Home Warranty of America

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

January 19, 2016 Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]:Hunter ([redacted]) SC-2139036 Dear Ms. [redacted]: We have received the customer’s...

complaint and are providing the following response. The Customer purchased our contract at the closing of his property on December 18, 2015, and moved into the property on December 23, 2015. On January 6, 2016, the customer’s fiancée called and advised that he noticed the hot water heater was leaking and the hot water would not last long. The claim was processed, and a technician was assigned to diagnose  the unit. Per the technician’s diagnosis from their first visit,  there was possible  indication of leakage, and a possible problem with the pilot staying lit.   The technician planned to return, to confirm if there was a leak, and change out the control valve, as needed. When he returned, it was confirmed that there was no leak, and the valve had been working properly for 10 days.  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” As the water heater is not leaking and still heating water, the warranty would not replace the functioning unit.   The customer asked to speak to a supervisor. When the customer was advised that the Supervisor was on another call and could call them back, the customer ended the call. Sincerely, Carl [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.  I STILL expect anyone else to have access to this complaint, so they can decide for themselves whether to initiate business or not with this company.  Although I was satisfied with the final resolution, I WAS NOT satisfied with the company service or the way that I had to continuously and repeatedly complain for over a month in order to get my service issue addressed.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/09) */
September 9, 2015
Esther [redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted] Boyko TX-XXXXXXX
Dear Ms. [redacted]
We have received the customer's complaint,...

and provide the following response.
On December 2, 2014, the customer opened a 12 month warranty contract with our company, Rather than pay the full balance due of $698.40, the customer paid monthly, with an additional $5.00 fee per payment. (Note: this does not change the fact that the contract cost is $698.40, and is still due to be paid)
Per their plumbing claim, we processed the customer's reimbursement, as the customer did not wish the replacement faucet we offered. The customer then cancelled her contract at the end of July, leaving a $252.80 balance owed for the Contract.
As we did not receive the full payment for the Contract, we cancelled the pending reimbursement. In response, the customer has threatened to and filed complaints of this nature, though the customer has received almost five times the amount she paid for the Contract in warranty coverage.
Sincerely,
Carl [redacted]
Escalated Special Handling

April 12, 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 have provided the requested...

supervisor call.   The customer is in possession of a 42” x 84” x 24” built in older model [redacted] refrigerator, and has already declined a technician.  Others have declined to service based on the brand, or the fact that it is a suspected sealed system failure.  We have offered the customer the option of getting their own technician to expedite the issue, and are waiting to hear from the technician.   Sincerely,     [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because:Bottom line is that more than just the prior vendor stated the compressor needed replacement.  Prior vendors left work order sheets behind and none stated the coil was the primary issue. The compressor replacement was approved and the $610 was for non-covered expenses (e.g. refrigerant, [redacted] components/upgrades, the correct coil for the [redacted] upgrade).  The current vendor didn't even turn the compressor on during his inspection so there is no validation of whether it is working or not. But according to the vendor and HWA reps, replacing the compressor unit would be at 100% out-of-pocket for us (as opposed to just paying the portion of non-covered charges as previously approved).We have been long-time HWA customers and have always appreciated their service.  Imagine the frustration now of having a claim open for nearly 11 months and having to go through five different vendors for reasons that were never explained to us.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because we were never informed about this procedure and it was an emergency where we had to act immediately. Also, I've read many complaints about this fraudulent insurance company where they employ other fraudulent plumbers and technicians to make false claims so they don't have to financially cover any expenses. Their own plumbers and technicians have the incentive to make false claims as we have now read many complaints about this. It's interesting that this company will not allow 3rd party plumbers to get bids and will only use their own. How does that benefit anyone but themselves? The fine print is what keeps these scam artists in business but thank God for social media where we can share our good and bad experiences with other consumers. There is a reason this company has a 1.5 star rating, I will never use a company again without researching their integrity and business practices. We are asking for them to cover the work that we should be insured for, that's it. 
Sincerely,
Deborah [redacted]

July 26, 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 provide the following...

response.  We provide the information, in time order, for clarity.   On April 10, 2016, per invoice provided, The customer brought out a technician to clean the evaporator and condenser coils on his AC unit, and confirm the correct Freon charge was installed.   On April 11, 2016, the customer opened a warranty with our company.   Fifty days later, the customer called and advised that the unit was running, but was getting very little cooling.   Per our agreement, we sent a technician out to investigate.   Per the technician’s diagnosis, the blower assembly had failed.  There was a filter in the closet, but it was not installed in the unit.  The unit did not appear to have been maintained in a while.  The technician did not have the time to do the work, if it was eligible, so a second opinion was assigned to address the failure.   Per the second opinion, a 100% clogged blower had burned out, which was caused by the lack of a filter being installed in the unit.   We do not dispute that the customer had the coils cleaned, per their invoice. The unit not having the required filter, and not having the blower maintained caused the blower to clog and burn out.    Per Contract, section 1.B.8, this would not be normal wear, and not covered under the contract.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

October 10, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] NV-[redacted]   Dear Ms. [redacted]:   The calls in question have been reviewed.   On September 4, 2017, the customer went on line and purchased a direct to consumer contract.   On September 6, 2017, the customer called our office to file an Air Conditioning claim, two days after the contract was written.  Additionally she wished to file a claim for non-covered water damage.  At this time, she was advised that the claim in question could not be filed, due to the 30 day waiting period between contract origination and being able to file a claim. (This fact was also mentioned on the website, when she signed up for the coverage).  She added that she had just purchased the house the prior day.  She was advised that she had purchased a direct to consumer contract,  and not a contract for a property that had gone through a real estate closing, and was advised to contact her real estate agent.   Thirty minutes later,  the customer called back, stating that she wanted to change from the direct to consumer contract, to the real estate contract.  She was advised that we could not change the contract for her.  Then she wanted to wait 30 days, and file the Air conditioning claim, which we would not allow.    She then said she would have to [redacted] her contract, and was advised that claims could not be filed in the first 30 days.  She then asked if she would have to wait thirty days to [redacted], and was advised that she could [redacted] whenever she wished.  She ended the call.   She then called us, on October 4, 2017, to [redacted] the coverage.   We have [redacted]led the contract as requested, providing a partial refund of the paid contract balance, as the reason the customer [redacted]led, was in reference to their denied service request.   Since[redacted],     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: I regret that the company offers incorrect advice on phone and then later say "The customer is in possession of a contract that has been provided to them, and can review it at any time." 
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 satisfactory to me.
But just for the record, they need to review their policy if they can't guarantee what they are saying.  This reads in my contract and their cancellation policy:"If your request to cancel is within the first 30 days of the Coverage Period and no service requests have been made, you will be issued a full refund within 10 business days. Please refer to the Cancellation section of your contract to view additional information regarding the terms in which your entitled refund amount is determined."
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was never notified of the cancellation process . The girl which I told I was cancelling as long as I got a full refund told me someone would call me regarding the refund.. I have never been called .. now you state a partial refund .. I feel it should be a full refund, or fix the frig due to the fact we purchased the warranty to cover appliances in the home  and that are still in the home regardless wether they are moved from one room to another. I feel your just making excuses not to cover it.  The 2nd repair guy was on his way ... no one even bothered to call him and tell him what was going on either 
Sincerely,
[redacted]

September 20, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IL-[redacted]   Dear Ms. [redacted]   The customer never filed a claim for their furnace, and they did not contact us about this claim until May.    We acknowledge that the customer has been trying to get us to cover this issue that they addressed outside of our contract, but we will not.   This does not mean that the customer is cancelling, and we should automatically be aware of this.     We have explained to the customer how they can cancel the contract, but they want a full refund, or a refund backdated to an earlier point in the contract.  We again, decline to do so.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

August 2, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] IL-[redacted]   Dear Ms. [redacted]:   The customer should have received the payment at 11:43 this morning.   Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:once again we the buyer did not purchase Warranty .  It was through seller and realtor than you.  I am going to once again provide what our policy states.  HWA is pleased to provide the enclosed details of your HWA 13-months Home Warranty.  HWA Home Warranty proctects you from the expense of repairs or replacements of major mechanical systems and appliances that break down due to normal wear and tear during the coverage term listed below.   Air Condition, Air Conditionaing, Heating, Heating, Water Heater, Electrical system, plumbing, Dishwaher, garbage disposal, built in microwave, trash compactor, ductwork, range, oven, cooktop, door bells, garage door system, ceiling fans, vacuum, burglar and fire alarms system, exhaust fans, whirl pool bath, sump pump, instant hot water dispenser unknown pre-existing conditions.please where dose it state that the purpose of the Warranty contract is provide 13 months of proction on used appliance and system that works properly at time of move in, and breaks down due to new owners usage.    I fill thatyou are adding to policy to keep from standing behind the policy.    And yes we moved into home and used the appliance as you state and a couple of days later appliance/system broke down.      Why cant you stand behind the original policy that we received.   
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 satisfactory to me. We never received the reimbursement check HWA said they sent in March. I am happy to hear they want to reissue my check and pay me. The complaint will be resolved, upon receipt and deposit of the new check.
Sincerely,
[redacted]

June 27, 2017 [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006  Chicago, IL  60611 Re: [redacted]  CA-[redacted] Dear Ms. [redacted]: We would not publicly post such information.  The customer is free to contact me directly, if they wish this information.  Sincerely,  [redacted]Office of the President

June 14, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] CO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s concern, and have addressed the contract...

adjustment as requested.   Sincerely,     [redacted] DE Services HWA Claims Handling Manager

October 13, 2016   [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 are addressing the...

issue with them directly.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

February 28, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and released the cap on our roof...

leak repair coverage to address the issue.   Sincerely,     [redacted] Escalated Special Handling