Home Warranty of America

May 5, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted] CT-[redacted] Dear Ms. [redacted]: As the customer was advised in an e-mail on December 7, 2015, before he requested a copy of our...

release, and then broke off communication: “Per our Contract, section VII.B.9: “Except as required to maintain compatibility with equipment manufactured to be 13 SEER and/or 7.7 HSPF or higher compliant, HWA™ is not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to efficiency as mandated by federal, state or local governments.” There is no mechanical failure with the air handler or the heat strips, and the warranty would not pay for their replacement. Per the costs confirmed with Masters, our cost on the repair and labor would be $3,081, which is what I am able to provide as far as reimbursement.  Per your last e-mail, I would also process a release, for you to review and sign, in reference to this reimbursement. Per your Green plus coverage, that is limited to Furnace replacement, which is not being addressed by this repair. We would also not be liable for heating costs in reference to the issue, so those costs would not be paid to you by the warranty.” Per the customer’s prior threat, to file complaints such as this and to bill us for an upgraded HVAC system, we requested a copy of the release he has in his possession. Upon receipt of that signed document, we will provide our cost  for the repair.  We will not replace the air handler that had not become inoperative under the contract, nor will we pay him for his arbitrary additional heating costs.  Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 24, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] TX-[redacted]   Dear Ms. [redacted]:   We are sorry that the customer does not recall being informed of the fact that the warranty does not cover secondary damage (i.e. drywall that has already been damaged by water), but we do not.   The customer is in possession of a contract that has been provided to them, and can review it at any time.   We decline to address the repair of the non-covered drywall.   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 satisfactory to me.
Sincerely, I apologize; the money owed was received last Thursday; October 19, 2017.     Thank you for your help!!  
[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]

January 12, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] GA-[redacted]     Dear Ms. [redacted]:   As we have told the customer, we are responsible for our costs on a replacement system.   The customer is looking for us to pay the technician our cost on the repair, and then provide them a short-term loan to address their non-covered costs.  As we have explained to the customer, we will not do so.  The non-covered costs are not eligible under the contract and we would not pay them on the customer’s behalf.    Sincerely,   [redacted] Office of the President

June 15, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] IL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response. ...

  As the customer states, they have a [redacted] dishwasher, which is reported in good condition. The warranty has approved two repairs on the unit,  on March 11, and April 6, 2017.    On April 12, 2017, the customer wanted the unit replaced, but allowed a second opinion.   A technician was assigned to the service, who then advised that they do not work on [redacted].   Another technician was sent, who has found a failed float switch and solenoid valve. The part has been ordered, and the technician is prepared to install it next Friday.     Sincerely,     [redacted] Office of the President

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

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

February 14, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] IN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and reached out to them with an...

update on their issue.  We left a message and are waiting for their call back.   Sincerely,     [redacted] Escalated Special Handling

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]

June 28, 2016   [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 complaint, and have addressed the...

approval with the technician. The customer owes their remaining fee for the treatment.   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]: [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

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 are providing...

the following response.   On May 16, 2016, the customer opened a 13 month warranty contract.   On the afternoon of June 21, 2016, the customer filed an Air conditioning claim, stating their unit was no longer cooling. We assigned a technician, per our contractual agreement,     On July 11, 2016,  the customer called for a status update.  As we did not hear from the technician, we called them and requested a diagnosis.  The technician advised that the 46 year old condenser had failed, due to normal wear.  (The technician had also found a problem with the furnace, in the course of his investigation of the AC.) Per our contract section I.B.7:   ““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date. Attached garages, detached garages, exterior pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.”   As the AC had been working properly, we moved forward with the replacement of the Condenser(the part that became inoperative), and requested the breakdown of the costs on the replacement condenser to determine the covered and non covered costs under the contract. Per contract section V.E:   “Except for when optional coverage is purchased with this Contract, HWA will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment or additional costs associated with evacuating the system of R-22 or cleaning the system of R-22”   The warranty would not address the modifications of the customer’s home to install the new condenser, or the upgrade of the 40+ year old inside unit, to a new 2016 Air handler. These are the customer’s costs and he needs to approve them for us to complete the repair, or accept our cashout, per contract section VI.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.”   As to the furnace, per the customer’s inspection, It was “considered hazardous in its present condition”, and needed to be “fully evaluated and repaired by an HVAC technician.”   We requested to review that evaluation/repair, but we have received no further documentation from the customer.   We will go no further, until the customer approves their costs, or accepts our cashout for our replacement cost, which is all we will address.   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 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]

December 28, 2015 Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted] TN-2117558 Dear Ms. [redacted]: We have received the customer’s...

complaint, and provide the following response. On the afternoon of December 24, 2015, the customer advised us of a water leak in their crawlspace.  We assigned a technician the same day, who advised us that they would service that day. On the afternoon of December 26,  2015, we were advised that there was a foot of water in the customer’s crawlspace, with a drop off, and that the water would need to be removed for the technician to properly diagnose.  The customer declined to address the standing water for the technician to diagnose. As a courtesy, we offered the customer the option of getting their own technician(if they could find one willing to address the issue in water), advising that they would need to call us with diagnosis prior to doing any work  and that we would provide reimbursement based on our costs. The customer’s vendor called back, advising that 2-3 feet of pipe was leaking in the crawlspace(water was knee high), and they wanted to repipe the entire crawlspace.  Per our contract section 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.).” Additionally, per section I.B.7: ““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.” The customer’s crawlspace is filled with a foot of water, that a technician cannot be expected to stand/kneel in to diagnose/repair/replace piping.  Access would need to be provided. Plus, all of the piping in the customer’s crawlspace is not inoperative.  There is a leak in only 2-3 feet of piping. The warranty would not replace the all of the customer’s functional piping.  We would address only the piping that failed. The customer has advised that they are addressing this through legal channels, so we are waiting to hear from their representation. Sincerely, Carl [redacted] Escalated Special Handling

Complaint: 11609458
I am rejecting this response because:The vendor called [redacted] was assigned to work on my case. The technician from this vendor was shocked to hear that my refrigerator had not been fixed after months of calling the home warranty. This technician called me before coming to my house because he was not able to reach someone from Home Warranty of America. He stated that he was trying to get approval for parts and services which he believed were needed to fix the refrigerator. I had to call Home Warranty of America myself and tell one of the reps to call back [redacted] because they were not returning his calls. I was placed on hold while they did this. The rep for Home Warranty of America stated that the vendor did not want to work with this insurance company any longer. I told her that he simply wanted to get approval for parts. She would not tell me whether they had authorized these parts. The rep stated that they had to find another vendor. I think it is pretty clear that if they do not like what they hear from a vendor or technician that they will take them off the job.  In terms of Home Warranty not having been told that the refrigerator cannot be fixed, this is a lie. Fix It First, the first vendor which tried many times to fix it told them after several weeks that they were unable to determine how to fix the issue. They went so far as to replace a motor and to replace the computer in the refrigerator. The problem is that Home Warranty of America decided they wanted to get a second opinion. Since then, they have sent representatives from Sears which have been unable to fix it. I am currently waiting for Sears to come again to my house on August 22nd which is more than a month a half since anyone has seen this refrigerator.  It it illogical that Home Warranty of America expect that its customers wait this long for a solution much less a technician to simply diagnose the problem, not even solve it. After this August 22nd visit I will once again have to wait another month for someone to come and see it again. Once again, this claim has been open since April. This is an issue that is urgent for me. This is not an appliance that I rarely use, this is a NECESSITY. This is something that they fail to nor care to understand. 
Sincerely,
Lorena [redacted]

May 19, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] PA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and this issue was resolved with the...

customer the date the complaint was filed.   Sincerely, [redacted] DE Services 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]

August 10, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] MS-[redacted]   Dear Ms. [redacted]:   We have received the customer’s concern and provide the following...

response.    On August 4, 2017, our customer filed the following claim online:    “Covered Item Problem: Not Cooling Brand: GE Has this item ever worked?: Yes When did you first notice the problem?: Today Have you moved into the home?: Yes When did you move into the home?: 06/29/2017 Q & A: Q: Please tell us what type of refrigerator you have A: Side by Side Q: Please tell where the refrigerator is located A: Other Problem Description: Went up stairs and water was leaking from under freezer side of refrigerator. Opened door and the food was thawing out, freezer was no longer freezing food. Refrigerator side temp was high and would not stay where I set it. So moved all the food out to the downstairs refrigerator and freezer in garage.    [redacted] Model #: [redacted] Serial #: [redacted]”   Per our contract, section VI.A, the warranty contract only provides coverage for the kitchen refrigerator.  The customer did not purchase additional coverage for the third level mother in law suite.   Home Warranty of America (HWA) knows that purchasing a home can be a stressful experience. For most people, buying a home is usually the single biggest purchase that they will ever make. Our home warranties offer some assistance with controlling the costs associated with appliance or system breakdowns. Due to the contract exclusion, we are unable to accommodate the customer request to address the failure with the mother in law suite’s refrigerator. We apologize for any inconvenience this issue may have caused the customer.     Sincerely,     [redacted]
Office of the President