Home Warranty of America

August 18, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: Pearlman NJ-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and are moving forward...

with addressing the AC issue.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

July 3, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] OH-[redacted]   Dear Ms. [redacted]:   We have received the customer’s message, and provide the following timeline....

  On April 26, 2017, the customer advised our office that the bottom oven of their white Whirlpool electric double oven had never worked properly.  Per our contractual agreement, we assigned a technician  to diagnose the unit failure.   On May 1, 2017, we were advised that the control board for the oven in question had failed, and was no longer available.  We requested a copy of their home inspection to confirm the unit was in proper working order when the contract started over a year ago.    On May 10, 2017, we received the document, confirmed the unit was working properly, and moved forward with the replacement/cash out offer.    On May 11, 2017, we offered the customer a replacement double oven([redacted]) or a check for the cost of the unit ($729.00), but he refused to confirm that the unit offered would fit into the space for his double oven.  He then contacted the manufacturer, and requested an upgraded unit ([redacted])    On May 22, 2017, We advised him of the upgrade cost($201.00), which he paid, and the unit was ordered.   On June 7, 2017, the unit was delivered, but was damaged in transit.   At this time, the manufacturers delivery service, who was to install the unit, declined to do so in the future (as the unit was damaged in transit.)   On June 15, 2017, a second unit was delivered, but it was also refused by the customer, as the unit would not fit in the space allowed in their property for the unit.   As the customer accepted our replacement, but refuses to confirm that it (or any other unit )was the correct measurement, we are only offering the cash out for the replacement unit with a refund of their upgrade fee.   We are waiting for the acceptance of our offer.   Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:After my complaint was submitted, I did receive the amount of the cash out and a supervisor stepped in to handle my claim. To successfully resolve this complaint, I asked for the amount of the cash out AND for my dryer to be repaired. It has not yet been repaired. At this point in time, I am waiting for the parts for my dryer to be shipped to me. I was told 3-5 business days (today will be 5 business days). It is day 19 of the repair. Until the dryer if fixed, I do not consider this complaint resolved.
Sincerely,
Mandi [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. They mailed me a check for the agreed upon amount to resolve the issue.
Sincerely,
[redacted]

September 28, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: File Number [redacted]   Dear Ms. [redacted],   We received the...

customer’s complaint and would like to respond accordingly.    As the customer called our office to cancel their contract, we need to make sure they understand the cancellation, and acknowledge that they do so on the recorded phone call.   In this case, the customer did not wish to do so.   We are taking their complaint as their written request to cancel, for our records.   Sincerely,     [redacted] Escalated Special Handling

Complaint: 12421545
I am rejecting this response because: The service contractor did not call to schedule an appointment with me.  The service contractor's (RTP Easy Fix) phone number, as provided by HWA, is [redacted].  I have provided phone records in this response so it can been seen that only one call was place to my phone number and that was on 8/17 to scheduled the initial visit (for which I paid $100).  No phone calls are made to my number from [redacted] after that date. Additionally, you will see calls to both HWA and RTP Easy Fix from me, as I was trying to get this resolved.  
Sincerely,
Laura [redacted]

January 25, 2018     Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] CA-:844792     Dear Ms. [redacted]:   We have received the customer’s inquiry and in...

contract year 2016-2017, provided the contract cap for roof repair to a technician, to address two claims filed by the customer, for leaks in their roof.     In 2018, the customer opened a new claim, reporting that the leaks in question were never repaired.  We assigned a technician who advised that the failure was with an excluded valley, and that the prior repairs were improper.   Per contract section VI.Q:  “  You agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.”   As the warranty is not the technician, we would not be liable for a reported improper repair.  As we require technicians to carry liability insurance, we provided this information to the customer directly.   Sincerely,   Carl [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] IL-[redacted]   Dear Ms. [redacted]:   We are not sure why the customer is continuing to draw out this situation, with inappropriate statements.   We  have settled this issue directly with the customer.   We are providing them a payment for the AC issue, which will be expressed to the customer. We are not providing them additional information, but are sure they have received the payment by now.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

November 13, 2017     [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 inquiry, referencing a...

non-functional heating unit.     Per our contractual agreement ,we assigned a technician to diagnose the failure, who reported  multiple failures with the  34 year old furnace.   After confirmation that the furnace was in proper working order, we determined that we could address a replacement of the furnace, or a cash out on the cost of the replacement.  (Please note:  There was no reported failure with the AC system, and the only reason that update is required, is government regulation. )   We have processed a check for our cost of the furnace replacement, and provided a trade fee refund as a courtesy.   We decline to address the replacement of the functional AC system.      Sincerely,     [redacted] Office of the President

December 5, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006    Chicago, IL  60611Re: [redacted]  TX-2040705Dear Ms. [redacted]We have received the
customer’s rebuttal and provide the following response.The unit is not properly
installed now.   The warranty does not cover
for improper installations.  Nor does the
warranty inspect properties prior to the customer’s purchase. Sincerely,Carl [redacted]Escalated Special Handling

March 13,  2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006      Chicago, IL  60611   Re: [redacted] TX-[redacted]   Dear Ms. [redacted]:   We have received the complaint from the...

customer, and provide the following response.   The customer is referencing two different claims in her complaint.  They are:   On July 4, 2016,  at 9:11 AM (CST), the customer filed the following online claim:   “Covered Item Problem: Other When did you first notice the problem?: Today Problem Description: I have two central air condition units and one the units isn't cooling today. I have two small children and a disabled brother I need it checked today”   We contacted our local technicians, and discovering they had no availability on the holiday, we approved the customer getting their own technician, and reimbursed them for the repair.    On Saturday, March 11, 2017, at 3:23 PM (CST), the customer reported a toilet overflow. We opened the claim, and assigned a technician to service.  Approximately 45 minutes later, the customer cancelled the claim, stating we could not get a technician quickly enough.   Per our contract section III.C:   “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service (emergency usually considered to be loss of life or peril)”   The customer believes that the purpose of the warranty  “is to have help when needed.”  Per contract, the purpose of the warranty is to arrange for a technician, but we cannot guarantee same day, or same hour service.  The fact that we could not service the same hour in no way requires that we apologize to the customer, or give them a free year of coverage.    Sincerely,   [redacted] Escalated Special Handling

November 11,  2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] NY-[redacted]   Dear Ms. [redacted]:   Per contract section 5.C:   “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: [email protected]. 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.”   Per section 12:   “If You have not received any “Maintenance” or “Repair” services (including any replacement credit), and either You or Direct Energy cancels this Contract after 30 days from the Contract Period Start Date, but before the end of the one-year term, You are entitled to a pro rata refund of the amount paid by You for the unexpired term.”   We have provided the customer’s prorated refund, which is what we agreed to provide.   Sincerely,     [redacted] Escalated Special Handling

July 31, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] LA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and have approved both repairs needed for...

both their HVAC systems.     Sincerely,     [redacted] Office of the President

August 22, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted](Mccord)OH-2247404   Dear Ms. [redacted]:   We have received the customer’s mother’s  complaint and...

addressed the issue before the complaint was received.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

July 18, 2016   [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 complaint, and have addressed the...

repair under manufacturers warranty.   As a courtesy, we have already refunded their trade fee.      Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:Based on recent history not surprised by response. Again, replacing only part of the problem and doing it with an inferior bottom of the line product/brand.   The HWA proposed solution would still leave us without functioning A/C.  In addition, dealing with customer service has been horrible.  Zero follow up and one robot after another with no concern about customer.  Let realtor know that she should be ashamed for suggesting HWA. 
Sincerely,
[redacted]

June 15, 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. ...

  As the customer states, their contract cost paid was $500.00, for their coverage that began in February.   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 of $30 or 10% of the Contract fee, and any actual service costs incurred by HWA.”   So, as the customer is entitled to 11 months of unused coverage,  the pro rata refund is $423.08.  If you then deduct the $30.00 administrative fee and the $100. 00 service cost, this leaves $293.08, which was returned to the customer.     We decline to refund the 206.92, as those funds were earned, and disbursed under the contract.   Sincerely,     [redacted] Office of the President

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

reimbursement with them directly.   Sincerely,     [redacted] Office of the President

Complaint:
I am rejecting this response because:11/20/2015Dear Ms. [redacted]With regard to Mr. [redacted], he doesn’t know what he is
talking about, and I suggest that he stop lying, and get his facts straight.  Home Warranty
of America sent a technician out to my home that was not competent to work on
my washer or dryer. The technician that they sent out here, per the Revdex.com website
information is proficient in air conditioning systems, and small appliances, it
doesn’t say anything about him having knowledge to fix washers, and dryers
which are large appliances. Look the company up on your website, they used
someone that is in business for himself, a sole proprietor, who could be anyone
claiming to have knowledge, and has no real track record according to what I
read about his business. This technician did come out here and drill holes, our
dryer is not intact like it was prior to his drilling, I have no reason to lie,
I saw the drill in his hand, and I saw him drilling. He was not called out here
to move the door AT ALL, when I asked him why he moved the door, he stated that
it was easier for him to move the door instead of ordering a new lock. We did not ask him to change anything on that dryer
without permission, he had no legal right to come out to our home and make
decisions about changing anything.Mr. [redacted] doesn’t know what he is talking about,
according to the technician, this was no temporary fix, as far as what he told
me, this was the fix for our dryer, he was done. The only thing he was getting
back to Home Warranty of America about, was the washer. He speaks of me having issue with their vendors, what
he is stating is not true, he is trying to cover up for his companies lack of
care as to whom they are sending out to work in their clients homes.  It is apparent that Home Warranty of America does not
screen the people that they are sending out to customers’ homes, they are
sending out some workers that appear to have just come out of jail, and are
either drunk and or high off of illegal substances, this has happened on more
than one occasion. Then they wonder why I scrutinize and ask questions as to
the professionalism of the vendors that they plan to send out here. I was told by one of their own vendors, that the
workers that this company uses, are new startup companies, or companies that have
technicians that have just come out of some kind of training, so, Home Warranty
of America doesn’t know what these workers know from what they do. And their main
reason for using these below par companies, is that they really don’t want to
pay for repairs or replacements, such as what is happening to us here. This man is lying that I asked for the vendor to be
changed two hours after he came out her, I told them being that he came out
here and messed up our appliances, I did not want him back out here, and the
second technician that they sent out here, he told me that all what the first
technician had told me about resetting our dryer, was a lie, the dryer couldn’t
be reset. The technician was supposed to come out to check why the dryer cycles
were not operating properly, and fix the door latch. He did not fix the dryer
cycles, and NO one asked him to change the door around AND LEAVE THE HOLE IN
THE DOOR, that is there now. He also lied about his company providing me with any
insurance information for Professional Air, and in the first place, that was
THEIR JOB, they sent this tech out here he messed up, and they need to give me
fair value for my dryer also. I did not claim that the technician was racially
biased, I said that Home Warranty of America is racially biased, I said
that they know that they could not have tried to get away with what they are
doing to us in a white clients home, they know they could not go out and cause
damage, and just ignore it, they would have taken care of that client per their
warranty contract of replacing the damaged item. And me being black, although I have paid for my
contract, they are not honoring what they know they should be doing which is,
paying comparable value for our dryer also, because it was not drilled into,
nor scratched up by tools, prior to the technician that they sent our here. That man
did not come out here to fix what he was asked to come out here to fix, he came
here and did what he wanted to do, and Home Warranty is trying to forget that
part. And the second technician that came here on 10/29/2015,
has told them about the damage that was done to the dryer, and he spoke to me
prior to leaving, he stated that the first guy was trying not to have to come
back, this is why he did what he did.And I have every right to file a complaint with any
Governmental agency that I feel like I want to, when dealing with a company
such as theirs, that is taking my money and not honoring the warranty contract that
I am paying for. And if Mr. [redacted] doesn’t like that I have that right,
he can pay me for the appliance replacements that should have already been
done, and he can pay me back every penny that I have paid for their Warranty
coverage so far, and I will find coverage elsewhere.It appears that with all of the derogatory lies that
they are claiming about me, we are not going to get good service from their company
anyway. And he claims that I have been profane with the
representatives, it’s not as he is claiming, ask him to tell you about the bullying,
and harassment that I have getting from them. And I would also like for you, the Revdex.com,
to make sure to place my claim to you in your files so that other prospective
clients for Home Warranty of America can know beforehand, what they can expect
from this company.
Sincerely,
Dana [redacted]

Complaint: [redacted]
I am rejecting this response because:1) In my experience of speaking to companies who I'm in a dispute with, talking to them only gets me bullied. I prefer written communication (snail mail or email).2) They may not be contractually obligated to pay for services that I coordinated, but if I'd waited for HWA to get my furnace fixed, my pipes would have frozen and I would have had more claims to file with them, so by asking them to pay for my furnace, I am saving them money.3) If HWA won't pay for my repairs with [redacted], could I offer a compromise of them reimbursing me the $100 I paid to Sierra Mechanical?
4) HWA has been a waste of a warranty - I've had four issues with my house (AC, furnace, sump pump, and gas fireplace) and they covered none of them.
Sincerely,
[redacted]