Home Warranty of America

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

June 16, 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 rebuttal, and provide the following response.   We have processed a reimbursement of a trade fee as a courtesy to resolve this issue.  The customer can easily reopen this issue if the payment is not received.   There is no reason for the complaint to remain open until he receives the payment.   Sincerely,     [redacted] DE Services 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.  However, I still have one reservation.  HWA has a limit on how much it will pay for Freon.  Since their initial contracted company never evaluated my system, I paid for Freon on my own.  Due to the leak which was never identified since their contracted company never evaluated my system, I have to pay for additional Freon due to HWA limit on the reimbursement for Freon.  I am disappointed that I will have to pay out of pocket expenses for additional Freon which could have been avoided if their contracted company had evaluated my unit and identified the problem.  HWA refuses to fully compensate me for the additional Freon this time. 
Sincerely,
[redacted]

July 1, 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 rebuttal, and provide the following response.   The customer’s position is that an AC unit that we did not receive a specific diagnosis of failure on, and that never worked properly under the contract is ‘an unforeseen development’   That may very well be the case, but we did not approve the replacement, the unit never worked properly under the contract, and we will not reimburse for the replacement.    Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

August 24, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] AL-[redacted]   Dear Ms. [redacted]:   On Tuesday, changing what their office has previously told us, the technician spoke to our office and advised us that they did not order the equipment.  We have done so, and spoken to the customer.   We have not lied as the customer is accusing, and the equipment is now being sent to the technician.   Sincerely,     [redacted] Office of the President

October 17, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] OH-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the...

following response.   On October 6, 2017, the technician was dispatched to the customer’s home, who found an failure with the AC units thermal expansion valve.  Per the technician, he left the unit disconnected and advised the person at the property to not use the system, to prevent additional damage, until the repair could be completed.   On October 10, 2017, upon returning to the property to complete the repair, he found the unit reconnected and running, with a failed compressor.  This was caused by running the system with the known failure.   As this is not a normal wear failure (The system was used when it had a known failure), the warranty will not address the compressor replacement.      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

Complaint: [redacted]
I am rejecting this response because:HWA still has failed to resolve my washer/dryer claim. It should not take a month for a washer/dryer to be repaired and/or replaced. Pursuant to the contract, there is nothing that relieves HWA of personal liability for negligently hiring a contractor. The first contractor damaged my home through the fault of HWA. HWA failed to properly hire a qualified and competent contractor to do the repairs to my home. My home was damaged by HWA's contractor and it needs to be repaired. HWA has a long history of delaying claims. See complaints and reviews filed by other clients with the Revdex.com. Also, see HWA's social media accounts that evidence more complaints filed by customers. Also, see the investigation recently done by [redacted] news that evidence that HWA delays servicing claims. Yes, HWA has a long documented history of delaying the servicing of claims. Also, I have a copy of an e-mail that attached the second contractor's invoice for inspecting the vents. This e-mail and invoice was sent to HWA on 1/13/18. I don't understand why HWA is vehemently denying the e-mail and the invoice was sent to them. 
Sincerely,
[redacted]

July 15, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: Newton  LA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and per our...

contract, the contract can be cancelled within the first 30 days, for a full refund, if no claims have been filed.   As no claims have been filed, we have provided the customer’s refund.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

October 3, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]:  [redacted]) IL-[redacted]   Dear Ms. [redacted]:   We will repeat our statement from the prior letter.   “As for the refrigerator, we addressed the contract section in question in our initial response. “   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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

December 5, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   The customer is stating that: ·        because they purchased our Warranty contract, ·        because we ordered a replacement dishwasher from a dishwasher manufacturer, ·        because the dishwasher manufacturer hired a technician to install their unit, ·        because the technician damaged their property with water from the installation…   Home Warranty of America is responsible for the damage caused.    We are sorry for this situation, but this is not the case, and we are not contractually responsible for the damage supposedly caused by a third party in the course of attempting to install a replacement dishwasher.     Sincerely,     [redacted] Office of the President

September 6, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: 11681400: [redacted] IN-2535556   Dear Ms. [redacted]:   We have received the customer’s complaint, and are contacting them...

directly, in reference to their invoice.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

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

August 5, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] NC-[redacted]   Dear Ms. [redacted]:   We are not accusing the customer of lying, we are simply stating that the warranty requires a unit to be in proper working order, and per the customer’s statement the unit never worked properly.   We will not repair/replace a system/component in a customer’s home, that never worked properly under the contract.   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 (semi)satisfactory to me. While I agree with the timeline they provided for those dates in question, there were previous emails sent to Ms. [redacted] prior to 1/11/16 that were never addressed. One on 12/30 and another about a week later. Ms. [redacted] never responded to any of my emails and she never called me. This is horrible customer service. I understand that people are very busy and cannot immediately respond to status requests, but 48 hours is an appropriate wait for such status inquiries. 2+ weeks is not.I do accept their explanation of events from 1/11/16 forward, however they are leaving out approximately 2 weeks of no communication-- despite multiple requests for such. Those emails were not sent through their online system, but directly to Ms. [redacted] via the email provided to me in the original email I received from them.Ultimately, the repair was done and they have lost me as a customer. You may proceed to dig into this matter or you can close it out. I really don't care either way. I am satisfied with the repair, but I will never refer anyone to them. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: you only canceled my policy YESTERDAY 7/25/16.   I received an email back regarding my canceled account.  The only person who is takes pride in their job at HWA is [redacted].  You should hire 5 more like her.  She's the best thing you have there. 
Sincerely,
[redacted]

September 13, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] NC-[redacted]   Dear Ms. [redacted]:   If the customer’s condensate line is clogged, it is not normal wear covered under the warranty contract.   If the customer states they had someone perform maintenance, we cannot dispute their statement.  All we can say is we do not address their failure.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

everything has been resolved but the experience was not good, I would advise the Revdex.com to keep a eye on this company. Who know how many other people have had a similar experience like I have had with them. Thank you[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.
Sincerely,
[redacted]

July 31, 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 their repair is in process, with...

the part on order.  We would not absorb the customer’s costs, or a percentage thereof,  due to delays that are outside the warranties control.   Sincerely,     [redacted] Office of the President