Home Warranty of America

June 6, 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 complaint, and provide the following...

response.   On December 3, 2015, the customer opened a 13 month warranty with our company.   Over this contract period, they filed 3 claims, and the warranty replaced their dishwasher at a cost of over $800.00.   On January 3, 2017, the customer chose to renew their contract, paying monthly.   On March 27, 2017, the customer filed a claim for their Air Conditioner.   The customer told us they had their own technician to the property, who had found a leak in their evaporator coil. Per our contractual agreement, we immediately attempted to assign a technician to diagnose the reported failure.   On March 31, 2017, the customer called looking for the diagnosis.  We called the vendor, who advised they were out the prior evening, and the customer was not using the emergency heat, due to cost.  They stated they would provide the diagnostics by April 3, 2017.   (Please note: in this time period we received multiple calls from the customer, and tried to get the information from the technician, do address the repair-Per contract section VII.B: “HWA is not liable for losses or damages resulting from misdiagnosis or delay s in completing diagnosis or repairs.”)   On April 5, 2017, The technician advised of a coil leak, and wanted to replace the evaporator coil.  We requested specifications and costs on the replacement of the customer’s inside air handler, to determine the best way to address the repair.   Approximately 3 weeks later, the technician called back with the specifications, and it was determined that the best repair was a replacement coil, which was approved on May 9,2017.   The Non covered costs in question, were quoted by the technician for the replacement of the customer’s Air Handler.  We are not sure why that would have been paid by the customer, as per our information, the coil was replaced for the customer, and not the air handler. .     As to the cancellation policy, that is disclosed in section VIII.E of our contract.  The customer has cancelled their coverage.   We are sorry the customer feels that we are a scam, after paying for their dishwasher, and over $1,500 for a replacement coil.     Sincerely, [redacted] DE Services HWA Claims Handling Manager

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

May 2, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]: Stormshak IL-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint and are providing the following response. On May...

6, 2015, A claim was filed for the customer’s Kitchen Refrigerator, stating that the unit was not cooling or coming on. Per contract, a technician was assigned to diagnose the failure with the unit.   Hours later, the customer called our office requesting same day service, which we managed to arrange on the customer’s behalf.  That evening, the technician called our office with a diagnosis, stating that the unit was plugged into an older GFI outlet, which was causing the breaker  to trip.  The refrigerator was cooling and operating properly.  The technician also stated that the required trade service fee was not paid.  We called the customer to advise there was nothing the warranty could do in regards to a unit that we were advised was still functional.  The customer complained about the service, and though we offered to send the technician back to re-evaluate her system, the customer declined. Per the customer’s invoice, on May 10, 2015, the refrigerator was replaced outside of the warranty. A few days before February 8, 2016, we received a bill from the technician for the unpaid trade fee from the refrigerator claim in 2015. We paid the trade fee, and  sent the customer a notice advising of the funds due, and referencing Contract section III.D:  “Failure to pay the Service Fee will result in suspension of coverage until such time as the proper Service Fee is paid. At that time, coverage will be reinstated, but the contract period will not be extended.”  Thus, the contract was in a suspension status as of February 8, 2016. Five days later, on Saturday February 13, 2016, at 5:00 PM,  the customer called our office to file a plumbing claim for a kitchen faucet. She was aware that her contract was suspended(but did not think it had occurred yet), and repeated her complaints in reference to the refrigerator issue. We advised we were looking into waiving the trade fee that the customer claims was paid, as a courtesy, which would have occurred less than 2 days later, on Monday morning. 41 minutes after the phone call, the customer purchased a brand new faucet and adapters outside the warranty. Per our contract, section III.C: “HWA™ has the sole and absolute right to select the Service Provider to perform the service; and HWA™ will not reimburse for services performed without its prior approval.” As we have no diagnosis addressing a failure with the refrigerator or the kitchen faucet, and did not approve those replacements, we would not reimburse for either item.  We are sorry about the difficulties the customer had with the technician, and have paid the fee that the technician claims was due.  We would not provide additional reimbursement to  the customer for the replacements arranged outside of our coverage. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

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

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

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]

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

March 7, 2018     Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] AL-3013297     Dear Ms. [redacted]:   We have received the customer’s inquiry and...

provided a technician to diagnose the plumbing failure in the home.    The issue is still being reviewed by the customer’s homeowners insurance, and we have assigned an additional technician to investigate the plumbing.   Sincerely,   Carl [redacted] Office of the President

June 29, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006   Chicago, IL  60611   Re: [redacted]: [redacted] OK-[redacted]   Dear Ms. [redacted]:   The call was pulled and was reviewed.  At no time was the customer told our service agreement has no exclusions.   Sincerely,   [redacted] Office of the President

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]

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]

June 30, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   The customer filed the following electrical complaint online:...

  “Covered Item Problem: Outlet/s Not Working Has this item ever worked?: No When did you first notice the problem?: About a month ago Q & A: Q: Please Tell Us What Room/s You Are Experiencing A Problem With the Outlet/s A: Porch/Outside Problem Description: There are about 4 outlets that are not working outside and in the garage (attached). One outlet by garage door in front of house, two in garage, and one on backside of house by garage.  Also doorbell for front door isn't working either.”   Before we could contract her to address the specifics of the eligibility of this claim, she filed multiple complaints online.   The claim was filed, and the issues were addressed.   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] 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: 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]

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]

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

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

January 19, 2016 Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted] AZ-961014 Dear Ms. [redacted]: We do not provide customers call recordings or transcripts of calls. We review calls, and based upon those reviews, we address a customer’s concerns. In this case, we reviewed the calls, confirmed what we told the customer and we will not reimburse for non covered pipe modifications.   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

February 23, 2018     [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 customer’s inquiry and the...

day the issue was received by our office, we confirmed the repair of their unit was approved with the technician.    We have called the customer to confirm the repair is complete, and left a message.   Sincerely,   [redacted] Office of the President