Home Warranty of America

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]

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.
Sincerely,
[redacted]

July 21, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted]  OH-[redacted]   Dear Ms. [redacted]:   We were not provided the dimensions of the hole in the customer’s kitchen to accommodate the unit.  This is not a lie, this is a fact. We are following our contractual coverage, and the customer was not ‘robbed’.      We have made our only offer, they have rejected it, and cancelled their contract.   There is nothing more for us to address on this issue.   Sincerely,     [redacted] Office of the President

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

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:on July 4th I had to call and threaten find my own tech to service my air conditioning unit as no one on HWC vendor list was or could be available.   In march 11th it was longer the 45 minutes and exactly how long does one have to wait when there is overflowing water in their home and please review the phone call I was told they were on it but had to find someone and they closed at 8:00 pm.  I have the text from the company that was assigned my claim and said it wasn't an emergency  my house had standing water and if you feel as a company I am overreacting then that is fine  I pay my bill on timeand regularly and will begin to look for another company that might see my two "emergency situations" as a problem and not an annoyance  I appreciate your response and will make sure to keep this on file as well  please keep my email and situation on file as well  
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]

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:
Sincerely,
[redacted] very convenient story I never said that the water softener was never operative and if HWA will review the "recorded conversation" that they claimed to have then please produce it. and you will see that it was the R.O. UNIT under the kitchen sin.also HWA did a customer buy out initially, when I couldn't find anyone they scrounged up "the  plumbing source plumbers who can and will corroborate my version of this matter.My situation isn't unique, there are over 50 complaints in the Revdex.com that are almost exact to my problem.I'm sure that HWA will have no problem collecting there premiums

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

April 27, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] CA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and as they were advised the date the...

complaint was filed, the parts in question were removed from the customer’s  DCS oven on March 30, 2017, and were sent to be serviced, which takes 4-6 weeks, per the servicer.  This is beyond the warranties control.  We offered the customer a cash out on the cost of the repair which they declined.    The customer believes we must have a time limit to repair a unit, but if a third party (a manufacturer, a supplier, a technician) delays the service, we are not liable for such a delay.    Sincerely,     [redacted] Escalated Special Handling

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]

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

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

Initial Business Response /* (1000, 5, 2015/06/30) */
June 30, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted]: MI-XXXXXXX
Dear Ms. [redacted]
We received the customer's complaint...

and would like to respond accordingly. On June 15, 2015, Direct Energy offered the customer a "trial' twelve month protection plan contract at no cost to the customer. She has paid nothing for the offer, and has requested to cancel it, which we will process.
If you should have any questions or concerns I can be reached at XXX-XXX-XXXX.
Sincerely,
[redacted]
Escalated Special Handling

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]

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 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

Complaint: [redacted]
I am rejecting this response because:  Home Warranty of America should have been proactive to ensure the correct repairs were completed in a timely manner.  So, if we keep with this logic, the repair could have taken months. That is unacceptable and unethical. After current contract expires, I'm moving to another company.
Sincerely,
[redacted]