Home Warranty of America

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

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

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

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

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

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]

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

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!

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]

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

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

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

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

May 22, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and this issue was resolved with the...

customer directly on May 19, 2017.   Sincerely, Carl Hewelt DE Services HWA Claims Handling Manager

September 29, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted] CA-[redacted]   Dear Ms. [redacted]:   The customer makes a number of unsupported points in his response:   The warranty did not have the technician purchase a 4 ton unit.  This is totally false.  We purchased a [redacted] 3 ton unit, which was picked up by the technician.   Again, the customer’s coil “needed to be replaced to work with their new condenser.”   This was a system upgrade, and a [redacted] coil would need to be modified to be installed in the customer’s property   We are addressing the installation, but are not reimbursing him for the upgraded coil.    Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

July 19, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the...

following response.   We did and do apologize for the delay in advising him that the issue is not covered under the contract.   This does not make us liable for the non-covered failure, or any secondary damage from the AC failure.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

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]

April 12, 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 have provided the requested supervisor call.   The customer is in possession of a 42” x 84” x 24” built in older model [redacted] refrigerator, and has already declined a technician.  Others have declined to service based on the brand, or the fact that it is a suspected sealed system failure.  We have offered the customer the option of getting their own technician to expedite the issue, and are waiting to hear from the technician.   Sincerely,     [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because: The issue is still ongoing. The unit was not replaced with a [redacted]. It was replaced with [redacted]. HWA has been taking at least 3 days to make decisions to replace parts and are not willing to replace the whole unit that was installed. I have a new born and have been unable to cool the house. HWA is not willing to help with the electric bill that is high because of the junk equipment that was sent out.  The reason the furnace was recommended to be replaced was because the unit installed did not match up to the furnace that was already installed to meet the seer rating required by law. My contractor is in the process of warranting the parts through the manufacturer and then going to install. After he installs, I then need to send his paid invoice to HWA and they will pay me back for what they covered even though this is the same exact thing that was done the first install. I have been out the 100 trade call fees several times for the same issue.  
Sincerely,
[redacted]

April 11, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: Harris  IL-[redacted] Dear Ms. [redacted]: We have received the customer’s...

complaint and are providing the following response. On March 31, 2016, the customer filed a claim for his Air Conditioner.  Per our Contractual agreement, we sent a technician to diagnose the failure. On April 7, we were advised by the technician that the customer’s 36 year old R-22 Condenser, was leaking from the condenser coil. Per our contract, section V.C: “For units below 13 SEER, and/ or R-22 equipment and when HWA is unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, or with R-22 equipment, repair/replacement will be performed with 13 SEER/R-410A equipment and/or 7.7 HSPF or higher compliant.’ So, we would upgrade the customer’s 36 year old condenser to a 13 SEER/R410A condenser.  Per 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-22 necessitated by the repair of existing equipment or the installation of new equipment.” As the upgraded unit  would not work with the customer’s old coil, the customer is being charged for the replacement coil and cost to install the unit, per their Gold Contract. So the customer has the option, to pay the quoted cost to replace and install the coil ($1,100.00), plus the other non-covered costs (275.00),  or they can take a cash out of our costs on the condenser replacement, per 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.” The customer declined those options and makes three different demands: They want us to to have the technician  install a R410A 13 SEER Condenser that works with their 36 year old coil.  Per the technician, this cannot be done. (Modern units use Puron, and would not work efficiently with a 36 year old coil which would be at a much lower SEER rating)  The customer is suggesting that two different  technicians each install half of an AC system.  No technician would be willing to do this, as they cannot check their work, nor would they insure the other technician’s work. (One technician’s error could destroy both parts of the system) Or they are demanding $852.00 more than the condenser would cost us to replace and install. None of these options are possible, or eligible under our Contract. Thus, we decline the customer’s demand. Sincerely, [redacted] Escalated Special Handling