Home Warranty of America

November 4, 2015[redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: [redacted]Dear Ms. [redacted]:We have received the
customer’s rebuttal, and provide the following response. We have received the customer’s
documentation, and offered them reimbursement, based on our cost for the
replacement of their system, We are not liable for paying for the replacement
the customer performed on their own and without our approval, but offered said
reimbursement as a courtesy, to resolve the issue. The customer has impolitely
declined our offer, demanding a larger reimbursement(including the non covered
door) that we would not be liable for. Their rebuttal falsely states
that we rarely pay out claims, in order to color us in a negative light,  but does clearly state how they did not agree
with our suggested solution(sending a second opinion with a trade fee pending
based on the second opinion’s diagnosis),  did what they wished, and are now looking for
us to pay for it. We will not pay for their non-covered door. As they have declined our
offer, we consider this issue closed.Sincerely,[redacted]Escalated Special Handling

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

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

May 19, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] OK-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and this issue was resolved with them...

the same day the complaint was filed. The customer was able to file the AC claim they wished to file on May 11, 2017.       Sincerely, [redacted] DE Services HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: We did not find the leak until Dec 27th as stated in my letter. They use sub standard contractors (One man operations, no response from voice mails, not capable of performing major task). They give you the option of finding a tech, but their process discourages many reputable companies from dealing with this warranty company. No major plumbing companies were ever sent by this warranty company. They put the burden on you to chase down the vendors that they give you to use. There was no issues with labor difficulties or obtaining parts. We simply asked them to intervene with their contractor to obtain some invoice showing what was done and the cost breakdown. Surely they should have some rapport with the people they send to your home for service work. Maybe something in writing as to the scope of work performed would hold them accountable to an explanation of services.  Of course  I am disputing the charges, anyone would that received no invoice of a service performed!!!   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) Mr. [redacted]'s representation of the facts on behalf of his client is inaccurate. He states, "we contacted them to **t the diagnosis of unit failure. When this wasn't received, we offered a second opinion." What actually happened was that HWA never called me. I doubt they ever followed up with the first vendor. I called multiple times for updates, at great personal expense, as I sat on hold for up to 45 minutes each time. HWA could only tell me that they were waiting on the vendor. Finally, I demanded the second opinion and my vigilance and persistence was the only reason why a second vendor was enga**d. Never was this option offered to me proactively by HWA. 2) Interestingly, Mr. [redacted] also cites a section of the contract that has been of particular interest to me. "Where replacement equipment of identical dimensions is not readily available, HWA is responsible for providing installation of similar equipment but not for the cost of construction or carpentry made necessary by different dimensions." He states that the equipment I sug**sted is not readily available. However, readily available is not defined in the contract. Nowhere does it state that readily available constitutes equipment that can be purchased from [redacted] or **, HWA's two preferred vendors. This is what is implicit in Mr. [redacted]'s response. It was also explicitly stated by customer service representatives on more than one of my ~20 phone calls over the last 6 months to check the status of my claim. The equipment I sug**sted is in fact readily available. As I mentioned in my original complaint, it can be purchased on lowes.com or at a number of other retailers. If I as a consumer can purchase it from my smart phone, is it not readily available? I could have found a number of other more expensive units that are also readily available but I found the cheapest one I could find that met the dimension specifications of the broken vent hood. The retail price of the unit I found was nearly identical to that of the unit proposed by HWA, except this one fit my space. Yet, HWA let my request sit and sit, then finally rejected it when I demanded a resolution after another month with neither service nor communication. This is hardly a "commercially reasonable effort." This unfortunately fits with what is a clear pattern with this company. It's time they owned up and fulfilled their obligations.  Sincerely,
[redacted]

July 29, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   They are referencing a replacement condenser that was installed in...

September 2015.  If they are claiming that the unit was installed improperly, they can address this issue with the technician, or the technician’s liability insurance as, per contract section VII.Q:   “You agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.”   We spoke to the customer on July 6, and they advised us of a roof leak, that they do not have coverage.   The customer’s contract expired July 11, 2016, so any issue they are currently experiencing, is not eligible under their expired contract.     Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

November 1, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] IL-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint and provide the following response.  ...

Per our contractual coverage, section I.B.7, the warranty requires that a customer’s appliances/systems become inoperative, due to normal wear.    The customer’s refrigerator is still functioning, and when the customer has called a technician to her home, they are not finding a problem.   We are sorry if the customer is having an intermittent problem that has not been caught, but we cannot replace a unit, with no mechanical failure.   The customer is cancelling their contract.   Sincerely,     [redacted] Claims Special Handling

November 14, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] IL-[redacted]   Dear Ms. [redacted]:   We cannot state the cause of failure of the pipe.  All we can state factually is that the pipe was gone when we sent a technician to the property.     Our position is the same, we were not contacted to address the initial plumbing failure, which is required.   The customer’s technician was called to the property and in the course of their attempt to address the customer’s issue, the pipes failed and were removed.  The customer then called us.   This does not make the issue eligible under the contract, and we will not address the replacement.   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.  I do expect to receive the refund within 2 weeks.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Unit has never been repaired. First vendor clearly communicated that the unit can not be fixed after spending 6 weeks and performing troubleshooting.WHA received their response and kept me (as a customer) in dark for weeks.  Also, Claim was open in December, 30th and warranty was cancelled in Feb after rigorous follow up from my side with extremely unconventional and in warranted responses from HWA customer service. I have been told on the record (can be verified from their recording) that claim opened before contract cancellation will be served as per the commitment.
Sincerely,
Sanjay [redacted]

September 6, 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 provide the...

following response.   Per the customer’s statement, they have been paying their funds, through automatic payment, to our company since February 1, 2016.  Prior to that point, they provided payment information, so the payment could be taken on a monthly basis, when this contract was created online.     Upon the initial payment, we provided the customer a copy of their contract, electronically to the customer’s provided e-mail , and by regular mail. It is also available online at our website for the customer’s convenience.   The customer did not contact us to file a claim at the time of their furnace failure, and the contract requires that we be contacted, to send and approve the technician.    We will not file a claim for a unit that the customer already replaced, nor are we liable for reimbursing them for a furnace purchased outside the warranty and without our approval.     Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: they did not send a tech out or even call me back.  However, I did get an email saying they are closing my claim due to the age of it.  I will try calling them once again as I am sure I will end up with the same round of discussions as my previous two calls. 
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:how you reject replacing a unit that under the insurance!!!! We have a 1 year insurance with full replacement coverage!!!plus as I said million time so far the oven was working really good!!! The unit which was not working is the grill, you guys are just giving execuses not to replace or do your job!!! Your company don't even have a manager to talk with or know what is customer satisfaction all about!!! Its been long time so far, and its not only me saying your company is not doing the riggt job and its fraud, its all in [redacted] also!!! So you saying me and all thise people don't are laying!!! I said million time the oven is working and tge grill was not working and those are separate unit!!!you cant refuse to replace a unit under your warranty!!!! 
Sincerely,
[redacted]

July 22, 2016   [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 the referenced...

modifications that the customer is disputing are not eligible under our contract.  Per contract section VII.J:   “Unless the optional coverage for such is purchased, HWA is not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components or installation of different equipment and/or systems.”   The return air being too small in the customer’s home, is not a mechanical failure.  We do acknowledge that, if such a condition exists, it should have been addressed at the time of the install.  But at the time of the install, it would have been a non covered modification, as it is now.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:  [redacted] did not address anything that I said in the first rebuttal because he cannot.  He completely glossed over the issue of refrigerant incompatibility making the replacement of both parts necessary.  Apparently he thinks saying the same thing twice makes it less incorrect. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It doesn't matter if you didn't physically cause damages to the floor. It's because of HWA that kid glove came out and caused damages. Are you saying damages would still be made without you? No damages would have been caused. I get HWA wants to pass the blame to someone so bc they simply do paperwork but I'm in this situation because of HWA. You can't deny that... Buying a warranty through HWA I did not choose kid glove... but I got them because I got a warranty through HWA. I have damages because of HWA. 
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]

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

August 21, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] TN-[redacted]   Dear Ms. [redacted]:   As we stated, we need to have a diagnosis of failure to address any possible repair/replacement, which is currently being arranged.   We do not need the customer’s statement of what has failed, but a technician's diagnosis, which is what is being arranged.   Sincerely,     [redacted] Office of the President