Home Warranty of America

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]

March 7, 2016 [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...

are providing the following response. The customer was provided our warranty information by their real estate agent at the closing of the property. This informational brochure includes a complete copy of our coverage terms.  This information is also available online, for their review at any time.  Thus, when they called us to purchase the warranty, they had access to our coverage terms. The customer advises that the Seller was aware of the failures with the home, but did not disclose them.  Thus, the issues would not be covered under Contract, as known failures, that would have been noticed by visual inspection or mechanical test. The customer requested to cancel their Contract, and has filed this complaint, because of the ‘delay’ in receiving the funds.  Unfortunately, because such a short time passed between the purchase of the Contract, the filing of their claim, the rejection of  their claim and the cancellation of the Contract, we need to wait to have the funds, before we can return them to the customer.   If we were to return funds before we receive them (or within the time the customer canceled the transaction), we could inadvertently double refund the contract.      Their refund is in process. Sincerely, [redacted] Escalated Special Handling

July 24, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] TN-[redacted]   Dear Ms. [redacted]:   We received the customer’s inquiry, and provide the following response.  ...

  On March 13, 2017, A claim was opened on the customer’s heating system, reporting that the unit would only cool.  Per contract, we assigned a technician to diagnose the issue.   On April 11, 2017, The technician reported a leak in the customer’s 24 year old evaporator coil, requiring the replacement of the customer’s air handler.  Their condenser, which had not failed mechanically, needed to be upgraded, to work with the New R410A Air Handler.   Per Contract:   ·        Section I.B.7:  ““Covered Systems and Components” means sy stems 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 work ing order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including break downs due to insufficient maintenance if at the time the issue or break down was unknown.   The customer’s AC has broken down, but the mechanical failure is the Air handler.  The condenser still works properly.   ·        Section V.C:  “For units below 13 SEER, and/ or R-22 equipment and when HWA is unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, or with R-22 equipment, repair/replacement will be performed with 13 SEER/R-410A equipment and/or 7.7 HSPF or higher compliant. · Their 24 year old air handler is leaking and needs to be replaced.  The warranty will upgrade the air handler to an R410A unit   ·        Section V.C (excluded):  Except as noted above or when optional coverage is purchased with this Contract, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate/clean a system of R-22 necessitated by the repair of existing equipment or the installation of new equipment   The warranty is addressing the failed Air Handler, but will not pay for the upgrade required to address the customer’s functioning condenser.     We record our calls for training purposes, and advise a customer of that fact before a call is started, so the customer can decline to be recorded on a call.  This is clearly not the reason for the customer to record the call, nor did the customer advise that he was recording(until 45 minutes into the conversation. )      We are sorry the customer feels we are behaving inappropriately, with the intent to defraud the customer.  This is not the case.   We are only addressing the eligible repair.   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.
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]

Initial Business Response /* (1000, 5, 2015/08/04) */
August 4, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite [redacted]
Chicago, IL XXXXX
Re: [redacted] GA-XXXXXXX
Dear Ms. [redacted]
We were advised of the technician's diagnosis on...

July 28, 2015, and approved the repair.
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX.
Sincerely,
[redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, the issue was resolved - please close this case.

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

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

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

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

May 23, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite [redacted]    Chicago, IL  60611 Re: [redacted]: Nesbitt TX-[redacted] Dear Ms. [redacted]: We have addressed this issue with the customer and the technician. Sincerely, [redacted]...

DE Svcs HWA Claims Handling Manager

August 30, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] FL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and apologize for the...

delay in her $410.00 payment.   I have personally requested the payment be expedited.  If  she wishes to address the issue legally, that is her prerogative, but she should have the check shortly.     Sincerely,     [redacted] Office of the President

March 15, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: [redacted]  NJ-[redacted] Dear Ms. [redacted]: We have received the customer’s...

complaint and are providing the following response. The technician that assessed the failure with the unit in June, did not respond, after the customer approved the non covered costs in August.  To complete the repair, we needed to send a new technician. We have addressed the failure with the new technician, and approved the repair. Sincerely, [redacted] Escalated Special Handling

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

July 28, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] ID-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry.  We have contacted them directly,...

to expedite the issue, and are providing  the requested cash out to address the failure.   Their payment is in process.     Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: Since the money was taken from my account on February 14th, they have the funds. 2.  Their Cancellation said the funds would be returned in 7 to 10 days.  today is the 24th their 10 days are up.  3.  My bank has been notified and if the money is not in my account as of Monday morning February 26th, their fraud team is taking the case.  
Sincerely,
David [redacted]

Complaint: [redacted]
I am rejecting this response because: you offered a second opinion that I would need to pay $100.00. I would like a second opinion free of charge. I wasn't accusing you of fraud, that's absurd. I was upset that the third party representing you was unprofessional and very rude to my family. 
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.  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]

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

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]

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]