Home Warranty of America

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

May 8, 2017   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]r LA-[redacted]   Dear Ms. [redacted]   We have received the customer’s rebuttal, and are providing the agreed upon reimbursement, having settled this issue with the customer.  We are not providing the customer documentation addressing the rejection of their claim, as we are addressing the issue with the customer.    Sincerely,     Carl [redacted] Escalated Special Handling

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 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

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]

October 21, 2015
[redacted]
[redacted]
Re: 94573764: Lords NV-[redacted]
Dear Ms. [redacted]:
We have received the customer's rebuttal, and provide the following response.
On October 19, 2015, a supervisor called the customer, and left a message. Later that afternoon, the customer called back, we offered a second opinion, and advised they needed to discuss and get back to us. They have not called us back, and are addressing the issue here.
The customer states the technician sent an e-mail to "HWA". If he could be more specific, as far as who the technician claims to have sent the e-mail to, I will gladly research. In fact, if he could forward both of these e-mails he states he received to me (c[redacted]@hwahomewarranty.com), I would be happy to review them.
Though, per the text of the e-mail that he copied into his rebuttal, it references the concrete tile roof tiles need to be removed. The warranty only addresses leaks in: "rolled, asphalt shingle, or clay tile roof structures only."
Sincerely,
Carl [redacted]
Escalated Special Handling

March 23, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]  FL-[redacted]   Dear Ms. [redacted]:   Per contract section VI.I:   “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.”   When we were under the impression that the customer had a basic microwave, we offered him a cash out, or replacement basic microwave, based on the high cost of repair.   When we realized this was not an equivalent offer, as the customer has a microwave/oven combination and not just a basic unit, we moved forward with the repair, which occurred this morning.  Just because we offered a replacement, thinking the customer had a basic microwave, does not mean we must replace the customer’s existing system, nor does it mean we have deceived the customer.   This morning, the technician determined that the control board in the microwave/oven combination had failed.  We have approved the replacement board, which per the technician, will be in Monday.   Though the customer continues to insist that we replace his microwave/oven combination, we will not replace a repairable unit.     Sincerely,     [redacted] Escalated Special Handling

The customer had a Contract with our company, that started on March 17, 2014.   Per our Contractual Agreement provided to the customer, Section 5.C., “THIS CONTRACT IS FOR AN INITIAL ONE-YEAR TERM COMMENCING ON THE DATE SET FORTH ON YOUR COVERAGE PLAN LETTER OPPOSITE THE HEADING “CONTRACT...

PERIOD START DATE” AND ENDING ON THE DATE OPPOSITE THE HEADING “CONT RACT PERIOD END DATE”. IF YOU SELECTED A REGULAR PAYMENT OPTION AND WE ELECT TO RENEW YOUR PLAN, WE WILL NOTIFY YOU OF THE TERMS (INCLUDING ANY INCREASE TO THE PRICE OF THE PLAN(S)) WITHIN SIXTY (60) DAYS PRIOR TO EXPIRATION OF COVERAGE. YOU WILL AUTOMATICALLY BE RENEWED FOR ONE (1) YEAR UNLESS YOU NOTIFY US, IN WRITING, PRIOR TO THE PLAN EXPIRATION, BY MAIL: P.O. BOX 850, LINCOLNSHIRE, IL 60069 OR BY EMAIL: CANCEL@HWAHOMEWARRANT Y.COM. YOUR FIRST RENEWAL PAYMENT WILL SERVE AS YOUR AUTHORIZATION FOR ANOTHER YEAR. IF YOU REQUEST TO CANCEL AFTER AUTOMATIC RENEWAL TAKES PLACE, WE WILL HONOR YOUR REQUEST TO CANCEL IMMEDIATELY PURSUANT TO SECTION 12. IF YOU HAVE ANY QUESTIONS, OUR TOLL FREE NUMBER IS 1-855-DE-HELPS. YOU MAY CANCEL THIS CONTRACT AT ANY TIME AS DESCRIBED IN SECTION 12.”    This Contract automatically renewed on March 17, 2015, per our agreement. No information was provided to us in reference to the cancellation of the Contract, until the customer called us on July 28, 2015, and advised she gave the cancellation to [redacted] and [redacted] who never provided it to us. She then provided the written cancellation information to us directly, we cancelled her Contract and we refunded her August payment.   As the contract was not cancelled until August, the payments made from March through July were valid and will not be refunded.   If you should have any questions or concerns, I can be reached at extension 5556340018.   Sincerely,     [redacted] Escalated Special Handling   [redacted] Escalated Special Handling [redacted]

August 15, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]:  Lankford TN-[redacted]   Dear Ms. [redacted]   We received...

the customer’s complaint and would like to respond accordingly.    Per our contract, section VII.H:   “HWA IS NOT LIABLE FOR INDIRECT, CONSEQUENTIAL OR ECONOMIC DAMAGES FOR LOSS OR DAMAGES TO ANY PERSON OR PROPERTY ARISING FROM THE LOSS OF USE OR THE INABILITY TO USE THE EQUIPMENT TO THE EXTENT SUCH MAY BE DISCLAIMED BY LAW, AND YOU EXPRESSLY WAIVE THE RIGHT TO ALL SUCH DAMAGES.   We are not liable for the customer’s costs, due to their inability to use their Air conditioning.   Sincerely,   Car[redacted] DE Svcs HWA Claims Handling Manager

December 23, 2015 Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: Irle IL-1589878 Dear Ms. [redacted]: We received the customer’s complaint and...

provide the following response. On December 4, 2015, the customer filed a claim on his dryer, reporting that it was not properly drying since the end of November.   On December 10, 2015, the technician went to the property and repaired the unit. Prior to leaving the property, they tested the unit and found it functioning properly On December 20, 2015, the customer called back, and reported that he returned from vacation and found the unit not drying. He was not sure if it had ever worked. Yesterday, the technician returned to the property and performed a new repair. As this failure was not related to the initial failure, a new fee was due. We advised the customer that a fee was due, he disagreed, and threatened to file this complaint. After they filed the complaint, but before it was received by our office, the customer called back, and the dispute was resolved. Sincerely, Carl [redacted] Escalated Special Handling

August 22, 2017   [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 inquiry, and have addressed the situation with...

the customer directly.    Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:[redacted] diagnosed the problem as being a faulty dryer heating element and replaced the element.  The dryer shuts off when running for about 10 minutes.  I have captured a video of the faulty dryer to preserve as evidence.  [redacted] responded today that he notified HWA that the dryer was still not drying properly and that HWA were not dispatching any more technicians.Due to the length of time and many attempts, I have ordered a new dryer.  I am sending a certified letter in good faith for HWA as a last measure to resolve this issue, pursuant to filing suit in Harris County Precinct 4, per Section VIII. A. 1. of the contract.  Relief requested is to refund the $100 service fee, the $70 service fee that I was charged by a sales rep "to get a energy efficient dryer in case I needed a new one", and $962 to cover the cost of the new dryer that I placed on order from [redacted].My wife is 22 weeks pregnant and cannot do laundry.
Sincerely,
[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]

February 9, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] WI-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry and...

provide the following response.   On the morning of December 29, 2017, the customer reported a failure with his heating system.  Per contract, we immediately assigned a local technician to diagnose the failure.  Unfortunately, the technician was under staffed for the day, and could not take the call.  Understanding the nature of the situation, we took steps to attempt to arrange a vendor for service that day.  Additionally, we approved the customer the option of contacting their own technician, requiring that technician call with a diagnosis prior to service, and that the warranty would reimburse, based on our costs.   The following morning, the customer called stating he got his own technician, and they completed the repair.  Though we did not approve the repair, as a courtesy to the customer, we offered our cost on the repair the technician performed, which would be our cost on the labor, part and tax, less trade fee.    Per the customer’s contract, 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.”   Our cost on the quoted repair was offered to the customer, and a check for said amount was sent to them.  The referenced $75 trade service fee is required to be paid by the customer on every claim, and is deducted from our costs.    The offered and paid amount is correct, and we decline the customer’s request for an additional $75.00 reimbursement.   Sincerely,   [redacted] Office of the President

March 1, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted] CA-[redacted] Dear Ms. [redacted]: We have received the customer’s rebuttal and are providing the following response. To repeat: “we are looking for a diagnosis of why the problem is occurring so we can address the solution.  The warranty would not just replace a unit or pay for a replacement with out a confirmed cause of failure.” The technicians that have been sent have replaced the pump, and suggested misuse in reference to the failure. The customer wants us to just replace the unit without knowing what is wrong with the unit, and more to the point, what has caused the failure. We will not replace the unit, or provide payment to the customer for replacement, without knowing what is wrong with the unit and a cause of failure. This is why we are sending a technician to provide a diagnosis the issue. Without that diagnosis,  we will not do anything further.   Sincerely, [redacted] Escalated Special Handling

March 21, 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 provide the following...

response.   The customer has had a contract with our company for a number of years with an expiration/renewal date of January 30.    On January 9, 2017, the customer renewed his contract and filed a claim for his dishwasher.   On January 13, 2017,  the technician assigned to the claim declined service, based on an unpleasant discussion with the customer, when he came to their shop.     Three days later, the customer contacted us, to cancel our contract, wanting same day approval.   At that time, the customer’s contract(January 30 2016-January 30, 2017) was cancelled, but the requested renewal was still in process.    We apologize for the clerical error, and have cancelled both contract and renewal.       Sincerely,     [redacted] Escalated Special Handling

September 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 have received the customer’s inquiry, and per their...

contract, section V.A:   “HWA will pay up to $10 per pound for the cost for refrigerant for authorized repairs. You are responsible for payment of any costs in excess of $10 per pound.”   There has been no adjustment to the contract purchased by the customer, and they are responsible for the refrigerant recharge, over the $10.00 per pound cost.   Sincerely,     [redacted] Office of the President

April 14, 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 are providing the following response. Per our Contractual agreement, we send a technician to a customer’s home to provide a diagnosis of a reported failure with the  appliances or  system in a customer’s home, and based on that diagnosis, repair or replace eligible equipment. On March 24, 2016, our office was advised by the technician that the customer’s outside unit was severely damaged, and all of its refrigerant had leaked out.   They also advised the customer’s inside unit was restricted with mold.  The mold was not related to the failure...It just needed to be addressed.   When we asked the technician what led to the condenser failure, we were advised that it was an older unit, and the sprinkler head next to the unit has been “killing it for the last 10 years”.  A unit rusting out under the direct spray of a sprinkler over a period of 10 years would not be a normal wear failure and not covered under the contract.  The technician sent us a picture of the failure. When the customer contacted us on the day of the failure, we did not say “sorry, your out of luck.”  We explained the information we were provided,  and that based on the information, the claim would not be covered.   The customer questioned our coverage, and wanted cancellation information.  (They did not reference the location and direction of the sprinkler until this complaint.)  They then replaced the system outside of the Contract. So, per their cancellation request, we are providing the customer a pro rated refund of their remaining funds, per section XII.D of our Contract. Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because: The supervisor is said, shewill pull the phone call and respond to me. I have not gotten a response on the pulled phone call. I have been in a hot home, with no air conditioner for almost 4 weeks. This company has no reason to deny my claim. They are putting myself and my family in unnecessary stress and unbearable living conditions. 
Sincerely,
[redacted]

September 22, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] GA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and are sorry that...

they are dissatisfied with the vendors who have performed repairs to their [redacted] and refrigerator.   As to the specifics of the individual issues, it would seem that on August 29, 2017, after the technician ([redacted]) reported, after an initial refrigerator repair,  that they could not remove the unit from where it was ‘wedged’ , and requested the customer provide access to their unit, the customer filed this complaint, referencing this issue, and the prior [redacted] claim (Three months after a different technician addressed the repair, they stated the technician did not connect the [redacted] hose to their unit).    Unfortunately, we do not address access of a unit that cannot be removed from its current location, and would not be able to address work outside the warranty period that has not failed.  Nor would we refund a paid trade fee on service work performed under contract.   Contract reference:   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.).”   III.F: “. If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of 90 days on parts and 30 days on labor.”   Sincerely,     [redacted] Office of the President