Home Warranty of America

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,
Annette [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

Initial Business Response /* (1000, 5, 2015/09/10) */
September 10, 2015
Esther [redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted] Lawrence MD-1933794
Dear Ms. [redacted]
We have received the customer's...

complaint, and provide the following response.
On August 7, 2015, the customer ordered a home warranty on a property that they have owned for approximately 16 years. The Warranty Contract, per contract section 1.B.7, requires:
""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."
On August 21, 2015, the customer's tenant called in a claim, stating upon first use of the washer on August 18, 2015, the unit did not fill, drain or spin. (the tenant had only been in the property for seven days.) Per our contract, we sent a technician to diagnose the failure, who found a worn out drive motor. As the unit had never worked properly under Contract, we requested a copy of a visual inspection or mechanical test, to confirm the unit was in proper working order. As there was no documentation, since the customer has owned the property for approximately 16 years, we declined to cover the washer that never worked properly under the contract.
So we will not address the repair of the unit that never worked properly under the Coverage Period. If the customer wishes to cancel the coverage, they can provide a written request to do so, and the Contract will be cancelled per Contract section VIII.E.
Sincerely,
Carl [redacted]
Escalated Special Handling

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

Complaint: [redacted]The notice of cancelation was sent to them in March and again in April when I noticed the double payment being automatically deducted from my account and contacted one hour heating and air. They resent it and provided me of the first date it was sent which was in February.   I was being billed by both companies for 5 months and they owe me a complete refund. 
I am rejecting this response because:
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

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

August 29, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and have been advised...

that the needed part is set to be delivered as of tomorrow.   We apologize for any delays that may have occurred in reference to their repair, but are not responsible for issues beyond the warranties control.   We will not waive additional non covered costs, or provide multiple years of free coverage, based on their legal threat.   Sincerely,     [redacted] Office of the President

February 12, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: Moore  TX-[redacted] Dear Ms. [redacted]: We have received the customer’s...

complaint and are providing the following response. The day the customer filed this complaint, we had requested  information from them in reference to their microwave replacement.  It has since been provided by them, and we have contacted  them with a replacement offer. Their dishwasher was repaired, and they are requesting the unit be re-evaluated.   Sincerely, [redacted] Escalated Special Handling

May 2, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]: [redacted] TN-[redacted] Dear Ms. [redacted]: We have received the customer’s Rebuttal  and are providing the following response. If the customer wishes to cancel their contract for a prorated refund, per section VIII.E of our contract, they are free to provide us a written request to do so.  We are not offering them a full contract refund, nor are we offering them a reimbursement of their trade service fee. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 3, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] AL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response.   On June 12, 2015, the customer opened a 13 month contract with our company.   On June 19, 2015, they moved into the property and noticed their refrigerator was not cooling properly upon initial use.  A claim was filed days later, and per our contractual agreement, we assigned a technician to diagnose the failure.   On June 24, 2015, The technician called us, and advised stated that someone worked on this unit before and they cut the overload relay and installed and hard star kit to temporary fix the issue.  Per our contract, section VII.J:   “HWA is not liable for repairs related to adequacy or capacity of appliances, components and systems in the home; improper installation, design or previous repair of appliances, components and systems: problems or failures caused by a manufacturer’s defect.   The warranty would not cover for the improper prior repair of the refrigerator.   The customer’s Air conditioning issue was, and is eligible under the contract.  As of June 3, 2016, a repair was approved.    Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

June 23, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] NM- [redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and have addressed the issue...

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

September 15, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] IL-[redacted]   Dear Ms. [redacted]:   As we stated on September 5, 2017:   “It is our intention to resolve the problem i.e. addressing the AC malfunction at the customer’s property, as we have already approved two repairs, and are looking to have the second completed.   The customer has spoken to multiple supervisors,  and we have ordered the parts for the repair as directed.   We have apologized for the delay, and the proposed remediation is the same as it was…to complete the customer’s repair as quickly as possible.”   We received the costs of the compressor, the customer approved their portion of the repair,  we attempted to order the unit, but were advised the manufacturer did not have the compressor, and we approved the technician to provide the part. So, we have not lied to the customer, as they state, and are waiting for their repair to be completed.   Sincerely,     [redacted] Office of the President

September 12, 2016   Lucille [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 complaint, and we were advised...

that the repair in question was completed on September 8, 2016.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:As of today's date there has been NO resolution to the claim. On Monday, Feb 6th at 09:30 am EST the technician attempted to repair the washer and found another part was needed to make the repair. After 3 attempts to locate the part he advised me that the part was unavailable and discontinued. HWA advised him to put the washer back together and they would look for the part. They told me that it would not exceed 24-48 hours to locate the part. It has been 4 days and no one has called me to update the status for the repair. I called HWA this morning only to learn that it was under review and could not give me an ETA of resolution. We have been without the use of our washing machine for a month now and have no idea if and when this will be resolved. 
Sincerely,
[redacted]

February 2, 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 reviewed the customer’s complaint, and have approved the repair,...

with the understanding that the portion of the repair that the customer has not approved is not the warranty’s responsibility, and any failures resulting from that issue, are not covered under contract.     Sincerely,     [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because:  The plummer stated the specific failure of the plumbing was eligible under the contract for reimbursement.  No one called us or sent any emails to our attention.  The only response I received from HWA reps was that we would be contacted in 24 hours.  THIS NEVER HAPPENED.The plumbing company refused to include the camera charges in this billing.  I informed him that was a part of the entire job that to no avail was able to convince him of that.Section IV Item A clearly states what is included in the Plumbing System.  "In drain and sewer lines up to 125' from access point Polybutylene piping is covered up to $1000 in the aggregate during the Covered Period.  Main line stoppages are only covered if there is a ground level clean out available. I purchased the External Water & Sewage Line Coverage on the advice from the Plumbing Company.  He said the majority of the homes in Decatur, GA are old and most of them have plumbing problems with the main lines (water coming in and water going out).  Date 1/14/2017.HWA was suppose to contact us indicating what was suppose to be reimbursed to us.  Never received an email, or call or anything to discuss what the plumber found from HWA.Never received anything in writing telling us what was covered by HWA.  It took a whole month + 4 calls to the plumbing company before we even received a receipt of the charges they put on our accounts.  It was like begging for what belonged to us for days before that even happened. The purpose of purchasing the home warranty was so we could have peace of mind because no one knows what can happen when you purchase a home that comes with no history.  Finally, I cancelled the contract on 3/2/2017 and waited to hear back from the company who never called back.  Instead, they cancelled the claim on 3/16/2017 for being too old on email.  No call to to let us know why or explain any status of anything.         
Sincerely,
[redacted]

August 19, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: Hernandez IL-[redacted]   Dear Ms. [redacted]:   The customer is incorrect again, in their implication that we are changing technicians because we do not like a diagnosis received.    We want to address this issue as much as the customer does.   The Vendor ‘Fix it First’ requested we get a second opinion after they could not diagnose/address the issue.  This was after we addressed multiple repairs, per our contractual agreement.  A technician providing a diagnosis stating that they do not know how to complete a repair, is not the same as a diagnosis to replace.   The Vendor ‘[redacted]’ did not provide a diagnosis, and the declined to do so.   The customer is blaming us for this, but had they given us a diagnosis of parts needed to repair the unit, we would have addressed the repair, as we did prior.   Sincerely,   Carl [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 unsatisfactory but I will have to accept it because the business does not delve into further issues with appliances.  I'm exhausted dealing with this business as they fight me on everything and make it very difficult to get things accomplished.  They told me they fix dishwashers that are 40 years old.  The technicians only test that the water comes out and the blades turn around.  HWA had no correspondence with me for months on the first claim in January.  They realized their mistake and reopened the claim to find a resolution.  The second technician said he couldn't fix anything else.  I told him if he couldn't fix it then he should recommend replacement.  He didn't.  I never heard back fromHWA so I emailed and called several times.  This company is very frustrating having to talk to a different person each time and retell my situation each time for a minimum of 45 minute phone call.  They should assign one agent to each claim and follow up at least once a week with the customer.
Sincerely,
[redacted]

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]