Home Warranty of America

Complaint: [redacted]
I am rejecting this response because:  We have never received the reimbursement payment HWA owes us, nor we received a notification as to when a payment will be made.  This company does not anyone available to discuss the issue with us.  In my last conversation with a CSR I asked when we will receive our check and she said she does not know it, and that we have to wait "4-6 weeks".  I also asked if we can receive a note stating when the check will be mailed to us, and the answer was "No".  She did not know when a payment will be made, nor she can transfer the call to anyone who can tell us when a check will be mailed out. 
Sincerely,
[redacted]

December 14, 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 provide the following...

response.   On December 5, 2016, The customer reported a plumbing leak.  The same day, we had a technician on site who reported a water leak in their concrete slab.  Per our contract section VII.C:   “HWA is not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible (including but not limited to beneath crawl spaces, floor coverings, systems, cabinets, etc.).”   So, per their complaint, the existing plumbing is eligible. The warranty will not break up, or restore the concrete slab to get to the plumbing.   We have offered the customer our cost on the plumbing repair, which they accepted on December 14, 2016.   Sincerely,     [redacted] Escalated Special Handling

July 5, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] TN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response   The customer is complaining about two technician’s in reference to two different claims, stating that she wants us to re-evaluate our technicians, and resend two technician’s to address her claims.   From the customer’s statement, though, the icemaker claim has already been resolved, and the warranty has provided her the contract cap for the coverage (which she used to replace the unit.)  This is no longer an issue that the warranty can address.   The AC claim was also addressed as a replacement(evaporator coil), which the warranty approved, and the customer agreed to pay the non-covered costs.  When the technician completed the repair, the customer stopped payment on the technician’s payment for the non covered costs, and is reporting that the unit wasn’t properly installed. We would send the technician back to re-evaluate their work, but, as the customer has refused to pay them monies that they agreed to pay for the initial repair, we cannot address the customer’s request.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

September 9, 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 provide the...

following response.   Per contract section III.D:   “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.”   When the customer’s disagreed with the technician’s diagnosis, we offered to send a second opinion to re-evaluate the issue. The customer refused, and then called(and paid) her own technician, who replaced the toilet.  The customer did not  give us the new information, or allow us to address the issue based on the new diagnosis.   Since we did not assign the technician, or approve the replacement, we will not reimburse the customer.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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

Initial Business Response /* (1000, 5, 2015/07/28) */
July 28, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted] LA-XXXXXXX
Dear Ms. [redacted]
We received the customer's complaint and...

contacted the customer directly to address the issue.
If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX.
Sincerely,
Carl [redacted]
Claims Special Handling

November 23, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006    Chicago, IL  60611Re: [redacted]  FL-891136Dear Ms. [redacted]:We have received the
customer’s complaint and provide the following response.On September 23,...

2013, the
customer purchased a one year Warranty Contract with our company. On September
23, 2014, his contract expired.   On October 16, 2014, the
customer contacted us, to renew his coverage, after almost a month lapse.  On October 16, 2015, his contract again
expired.On November 9, 2015, the
customer again contacted us, to renew his coverage, after almost a month lapse. The following day, he called
in a claim referencing a leak at his kitchen sink, that he noticed prior to
November 9, 2015.  Per our contract,
section I:“During the coverage period,
HWA’s sole responsibility will be to arrange for a qualified service contractor
(“Service Provider”) to repair or replace, at HWA’s expense (up to the limits
set forth below), the systems and components mentioned as “Included” in
accordance with the terms and conditions of this contract so long as such
systems and components:A. Are located inside the
confines of the main foundation of the home or attached or detachedgarage (with the exception of
the exterior pool/spa, well pump, septic tank pumping and air conditioner);andB. Become inoperative due to
normal wear and tear; andC. Are in place and in proper
working order on the effective date of this home warranty contract.”The leak in question was not
“in proper working order on the effective date of this home warranty
contract”.  It had failed either within
the lapse of coverage, or in the previous Contract period, which the customer
states he repaired on his own..  As the
sink was not in proper working order as of the date of renewal, his claim was
rejected.  The customer was contacted on
November 11, 2015, prior to the technician coming to their home, and was
advised that the issue would not be covered. As a courtesy, to resolve the
issue, we have offered the customer a full refund, upon receipt or his written
request to cancel the coverage. Sincerely,Carl [redacted]Escalated Special Handling

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

October 17, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] ID-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint, which was addressed on...

October 12, 2016.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

September 23, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] IL-[redacted]   Dear Ms. [redacted]:   The check in question was issued to the customer on August 22,...

2016.  We have the check number.   We have no explanation why they do not have it, but are reissuing it to them as quickly as possible.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

October 25, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] MN-[redacted]   Dear Ms. [redacted]:   We have responded to the customer, but we have still not received payment, or proof thereof, for their contract.    Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

November 20, 2015Lucille GarciaDispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re:10954260: Naish  AL-1540682Dear Ms. Garcia:We have received the
customer’s Rebuttal, and again, per the contract:“…if the Contract is
cancelled, the Home Owner shall be entitled to a pro rata refund of the paid
Contract fee for the unexpired term, less service and a $25 administrative cost
incurred by HWA.”To clarify with specific
figures. The customer’s contract was
purchased on January 15, 2015 for $465.00.If you prorate $465.00 over
13 months, it gives you a monthly cost of approximately 35.77 per month, which
leaves $107.31 for the three months remaining of the  unexpired term.   If you then deduct the paid service costs of
$112.50, $47.50, $75.00 and $74.93, there are no funds remaining to be
refunded. We are sorry that the
customer feels that we have somehow cheated him in reference to the service
calls and repairs on his contract, but we have not done so. Sincerely,Carl HeweltEscalated Special Handling

July 31, 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 provide the...

following response.   On October 26, 2016, a home warranty was ordered from our company (online), on the customer’s property, with a start date of November 1, 2016.   This contract, which provides coverage for a majority of the appliances and systems in the home, was purchased at a cost of $500, and was paid by check.    Our records reflect, four days after closing, the customer went online and purchased the optional coverage for Septic System/Sewer Ejector pump at a cost of $75.00.  This coverage, detailed in contract section VI.J, provides $500 to be put towards the “Aerobic pump, jet pump, sewage ejector pump, septic tank and line from house to tank”.    A benefit of the warranty is access to an experienced, licensed local technician from our nationwide network. In the customer’s case, we have a technician that provides septic services in the customer’s area. When the assigned technician declined to service, we would have arranged for another technician, but we offered the customer the option of getting his own technician, to expedite the service (we would need the technician’s diagnostic to move forward with the payment of the contract cap).   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. Due to the $500 contract cap, we are unable to accommodate the customer request for $5000 to repair/replace their septic system. 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 advised HWA in my initial claim the equipment needed replacement. Had they asked for the inspection prior to sending out a technician, I would have been able to avoid the fee. HWA owes the refund whether they see it that way or not, and this is only my first step in resolving this matter. My next is small claims court or class action.
Sincerely,
[redacted]

September 7, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] MS-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and to our...

knowledge,  this repair was completed August 30, 2016.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: I have sent in EVERY piece of documentation HWA has asked for. The handwritten letter from [redacted] Electric is because I was informed that they do not keep electronic records and this was all they could provide for me. I was asked to show where the items had been reinspected, so I sent that in from [redacted] Construction as well. Everything was repaired/serviced as I asked and the items passed re- inspection by [redacted] Construction before closing. The entire point of the seller purchasing this home warranty was to offer me and my children a piece of mind. This i's definitely not what I expected from a company claiming to do just that. 
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.
I highly disagree with the unfair practices which they write into their contract for which I never saw since the seller provided the contract.  I completely understand why there have been so many complaints filed against them and have let my realtor know to spread the word in regards to reading these contracts closely.
Sincerely,
[redacted]

July 7, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   Per our contract, section III.D:   “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.”   We did not approve the customer to replace his entire system, and will not reimburse him for said replacement that he performed outside the warranty.   We are cancelling his request to renew.   Sincerely,     [redacted] Office of the President

September 15, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]: [redacted] OH-[redacted]   Dear Ms. [redacted]:   We have...

received the customer’s complaint, and provide the following response.   The customer noticed  the plumbing backup in his basement the day he moved in.  We assigned a technician, but neither the customer or technician contacted us in reference to the issue.   The non ducted Air conditioning unit is excluded from our contract.   We have, as a courtesy, refunded the customer’s trade fees paid, and have cancelled the coverage, at his request, and per Contract.   He is not entitled to, nor is he receiving a full refund, which was processed yesterday.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

July 25, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and are providing the...

following response.   On September 11, 2016, the customer opened a 13 month warranty contract. The contract requires per Section I.A.2:   “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 June 23, 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: 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: Two 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: I have two units which need to be looked at to identify where the problem exists.  I have never really been satisfied with the output over the last week while they have been running.  This was the first time I have used them after purchasing the home  the end of last year.  Yesterday the A/C seemed to have dropped in output of overall air.  It's too hard to tell if the limited airflow is even cool or not.  The wall unit turns on from what I can tell but no matter A/C or Fan I am getting limited airflow.  I checked the outside units and both seems to be working.”   We assigned a technician, per our contractual agreement,     On June 23, 2016,  the customer cancelled the claim, and reopened it four days later.   On June 30, 2016,  the technician reported electronically that the upstairs unit was 3 pounds low on refrigerant, which the technician recharged.   On July 13, 2016, the customer reopened the claim, stating it was again not cooling. We resent the technician to investigate.   On July 15, 2016, the technician found the unit empty of refrigerant.   On July 19, 2016, we were advised that the unit was empty of refrigerant and we approved a leak test.   On July 20, 2016, the leak test was done.   On July 22, 2016, we were advised that the 20 year old unit was leaking from the evaporator coil.   As the customer advised us that the unit had never cooled properly,  we requested a copy of the customer’s 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 the inspection, the units were not tested.  Had this been done, the failure with the unit would have been detectable   Thus, we decline to reimburse the customer for his HVAC system, that was not in proper working order.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager