Home Warranty of America

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

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]

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

January 31, 2018     [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 inquiry and apologize...

for the delay in service.  We have reassigned the claim, received the diagnosis from the new technician and approved the repair.   Sincerely,   [redacted] Office of the President

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

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:  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]

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

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

Complaint: [redacted]
I am rejecting this response because: the unit was working properly, I know it was. They have no proof that it wasn't. They just decided that it wasn't so they don't have to pay anything. Where is the proof that it wasn't working? 
Sincerely,
[redacted]

September 15, 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 received the customer’s inquiry, and as we...

explained to the customer, the warranty addresses the system that is currently located at the property.  When the system failed in June, it was replaced with the same size system that was at the property.  Had the technician realized the system was too small for the property, we would not have been able to do anything to address the failure.   We understand that the customer wants us to remove the system that was installed and replace it with a larger system,  Unfortunately, the warranty will not upgrade a customer’s existing system to a larger sized system.   Sincerely,     [redacted] Office of the President

September 20, 2016   Lucille Garcia Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted] NV-[redacted]   Dear Ms. [redacted]   We have received...

the customer’s complaint, and the replacement was approved on September 21, 2016.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because the business refuses to acknowledge that the unit is in working order.  All three of their technicians have been out and have validated that the units does work, but have found the motor to overheat, which causes the fan to cease working.  Regarding the microwave, the last phone representative (Shemika Coleman) advised that since the part was no longer available, HWA would take steps toward replacing the microwave.  To say that you are going to provide the client with $3.00 for a part that doesn't exist and send them on their way is egregious and unconscionable.   The actions provided by the company is equivalent to no action at all.  To that end, I respectfully decline the position of HWA and maintain that we are at an impasse.  Per the consumer, me, the organization refuses to honor its stated obligations and has ensured a variety of loopholes exist within its contract to avoid its corporate and for-profit out of pocket expenses.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it does nothing to address the numerous we have experienced that have led us to this point or the fact that we have basically not had functioning air conditioning the entire summer.  Nor does it address the fact that we have requested to speak to a supervisor numerous times that went unanswered and requests for call backs that ultimately were not made by the business.  There have been multiple instances of a customer service representative conveying inaccurate information.  Whether they knew they were lying is debatable.  Perhaps there are just so many issues in the approval process that the customer service representative is unaware of where things stand and how it will be proceeding.  Nevertheless, the only time we have been able to expedite any response is by dealing directly with the vendor.  I just hope that their processes are improved as a result of our negative experiences. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Over 3 weeks for repair or replacement is beyond ridiculous
Sincerely,
[redacted]

March 13, 2016   Lucille G[redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: 12005966: [redacted] IL-2453664     Dear Ms. G[redacted]:   The opinions of the customer’s technician’s have no relevance to our costs for replacement, and we never advised the technician that the customer would be fully reimbursed for the technician’s retail cost.   The customer is free to continue his complaint, but we have paid he more than we are responsible for and we will pay no more on this issue.   Sincerely,     Carl [redacted] Escalated Special Handling

July 11, 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 message, and they have already...

requested that their contract be cancelled, which is in process, per contract section VIII.E.     Sincerely,     [redacted] Office of the President

September 8, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] AR-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and the requested repair...

has been approved.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

February 4, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: [redacted] MO-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint...

and the issue was addressed with them directly on February 3, 2016. Sincerely, [redacted] Escalated Special Handling

October 13, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] OH-[redacted]   Dear Ms. [redacted]:   On October 10, 2016, we received the diagnosis from the technician,...

which was a clogged fan, which needed cleaning. The customer should not have been charged for the service, as it was related to the original claim.   Please note: The customer opened the first claim in May, the second in September(4 months later, and outside the vendor’s warranty), and then a recall. They were not charged for the recall.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager