Home Warranty of America

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

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

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

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 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 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]

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

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]

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

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

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]

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

May 17, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]: Schroeder IL-[redacted] Dear Ms. [redacted]: We have received the diagnosis from a second opinion, and are contacting the customer to...

review the issue. 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

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

September 27, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] CA-[redacted]   Dear Ms. [redacted]:     On September 12 ,2017, the customer was advised of the non-covered costs to complete their HVAC replacement, and she approved the costs.   They consist of:   Modifications to the customer’s electrical and plumbing lines for the system Replacement pad and earthquake straps A New Evaporator coil, which did not fail, to match the condenser   These costs are, again, not for her condenser, which is being replaced under contract.      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

Initial Business Response /* (1000, 5, 2015/07/09) */
July 9, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite [redacted]
Chicago, IL XXXXX
Re: [redacted]: FL-XXXXXXX
Dear Ms. [redacted]
We, as the customer, wish for the Air...

conditioning issue to be addressed. Unfortunately, we need the diagnosis and pricing to address the issue, and that has not yet been provided by the technician. Once it is, we will gladly move forward with the claim.
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX.
Sincerely,
[redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent out a new company, the new company only claims it is low on Freon. That is correct and the same answer we got from the previous company. How were the first company come in with a device and found a leak on the inside. The last company they sent only came in and only looked at the inside and did not check for leaks inside. I am tired of the games and need my air-conditioner fixed. this has been an ongoing issue since the 5/28/2015.
Final Business Response /* (4000, 9, 2015/07/30) */
July 30, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite [redacted]
Chicago, IL XXXXX
Re: [redacted]: FL-XXXXXXX
Dear Ms. [redacted]
We did not receive the diagnosis and pricing to address the issue, have sent a second opinion and are addressing a coil replacement with the customer.
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX.
Sincerely,
[redacted]
Escalated Special Handling

July 26, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] TX-[redacted]   Dear Ms. [redacted]:   We received the customer’s inquiry, and the customer is holding us responsible...

for a defective part provided by the manufacturer.  We are sorry that such a part was provided, and have taken steps to get a replacement as quickly as possible.   Per information provided, the technician is installing the replacement compressor now.   Sincerely,     [redacted] Office of the President

October 25, 2017     [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 inquiry, and apologize for any...

delays, in reference to the refrigerator failure.    We have received no diagnosis advising of a failure with the unit that requires replacement.  We need a diagnosis to continue with a rep[redacted] or replacement.    We have assigned a new technician, who is scheduling the customer today, and are awaiting their diagnosis.   Sincerely,     [redacted] Office of the President