Home Warranty of America

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

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]

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

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

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

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

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]

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

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

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

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: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]

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

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]

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]

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]

Complaint: [redacted]
I am rejecting this response because:We didn't reject to pay the trade fee, we feel that they is no sense of responsibility from the company. We have been told by several representatives that they were going to try to send someone out that was qualified to work on Kenmore Water heaters. it was news to me when I called last week that I had to find my own repair company and make the assessment to see "if" what the repair man said covered by the policy.  As you guys send someone out to the house to do absolutely nothing and then charge me the fee just because the contract says so is just bad business practices. My water heater is not working and I had a newborn in my house. We have to replace the whole unit as my baby cannot wait on HWA negligence.  I am now seeking monetary reimbursement due to the lack of effort from HWA.  for the furnace, your contractor detected a leak which said that it was not dangerous; however, Nicor gas disagree, red tag and shut down my furnace. the leak was not repaired and my family was put in danger again due to your negligence, not to note that your contractor engaged on an argument with my pregnant wife at the time.  I had to leave my job due to your contractor being unprofessional. I sure found that unacceptable and I am sure from a PR perspective that will not be good for your business as this contractor represents your company. All I've heard from you guys have been excuses of why we are not going to fix or resolve your case or claim. I am seeking monetary reimbursement for the mishandled furnace issue and AC coolant that I had to put in my AC.
Sincerely,
[redacted]

April 28, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]:Duke NM-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response.    Per the customer’s vendor, there was a charge of $500.00 to modify the lines, ducts and flue to accommodate the new unit.  These are non-covered alterations to the unit to allow it to be installed in the customer’s home.   We are providing the agreed upon refund.      Sincerely,     [redacted] Escalated Special Handling

August 11, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] OK-[redacted]   Dear Ms. [redacted]:   We have received the customer’s rebuttal, and provide the following response.   We process a check to the customer, and the check is ordered from our financial institution, which is not an instantaneous process.  We are expediting the payment, to assist the customer.   We are providing the customer a valid reimbursement to address the is[redacted].  We are not paying damages to the customer, for their inability to use their Air conditioning, per contract VII.H.   Sincerely,     [redacted] Office of the President

June 27, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and addressed this issue with them...

directry.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager