Home Warranty of America

Revdex.com, I would like to remove my entire complaint ID [redacted] as the vendor is working with us.How do we completely remove this complaint from your website etc?? Sincerely, [redacted]

March 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, have contacted them as requested, and are waiting for their call Sincerely, [redacted] Escalated Special Handling

June 6, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] FL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and addressed this issue with them the day this complaint was filed Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ September 10, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] Lawrence MD- Dear Ms [redacted] We have received the customer's complaint, and provide the following response On August 7, 2015, the customer ordered a home warranty on a property that they have owned for approximately yearsThe Warranty Contract, per contract section 1.B.7, requires: ""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." On August 21, 2015, the customer's tenant called in a claim, stating upon first use of the washer on August 18, 2015, the unit did not fill, drain or spin(the tenant had only been in the property for seven days.) Per our contract, we sent a technician to diagnose the failure, who found a worn out drive motorAs the unit had never worked properly under Contract, we requested a copy of a visual inspection or mechanical test, to confirm the unit was in proper working orderAs there was no documentation, since the customer has owned the property for approximately years, we declined to cover the washer that never worked properly under the contract So we will not address the repair of the unit that never worked properly under the Coverage PeriodIf the customer wishes to cancel the coverage, they can provide a written request to do so, and the Contract will be cancelled per Contract section VIII.E Sincerely, Carl [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because:"This is after the customer filed a complaint stating a supervisor did not call him in exactly hours." My complaint was not that a supervisor did not call me back in hoursI had a complaint that I tried to handle though your internal customer service channelsWhen that failed, I specifically asked how long until I get a call back? "Less than hours" When the hrs expiredI stepped out of your channels and contacted the Revdex.comI received phone call from the supervisor hours later and voicemail that only says call me backI will not have anymore undocumented conversations with your company and I was waiting from a response from the Revdex.comThen on Thursday, I received another voicemail with instructions about what information you needIn the email that I sent this morning, I reported that I am waiting on a copy of the home inspection but I supplied the invoice your contractor gave me where he reports there is a leak in the evaporator coil but he only performed the work of adding the Freon."we never received any information after the customer’s September phone call, until April when he called back Then we received the technician’s diagnosis, and are waiting for the correct information, showing that the unit was in proper working order."-So you have a phone call from me saying that I am still waiting on a repair and still have not received information from the contractor that you hired to tell you otherwiseAnd you still closed the Claim? If I never made the call in September telling you the request was still open, I would understand that the lack of communication would be satisfactory to assume the work was completeBut I did make that phone call, so the last form of communication you have in regards to this claim-since you reported that the contractor never reported in- is that the work was still incomplete."We did not charge the customer $140.00."- the previous attachment and the one sent to HWA directly shows an invoice from a contractor working for you, paid in the amount of $"based on the repair that the customer claims was done"-What repair are you meaning, no repair has taken place"The customers opinion that we “waived any pre-existing issues” does not effect this issue, and is completely false Proof that his non-functioning air conditioner was in proper working order is what we wish to verify, by the requested proof of repair from prior to closing." I am working to get a copy of that report, but as I stated before-when you were accepting my business, there was no need for proof of working conditionWhen I first made a request for service, there was no request for prior working conditionBut now that this repair will cost HWA, I have to prove prior working conditionAlso on your websites costs & coverages page https://secure [redacted] onal-order-flow&_flowExecutionKey=e1s1, after selecting my state "Oklahoma"The very first line under covered services are "Pre-existing"I do not understand why I am being required prove anythingI am also not looking for a refund, all I am asking for is for your company to come back and finish what it startedI have provided documentation that you came out for diagnostics and found an evaporator coil leakingWhen I called back I was told that I would have to pay to have that done againI do not feel I shouldI paid once you failed to move on it, your company should be responsible [redacted]

March 1, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal and are providing the following responseTo repeat: “we are looking for a diagnosis of why the problem is occurring so we can address the solution The warranty would not just replace a unit or pay for a replacement with out a confirmed cause of failure.” The technicians that have been sent have replaced the pump, and suggested misuse in reference to the failureThe customer wants us to just replace the unit without knowing what is wrong with the unit, and more to the point, what has caused the failureWe will not replace the unit, or provide payment to the customer for replacement, without knowing what is wrong with the unit and a cause of failureThis is why we are sending a technician to provide a diagnosis the issueWithout that diagnosis, we will not do anything further Sincerely, [redacted] Escalated Special Handling

June 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and per the second opinion, it would appear that there is no failure with the customer’s HVAC system (The technician found the units running properly, with the problem being the cathedral ceilings and a lack of return air in the property) Sincerely, [redacted] Office of the President

November 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : The disputed $discrepancy has been resolved, with our apologies The claim has been filed, and the technician scheduled for tomorrow morning We would request that the customer close this complaint, with the option to reopen it later, if needed Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because at this point it is clear HWA does not have the best interest of their customersThis is well documented by the hundreds upon hundreds of complaints similar to mine hereI am now asking for a full refund, so that I may shop another warranty service that will take accountability for its lack of service Sincerely, [redacted]

April 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Harris IL- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal and are providing the following responseThe customer states that the equipment to address the replacement of his unit is still available He then has the option to take the offered payment and replace it as he sees fit We can provide him a check at our cost for the replacement, which was offered We will not find and offer outdated equipmentThe technician’s quote is for the upgraded coil, and the full installation of said coil If the customer wishes to provide our office his written quotes from these other technicians, we can easily review them, because it is clear that those offers would not be fully inclusive of everything needed to complete the installation If he wishes to have one of these other technician’s perform the replacement of the system, he can take our offered checkAs stated, we provide a check at our cost He is speaking to companies that are providing him quotes at retail costAs we are not responsible for his $1,demand, we are not responsible for his ‘cooperating’ $demand(which we assume he would wish to be in addition to our $offer) We are not going to negotiate to cover his non-covered costs He can approve $to have the technician complete the full repair, or we can provide the $offered payment, per his Contractual agreementSincerely, [redacted] Escalated Special Handling

June 27, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] -TN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and left them a message to review their offer Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NC- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry We have contacted them directly, to expedite the issue, and are providing a cash out to address the failure Their payment is in process Sincerely, [redacted] Office of the President

February 20, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] GA- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and apologize for any delay in the completion of their repair We have confirmed that the repair occurred, with the technician Sincerely, [redacted] Office of the President

March 30, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal, and will provide the full explanation of her two air conditioning issues , dating back to December On December 25, 2016, at 9:PM CST, the customer reported the following Air conditioning claim: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Everything is on and running but we are getting very little cooling Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: Two Q: Please tell us which part of the home is not cooling A: Downstairs Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Fan is blowing air but not very cool” Per our contractual agreement, we assigned a technician, to diagnose the reported failure On December 28, 2016, we received the following diagnosis: ‘The customer’s year old AC unit was low on refrigerant The technician did an electronic leak check, and found multiple non-repairable leaks in condenser coil The Evaporator coil is 410a compatible, but unit needs to be leveled & rehung with proper strapping, and must modify drain.’ We received the technician’s breakdown of covered costs to replace the condenser, as well as the non covered modification costs to complete the install, and rehang the coil Per contract section V.C, and section VII.J: “Except as noted above or when included in Diamond and Marquise Plan, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate/clean a system of R-necessitated by the repair of existing equipment or the installation of new equipment.” “Unless the optional coverage for such is purchased, HWA is not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components or installation of different equipment and/or systems.” We called the customer to review the Non-covered costs, and request their approval The customer refused and demanded a second opinion We advised her of an additional service charge(which would be paid to a second technician for their diagnosis) which she refused She threatened numerous complaints, and demanded a supervisorThe supervisor called her the same day, explaining why we would not send a second opinion to get the customer a second estimate for non covered charges The customer wanted to call their own technician outside of the warranty, which we could not reimburse We provided the customer a cash out amount on the cost of the repair, and advised they could accept that, or pay the non-covered costs The customer requested to call the technician, and the following morning, after talking to the technician directly, approved the non-covered costs Now, in March of 2017, we have a failure with the upstairs Air conditioning unit, and the same events occurred: · Customer files AC claim online · Warranty send technician to diagnose · Tech determines a failure with a leaking evaporator coil, and breaks down replacement costs, and non-covered modifications· Customer disputes costs and demands a second opinion, stating she will complain until she gets one At this point the customer gets a representative to assign a technician, in error, which is cancelled less than minutes later The customer is advised again, that they can accept the cash out, or accept the non-covered costs This time, the customer accepts the cash out So, to address their complaint: The customer is well aware that we do not send second opinions, so they can attempt to reduce their non-covered costs, which is what they wished to do on both their claims We advise the customer of how long the payment could take, but that is the longest it will take We are sorry that the customer feels this does not address their problem, but we cannot send multiple technicians to the customer’s house, at no cost, so they choose the non-covered costs they prefer This is why they can, and have, accepted our cash out Sincerely, [redacted] Escalated Special Handling

September 12, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Gray TX- [redacted] Dear Ms [redacted] : As the customer was advised the day this complaint was filed, we are doing what we can to expedite the refunds Per their request for additional funds, Per contract: “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 payable to the Authorized Repair Technician at the time of each visit.” The customer states her company did not charge a ‘trade call fee’, but they did charge her for the repairs Per contract, the customer will pay the contract’s $trade fee or the cost of service, whichever is less Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

August 14, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Long IL- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response On May 25, 2017, an External Sewer & Septic & External Water Line Repair Essentials DELUXE protection plan was ordered from our company, and placed on the customer’s property, with a start date of May 31, This was done after an approximate hour phone call where the specifics of the plan were discussed This contract, which provides specific coverage for external water lines, was purchased at a cost of $15.99, per month The customer was provided a copy of the coverage to address the specifics of their coverage Per the coverage in question, the warranty excludes: “ removing any items necessary to access Your external sewer or septic line ” & “ repairing private paved, asphalt and/or concrete surfaces or structures ” Rather than address the non-eligible parts of the repair, the customer has cancelled their coverage, Our home warranties offer some assistance with controlling the costs associated with appliance or system breakdownsUnfortunately, opening and closing access to the customer’s private property is excluded from our coverage We apologize for any inconvenience or confusion this issue may have caused the customer Sincerely, [redacted] Office of the President

October 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ID- [redacted] Dear Ms [redacted] : We received the customer’s complaint, which was addressed on October 12, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 24, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] LA- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following explanation The customer has had a warranty with our company for almost years They reference a number of claims filed We will address their referenced claims On August 25, 2014, the customer filed the following AC claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: The thermostat is not responding Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Thermostat does not respondFan does not come on nor does cooling or heat.” A technician was sent twice, and addressed the customer’s reported failure by clearing their condensate drain(excluded maintenance), which allowed the unit to run (Customer has a float safety switch that stops the unit if the water backs up in the drain pan.) On June 3, 2015, the customer filed the following Refrigerator claim online: “Covered Item Problem: Leaking Brand: [redacted] Has this item ever worked?: Yes When did you first notice the problem?: About a week ago Q & A: Q: Please tell us what type of refrigerator you have A: Freezer on top Q: Please tell where the refrigerator is located A: Kitchen Problem Description: Lower shelf in fridge fills with waterIt may happen when the icemaker is turned on.” The technician sent cleaned the refrigerator defrost drain, which resolved the problem On December 24, 2016, the customer filed the following AC claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Other Q: Please tell us how the air conditioner worked for you previous to this problem A: Did not cool very well Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Water trap under air conditioner upstairs is overfilling and turning off This again, was a clogged condensate drain line, which the technician cleared On February 11, 2017, the customer filed the following AC claim online: Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Outside unit is not coming on Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Same exact problem I had when your technician came out in December and claimed it was a "maintenance" issue that my home warranty doesn't coverWater is overflowing under the drain upstairs and tripping the wire that turns the AC off The customer is aware at this point that their condensate drain is clogging, which is stopping the unit They are also aware that the cleaning of the unit and drain is routine maintenance On May 26, 2017, the customer filed the following AC claim online: Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Two days ago Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: The air conditioner is cooling fine but there is water leaking from the inside unit Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: I've had HWA techs come out three times for this same problem and was told the solution was to not run my AC unitThe overflow pan begins to collect more and more water until the unit does not turn on Another technician was sent to the customer’s property, who found the condensate line clogged, which stopped the customer’s unit They cleared the line On July 2, 2017, the customer filed the following AC claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Several of your service people have come and have not fixed the problem, performing declogging (a service that is not covered under your warranty)I am going to have a professional come and assess the problem as none of the money I spent on service calls and the extra for the "non covered" servicesPlease advise as to how I can cancel this account.” The customer’s contract explains how to cancel the coverage Filing an AC claim online, sends a technician to their property to diagnose a reported failure, and does not Four days later, the customer cancelled the claim, stating they were going to have a their own technician address On August 24, 2017, the customer filed the following AC claim online: Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Maintenance was done Tuesday and after the air did not cool as wellThe tech mentioned that the coil might need to be replaced and the freon is a little low.” After the customer called out their own technician, and advised that they performed the required maintenance, they advised of a possible failure with the systemWe assigned a technician to investigate and the next day, the customer cancelled the claim So, of the seven claims filed in the contract period on the two systems the customer referenced in their complaint , six were related to their AC system, and the diagnostics on five of the six were the need for routine maintenance, which is not a problem covered under warranty No technician ever provided a diagnosis that the refrigerator or air conditioning systems needed to be replaced, so the customer cannot correctly state that HWA “never resolved my hvac or refrigerator problems covered under warranty”, as there was never an eligible problem(mechanical failure) covered under contract that we were allowed to address We cleared the customer’s drains that stopped their units from running We have accepted the customer’s request to cancel, and are providing a partial refund Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:The copy/paste response of the business from thier contract and/or terms and condition is really meaningless after I spent hours waiting on the phone and dealing with their customer service representatives and unprofessional vendorsThre are of course no provisions for this in their contracts or terms and conditionsHWA has a terrible track record not only with the Revdex.com but also as evidenced with community review sites such as [redacted] or ***This is the kind of business that is taking advange of consumers by offering a mediocre service and not taking reaponsibility for itIf the business is not willing to work on a resolution agreeable to both parties please log my complain as unsatisfactory resolved by the business in the Revdex.com site.Best Regards, Sincerely, [redacted]

December 4, 2015Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: 10978140: Bradley TX-2007255Dear Ms [redacted] :We have received the customer’s complaint, and addressed the issue directly with the customer.Sincerely,Carl [redacted] Escalated Special Handling