Home Warranty of America

May 30, 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 complaint, and the above referenced contract has...

been cancelled.  Their refund has been returned to the account in question.     Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

June 29, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] LA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and the approvals and...

equipment orders were completed on Monday.     Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: it is unreasonable for the business to request a customer accept the same action that was previously provided by them which did not lead to a resolution. Abiding to their request to send out an additional contractor involves the client taking time off of work, being present for a 4hour+ time window, and potentially incurring additional charges. The original contractor sent by the business should have listened to the customer's explanation of what was wrong with the sump and provided a solution. The issue was easily identified by a professional who was not connected to Home Warranty.
Sincerely,
Christopher [redacted]

February 15, 2016   [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 complaint, and provide the following...

response.    No warranty will allow a customer  to raise their premium to cover a non-covered repair, after the failure is known.  We are sorry for the confusion caused by the representative, and have removed/ refunded the coverage the customer did not need.  We are addressing the corrective action as the customer recommends.   This would not make their non-covered claim eligible under the contract, and we will not cover their non-covered repair.   Sincerely,     [redacted] Escalated Special Handling

August 12, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] IL-[redacted]   Dear Ms. [redacted]:   It would appear that the customer was incorrect in his rebuttal, as a technician came to his home yesterday, to address the AC issue, as well as determine what needed to be done with the heat.     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

May 12, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted] CT-[redacted] Dear Ms. [redacted]: As has been explained to the customer previously, the green plus option in his contract addresses only the following items, Per section V.K of the contract: “If a covered appliance (limited to Dishwasher, Refrigerator, Clothes Washer), Heating System (limited to Furnace), or Water Heater breaks down….” This coverage is limited to Furnaces, and does not apply to his newly purchased heat pump system. We have made the customer the offer that has been presented, and that is the only offer that will be made.  Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

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 17, 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 as requested, their...

washer payment has been rushed.   The customer requested to cancel their contract on October 3, 2017, and we will not refund their payment of September 29, 2017.   Sincerely,     [redacted] Office of the President

I just received the SECOND check today Issued to a [redacted] The same issued as the first I can not cash this check. I have called several times to have some fix it and no one will fix it. I am the only one on the policy, so I have no idea why someone else is on this check!

December 29, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] : [redacted] TX-[redacted]   Dear Ms. [redacted]:   The warranty and technician are not talking about liability from the city, we are talking about liability from the customer, should a surge occur on the ungrounded line that they serviced.   Per contract section VII.H:   “HWA IS NOT LIABLE FOR INDIRECT, CONSEQUENTIAL OR ECONOMIC DAMAGES FOR LOSS OR DAMAGES TO ANY PERSON OR PROPERTY ARISING FROM THE LOSS OF USE OR THE INABILITY TO USE THE EQUIPMENT TO THE EXTENT SUCH MAY BE DISCLAIMED BY LAW, AND YOU EXPRESSLY WAIVE THE RIGHT TO ALL SUCH DAMAGES”   We are not responsible for the customer’s additional costs, because his gas was off, and to our knowledge, still is off.  If it is not off, we can send the technician back to diagnose the range, if they are not cancelling the contract.  If they are, we will prorate their refund per contract.   The customer may allege we are stalling, but this is completely untrue.  We want to give him the amount for the plumbing repair that has been approved, and if his gas is on, we can address the range.   Sincerely,   [redacted] Escalated Special Handling

April 21, 2017   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] TX-[redacted]   Dear Ms. [redacted]:   (The customer kindly advised us of the associated complaint prior to filing...

it.  This was my direct response to him.)   Per our contractual agreement, 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.”   Per the diagnosis received, the supply plenum did not fail due to normal wear. The furnace was improperly installed, lacking proper bottom support, causing the unit to tilt.  This caused the leakage, damaging the duct board and supply plenum.   So, a plenum is eligible, so long as it becomes inoperative due to normal wear.  In this case, it did not.”   (Please Note-the customer did not accept or respond to the explanation, and filed the complaint-Our position is the same.)   Sincerely,     [redacted] Escalated Special Handling

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,
Haywood [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]

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

August 24, 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...

explanation.    The customer has had a warranty with our company for almost 3.5 years.  They reference a number of claims filed.  We will address their referenced claims.   On August 25, 2014, the customer filed the following AC claim online:   “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: The thermostat is not responding Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems 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: More than 2 Months Problem Description: Thermostat does not respond. Fan does not come on nor does cooling or heat.”   A technician was sent twice, and addressed the customer’s reported failure by clearing their condensate drain(excluded maintenance), which allowed the unit to run.  (Customer has a float safety switch that stops the unit if the water backs up in the drain pan.)   On June 3, 2015, the customer filed the following Refrigerator claim online:   “Covered Item Problem: Leaking Brand: [redacted] Has this item ever worked?: Yes When did you first notice the problem?: About a week ago Q & A: Q: Please tell us what type of refrigerator you have A: Freezer on top Q: Please tell where the refrigerator is located A: Kitchen Problem Description: Lower shelf in fridge fills with water. It may happen when the icemaker is turned on.”   The technician sent cleaned the refrigerator defrost drain, which resolved the problem.   On December 24, 2016, the customer filed the following AC claim online:   “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Other Q: Please tell us how the air conditioner worked for you previous to this problem A: Did not cool very well 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: More than 2 Months Problem Description: Water trap under air conditioner upstairs is overfilling and turning off.   This again, was a clogged condensate drain line, which the technician cleared.   On February 11, 2017, the customer filed the following AC claim online:   Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Outside unit is not coming on Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes 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: More than 2 Months Problem Description: Same exact problem I had when your technician came out in December and claimed it was a "maintenance" issue that my home warranty doesn't cover. Water is overflowing under the drain upstairs and tripping the wire that turns the AC off.   The customer is aware at this point that their condensate drain is clogging, which is stopping the unit.  They are also aware that the cleaning of the unit and drain is routine maintenance.   On May 26, 2017, the customer filed the following AC claim online:   Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Two days ago Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: The air conditioner is cooling fine but there is water leaking from the inside unit Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes 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: More than 2 Months Problem Description: I've had HWA techs come out three times for this same problem and was told the solution was to not run my AC unit. The overflow pan begins to collect more and more water until the unit does not turn on   Another technician was sent to the customer’s property, who found the condensate line clogged, which stopped the customer’s unit.  They cleared the line.   On July 2, 2017, the customer filed the following AC claim online:   “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes 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: More than 2 Months Problem Description: Several of your service people have come and have not fixed the problem, performing declogging (a service that is not covered under your warranty). I am going to have a professional come and assess the problem as none of the money I spent on service calls and the extra for the "non covered" services. Please advise as to how I can cancel this account.”   The customer’s contract explains how to cancel the coverage.  Filing an AC claim online, sends a technician to their property to diagnose a reported failure, and does not .  Four days later, the customer cancelled the claim, stating  they were going to have a their own technician address.   On August 24, 2017, the customer filed the following AC claim online:   Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes 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: More than 2 Months Problem Description: Maintenance was done Tuesday and after the air did not cool as well. The tech mentioned that the coil might need to be replaced and the freon is a little low.”   After the customer called out their own technician, and advised that they performed the required maintenance, they advised of a possible failure with the system. We assigned a technician to investigate and the next day, the customer cancelled the claim.    So, of the seven claims filed in the contract period on the two systems the customer referenced in their complaint ,  six were related to their AC system, and the diagnostics on five of the six were the need for routine maintenance, which is not a problem covered under warranty.    No technician ever provided a diagnosis that the refrigerator or air conditioning systems needed to be replaced, so the customer cannot correctly state that HWA “never resolved my hvac or refrigerator problems covered under warranty”, as there was never an eligible problem(mechanical failure) covered under contract that we were allowed to address.  We cleared the customer’s drains that stopped their units from running.   We have accepted the customer’s request to cancel, and are providing a partial refund.   Sincerely,     [redacted] Office of the President

May 22, 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 rebuttal and, as we stated, the repair was approved.  When additional issues occurred with the repair, we took steps to send the technician  back to address.     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

August 26, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]  AZ-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and are processing...

their cancellation as requested.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

July 20, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] IL-[redacted]   Dear Ms. [redacted]:   We did not cause the customer’s AC to fail, and would not be responsible for the full system replacement she seems to be demanding from us.    The ‘bullet wound’ the customer mentioned, is a non repairable leak in her evaporator coil.  The ‘band-aid’ (as the customer calls it), is a check for $1,750.00, which is more than our cost for a replacement coil.  We are providing this to the customer, to help her address the AC replacement.   The customer has the right to file complaints of this nature.  Unfortunately, that does not make the filing of the complaint itself, right.   We consider this matter closed.     Sincerely,     [redacted] Office of the President