Home Warranty of America

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

Complaint: [redacted]
I am rejecting this response because:The copy/paste response of the business from thier contract and/or terms and condition is really meaningless after I spent hours waiting on the phone and dealing with their customer service representatives and unprofessional vendors. Thre are of course no provisions for this in their contracts or terms and conditions. HWA has a terrible track record not only with the Revdex.com but also as evidenced with community review sites such as [redacted] or [redacted]. This is the kind of business that is taking advange of consumers by offering a mediocre service and not taking reaponsibility for it. If the business is not willing to work on a resolution agreeable to both parties please log my complain as unsatisfactory resolved by the business in the Revdex.com site.Best Regards, 
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

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

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]

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

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

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

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]

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]

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]

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

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.

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

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]

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

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]

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

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

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