Home Warranty of America

August 4,  2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: Wagener IL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and are providing...

the following response.   On January 12, 2016, the customer opened a 13 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.A.2 of 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 normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. 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. Attached garages, detached garages, exterior pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.”   On the morning of May 25, 2016, the customer filed the following claim online:   “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: Yes Q: Please tell us how the heat worked for you A: No Problems Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: There is no air coming out of the vents 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: Upstairs Q: Please tell us how long the unit has been running properly for this season. A: Never Problem Description: Turned on the air conditioning unit for the upstairs of the home. Could hear the unit working - seemed that it was turning off and on a lot, but then would work consistently for 30min or so. Never got cool. Unit ran for 3 hours and it was 85 degrees upstairs at night. 1st floor working fine. Can you please help us quickly? My husband has a heart condition and must stay in the bedroom to sleep (has a transponder that reports back to hospital that is hardwired into the bedroom) and it was so hot that he was not doing well. Thanks”   We assigned a technician, per our contractual agreement, but there were initial difficulties in scheduling.     The technician found a failed capacitor in the unit.  As the customer advised the unit never ran properly, or worked properly this season, we requested a copy of their home inspection to confirm  “no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”   Per their inspection, The AC was not tested.  Had the unit been serviced/tested, the failures would have been detectable.   The technician replaced the contactor, and the customer recalled them, in reference to the unit still not cooling properly. The technician found the pressure was way too high. He noticed that the 2 condensers were sitting side by side and were too close. They also found leak lock on the service caps, with missing Schrader caps.  They believed the unit may have been installed improperly and restricted.  They requested a second opinion to re-evaluate.   The second opinion found the coil sodt soldered instead of brazed, which is an improper installation, that would have been detectable by visual inspection, or mechanical test.   As the unit never worked properly, we would not address the repair/replacement of the unit that was not in proper working order.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

May 9, 2017   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]:   Qorri AZ-2720799   Dear Ms. [redacted]:   Our contract, section VIII.E, provides explanation for what refunds would be available, should a customer choose to cancel their coverage.   We acknowledge that the customer feels we should provide them a full refund if  a claim is denied, but that is not a requirement of our contractual agreement.      Sincerely,     Carl [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because: The issue in reference to this complaint took place while the contract was still in effect, therefore the warranty company is liable for their actions or lack thereof. Additionally, it is the issues within this complaint that caused me to cancel the contract. So for the warranty company to say they have nothing further to do with this because the contract has been canceled is outrageous. I need someone to review my last response in detail, research it, and respond by phone. Otherwise I will be filing a complaint with the attorney general. 
Sincerely,
[redacted]

February 6, 2018     Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] NJ-993630     Dear Ms. [redacted]:   The customer is, of course, free to reopen this issue as they wish, and are in possession of my contact information to review the remainder of the issue based on the diagnosis.   So, there is no need to leave this issue open when they can easily reopen it if there is a need to do so.   Sincerely,   Carl [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:  The air conditioner still has not been fixed and neither I nor the assigned service vendor can get answers as to when the repair will be done.
Sincerely,
[redacted]

January 27, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]: [redacted] TX-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint and are providing the following response. On...

December 25, 2015, the customer noticed their 65 gallon electric water heater leaking in their attic. Two days later, they called our office to report the issue. Per our Contractual ag[redacted]ment, we immediately assigned the claim to a local technician.([redacted] The following day, when the customer did not hear from the technician, they called our office to advise of the concern.  We immediately contacted another technician, who confirmed a service appointment the following day. ([redacted]) The following day, the technician came out, found the leak, and called our office to decline the service call.  (The customer blames us for this, but Per our Contract, Section VII.B.6: “HWA™ is not liable for any failure to obtain timely service due to conditions beyond its control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment. “) Over the next few days we assigned a multiple technicians (G[redacted]n leaf) ([redacted]) as well as offered the customer the option of getting their own technician, to address the issue as quickly as possible. On January 4, 2016, G[redacted]n leaf called with a diagnosis, and replacement costs for the unit. We called the customer, and explained the Non-Covered costs, which we receive verbally from the technician.  The customer approved the costs, and the unit was replaced. Over a week later, the customer called requesting paperwork on the non-covered costs.  We do not received such paperwork, but to assist the customer, we requested it from the technician’s office directly. They advised us that they would send it to the customer. After another week the customer called back, requesting the information again.  We offered to provide the information verbally(which is how we receive it), but the customer demanded it in writing. Per their complaint, they are now disputing the non covered costs that were explained to them and approved over two weeks ago.  We have requested the invoice from the technician to be sent to them to fulfil their request, but have no means to force the technician to do so. They are demanding a refund from our office, of monies paid to the technician’s office, for work that they already completed. As the costs were not covered by our Contract, and approved and paid by the customer, there is nothing for us to refund, and we will not do so. Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because:What HWA has chosen to ignore is that the owner of [redacted] Pros( the first and second chosen contractors) specifically stated to us that clearly the machine was damaged and that he, the repairperson and owner of Applicance Pros would NOT used that machine.  If that is a testament that the washer needed to be replaced I do not know what is.  This being said if HWA is not liable for the actions of their chosen repair contractors nor for any damages caused by their chosen contractors then I do not understand why anyone would chose HWA for their home warranty needs.  IT is clear by the plethora of negative reviews of HWA on the internet we are not the only ones who are dissatisfied with HWA.  WE will not be renewing our contract and will advise our real estate professionals never to use HWA again.  
Sincerely,
[redacted]

Re: [redacted]Your Claim No.[redacted]HWA Contract No. [redacted] To Whom It May Concern: Home Warranty of America is in possession of your correspondence regarding the above referenced claim. We have provided Mr. [redacted] with an alternative option to assist him with his claim. Our...

records indicate that, unfortunately, we were not able to locate a Service Provider in a timely manner. We understand this is unacceptable and to mitigate any further delay, HWA proceeded through an alternate route. Due to the unique situation, we allowed Mr. [redacted] to contract his own technician. We asked Mr. [redacted] that he have his technician contact Home Warranty of America to provide us with a diagnosis prior to any repairs completed. If HWA approved the repairs, then Mr. [redacted] would have to pay his technician out of pocket. We would later reimburse at Home Warranty of America rates upon receipt of a paid invoice. Unfortunately, we have yet to receive this information from Mr. [redacted] or his Contractor. As soon as the requested documentation is provided to us, we would be more than happy to resolve this situation for Mr. [redacted]. We thank you for bringing this matter to our attention. If you have any further questions, please contact me at 224-[redacted].  Sincerely, Home Warranty of America [redacted]Office of the President

May 31, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] NJ-[redacted]   Dear Ms. [redacted]:   On the morning of April 24, 2016, the customer filed the following claim...

electronically:   “Covered Item Problem: Water Leak Has this item ever worked?: Yes When did you first notice the problem?: Today Q & A: Q: Please let us know where you are having a water leak or where water is leaking from A: Pipe in the Basement Problem Description: water pipe to outside of house burst when the water was turned on”   This claim was automatically sent to a local technician.   We received no call in reference to this issue, until the following afternoon, when the customer told us that the technician was out that afternoon and what the failure was.  At that time, we advised him that it was an external pipe break, and a non covered issue.   The customer is disputing the trade fee, stating that someone else should have known the issue was not covered, and stopped the claim before the technician came out.   Per our contract, section I.A.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...”   The customer, per their contract, should have been aware that the claim was a non-covered issue.  Since they filed the claim online, we did not know it was not covered until we received the diagnosis, and we do not expect the technician’s(or service dispatcher at the technician’s office) to diagnose an issue sight unseen.   The trade service fee is due to the technician for their service call, and will not be waived.         Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

July 29, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]) TN-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint, and, per our information,...

the equipment is in the technicians possession, and it will be repaired over the weekend.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

February 1, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]  IL-[redacted] Dear Ms. [redacted]: We have received the customer’s...

complaint and have addressed the error with the processing of his payment.   We are processing and expressing the payment to him directly.   Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because: Home Warranty of America is just plain wrong.  They do not do right by their customers and (as you can see by all the negative reviews online) are simply in it for profit.  They rip people off by selling them contracts claiming they will provide a service and not holding up their end of the agreement.  They have few good service contractors that will work with them because they are ripping them off as well.  To sum it all up you have a "middle man" making phone calls and poorly managing a company who is ripping both service providers and service technicians off.  Home Warranty of America did nothing to resolve my claim but consistently send unreliable and unprofessional service technicians to my home to try to get out of honoring an agreement that they (HWA) committed to.
Sincerely,
[redacted]

May 17, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]  NE-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint and are providing the following response. On...

April 17, 2016, the customer filed a claim online for their HVAC system: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: Yes Q: Please tell us how the heat worked for you A: No Problems 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: 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 season. A: Never Problem Description: When we had our inspection, the inspector said it was too cold in the winter to test the unit but that everything looked OK on the outside. We tried turning it on yesterday for the first time and have been trying to run it for two days. It does not get cool at all. The purpose of our home warranty contract is explained in section I.A.1 of our contract.  It states: “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.” The term ‘Covered Systems and Components’ is defined, per section I.B.7, as : “…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 normal wear and tear, including break downs due to insufficient maintenance if at the time the issue or break down was unknown. 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. ” Per our agreement, we sent a technician to determine the failure with the customer’s unit.  Per the diagnosis, the motor has burned out & overheated, due to a lack of  air flow, due to a deck being built over the unit.   The tech recommended the unit being moved or the deck being taken down.  We understand that the customer is demanding that we move and replace their system that never worked properly under the contract.  Unfortunately, as the failure is not due to normal wear, it would not be eligible under our contract.    Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 21, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We have spoken to the customer directly to resolve the issue as of November 17, 2016, and consider this issue closed.   Sincerely,     [redacted] Escalated Special Handling

June 21, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted]  VA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and a technician...

addressed the reported concerns, as of June 15, 2016.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

September 27, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] IL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and sent a second...

technician to re-evaluate the customer’s unit.   They have provided a diagnosis, and we have left a message with the customer, to discuss the completion of the repair.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

March 1, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] SC-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and as the technician advised that the...

unit could not be repaired, we have contacted them with replacement options .   Sincerely,     [redacted] Escalated Special Handling

August 11, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] LA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the...

following response.   On June 28, 2017, we were contacted by our customer, who reported the AC in his home was not cooling.  Per our agreement, we assigned a technician to diagnose the failure with the system.   On July 3, 2017, the technician advised us that a replacement air filter was installed, to address the failure.   On August 3, 2017, the customer advised that the unit was still not cooling.  We sent the technician back to re-evaluate the failure with the system.   The following day, the technician reported that the customer’s blower motor and control board had shorted out in their 20 year old air handler (Note: this was a different failure than the prior issue in June).    As the customer has an older AC system, we are upgrading the Air Handler, to 13 SEER/R-410A equipment and/or 7.7 HSPF or higher compliant unit , per contract section V.C.  (Please Note:  the warranty cannot provide an air handler that will work properly with the customer’s functioning  20 year old condenser.  This is why we are upgrading their failed Air Handler and they need to pay for the upgraded condenser, or accept our cash out on the Air Handler replacement.)   Home Warranty of America (HWA) knows that purchasing a home can be a stressful experience. For most people, buying a home is usually the single biggest purchase that they will ever make. Our home warranties offer some assistance with controlling the costs associated with appliance or system breakdowns. We are unable to cover the costs of the customer’s portion of the repair, which is why we offer multiple options. We apologize for any inconvenience this issue may have caused the customer.   Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:I had to contact and schedule a plumbing company to do the repairs because the company/vendor Home Warranty of America did not respond to my phone call and never contacted me to schedule an appointment. Home Warranty of American should not be able to keep $75.00 form my bill for services they did not perform.
Sincerely,
[redacted]

November 9, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] AL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the...

following response.   On both October 3, 2017 and October 12, 2017, we have sent a technician to the customer’s home, to address a leaking filter issue, up to the contract cap, of $1000 (addressed in contract section VI.A.)  The amount of the quoted non covered costs, was the total  amount needed from the customer, beyond our cap.  They requested a cash out of our remaining cost. As we have approved $430.00 of the customer’s cap in repairs and labor, we have offered the customer the remaining balance of $570.00, which they accepted.   Sincerely,     [redacted] Office of the President