Home Warranty of America

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

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]

December 23, 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 provide the following...

response.   As the customer explains, he has a leak in his metal valley flashing. The leak is not in his asphalt shingle roof structure.  It is in the metal flashing in a valley.   Sincerely,   [redacted] Escalated Special Handling

February 22, 2018     Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] IN-974246     Dear Ms. [redacted]   We have received the customer’s inquiry and...

are sorry he is dissatisfied with our coverage offers and pricing.   As this is an electronic funds transfer, we need to be in possession of the funds, before we can return them.  (Note: if the customer cancels the transfer prior to our receiving the funds, then we would have no funds to return)   We apologize for the delay, but we cannot expedite the refund beyond what the customer was advised by my office.   Sincerely,   Carl [redacted] Office of the President

August 11, 2016   [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 have resolved the...

issue with them directly on August 3, 2016.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

April 19, 2017   [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 provide the following response. ...

  On August  9, 2016, the  customer purchased a 13 month warranty contract with our company, at a cost of $590.00.   On April 9, 2017, the customer requested to cancel the coverage.  Per contract Section VIII.E:   “If HWA cancels this Contract or if You cancel this contract after the first 30 days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $30 or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA;…”   We provided 8 months of the customer’s 13 months of coverage, and deducting those 8 months, the $30.00 administrative fee, and the additional $8.00 charged by the technician for the roof service, leaves a balance of $188.92, which was returned to the customer.   We are sorry the customer is dissatisfied with our service, but that is the only refund to which the customer is entitled.   Sincerely,     [redacted] Escalated Special Handling

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

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

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

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]

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:  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]

July 28, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] FL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and a supervisor...

addressed this issue with the customer, the morning the complaint was filed.     Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

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

October 17, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] NY-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint, and have contacted him...

directly to address the issue.   Sincerely,   [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

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]

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

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