Home Warranty of America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11694524, and find that this resolution is satisfactory to me. We received notification from the technician yesterday that progress was being made and we will be sure to continue monitoring the progress.
Sincerely,
Sara [redacted]

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

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

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

November 18, 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 the technician’s diagnosis. ...

Though there was a concern that the washer was much larger than the dryer, we have approved the repair of the unit.   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 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

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

September 22, 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 are moving forward with the replacement.  We have reached out to the customer, and are waiting for his call back.     Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

March 21, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]:Lowe  IL-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint and are providing the following response. On...

March 9, 2016,  the following claim was filed online: “Covered Item Problem: Built-in Oven (Electric) Brand: [redacted] Has this item ever worked?: Yes When did you first notice the problem?: About a month ago Q & A: Q: Please describe the problem A: Temperature issue Q: Please tell us how many times the specific item that is not working, has worked properly since the contract start date A: More Than Five Times Problem Description: This is a two oven set.  Initially the top oven would not preheat.  The oven would heat, but the temperature display would show it as cold.  The temperature would continue to climb until eventually (45-60min) it will display that the temp has reached stetting. Now the bottom oven displays 360deg when you turn it on and does not regulate temperature. I do not have a temperature gauge but indications are that both ovens are reaching temperatures significantly higher than indicated.” Per our Contractual agreement, we sent a technician to the home, who advised that a special lift would be needed to be able to access the oven, and as he does not have that equipment, he could not address the issue.  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.).” If special equipment is needed to be able to access the customer’s double oven, we would not be liable for providing such equipment for access. The customer requested a specific second opinion, whom we called, but they declined to service, as they cannot get parts for his unit. We have assigned a different technician, that works on [redacted] units, and are waiting for their diagnosis. Sincerely, [redacted] Escalated Special Handling

September 12, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006   Chicago, IL  60611   Re: [redacted] MN-[redacted]   Dear Ms. [redacted]:   As stated previously   “Per the customer’s complaint, we reasonably offered the customer a second opinion.  If the initial technician’s diagnosis is correct, and the unit in question was damaged by rodents, we would not address the failure, as that is not normal wear.   If it is determined that the first technician lied, and there is not rodent damage, then his diagnosis was wrong and we would not charge a fee.”   This means that we need a diagnosis to determine if another fee is due.  We are not going to pay multiple technicians for the same diagnosis, and if the first technician was wrong, we would expect him to address that. This is why the fee was only due if the first diagnosis was right.   The customer wants a free second diagnosis, no matter what they determine.   Also, per the customer’s response:   “Its clear the warranty company will do anything to get out of paying for the unit.”   This is the customer’s public statement that we are trying to defraud them.   The accusation is absurd, but not the fact that they made it.   We are sorry the customer felt the technician was unprofessional and rude.   This does not mean we are going to pay a different technician that the customer chooses, whatever they want to re-diagnose the unit.      Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

July 12, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s message, and the installation was completed On...

July 10, 2017.      We have received their request to cancel their renewal and it is in process.    We are not liable for the delays between June 24, 2017, when the problem was noticed, and July 10, 2017, when the repair was completed, and will not refund the customer’s trade fee that was paid to the technician.   Sincerely,     [redacted] Office of the President

January 16, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] TX-[redacted]     Dear Ms. [redacted]:   On January 10, 2018, the customer was offered a repair or a repair cash out.   The customer chose the repair, which is what was approved.    We are not offering a replacement dishwasher at no cost.   Sincerely,   [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: They did not respond  to me when I called nor did they respond to the Revdex.com in this inquiry.  Obviously their is a pattern.  This was a serious life or death matter that this company refuses to acknowledge.  The did not follow through with their warranty promise.  I've contacted the Realtor Broker who advised us to use this company to recommend that her office stop using HWA.  I will also start contacting the Chicago News Media t explain how they disregard the life of their members and will not honor their own warranty.
Sincerely,
[redacted]

November 10, 2015[redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006   Chicago, IL  60611Re: [redacted]  PA-[redacted]Dear Ms. [redacted]:We have received the
customer’s complaint, and provide the following response.The customer renewed...

their
contract on March 24, 2015, at a cost of $545.00.The customer requested to
cancel his contract on July 30, 2015. 
Per our 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 paid $45.00 in claim
costs, and the customer used 4 months of coverage, which totals $181.67.  So $545.00-$181.67(4 months used)-$45.00(service
costs)-$30(administrative fee)=$288.33.This amount was returned to
the customer’s credit card.   Had we
refunded the  $100.00 trade service fee
that they paid to the technician, they would have only received $188.43 as a
refund.We are sorry that the
customer cancelled their coverage, but we would not provide them reimbursement
of the additional funds that were paid to the technician. Sincerely,[redacted]Escalated Special Handling

March 10, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006   Chicago, IL  60611   Re: [redacted]: [redacted]  FL-[redacted]   Dear Ms. [redacted]:   The customer is fully aware that we are repairing his unit, as this...

has been explained to him in great detail in the e-mails he referenced in his complaint.    His allegations of lying, and the numerous complaints he has filed, will not change the fact that his unit will be repaired when the remaining parts come in next week, per the technician ordering the remaining parts.   Sincerely,     [redacted] Escalated Special Handling

June 7, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] FL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response....

  On May 1, 2017, the customer opened a claim on their AC system.  Per contract, we assigned a technician to diagnose the failure with the system.   On May 2, 2017, the customer called, to discuss the warranty procedure.  (The technician calls our office with the diagnosis, and then we determine eligibility, and if eligible, approve the repair.)   A week later, we were advised that there was some type disagreement between the customer and the technician, when the technician came out on May 2, 2017.   We received conflicting information from both parties, and the customer stated that they had the repair performed by a third party .   Per contract section III.E:   “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less. The Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visit…”   The technician  came to the property, provided service, and collected their trade fee.  The warranty would not be responsible for reimbursing the customer for the paid fee.     As a courtesy to the customer, we have refunded the fee.     Sincerely,     [redacted] DE Services HWA Claims Handling Manager

September 26, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] NV-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and we have approved...

the technician to provide the equipment and complete the repair.   Sincerely,     [redacted] Office of the President

June 27, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]-TN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and left them a message...

to review their offer.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

March 14, 2018     [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 inquiry and apologize...

for the delay in processing their heating claim, Between March 12, 2018 at 9:41 AM, and March 12, at 4:12 PM.  We were advised, incorrectly, that a fee on another claim had not been paid.     We have been advised that the issue has been resolved.   Sincerely,   [redacted] Office of the President