Home Warranty of America

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

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   Per their settlement request, the customer’s payment had been withdrawn monthly on the 24th or 25th of the month.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

Complaint: [redacted]
I am rejecting this response because:I corresponded with the company on 10/18 and 10/19 and provided them with all required information. I was told that they would review my claim and get back to me. I have not been contacted by the company since.
Sincerely,
[redacted]

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

March 27, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted]  TX-[redacted]   Dear Ms. [redacted]:   We are not providing the customer three months refund, as we did not take three months of withdrawals from his account for his new contract.    The two moths taken, January and Februray, were processed to be returned to his bank the day the response was sent.   Sincerely,     [redacted] Escalated Special Handling

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

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

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

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

Complaint: [redacted]I am rejecting this response because:
They did not address the issue directly with me.  I had to continue to follow up DAILY and asked each person I spoke with to get back to me with answers to my questions.  I finally gave up and just asked them for a buy out check, which I will now have to wait 4-6 weeks for.  I've asked numerous times to speak to a manager or someone "in charge" and I am always told they are not available and they cannot provide me with a voicemail, direct phone number or email address.  Addressing the issue directly with me would have involved HWA contacting ME, which never happened.  Again, my family has been without air conditioning since 6/21, we have had to make arrangements to stay in hotels or other places when the inside temperature in our home was over 90 degrees, we have had to throw away food and expensive baby formula that was in our cabinets that was ruined due to the excessive heat.  Again, NONE of these issues were addressed directly with me.  Seems like HWA just makes that statement to dismiss their customers concerns and problems.  This is the absolute worst experience I have ever had when dealing with any company.
Sincerely,[redacted]

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

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

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

Complaint: [redacted]
I am rejecting this response because:I did not refuse to pay for a second company to come out, they refused to send someone.the company sent this time was clearly overcharging.  they are charging $100 per pound for R22 refrigerant and the company I wanted to come out that has worked on my AC before charges $75.  but HWA does not care about that as they cover $10 no matter what.  they also did not care that the guy expected to fix my AC was not nice to me at all and complained the entire time about how little he gets paid.HWA only brought up my last 2 experiences with the AC, he failed to bring up the last 5 times I had AC issues before that or the other 8 issues on top of that. not wanting that company in my home and accepting the cash option leaves me with 2 choices...1.  go with no AC in Texas for 4-6 weeks while they mail a check2.  get a loan and pay interest and get it fixed. will they pay interest?? of course not.  do they care?  of course not.  if they did, they would understand that Total Environmental is not a good company.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: HWA has a policy to cover "unknown pre-existing condition" and I believe my case applied to this policy.
Sincerely,
Ken [redacted]

Initial Business Response /* (1000, 6, 2015/07/29) */
June 28, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted] :MI-XXXXXXX
Dear Ms. [redacted]
We received the customer's complaint and...

would like to respond accordingly. Direct Energy offered the customer a "trial' twelve month protection plan contract at no cost to the customer. She has paid nothing for the offer, and requested to cancel it.
It has been cancelled.
If you should have any questions or concerns I can be reached at XXX-XXX-XXXX.
Sincerely,
[redacted]
Escalated Special Handling

October 12, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]  IN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and addressed...

the issue with them directly.   Sincerely,     [redacted] Office of the President

July 12, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and after receiving the...

diagnostic from the technician, we are moving forward with the repair.     Sincerely,     [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] IL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and have contacted him directly to...

resolve the issue.   Sincerely,     [redacted] Escalated Special Handling