Home Warranty of America

Complaint: ***
I am rejecting this response because: I called before second call and explain that its working right now but its doing exact same thing as beforeI was told frim both contractor and hwa that there wont be any charge as this is a same problemMy unit still shuts down and issue is not resolved.
Sincerely,
*** ***

December 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MI-*** Dear Ms***: We received the customer’s inquiry and are providing the
requested refund 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 me
Sincerely,
*** ***

January 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s inquiry, and have
spoken to them, and their husband, about the issue To explain, the warranty is looking to replacing the customer’s heat pump Condenser, and Air Handler, to address the failures with the customer’s HVAC system. The technician needs to address certain costs that are not included in the warranty coverage, which include changes (modifications) to the customer’s existing ductwork, copper lines, electrical lines, and drain lines to accommodate the new system. With these costs, they need to add a float switch (which is not in the property) replace the functional return air box, change out their condenser pad (excluded from contractual coverage) reseal the ductwork they need to open to replace the Air Handler and dispose of the old equipment The customer does not dispute that these costs are excluded from our coverage. Per our conversation, the customer is disputing the technician’s quoted retail cost on the non-covered items ($1,938.00), stating that they are too high. We are sorry if the customer feels that this is the case We have offered the customer our cost on the eligible items under the contract, and when we last spoke, the customer’s husband was reviewing the costs The customer and her husband have my direct contact information, and I anticipate speaking to them shortly Sincerely, *** *** Office of the President

April 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:*** NC-*** Dear Ms***: We have received the customer’s complaint, and their questions were addressed the
same day it was filed(prior to receiving the complaint). We are waiting for their response Sincerely, *** *** Escalated Special Handling

September 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MI-*** Dear Ms***: Two service fees have been refunded to the customer We apologized that the one in our prior letter was misidentified as the “water heater’ fee We are not refunding a third fee to the customer Sincerely, *** *** Office of the President

November 12, 2015Lucille GarciaDispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: ***: Raven TX-***Dear Ms***We have received the
customer’s complaint, and
provide the following responseOn September 16, 2015, the
customer called to advise that their kitchen faucet was leaking. Per our agreement, we sent a technician to
investigate the leak. Upon arrival at
the home, the technician found the faucet handle broken, with the plastic faucet
stop pushed past the built in shut off point on the faucet Per 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 unknown.”And VII.G:“HWA is not responsible for
consequential or secondary damageThis includes but is not limited to, repair
of conditions caused by chemical or sedimentary build up, insect infestation,
mold, mildew, or bacterial manifestations, misuse or abuse,…”The faucet handle being
broken, and pushed past the point where it would shut off is a clear indicator
that someone physically broke the faucet.
When the customer questioned the technicians diagnosis, we offered the
customer a second opinion as a courtesy, advising that there would only be an
additional trade fee due if the technician came back with the same diagnosis (i.e
the faucet had been broken due to it being forced it past the stopping point
and breaking the handle). The customer
declined, as they did not want to pay an additional fee at all As the faucet did not break
due to wear, we would not replace the faucetSincerely,Carl ***Escalated Special Handling

November 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NY-*** Dear Ms***: We have received the customer’s complaint and addressed this with them the
day they filed the complaint. They were unaware that the contract renews automatically. Sincerely, *** *** Escalated Special Handling

June 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: File Number: *** *** FL-*** Dear Ms***, We received the customer’s complaint and provide
the following response On May 24, 2016, the customer opened a Cooling Rep*** & Maintenance Essentials Plan with our company. The cost of the plan was 194.29, Or, approximately per monthly payment On May 25, 2016, the customer disputed the cost of the plan, and requested to cancel On May 26, 2016, the customer received service on his Cooling system We are sorry the customer is unhappy with our service, but we need to be billed for the service received, so we know what funds can be returned to the customer Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because:
Sincerely,
Jose (joe) ***Mrs*** I would like to thank you for taking the time to accept my complaint, however after some thought I decided to not continue this back and forth as I realize it will do no good for me much less get me some sort of refundI still have some level of satisfaction that at least I gave the Revdex.com my complaintThank you Mrs***

June 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
On May 22, 2017, the customer filed a claim for their Air Conditioner. Per our contractual agreement, we immediately attempted to assign a technician to diagnose the reported failures. As the customer had told us they had no cooling for two days, and had high local temperatures, we approved them to get their own technician, requiring the technician to contact us with a diagnosis, prior to performing any work On May 24, 2017, we received the diagnosis from the technician on the Air Conditioning unit, reporting a large leak in the year old evaporator coil. There was no mechanical failure reported with the Condenser, but per the technician and government requirement, the unit needed to be replaced to match the new coil. He provided a breakdown of the replacement costs, as well as the non-covered costs to replace the condenser (Per contract section V.C excluded: “Except as noted above or when optional coverage is included in Diamond and Platinum Plans, 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.”) On May 26, 2017, we reviewed the non-covered costs with the customer, and they disagreed, wanting us to upgrade the condenser. We explained why it was not covered On May 29, 2017, we calculated a cash out, which was accepted by the customer Per the customer’s complaint, they explain our position, which is mostly accurate. The evaporator coil has failed The warranty will not replace a functional component of a repairable system (The condenser), because of a needed coil upgrade Sincerely, *** *** DE Services HWA Claims Handling Manager

April 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WI-*** Dear Ms***: We have received the customer’s complaint, which was already addressed with
him directly Sincerely, *** *** Escalated Special Handling

December 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and addressed the refund
with them directly Sincerely, *** *** Escalated Special Handling

May 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** FL-*** Dear Ms***: We have received the customer’s rebuttal and are providing the following responseThe ‘drainage pipe’ in question has nothing to do with the plumbing system inside the main foundation of the homeIt is for water drainage on the external of the house and is not covered under the contract Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s inquiry, and their requested replacement
refrigerator was approved and ordered the day the complaint was received Sincerely, *** *** Office of the President

August 22, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** Wagener IL-*** Dear Ms***: Our Contractual obligation is, per contract section I: “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 arranged for a technician. The customer stating after the fact that we should not sent someone, is not what the contract states. She then edits ‘or mechanical test’ from her statement of contractual explanation, because the fact that the unit was not tested, and never worked properly is why the issue is not covered Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

February 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** UT-*** Dear Ms***: We have received the customer’s complaint, and have been advised that the
parts in question were delivered yesterday, and the repair should be completed today Sincerely, *** *** Escalated Special Handling

November 11, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: *** *** TX-***Dear Ms***:We have received the
customer’s complaintThe
customer states the Plan was supposed to be cancelled
in September, but when we called him in September to confirm this information,
he never contacted us back. Thus, as the
Plan was still in place, we charged him the October paymentAs he has advised us the plan
was to be cancelled, we have put his refund in processSincerely,Carl ***Escalated Special Handling

August 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We have received the customer’s inquiry, and are expressing them
the discussed payment, to address the issue Sincerely, *** *** Office of the President

January 11, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11077820: Pell TX-Dear Ms***: We have received the customer’s
complaint, and provide the following responseOn December 29, 2015, the customer filed a claim for his sump pump, reporting a number of different concerns in reference to his primary and backup systemsPer our Contract, we sent a technician to investigate the issue. The technician went to the customer’s home and found the eligible primary pump functioning properlyHe collected the trade fee that was paid by the customer A few days later the customer reported that he did not think the technician addressed the issue. We offered to file a recall to send the technician back to re-evaluate the situation, but the customer wished to hold off, and made sure it was noted that the problem was reported so he would not have to pay an additional fee It would appear that there was a disagreement between the customer and the technician in reference to the failure, and rather than have the technician return under a recall, the customer called a different technician, to address the issue outside of the Contract They are now wanting us to reimburse the trade fee that was paid to the technicianWe decline their request, as the technician performed the diagnosis, and would have returned to readdress the stated failure, had the customer allowed Sincerely, Carl *** Escalated Special Handling