Home Warranty of America

Complaint: ***
I am rejecting this response because: they took almost a month to RESPOND while I had to sleep in degree temperatures.
Sincerely,
*** ***

August 26, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***(Mccord)OH- Dear Ms***: We have received the customer’s mother’s response, and provide the following explanation, in time order: January 26, 2016: Malik *** purchased a month home warranty plan for our company, on a recently purchased duplex On June 28, 2016: Malik contacted our office, and reported the upstairs unit’s AC was not cooling. Per our contractual 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.” We assigned a technician, who reported to us on the morning of June 30, 2016, that: “Outside condensing coil was very dirty , pressures too highWashed condensing coil, pressures are correct System operating properly at this time Customer did not pay service fee” On July 26, 2016, The customer’s mother(Iris ***) called our office, reporting two weeks prior, she noticed the unit was not cooling properly in the heat of the day Per contract section III.F: “If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of days on parts and days on labor.” The technician was sent back to the property, and on August 3, 2016, reported that they found no failure with the unit On August 4, 2016, Iris called again, reporting the unit was not cooling. At that time, she declined a recall or a second opinion, said she would not renew the coverage, and ended the call On August 7, 2016, Iris requested the second opinion On August 9, 2016, Iris called, stating the technician diagnosed the issue and is requesting a replacement. As we needed the documentation from the technician, we could not do anything until that was received On August 10, 2016, Iris called looking for an update. The technician sent in the form On August 11, 2016, (after Iris called for a status report)We received and updated the form, which advised that the year old evaporator coil pan was rusted and leaking which allowed water into the furnace, damaging the unitThough the furnace damage was secondary to the Air conditioning leak (excluded per section VII.G), we moved forward with the replacement of the failed coil and furnaceWe called the technician to clarify, if the new coil would work with the existing condenser and an RExpansion valve, or if the customer needed to replace the old condenser On August 12, 2016, Iris called times, and real estate agent called. A supervisor called the customer and explained the situation, and the vendor was called again, to confirm is there was an issue with the new equipment working with the old condenser On August 13, 2016(Saturday), Iris called again, threatening to go ‘public’ with the claim, if she had no response by Monday On August 14, 2016(Sunday), she went ‘public’ filing this complaint On August 15, 2016, the technician advised us that the condenser that had not failed, would need to be upgraded to work properly with the system. Per our contract, section I B.7, it requires that components: “ …become inoperative due to wear and tear…” Additionally, per contract section V.C, excluded: “Except as noted above or when optional coverage is purchased with this Contract, 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.” Iris was called, and the situation was explained, as far as the additional costs for the replacement condenser, or a cashout for our costs on the coil/furnace and labor She declined the charges, and ended the callAnother rep called her back, and Iris advised she would review her options and call back On August 17, 2016, Iris accepted the cashout, On August 21, 2016, the cashout was processed On August 22, 2016, we replied to the Revdex.com, as the issue had been resolved The customer replied to our response the same day to address: At no point in our contract does it state we will respond to your complaint in hours(We believe the customer is referencing section III.B, which states “HWA will dispatch Service Requests to an Authorized Repair Technician within hours.” We did this for all technicians assigned to this claim The maintenance done to the unit is not eligible under the contractPer contract section VII.Q: ” You agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.” The customer’s accusation is completely incorrect. Her coil failed, which the warranty is addressing. Her Furnace failed, which was caused by the coil failureThe warranty should not address that, but is doing so. Her Condenser did not fail, so we are not replacing it We are paying this claim. Iris seems to be upset because we are not replacing their condenser which did not fail. We are sorry she feels that our practice of covering systems and components that become inoperative due to wear is unethical and misleading On August 24, 2016, Iris disputed the offer she accepted a week prior. We have re-offered her the option to pay the additional costs for the condenser replacement, and she is reviewing legal options On August 25, 2016, We contacted her again to review the issue, explained the coverage, and are still sending the customer the check for the cashout Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

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

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

July 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** CA-*** Dear Ms***: We have received the customer’s complaint, and have addressed the issue
with them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s complaint and addressed the resolution with
the customer directly Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because: Although after filing this complaint with the bureau and contacting the regional sales rep thru my real estate agent who arranged the policy, HWA did finally send a technician that THEY AUTHORIZED to diagnose the issue, HWA still has not made a decision on repairing or replacing my oven. It took days to get the technician to my home for the diagnosis. The technician was willing to order the part needed and attempt to get it here in time to repair the oven before Thanksgiving, however, HWA did not authorize the technician to take action. Further, they are delaying the decision for their stated reason that the repair is expensive and they haven't decided what to do about it. The oven failed on its own through wear and tear and should have been repaired or replaced promptly. However, no decision has yet been made by HWA as to how they will proceed, now days after the oven failed
Sincerely,
*** ***

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

November 25, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: ***: *** OH-1549060Dear Ms***:We have received the
customer’s complaint and
contacted them directly to address the issueSincerely,Carl ***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

June 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s complaint, and provide the following response,
by point: The warranty has not refused to provide service, defined contractually per section I.Bas: “Service” or “Services” mean the diagnosis and performance of the work , including parts and labor, to repair or replace any Covered System and Component that becomes inoperable due to a mechanical failure caused by routine wear and tear in accordance with the provisions set forth in this Contract.” The customer has filed two claims, and we have provided service on both The payment for the technician’s work on the first claim is not the customer’s concern. There were no reported non-covered costs required by the technician, or work needing payment approval by the customer Per a review of the origination call, the customer was not told that the claim would be “definitely covered” The customer’s initial claim was covered under the contract, and the warranty paid over $to the technician for the repair The second claim was not covered because the customer disassembled the drain, and tried to chemically clean the clog, which prevented the technician from completing the repair Per contract section III.A: “You or Your agent (including tenant if specifically authorized by the Home Owner) must notify HWA for Service Requests to be performed under this Contract as soon as the problem is discovered.” In this case, the customer did not call us. They attempted to repair the failure, and when they could not repair the issue, they called our office We will not provide coverage for the second claim Sincerely, *** *** DE Services HWA Claims Handling Manager

July 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: On July 22, a cash out offer was calculated to address the customer’s AC issue On July 28, 2016, this was offered ***, who approved the payment Thus, the customer was contacted directly to address the issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

August 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NJ-*** Dear Ms***: We received the customer’s complaint, the replacement was
approved, and the technician has received the number to pick up the replacement unit Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November , 2015Esther ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: 94575340: *** IL-1854776Dear Ms***:We have received the
customer’s complaint, and have
addressed the issue with the customer directlySincerely,Carl ***Escalated Special Handling

July 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and the repair is moving
forward Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 13, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Ford WI-Dear Ms***: We have received the customer’s complaint
and are providing the following responseThe Customer purchased our Contract at the closing of his property on December 23, 2015, and moved into the property on December 26, On January 6, 2016, the customer called and advised that two days prior, he noticed the hot water heater banging, a smell of gas in his laundry area, and sediment coming from faucetsA claim was processed for his Water Heater, and we were assigning a technician to diagnose the unitThe following afternoon, the customer called back to check on the status. At that time we offered him the ability to get his own technician, to expedite the claimHe declined and the cancellation of the contract was discussedThe next day, a technician was assigned and the customer provided him pictures of the unit. Per the technician, the unit was leaking and improperly installedThe technician scheduled the service for Monday, based off the customers availability On Monday, under a more in depth diagnosis, the technician reported that the year old, gallon gas water heater was leaking from the tank, due to ageAdditionally, the unit was improperly vented to the side of the house and not the roofPer the water stains on the floor from the leak, the tank had been leaking for longer than the weeks the contract hat been in place. Per our contract, Section I.A.2: “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.” We had requested the customer’s inspection, to determine if an issue with the water heater was known or could have been detectable by visual inspection or mechanical testPer the partial document provided, the inspector advised that the water heater was a safety hazard, and references a note later in the inspection, which was not provided. We have requested the remainder of the document from the customer to confirm the unit was in proper working order, but the customer will not provide it. It would appear that the customer prefers to inappropriately discredit our service, rather than provide the documentation to allow us to review the issueAs the customer has made no demands with his complaint, they are not looking for anything further from us. To attempt to resolve the complaint, we request that the customer provide the remainder of the inspection document, or we offer a full refund of his Contract in the amount of $530.00, upon receipt of his written request to cancelSincerely, Carl *** Escalated Special Handling

Complaint:
I am rejecting this response because: I have called the service contractor again today. The service contractor, that HWA assigned, did not answer. I pay HWA a monthly contract fee (not the service contractor), pushing this problem off to the consumer is an unacceptable business practice. It is clear to me that the service contractor did not initially tell the truth (as proven in my phone records) about calling me. I am now in the same position again with regards to trying to set up an appointment to resolve my claim.
Sincerely,
Laura ***

August 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We refuse the customer’s demand, because, as stated, we are not responsible for the vendors actions We are sorry they feel they have received poor service, but we will not cover the non-covered costs for the repair/replacement Sincerely, *** *** Office of the President

November 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s complaint and provide the following
response The customer’s issue is with an approximately year old *** dishwasherThe technician that has been assigned to this service, has addressed the issue to *** directly, and we have been advised that we will receive an update on November 11, We wish to resolve this issue as much as the customer, and will contact them with an update as soon as possible Sincerely, *** *** Escalated Special Handling