Home Warranty of America

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

September 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: The technician has been approved to do so. We would request that the customer close the complaint, and reopen it if the replacement is not performed by the technician Sincerely, *** *** Office of the President

January 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** VA-*** Dear Ms***: We have received the invoice, and have left a message for the customer to address the issue Sincerely, *** *** Escalated Special Handling

Re: Heidi *** Your Claim No*** HWA Contract No*** To Whom It May Concern: Home Warranty of America is in receipt of your correspondence regarding the above referenced claimHome Warranty of America would like to report that we have constructed an increased buyout
amount for Ms***We have tried to contact Ms***, however, our efforts have not been successful Home Warranty of America records indicate that Ms*** was given the correct information regarding the buyout amount and the non-covered amountThe non-covered amount consists of items that the warranty does not address per the limitations in our contractWe are understanding that as a home owner, this information is frustratingWe are understanding of the situation and value Ms***’s business, therefore, we have stepped out of our contractual obligations to offer a different solutionWe have increased the buyout amount for Ms***We have tried to make contact with Ms***, but have not been successfulAs soon as we are able to get in touch with Ms***, we will advise her of increased buyout amount Thank you for bringing this matter to our attentionShould you have any further questionsPlease feel free to contact me directly at 224-***-***

Re: *** *** Your Claim No*** Your Contract No*** To Whom It May Concern: Home Warranty of America is in possession of your correspondence regarding the above-mentioned claimWe are happy to advise that we have been able to provide Mr*** with two different options to
resolve his claim Our records indicate that, unfortunately, we were not able to locate a Service Provider the day Mr*** filed his claim on 1-27-Due to this situation, and in efforts to assist Mr*** accordingly; we offered Mr*** to use his own licensed Service ProviderMr*** accepted this offerOn 2-6-2018, Mr*** called to state he was not successful with locating a Service Provider and would like us to continue our search We have since then located a Service Provider on 2-13-This allowed us to construct the following options for Mr***We have provided a model number for a replacement unit and a buyout amount to Mr***We are yet to be provided a decision from Mr***As soon as we are instructed on how to continue, we will do so We thank you for bringing this matter to our attentionIf you have any further questions, feel free to reach me at 224-***-***Sincerely, Home Warranty of America *** *** Office of the President

Initial Business Response /* (1000, 5, 2015/05/14) */
May 14,
*** ***
*** *** ***
Revdex.com
North Wabash, Suite
Chicago, IL XXXXX
Re: 94551370: ***: TX-XXXXXXX
Dear Ms***
We received the customer's complaint
and would like to respond accordinglyThe customer started a Warranty Contract with us on February 27,
On March 10, at 8:PM CST, the customer filed the following online claim for their water softener:
"Covered Item Problem: Low Water Pressure
Has this item ever worked?: No
When did you first notice the problem?: Two days ago
Have you moved into the home?: Yes
When did you move into the home?: 03/05/
Q & A:
Q: Please tell us if the water heater is A: A unit that you own
Q: Please tell us where the water softener is located A: Garage
Problem Description: Switched on the valve to the water softener for the first time this weekend and noticed water pressure dropped to almost a tricklePut the valve back in the bypass position and water pressure returnedThis is a Culligan Water Softener *** 89."
We immediately assigned a technician, who went to the customer's home two days later and found that the unit was restricting the water due to a bad impellarAs the customer had advised our office that the softener had never worked, this would indicate that the unit was not in proper working order on the Coverage period Start DateThus, we declined to cover the softenerPer our 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."
We requested the customer's inspection, to confirm the unit could be considered in proper working order, but the softener had not been inspectedHad an inspection or mechanical test occurred on the Coverage Period Start Date, the problem would have been easily detectable, as it was three days after the customer moved in
We have contacted the customer to address their complaint, and left a messagePer their complaint request, we will not replace their water softener, that never worked properly under the ContractAs we have a Contract with the customer, we will continue to use our Contractual definition, rather than what is arbitrarily "self-explanatory"
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Claims Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms***
We are not satisfied with the reply from Mr*** on behalf of HWAHis response does not address one of the main points of our complaint - the misleading term "unknown pre-existing condition." Once again HWA has failed to give us a definition for this termMr*** does not even use it once in his response letterDocuments we received from HWA after we purchased our home warranty note that they cover "unknown pre-existing conditions" - we would like to know what this means since it evidently doesn't mean a condition that was unknown to the homeowner and existing prior to our modateThis term yields misleading coverage at best and advertising at worstAs we stated in the third paragraph of our initial complaint, we understand the terms of the contract Mr*** regurgitated in his responseWhat we don't understand is how an "unknown pre-existing condition" ever fits into this descriptionWe would like HWA to give us a definition for this term and a specific example of how something is covered under it
We also would like an explanation as to why a plumber was ever sent out to our house if HWA knew they wouldn't cover the water softenerThe negligence HWA displayed by this cost us a $service feeOf course we never would have let the plumber come out if we knew HWA would not cover an un-inspected water softener
Finally, we never received a missed phone call or message from anyone at HWA following our complaint being filed with the Revdex.com as Mr*** indicatedWe certainly would have been eager to have a conversation with him
Thank you
Final Business Response /* (4000, 9, 2015/05/29) */
May 29,
*** ***
*** *** ***
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** ***: TX-XXXXXXX
Dear Ms***
To define the term, 'unknown pre-existing condition', one must only reference the quote from the contract in my response:
"Components 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."
Additionally, from 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."
The customer's definition limits exclusively to the homeowner's knowledge, which means, if the customer decides to not inspect or even view the property, prior to purchase, the customer could claim every failure found at mois an unknown pre-existing issueThis is not eligible under our Contract
The Contract just requires that the issue be unknown, and that the issue would/could not have been detectable by a visual inspection or simple mechanical test (on the Coverage Period Start Date)As far as an example of an unknown pre-existing issue, a slow leak from a worn out pipe in a wall
As to the customer's second question, the water softener is an eligible item under the contractWhen they filed a claim online, on a unit that never worked properly, it automatically sent a request to a technician to go to their home to diagnose the issueThe customer's assumption that we knew in advance that the issue was not covered, is incorrect
Sincerely,
*** ***
Escalated Claims Handling

August 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** LA-*** Dear Ms***: We have received the customer’s complaint and provide the following
response The customer, prior to closing on their new home, purchased a home inspection. Per this home inspection, their oven was inspected and the inspector stated: ‘Readout on oven is dimRecommend evaluation by a qualified licensed contractor and repair or replace as needed.’ The customer, at closing June 6, 2016, purchased our warranty contract, which states in 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.” At which point, the customer should have been fully aware that their oven display not working, would not be covered under contract We do not understand why they chose to file a claim, and pay a trade fee, on this issue that they should have addressed before closing with the seller of the property We can only assume that the customer was unaware of the reference to the oven on their inspection, and filed a claim when they experienced the problem. When we requested the inspection to confirm the unit was in proper working order, we determined that it was not We accept the customer’s suggestion, but requiring that we collect an inspection from every customer, and reviewing every inspection before filing a claim, is not viable The customer should review both our coverage and their inspection before filing a claim Sincerely, *** *** DE Svcs HWA Claims Handling Manager

March 29, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** MO- Dear Ms***: We received the customer’s inquiry, and
approved the repair on March 22, Per the technician’s report, the repair was completed yesterday Sincerely, Carl *** Office of the President

August 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint and the repair has
been completed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

August 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Alvord TX-*** Dear Ms***: We have received the customer’s complaint and have resolved
the issue with them directly on August 8, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: File Number *** Dear Ms ***, We received the
customer’s complaint and would like to respond accordingly. The customer purchased a Contract with our company, paying one month of the contract cost, that started on August 8, As she was advised on the original phone call, and as stated per contract section IV.A “Our obligation for each “Repair” Plan is limited to the cost of authorized repairs (including trip charge, trade call fee, parts and labor) up to a limit of $per covered product or system per service call, subject to a maximum aggregate limit of $2,per Plan during each one-year term of this Contract, including all repairs and replacement credits, if applicable, under the Plan“ The customer received a maintenance service, that they requested on August 8, On August 9, 2016, they request their welcome packet, which was sent to them Now they are requesting to cancel their contract, which is in process If they wish to cancel their electrical service, we request that they contact that office Sincerely, *** *** Escalated Special Handling

May 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint and are providing the following responseOn March
24, 2016, at 7:AM CSTthe customer went online and added Roof leak repair coverage to their contractFive minutes later, they filed the following roof leak repair claim online: “Covered Item Problem: Water Is Leaking Inside The House Has this item ever worked?: Yes When did you first notice the problem?: Today Q & A: Q: Please Tell Us Where You Are Experiencing A Water Leak A: 1st Floor Problem Description: It rained this morning and when I went into my office I noticed water drops in my office chair and looked up and noticed a slight swelling in the ceiling and it was damp when I touched it.” Clearly, this issue was not in proper working order when the customer added the coverage minutes before they filed the claimAs to their other complaint, On September 26, 2015, the customer filed their first AC issue under the contract, after an independent technician advised them of possible problems in the future with their upstairs system. We sent a technician to diagnose, per contract, and the technician reported that their unit was cooling properly, with a degree split in temperatureThere was no mention of a leak in the system at this timeOn April 23, 2016, the customer filed a second AC claim, claiming that both AC units for the property were leaking A technician was sent to investigate, and they found a leak in the customer’s upstairs evaporator coil. There was no failure with the downstairs unit. We provided the customer the breakdown on their costs to complete the repair, as well as the cash out amount for the repair. The customer chose to accept the cash out on our cost of the repair As a courtesy, we are providing a refund for the coverage the customer purchased on the problem they noticed on the same day. As to the AC issue, we are providing the customer a check for our cost on the coil replacement, labor and covered refrigerant Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We received the customer’s inquiry, and they had two separate leaks in their
system that occurred roughly a month apart. The first, required a coil replacement. The second, a different leak at the king valve We are sorry these failures occurred in close proximity to each other, but they are both legitimate costs and will not be waived Sincerely, *** *** Office of the President

April 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NH-*** Dear Ms***: We have received the customer’s complaint, and require a technician to provide
a diagnosis of the mechanical failure reported with a customer’s system, and a detailed breakdown of costsWe are requesting that information from the technician’s that have gone to the property, as well as the customer’s technician as of yesterday evening Sincerely, *** *** Escalated Special Handling

July 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NJ-*** Dear Ms***: We have received the customer’s inquiry and have confirmed that the needed coil is available and the technician has the approval needed to complete the replacement Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 7, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** AL-*** Dear Ms***: We have received the customer’s complaint, and the repair was completed,
on July 6, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

October 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We received the
customer’s complaint and have contacted them directly to review the issue Sincerely, *** *** Claims Special Handling

November 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Safstrom IN-*** Dear Ms***: On June 24, 2016, the customer opened a plumbing claim, reporting a
stoppage/clog in their basement drain line. At the time, the representative who filed the claim offered the customer an additional contractual coverage for External Sewer & Septic & External Water Line Repair Essentials DELUXE, which they accepted Six days later, the technician who came to the customer’s home reported electronically that the customer’s sewer line was blocked at multiple locations by roots. (They cleared the stoppage at that time with the rodding.) Approximately five months later, the customer called back, looking to file a claim for his water and sewer coverage, on a cracked line that was discovered back in June. Per contract section IV.C of their coverage: “Our responsibility will be to arrange for an Authorized Repair Technician to repair, at Our expense, up to the limits set forth below, leaks, blocks or breaks due to wear or tear or tree roots of the portion of the sewer service line You own from the utility’s point of responsibility or from Your septic tank to the point where Your sewer or septic line enters the Covered Property at the foundation, up to a maximum aggregate limit of $5,each Term (this limit includes the cost of any permits required to perform services under this Contract), and subject to the exclusions set forth herein and so long as the external sewer or septic line is in proper working order on the Contract Period Start Date Based on the diagnosis received six days after the contract was purchased, their external sewer line was not in proper working order, and the claim was not filed We have spoken to the customer, per other complaints filed about this issue in other locations, discussed possible resolution and are waiting for their call back Sincerely, *** *** Escalated Special Handling

April 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s complaint
and are providing the following responseWe received the customer’s complaint and would like to respond accordingly. On October 19, 2015, *** *** opened a Contract with HWA. On November 19, 2015, a Heating claim was filed by the customer. They stated that the unit had been used for only days under Contract, and was working intermittently We immediately assigned a technician to diagnose the failure. The technician diagnosed that a control board was failing, and had ordered it to be replaced without advising us of the diagnosis(Please note: the initial diagnosis had been cancelled, and then rescheduled when the unit failed. Then the board needed to be ordered) On December 2, 2015, when the board was being installed, the technician found that the year old *** unit had a cracked heat exchanger. We requested the customer’s inspection, to confirm the unit was in proper working order on the Contract effective date, per the 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 DateAttached garages, detached garages, exterior pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.” On December 10, 2015, The inspection was received, and the replacement approved, based on the customers approval of the non covered costs. The customer disputed the non covered costs, and per Section VII.O, we offered her a check for our cost on the replacement. “(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.”) We offered her the $762.50, she demanded $1,600.00, as she had already replaced her systemWhen we declined to increase our offer, she filed A complaint with The Oklahoma department of insuranceShe then accepted the $762.50, which was sent to her in late February We have no information if she has received the check or notShe has not requested that we reissue it. As we advised her and the Department of Insurance, we have offered our cost, and that is all we will offerSincerely, *** *** DE Svcs HWA Claims Handling Manager