Home Warranty of America

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

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

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 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

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

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

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

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

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

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]

August 4, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   [redacted]  [redacted]
  Dear Ms. [redacted]:   We have received the customer’s complaint and have...

received the diagnostics from the technician.  We contacted the customer directly to address the issue.   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

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

June 13, 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.   On August 28, 2015, the customer opened a 13 month contract with our company.   Less than a month later, they opened a claim on their upstairs Air conditioner.  Per our contractual agreement, we assigned a technician to diagnose the failure.   On September 28, 2015, the technician advised us of a leak from the thermal expansion valve.  We confirmed the unit was eligible for coverage, and contacted the customer to get their approval of the non-covered costs to complete the repair. At that time, the customer called their own second opinion, and wanted us to send a different technician, stating there were additional leaks.  We did so, and the technician billed us for a reversing valve, closing the issue without providing additional information.   On June 3, 2016, the customer reported that the upstairs unit was not cooling.  Per our contractual agreement, we assigned a technician to diagnose the failure.   After four days passed without an update, we sent a second opinion. That technician found the same problem with the thermal expansion valve that was reported the prior year. We spoke to the first technician, who confirmed a failure with the brazing on the reversing valve, which could have caused the other external leak.  There were no leaks on the inside unit.     We have offered to cover the refrigerant charges to address the repair of the system, but the customer has refused, stating we must replace her unit. Per our contract, section VII.I:   “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.”   Unless the customer allows us to address the repair, there is nothing more that will be done in reference to this issue.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

January 16, 2018     Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] WI-2636550     Dear Ms. [redacted]:   Based on their rebuttal, we are sorry the customer decided not to reach out to us for four months to tell us the technician did not come out to inspect their system.  (Per a review of the September 27, 2017 call, they advised that the issue was not a high priority or a major issue.)   This in no way entitles them to a full contract refund.   Sincerely,   Carl [redacted] Office of the President

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 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

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]

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