Home Warranty of America

October 11, 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 contacted them...

directly to address the issue.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

September 12, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]:  [redacted] AL-[redacted]   Dear Ms. [redacted]:   Our...

responses to the Revdex.com are the factual breakdown of the events of the claim, to address the customer’s complaint.  The ‘malarkey’ in this case was the customer’s legal threat, and now their multiple Revdex.com complaints.   We apologize that one of the customer’s threatening letters was received by our cancellation department.  As it was demanding a full contract refund, it was taken as a request to cancel.   When we were advised that this was not the customer’s intent, we accepted their claim, and replaced their water heater.     Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

May 19, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and this issue was reassigned to a...

second technician, who has been approved to complete the repair.  We apologize for the delay in service caused by the prior technician.    Sincerely, [redacted] DE Services HWA Claims Handling Manager

December 8, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] ([redacted])  TX-[redacted]   Dear Ms. [redacted]:   As stated, the unit was not in proper working order, we do not accept modified inspections, and the claim has been denied.  The customer’s claim that someone told them that we would accept a modified inspection has not, and will not change our position.   Sincerely,     [redacted] Escalated Special Handling

August 23, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: :Tracy DE-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and the repair was completed on...

August 19, 2016.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

November 9, 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 received the customer’s complaint and have approved the technician to...

replace the board needed to complete the repair of the dishwasher.   Sincerely,     [redacted] Escalated Special Handling

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]

October 20, 2017     [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 inquiry, and provide the...

following response.   Per a review of the customer’s claim origination call (Note:  the customer created his original plumbing claim online, and then, when the plumber was on site,  filed two additional claims, for additional plumbing issues), the customer was advised that we do address the restoration of drywall to a rough finish (that a technician needed to open to access piping), but we do not address the restoration of wet drywall.    As the drywall in question was already damaged by leaking water, the warranty would not address the restoration of the damaged drywall that the technician needed to cut.   Sincerely,     [redacted] Office of the President

March 31, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]: [redacted]  IL-[redacted] Dear Ms. [redacted]: On the morning of Thursday, February 11, 2016, a claim was filed to address the pilot light going out on the customer’s water heater. We do not have any information as to what the technician found at the time of service, but it would seem that the technician relit the customer’s pilot light.  (The  customer’s original complaint states “HWA sent a plumber the next day who did a temporary fix and told me that the problem will most likely occur again because of the suspected part that may fail again”.  This does not mean that the problem would occur again, nor would the technician be expected to order a part for a unit that may or may not have failed) On Saturday, February 13, 2016, the customer called, to advise that the pilot went out again.   We resent the work order back to the technician, but in the course of two hours, the customer had called the technician 5-6 times, to address the part that needed to be ordered. At that time, the technician declined to address the failure, while the customer wanted a new technician, claiming the first technician was playing games, as they claimed to have been without hot water for four days (though it had only been two days from when the claim was reported).  The customer was provided the option to get their own technician, and it was explained that we would be providing a refund, that may not have been the full cost of the service.  Per Contract, Section III.B & III.C: “HWA will dispatch Service Requests to an Authorized Repair Technician within 48 hours. If you should request HWA to perform non-emergency Service outside of normal business hours, you will be responsible for any additional fees and/or overtime charges.” “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service (emergency usually considered to be loss of life or peril).” The customer’s technician called that afternoon, but(as the prior technician sent out by our office stated) could not provide a cost breakdown/part until Monday. We have offered the customer our cost on the reimbursement for his repair.  That is all we are offering in reference to this issue, per Contract section VII.O: “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.” Sincerely, [redacted] Escalated Special Handling

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

August 4, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] NC-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and we have not...

received any e-mails from the customer to request cancellation.  We have put their request in process, per their complaint,  and requested copies of her e-mails from her directly.  (A message was left this morning.)   Per their settlement request, the customer’s payment had been withdrawn monthly on the 24th or 25th of the month.  So, they would not be entitled to their June payment, as if the cancellation e-mail was sent on June 29, 2017, it was sent five days after the payment was processed.   Upon receipt of their e-mails, we can determine if the July payment is refundable.       Sincerely,     [redacted] Office of the President

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

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

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

May 25, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]: Daniel VA-[redacted] Dear Ms. [redacted]: We have contacted the customer in reference to the issue, and he addressed the plumbing repair...

on his own. We offered the option of possible reimbursement, and he declined. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 12, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: 10944084: [redacted]  IL-1874779Dear Ms. [redacted]:We have received the
customer’s complaint...

and provide the following response.On July 7, 2015, we received
an order for a contract on the customers property. The contract cost was $475.00,
and we received a check with the order, in the amount of $370.00.  We contacted the customer’s agent in
reference to the short payment for the coverage, and sent the customer an
invoice stating there was an outstanding balance on the contract.On July 17, 2015, additional
coverages were added to the contract and paid for at that time.On July 30, 2015, the
customer’s agent responded to our request for payment, called us, and advised
they were mailing the credit card info, to make the payment.This payment was never provided
to our office.  Per Contract section
II.B:“Home Owner’s coverage begins
on the Coverage Period Start Date and ends on the last day of the Coverage
Period provided payment is made in full on or before the Coverage Period Start
Date, subject to a 14-day payment grace period if the Contract was entered into
as part of a real estate transaction and ordered by a licensed real estate
professional, title company or financial institution.”So when the customer called
us to file a claim November 5, 2015, we advised that we were still waiting for
the payment. Per their complaint, we
requested the payment from the customer’s realtor, and advised the customer of
the outstanding balance in July.  We are
sorry that they lack confidence in us, after the payment was not provided after
we requested it in July.  Sincerely,Carl [redacted]Escalated Special Handling

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

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

January 24, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] CA-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry and spoke...

to them previously, referencing our position.  To explain:   On November 15, 2016, the customer purchased a 13-month contract with our company.   On November 10, 2017, we called the customer to discuss the renewal of their contract   On December 6, 2017, we called the customer again, to discuss renewal.   On December 15, 2017, the contract expired.   On December 27, 2017, the customer went online, and renewed their contract. Less than six hours later, the customer called our office to file a heating claim, advising that they smelled gas, called the gas company, who came out and advised of a gas leak.  The representative filed a claim, and assigned a technician to investigate the failure. (We apologize for this, as a claim should not have been filed, as the unit was not in proper working order on the coverage period start date, as required per contract.)   The technician went to the property, found the leak, and repaired it. (Again, this should not have occurred, but as the technician performed the repair under their authorization limit, we will address that repair.)   On January 12, 2018, the customer reported that the repair was done by the technician, but the unit was still leaking gas.  The customer refused to have the initial technician return to the property and requested a second opinion.   On January 16, 2018, the second opinion reported that the furnace needed to be replaced.  As the unit was not in proper working order on December 27, 2017(the day the contract was renewed and the claim was filed), it would not be covered under contract.   We decline to replace the furnace, that would not be eligible under contract.   Sincerely,   [redacted] Office of the President

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]