Home Warranty of America

Complaint: ***
I am rejecting this response because: I do not have resolution as of yetI have been without my built in oven since November 26th and HWA has yet to replace our unitThe promised delivery date for a replacement unit is 1-17-By the time it is installed I will have been almost months without my built in wall ovenNot able to cook during Christmas and New YearsHard to believe reallyI could have have purchased a replacement unit myself and had it delivered by January 6th
Sincerely,
*** ***

January 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** IL-*** Dear Ms***: We have received the customer’s invoice, and are addressing the requested
refund Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because:I have not received a refund check from HWA as of 10/3/as described in the response, nor has the company contacted me to inform me of this resolution as their personnel instructed me they would do each time I called the company to request my refund (calls in Aug/Sept.) A little communication from someone at the company would go a long way along with a refund before they respond to Revdex.com it has been resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I appeal the decision because the gentlemen that came out to look at the AC did not say it was due to the sprinkler hitting the unit. They said if that was the case you would need to cover the unit up because it rains so much in FloridaThey said about every 10-years you need to replace the unitThey did say that HWA would more than likely give us a credit towards a new unitWhen my husband called later that afternoon he did say every time it rains do you expect me to hold an umbrella over it? the unit needs to breath and can not be enclosedEvery single unit in our area is exposed on the same place on the side of the house and 99% of people have a sprinkler systemWe maintain ours so that the spray does not touch our home, the driveway or any place other than the lawn, it is definitely pointing to the AC unit
Sincerely,
*** ***

April 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s complaint and are providing the following responseOn
April 22, 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.” Hours later, the customer reported that the HVAC unit was not cooling. A claim was opened in reference to the issue, and per contract, a technician was assigned to diagnose the failureThe technician was on site April 25, 2016, and advised the following day, that the year old system was low on refrigerant, from a leaking evaporator coil. As an HVAC system would not develop a leak in less than a day’s usage, the claim was rejected and a home inspection requested, to confirm the unit was in proper working orderUpon review of the home inspection it was determined that the unit was not turned on, and stated it should be tested by an HVAC contractor prior to closing. Had this been done, the failure would have been detected by mechanical test as it was when the customer turned on the unit and noticed it wasn’t cooling properly on the day they moved in As this unit was not in proper working order on the Coverage period Start Date, we would not address the repair/replacementSincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: it does not address multiple components of my complaint with the biggest piece being the misleading information pertaining to what they would cover that was provided by their representative when I called for authorization of the repairs
Sincerely,
*** ***

July 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have received the customer’s message, and have contacted them with the
requested cash out amount. We are waiting for their call back Sincerely, *** *** Office of the President

September 9, 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 addressed
the issue Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

August 19, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: The failure is not covered under the contractIf the issue were eligible, and the issue was unknown, or could not have been detectable by visual inspection or mechanical test, we could address As it stands, a non wear failure is a non covered issue. Even is the customer knew nothing about it, someone manually breaking t heir pan and line is not covered under contract Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

June 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
The customer spoke with a supervisor the day after filing this complaint. A clerical error on the manufacturers part, sent the needed equipment to the wrong place. They are correcting the error by overnighting the equipment to the correct location, and the technician should be able to schedule the repair early next week Sincerely, *** *** Office of the President

March 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s inquiry and have
addressed their concerns with them directly Sincerely, Carl *** Office of the President

September 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s inquiry, and as they were
advised the day this inquiry was filed, we approved the technician to perform the needed repair Sincerely, *** *** 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 meIt shouldnt require a Revdex.com complaint to get action when I had asked for an update three times, but it is what it is
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have received a check to help make the roof repair.
Sincerely,
*** ***

August 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s inquiry, and provide the following
response On June 25, 2017, the customer opened a refrigerator claim, reporting that the unit was not cooling/defrosting We immediately filed a claim, and have received the following information, based on the customers inquiry, and claim recalls: June 27, 2017-No failure with unit at time of service July 13, 2017-No failure with unit at time of serviceJuly 19, 2017-failed control board and temperature sensor due to wear-repaired August 1, 2017-failed inverter board-repaired August 11, 2017-Technician could not determine failure and requested second opinion August 11, 2017-Technician reported no power to compressor-part ordered August 17, 2017-Technician cannot service for a week, and customer requests reassignment August 23, 2017-Technician discovers incorrect inverter improperly installed-part ordered We apologize for the delay in completing this repair, as we have had an intermittent failure with the customer’s unit that was not present when the technician was looking for signs of failure. As the failure has been determined, we are now addressing the repair as quickly as possible. We expect, based on the current diagnosis and information, that the repair will be complete by early next week Sincerely, *** *** Office of the President

March 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO *** Dear Ms***: We have received the customer’s rebuttal and are providing the following responseWe can only assume that the customer still wishes to cancel, though they will not get a full refund. Their cancellation is in process, and their refund will be received in approximately weeks Sincerely, *** *** Escalated Special Handling

March 23, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC- Dear Ms***: We received the technician’s diagnosis electronically on March 20, Per a conversation with the customer on March 21, 2018, the technician is ordering parts and should receive them by March 28, Sincerely, Carl *** Office of the President

August 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s inquiry, and per their 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 break downs due to insufficient maintenance if at the time the issue or break down was unknown.” Per the information provided, the fans in question are failing, but are still operational We are sorry, but the warranty contract will not pre-emptively replace fans that have not failed Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:This process has not been handled in a timely mannerIt took over a month to be denied then over another month without a response on the prorate amountIt took a complaint to the Revdex.com to even get HWA to call us backWe have made numerous attempts to contact this company with no responseThe company should have standard for customer serviceI believe since the company has neglected the needs of the client then a full refund is a respectful requestI will not be completed satisfied unless a full refund of our renewal is returned.
Sincerely,
*** And *** ***

June 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:*** NJ *** Dear Ms***: We have received the customer’s complaint, and addressed this issue
with them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager