Home Warranty of America

August 15, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] LA-[redacted]   Dear Ms. [redacted]:   The warranty is not responsible for the customer’s retail costs for a replacement 20+ year old Air handler, or the upgrade costs of a replacement working condenser.   The customer is talking about two components, and we are not responsible for upgrading a working condenser if the air handler fails.   Sincerely,     [redacted] Office of the President

August 12, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] KY-[redacted]   Dear Ms. [redacted]:   On July 24, 2016, the customer opened an Air conditioning claim.   Per our contractual agreement, we immediately assigned a technician to diagnose the failure.   On July 26, 2016, the customer called and stated that the technician did not address the issue and wanted a second opinion.   We had no diagnosis from the technician, but as a courtesy, sent a second opinion.   On July 27, 2016, the customer called our office stating that the second opinion wanted them to pay over $3,000 to replace the system, and have us reimburse.  As this is not proper warranty procedure, we sent another technician to provide a proper diagnosis, at no cost to the customer.   On July 29, 2016, the technician diagnosed the issue.   On July 30, 2016, we received the replacement information from the technician.   On July 31, 2016, we called the customer with the breakdown of the non-covered costs.  The customer declined to pay their portion, so the only option was a cashout on our cost of the replacement (referenced in contract section VII.O).   On August 2, 2016, the customer advised they had already replaced their system, and accepted the cashout amount.   So, the issue is resolved, and we decline the customer’s demand that we pay half of their retail coil replacement cost.  ($1,400.00)   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

November 11, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006    Chicago, IL  60611Re: [redacted]  TX-[redacted]Dear Ms. [redacted]:We have received the
customer’s complaint and our providing the following response.On...

September 16, 2015, the
customer opened a Warranty Contract with our companyIt would appear that in early
October, the customer experienced some type of plumbing issue.  On November 6, the customer called our office
to report a blockage and a leak in their sewer main. Rather than call us at the
time the issue was noticed, the customer hired someone outside the warranty who
addressed the blockage, and acquired quotes to address the leak.Per our Contract, Section III, A: “You or Your agent (including tenant if specifically authorized
by the Home Owner) must notify HWA for Service Requests to be performed
under this Contract as soon as the problem is discovered. HWA will accept
service requests 24 hours a day, 7 days a week, 365 days a year at
1-888-HWA-RELY or online at www.HWAHomeWarranty.com. To be covered, notice
must be given to HWA prior to expiration of this Contract.”B: “HWA will dispatch Service Requests to an Authorized Repair
Technician within 48 hours. If you should request HWA to perform
non-emergency Service outside of normal business hours, you will be
responsible for any additional fees and/or overtime charges.”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).D: “HWA has the sole and absolute right to select the Authorized
Repair Technician to perform the Service; and HWA will not reimburse for
Services performed without its prior approval.”So, per our contractual
agreement with the customer, they did not call us to report the problem until a
month after the clog was cleared. We were not given the ability to send a
technician to address the customers plumbing issue, so we would not reimburse
them for the service performed without our prior approval.We offered to file a claim to
send a technician to diagnose the failure with the main line, and the customer
advised that he would contact us to send someone out if he wished.   The customer also advised he
would file complaints of this nature unless we ‘helped him out’ with the
issue.  I am sorry that we cannot, but we
have technicians that work with us directly in reference to repairs, and the
Contract gives us the sole and absolute right to select the Technician.We decline the customer’s
$7,000.00 demand.  Sincerely,Carl [redacted]Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because: I understand that a comment has been communicated from HWA stating why the refrigerator claim has been rejected.  However my statement is that the justification for rejecting the claim is not in line with our contract.  Please re evaluate the contractual language and provide an update based upon my claim. Thanks 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have pictures, which I have forwarded to this Revdex.com. HWA needs to send out the technician. I am their client. Is HWA not going to stand up on my behalf? Assured Heating & Air is obviously denying any wrong doing. A lack of character exists within their ranks.
Sincerely,
Keith [redacted]

Complaint: [redacted]
The warranty does not require a visual or mechanical inspection which is affirmed by HWA current response. However, they conclude that if our home inspector took apart the furnace the damage would have been identified. This does not make sense. This is contradictory. It appears to me that HWA creates a condition to allow them under any circumstances to deny a claim by stating an inspection was not done when the warranty does not require the inspection. The intent of the warranty is to cover unknown or unexpected conditions. The condition is unknown to both HWA and to me. They should honor the intent of the contract as  business. Basically they just do not want to honor the language of their contract wording. 
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they refuse to offer any resolution/remedy and simply regurgitate the same statement without providing any supporting documentation.  They also continue to state that "we refused to schedule" with the second technician which is completely false. While HWA is "not required" to pay for expedited shipping, that doesn't mean that "can't."  It will be interesting if the third technician reaches the same diaganoses (bad compressor) as the first 2, and yet 17 days later, still no part on order.  Per a phone call with the 4th company (yes, we had to call them), we could have to wait up to 15 BUSINESS days for the part to come in.  We could be without a refrigerator for over a month.  Yet HWA doesn't seemed at all concerned at the inconvenience this creates for their customer and can't be bothered to cover the minor cost (as a percent of the total repair cost) for resolving this issue as quickly as possible.  NO RESPONSE REQUIRED FROM HWA
[redacted]Soon to be ex-HWA customer

Complaint: [redacted]
I am rejecting this response because: my complaint has nothing to do with the denial of the claim. It is the lack of sufficient vendors they contract with for repairs. They have limited vendors I. The 2nd largest city outside of NYC and they leave it up to their customers to find a contractor, . We have to find a someone for an estimate,  have the vendor call in with the information on the repairs,   They then decide whether they're going to except the estimate or work bid.   Then they want the customer to pay out-of-pocket versus paying the hundred dollar service call fee that would be required from a customer.   That's having the customer wait about six weeks or more for a refund   What is the purpose of paying a premium for a company that offers a home warranty yet has limited vendors that can support any justifiable repairs to your home it's like the customer is being inconvenience and having to do all the running around paying for these repairs out-of-pocket.  They could at least if the estimate  bid for work is acceptable they could at least cut a check to the vendor for the repairs, but no they  want you to pay the premium pay upfront then wait for reimbursement this is not fair they need to find a customer service friendly option when they themselves are not supplying their customers with the support of vendors in areas that their customers reside!
Sincerely,
[redacted]

March 21, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: Hill  GA-[redacted] Dear Ms. [redacted]: We have received the customer’s...

complaint and are providing the following response. The Air Conditioning unit the customer is referring to is a non ducted wall unit, Model # [redacted].  As the technician originally advised us, this unit should be under warranty with the manufacturer, but we would have no information in reference to that coverage, except that it goes into effect before our coverage, Per Contract section VII.M: “HWA’s responsibilities will be secondary to any other extended or in-home warranties that exist for the included systems, components and appliances. “ If the customer cannot access the manufacturers warranty, the warranty cannot address that, as the unit should be under their warranty.   If the manufacturers warranty is only in place for the company that purchased  the unit 2 years ago(most probably during renovation), and not the party they sold the property to shortly thereafter, the air conditioning becomes eligible under our Contract.  Per our Contract, section V.C, the coverage includes: “ Ducted electric central air conditioning, ducted electric wall air conditioning, geothermal/water source heat pumps, and water evaporative coolers - All components and parts except for geothermal/water source heat pumps, all components and parts that are located within the foundation of the home or attached garage.” The Non-Ducted wall air conditioner is not eligible under our coverage, so this issue would not be addressed under the Contract.        Sincerely, [redacted] Escalated Special Handling

September 30, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We have received the diagnosis, and are addressing the repair.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

May 25, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and the issue with their hot water...

heater and boiler was addressed with them directly the afternoon of the same day the complaint was filed.       Sincerely,     [redacted] DE Services HWA Claims Handling Manager

August 22, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] NV-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the following...

explanation.    Per Warranty Contract, section VII.B:   “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, system s, cabinets, etc.”   The customer’s dishwasher was tiled in place, and the technician could not get to it.  The customer provided access, so the unit could be taken out, but the technician did not wish to accept the potential liability of damaging the customer’s floor.     We are sorry that this inconvenienced the customer.    Sincerely,     [redacted] Office of the President

August 1, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] CA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and on July 26,...

2016 we received the paperwork from the technician to address the compressor replacement, called the customer and are waiting to hear back from them, with their approval of the non-covered costs.     Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:  I did not receive a copy of the check mentioned. They did send me a contact but there wasn't an attachment of a check on that email.  I have contacted our realtor and they will be in contact with the HWA. I have no idea why the payment would have been made on the 9th of May, 2016, when we didn't close on the loan till the 29th of April, 2016 and the receipt from the realty, that was already submitted as evidence, shows that the full amount was paid just 3 days BEFORE closing, which would be on the 26th of April, 2016.  Their receipt also shows that they paid $1050 and that amount INCLUDED the septic coverage.  If what our realtor gave us was correct, then they are surely liable to pay for the claims.  This company has many claims against them for doing things similar to this situation . . .they refuse to pay on valid claims and make things difficult when you do file a claim.  As consumers, we do not feel that this company is a company that should be recommended by the Revdex.com, in fact, our realtor stated that there were several clients that she personally had that have had similar issues recently with this company. This should all be taken into account when deciding this case. I also don't see an attachment of the check #[redacted] for $900 that was mentioned by Mr. [redacted].  Until that check is verified, its their word against our realtors, their receipt against the receipt that was sent to us by our realtor [redacted].  Thank you for your time and assistance.
Sincerely,
[redacted]

April 11, 2018     [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...

apologize for any frustration they may have endured in the resolution of the range claim.  We are currently in direct communication with the customer, to resolve the issue.   Sincerely,   Carl [redacted] Office of the President

June 16, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]  WA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the...

following response.   We have received the customer’s technician’s quote on the replacement of the failed Condenser, and are wanting to providing her a refund for the technician’s quoted cost on the failed part, less her required trade service fee. She wants a written request that we will provide a refund, and will not approve us providing the refund, until she receives the written statement.   We hope that this will fulfil her request.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 22, 2017   [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 inquiry, and provide the following...

response.   On the afternoon of Sunday August 13, 2017, the customer and his tenant reported a failure with the HVAC system in his rental property, that was noticed days prior. The customer wished this done as quickly as possible for his tenant.   On August 15, 2017, a technician diagnosed that the customer’s 11 year old Comfortmaker condenser had a failed condenser, which needed to be replaced under our warranty.    On August 16, 2017, We received the technician’s diagnosis and the breakdown of the replacement costs, which included the following Non-Covered Items:   A New pad for $100-Per contract section V.E “All exterior condensing, cooling and pump pads” are excluded. Line Set Modifications for $125 -Per contract section V.E, “any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment” are excluded. Electrical Modifications for $125- Per contract section V.E, “any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment” are excluded.   We advised the customer of his costs, which he is disputing.   The customer can approve the $350, to address the replacement of his condenser, or if he would prefer a cash out of our cost of the replacement  Condenser(as allowed per contract section VI.Q- “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 Systems and Components.”), we can, at his request, provide him a check for $1,071 to resolve this issue.    Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:Mr. [redacted]’s claim that we “did not provide HWA time to address the failure of the sump pump” is disingenuous. Was 60 hours (the contract allows them 48 hours for non-emergencies, which this was not) not enough time to address the problem? As Mr. [redacted] stated, the customer contract requires that HWA dispatch a service request to an Authorized Service Provider within that time period, not that the Authorized Service Provider will be dispatched to the customer’s home within that period. Clearly neither of these occurred.After HWA dispatched our emergency service request to the first vendor who did not respond, HWA did nothing until I called back. Given that HWA knew that the water was at the top of the sump pit and had just started to seep into the carpet of the finished portion of the basement, would it not have been a “commercially reasonable effort” on HWA’s part to confirm that they had successfully dispatched an Authorized Service Provider who would take the request for service from there? HWA never notified me that they had not successfully dispatched a service request to this first vendor. I only found out because I called back. How long was I supposed to wait given that HWA was never going to let me know that the vendor they attempted to dispatch did not respond to their service request? Is this what Mr. [redacted] considers “communicating clearly” with the customer?HWA attempted to dispatch a new vendor ([redacted]-[redacted]) on the morning of Monday, October 2. Even if HWA had successfully dispatched this new Authorized Service Provider, it would still have been outside the 48-hour (even for non-emergencies, which this was not by HWA’s own admission) window stated in the customer contract. Mr. [redacted] is avoiding the fact that [redacted]-[redacted] had denied HWA’s dispatch for service and notified HWA that they had not approved it. However, HWA never communicated to me that no contractor would be coming. Again, does Mr. [redacted] consider this “communicating clearly” with the customer? Why did HWA not notify me that they had again failed to dispatch an Authorized Service Provider? I would especially have appreciated knowing that it would be up to me to sort out this situation considering that HWA had already broken its contractual terms at this point and that no contractor would have ever come out had I not called myself to see what was going on. Would a reasonable person not agree that HWA could have confirmed that it had actually dispatched [redacted]-[redacted] would qualify as a commercially reasonable effort (required by their contract), especially after they knew that they had already exceeded the 48-hour window (emergency or non-emergency) as HWA agreed to do in the customer contract? We have attempted to resolve this matter in good faith with HWA, but will be suing for damages at this point.As I have stated previously, there was water up to the top of the sump pit at the time that I made my service request. Apart from a few damp areas of carpet, there was no damage at this point. There would not even have been any permanent damage to our basement if HWA had dispatched an Authorized Service Provider a whole 24 hours after we requested emergency service. HWA’s assertion that their sole contractual responsibility to the customer is to dispatch an Authorized Service Provider does not hold them harmless for damages that occur or are made significantly worse as a result of a breach of contract terms.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23, 2015
Esther [redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted]: [redacted]
Dear Ms. [redacted]:
We have received the customer's request, and...

the claim was never denied. We have confirmed the resolution of the issue with the customer.
If you should have any questions or concerns, I can be reached at extension [redacted]
Sincerely,
Carl [redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 7, 2015/07/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the statement that "claim was never denied" is not true since I was told by their customer service that it was denied. But anyway, I accepted Carl's solution to reimburse the replacement cost and installation cost. Already submitted the bill for the fan, waiting for response about installation. Hopefully everything would go smoothly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is what it is.  It still took 2 weeks to approve a repair on a furnace, leaving us without heat and subsequently gas. Their policies and procedures are frustrating, and not geared towards taking care of customers.  We will not be using HWA in the future and cannot recommend them.  
Sincerely,
[redacted]