Home Warranty of America

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

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

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 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

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]

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]

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: 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]

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

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: The technician from [redacted] HVAC company came out Friday the 23rd. He actually confirmed the open main duct not being capped off was the problem all along. After that he made adjustments on dampers and thermostat to allow the system to work as efficiently as it was designed. Since I finally got the approval to use my own vendor after a month and a half of companies chosen for me all I'll be waiting on is the reimbursement from that visit from the company I chose.
Sincerely,
[redacted]

December 4, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: 10978140: Bradley  TX-2007255Dear Ms. [redacted]:We have received the
customer’s complaint, and...

addressed the issue directly with the customer.Sincerely,Carl [redacted]Escalated Special Handling

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

March 19, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] VA-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry and apologize...

for any confusion or delay in the addressing of the issue.  When the customer filed this claim, they addressed multiple issues with the plumbing at the property.  The technician assigned to this issue called us with a diagnosis, but only advised our office of the primary issue, which was not covered under the contract.   Having reviewed the issue, and being advised that the other issues are not related to the non-covered failure on the outside of the property, we have assigned a new technician to evaluate the other issues (as the first technician declined to address the situation).  We await their diagnostic report.   Sincerely,   [redacted] Office of the President

August 31, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] AR-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint, and resolved the issue with...

them on the afternoon of August 22, 2016.        Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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

Complaint: [redacted]
I am rejecting this response because: not an adequate reply.  This is August 5th without a new refrigerator or payment to replace, more than a month from filing initially.  
Sincerely,
[redacted]

March 13, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] TX-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry and apologize...

for the delay in their payment.   We are expediting their check, and have called them to confirm.   Sincerely,   Carl [redacted] Office of the President

August 3, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the following...

response.   On July 14, 2017, the customer filed the following claim online:   “Covered Item Problem: Freezer is defrosting Brand: Frigidaire Has this item ever worked?: Yes When did you first notice the problem?: About a week ago Have you moved into the home?: Yes When did you move into the home?: 06/13/2017 Q & A: Q: Please tell us what type of refrigerator you have A: Side by Side Q: Please tell where the refrigerator is located A: Kitchen Problem Description: Freezer won't stay sealed. Problem started about a week ago. We taped it and it worked for a day or so, then it started defrosting again.”   This was not a claim that was called into our office, and the customer did not initially discuss this claim with our representatives.  We will not reimburse the fee she paid to the technician, for the requested service call.   Sincerely,     [redacted] Office of the President