contacted them to confirm that they still wish to cancel, without the full refund, and are waiting to hear backSincerely, *** *** Escalated Special Handling

June 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AL-*** Dear Ms***: We have received the customer’s rebuttal, and provide the following response The $1,offer is our cost on the condenser replacement, it is composed of labor, torch fees, refrigerant recovery, and the condenser itselfThe unit was a *** Model *** The customer is still accusing us of lying(which is not true), and trying to go back and forth in reference to the events of the diagnosis, and declined repair As they have stated, they have addressed the unit outside of the warranty, and are trying to justify their actions by claiming that we did not respond, when we spoke to them repeatedly on June 2, 2016. The only reason to request a breakdown now, is to continue the dispute from the initial complaint, of how she believes that: “We all know HWA can not purchase a unit have it installed with 1K.” The customer chose to not pay the quoted costs to replace her inside unit, and replaced their entire system, claiming that they had to. We understand the customer’s position, but will not reimburse for work done outside the contract and without our approval Sincerely, *** *** 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