Home Warranty of America

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

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

November 21, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] KS-[redacted]   Dear Ms. [redacted]:   We have received the customer’s response, and addressed the issue with them directly.   Sincerely,     [redacted]lt Escalated Special Handling

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

Complaint: [redacted]
I am rejecting this response because:during the initial claim, it took nearly 3 months to find out we would not be covered. We found out by calling the company itself because they had not called us to inform us. When we found out, they told us that they told our real estate agent and assumed she had told us of the final outcome. We also paid $75 on top of the original warranty that we bought because we were falsely informed that we would need to do that in order to be covered.On the second claim, HWA rescheduled with a different company because we called them back and told them that the first company they used would NOT be able to service us, after we spoke to the contractor ourselves, and that they would need to find another company to use. It was not under their own accord or under their "good" customer service. We actually had to tell them to do that.I will NOT be paying another penny to HWA for cancellation or administration fees. I do understand the prorated refund. But again, I will not pay anything else towards them not do I agree to take the fees out of my refunded amount.  I feel this company has insulted me with their response by making it look like they did everything they could. They had to put me on a "special customer care plan" when I made complaints on their efforts in the first claim. And, again, they only rescheduled on the second claim after we called them back and told them to. Furthermore, I will not accept any response until the terms are written out completely and are clearly understandable.
Sincerely,
[redacted]

July 14, 2016   [redacted] Dispute Resolution SpecialistRevdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] GA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response....

  On May 20, 2016, the customer opened a 13 month warranty contract with our company.   On June 13, 2016, the customer called in 2 claims. We will address the claims separately.   The [redacted] double oven is showing an E7 error code on the display.  The customer noticed this on first use the prior weekend.  The unit has never worked properly.   Per our contractual agreement we assigned a technician to diagnose the issue, and on June 15, 2016, they were at the property.  Per their diagnosis, the touch panel failed, and was no longer available.    Per our contract, section 1.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 D ate 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. 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.”   And per Section VII.I:   “for the first 30 days of the Home Owner’s Coverage Period, H WA is not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, HWA will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of similar parts.”   Though the unit never worked properly, we have offered the customer the cost of the failed touch pad.   Also reported, The Thermadore cooktop was having an issue with the burners upon first use over the weekend.   Per our contractual agreement we assigned a technician to diagnose the issue, and on June 15, 2016, they were at the property.  Per their diagnosis, the front right burner ignitor wore out, and we have approved the repair.    We are sorry the customer feels that we should completely replace his appliances that never worked properly under the warranty, at a disputed amount of $9,000.00.  Contractually, it is our choice is a unit will be repaired or replaced, and we have approved the repair that can be done, and will provide the payment for the specific part that cannot be repaired.     Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

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

July 5, 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 complaint, and provide the...

following response.   The customer has filed 4 claims under their contract.  They are:   [redacted](which is also [redacted])- This is a plumbing claim that was filed to address a kitchen sink and master shower clog.   [redacted]-The customer was reporting a loud roaring noise when the heating unit started up.  Two days later they called us wanting to have the technician winterize their unit.  We advised the customer that the warranty addresses mechanical breakdown, not winterization.  The technician went to property, and diagnosed no failure with the unit.       [redacted]- On February 4, 2016, the customer reported 6 lights were not working.   (the customer also wanted the technician to look at a kitchen breaker issue that was fixed before)  On February 5, the vendor addressed the customer’s issue.  On February 24, 2016, the customer advised that one of the lights blew, and would not turn back on.  We sent the technician back to evaluate, and the technician billed out for the repair.   [redacted]-On April 25, 2016, the customer filed the following ductwork claim online:   “Covered Item Problem: The Ductwork Is Collapsed/Falling Apart Has this item ever worked?: No When did you first notice the problem?: Yesterday Q & A: Q: Please Tell Us Where The Ductwork Is Located That You Are Having An Issue With A: Other Problem Description: Area: In crawlspace Yesterday my dryer quit heating so I removed the vent that collects the lint deposits in the ductwork run off I can see straight into my crawlspace floor there is nothing connecting a run off out the house the lint is just collecting and piling under the crawlspace improperly. I also have noticed a foul odor since I have moved into the property coming from the floor vents I removed over 7 vents and can see a buildup on the ductwork that's been there for years I tried to scrub will not come off. I need to have a technician out to get this corrected. Also noticed in the middle of my crawlspace there is some ductwork that has fell and is hanging“   A technician was sent to diagnose the three separate issues that the customer reported on this claim, and found no failure with the ductwork.  (The technician does not address dryer venting, and neither does the warranty contract.  Per Contract section VI.E2 excluded: “Venting - Lint screens - Knobs and dials - Damage to clothing - Door seals.”)  At that time, per the technician, the customer paid their trade fee with an expired credit card, meaning that the customer did not pay the fee..   So it would seem that the customer is looking for us to file a new claim for their alarm system, claiming that it is part of an ongoing electrical claim that they started in February, that the technician never resolved.  The customer never reported an alarm failure, so this would be a new claim.  We cannot process a new claim, per contract section III.E:   “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less. The Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visit. The Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or denied. The Trade Call Fee is due if you fail to be present at a scheduled time, or in the event you cancel a Service call at the time an Authorized Repair Technician is on the way to Your home or at Your home. Failure to pay the Trade Call Fee will result in suspension of coverage until such time as the proper Trade Call Fee is paid. At that time, coverage will be reinstated, but the Coverage Period will not be extended.”   Even if the trade fee were paid now, it would only reinstate the customer’s coverage.  It would not address a problem that was noticed during the suspension.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

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.

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]

August 8, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] TX-[redacted]   Dear Ms. [redacted]:   We are sorry that the customer finds our reply not adequate.   We have spoken to their husband, advised of the correct offer, which was accepted.   The customer stating that they do not yet have the payment, does not change the fact that the payment is in process, and the issue resolved.     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,
[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

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]

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 Rodriguez

June 20, 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 provide the following response....

  In late February 2017, the customer reported an oven claim, which was determined to need replacement.   We offered the customer a like replacement, per contract.    In March, the customer was looking for an upgraded unit. We offered an upgrade at an additional cost, and the customer accepted.   In April, the manufacturer advised us that the unit in question was on backorder.   In May, the unit became available, and we ordered the unit.  Unfortunately the wrong unit was ordered   In June, the customer received the wrong unit.  We have since returned the one unit, and ordered the correct model.    We are sorry for the delay in the resolution of the oven claim, especially considering how long the customer has been with our company.  To our knowledge, the issue has been resolved, and the delivery company should be calling them shortly to schedule the install.    As far as the remainder of their request, we would not return the first partial payment of this year’s contract.  We are still looking for the remaining two payments, one which should have been provided at the end of May, and the third, at the end of June.  If those payments are not received, the contract will end, per their request.   Sincerely,     [redacted] Office of the President

September 7, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] SC-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and per our contract...

section VII.J, the warranty excludes:   “improper installation, design or previous repair of appliances, components and systems:…”   If the plumbing was improperly repaired, the warranty would not address such an improper repair.  No repair was approved by the warranty.  If the customer approved the technician to perform a repair, that arrangement was between the customer and the technician.   We have already advised the customer that the undamaged ceiling that the technician cut, would be restored to a rough finish, and are waiting for them to advise when this can be done.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

September 15, 2016   Lucille [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 per the first technician’s diagnosis:   ‘the compressor has a locked rotor and is not pumping. The ground around the condenser has settled and the condenser is sitting at an angle and tilted it is not sitting level, this created a kink at the line set and caused the compressor to over work trying to force the refrigerant through the kinked area, locking the rotors.’   Thus, the failure is related to ground settlement, and is not normal wear.   The second opinion requested found the unit functional. Understandably, a technician would need to witness a mechanical failure.   If the unit should become inoperative, within the technicians’ warranty period, we would have happily sent them back to evaluate, with fee pending, but the customer has requested to cancel the contract.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

July 13, 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 confirmed with the technician, and the issue seems to be addressed as of July 12, 2016.   Sincerely,     [redacted] Office of the President