Home Warranty of America

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]

July 20, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry and apologize for the lack of a return...

supervisor call.   I personally have spoken to the customer, and have processed the approval of their dishwasher repair. The technician is ordering the replacement part.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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

with them directly.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

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

June 22, 2017   [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.   The customer claims the initial vendor that was sent to their property damaged their system.  Per our contractual agreement with the customer, Section VI.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.”   The customer is demanding that we take financial liability for damages that they claim the technician caused to their property.  Even if this did occur, we are not liable financially for the technician’s actions.   This is why the technician carries liability insurance. If the customer wishes, we can provide  it to the customer at their request.   Sincerely,     [redacted] Office of the President

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: 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 8, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MN-[redacted]   Dear Ms. [redacted]:   We have made our points in the prior response, and the customer’s public legal threats will not change the fact that these problems were not only related to a prior improper repair, but would have been detectable during the referenced ‘tune up’.   The customer is free to take any further steps deemed necessary, and we will respond as needed.   Sincerely,     [redacted] Escalated Special Handling

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

July 31, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]  NC-[redacted]   Dear Ms. [redacted]:   The customer’s payments are being refunded.  One was addressed on July 26, the other on July 30.  The customer has the ability to reopen the claim if they desire, but the payments are being returned, whether the complaint is open or closed.     Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:You claim to have made contact with me June 18, 2016? I have still yet to receive one call from your company and to my knowledge still have yet to order the part needed to make my repair. I did call your company myself yesterday, to inquire about the "cash out" amount which is ridiculously low and takes 4-6 weeks to obtain.  So please refrain from making lies upon contacting me and ordering parts. I would love to have a phone call from your company to discuss further. Over two weeks without A/C with 90+ degree days is a little dangerous for living conditions, wouldn't you say? 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:HWA may have marked my contract to auto renew, but I CERTAINLY did NOT mark anything to auto renew. I know they don't have any proof of that and could not provide it. They did, in fact, return my money for the renewal that I did not give authorization for, however they kept my money for ten weeks before they returned it. I was told repeatedly that it would be six weeks. I have all of the documented proof of all of this.    In July of 2014 I did indeed file a claim. The reason for filing the claim was because my primary condensation drain line was clogged and water was running out of my secondary condensation line, from the PVC pipe outside my home. I did NOT file a claim for a water leak, as [redacted] states in his response. Air conditioner systems are supposed to leak water from the condensation pans.  HWA people that I talked to on the phone, asked a lot of questions, as always, about the exact nature of my problem. My air conditioner was working fine. The ONLY problem was a clogged drain line and that is what I filed the claim on. Therefore if this problem is not covered in my contact, and is a non-covered maintenance issue, just as [redacted] states, then tell my why they sent a technician out to look at it and charge me $60 to tell me that they don't cover it. HWA should be able to know what they don't cover and they should have told me on the phone that this issue is not covered on my contract. However they did not do that. They are the ones that called the technician out which cost me $60 for nothing.  [redacted] has made two false claims so far in his response. His third concerns the maintenance contract. I was specifically told that if I was to purchase a maintenance contract, that this type of condensation line clog would be covered then, but because I had not purchased one, that it would not be paid for.     This type of business practices is why this company has so many complaints filed against it.
Sincerely,
[redacted]

July 6, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]  MI-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and are processing their...

refund.  As a claim was filed, and a technician advised they could service, we need to make sure no payments are due to the technician for the service, before addressing the customer’s cancellation.     Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

June 28, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]  MO- [redacted]   Dear Ms. [redacted]:   The customer should then contact our office to report the issue, so the vendor can be sent to re-evaluate the issue.    Sincerely,     [redacted] Office of the President

August 8, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] AZ-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and ordered the equipment that we were advised to order. (both times)    We apologize for the delay, and have been advised that the install is occurring today.   Sincerely,     [redacted] Office of the President

August 24, 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 inquiry, and provide the following...

explanation.    The customer has had a warranty with our company for almost 6 years.  They reference a number of prior repairs to their range.  We will address their referenced claims, and a few others.   (Please note:  Per contract section VI.I:  “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.”)   On January 11, 2011 (5 days after move in), the customer reported a failure with their microwave on its initial use.  Per the technician’s diagnosis, the unit had not mechanically failed, but the customer wanted a replacement microwave, based on a noisy fan .   On August 26, 2013,  the customer opened the following microwave claim online:   “Covered Item Problem: Unit Is Sparking Brand: GE Has this item ever worked?: Yes When did you first notice the problem?: Today Q & A: Q: Please Tell Us What Type Of Microwave You Have A: Built-In Q: Please tell us how many times this item has worked properly since the contract start date A: One Time Problem Description: The micro wave is sparking, grinding and now I have ants inside the microwave. The is a hazard.”    At that time, though the unit was repairable, the customer demanded a replacement, filing a Revdex.com complaint, insisting that the unit was a ‘hazard’ and that a replacement be provided.   Now, the customer is performing the same tactic, to coerce the warranty to replace her repairable range.   In December 2014, a bake element had failed, and was replaced.   In May 2015, a burner switch had failed, and was replaced.   In January 2017, A burner receptacle and thermostat had failed and were replaced.   Now, in August 2017, the customer has opened the following range claim:   “Covered Item Problem: Free Standing Range/Oven/Cooktop (Electric) Brand: GE Has this item ever worked?: Yes When did you first notice the problem?: Two days ago Q & A: Q: Please describe the problem A: Burners not heating or coming on Q: Which burners are you having a problem with? A: All Burners Q: Please tell us how many times the specific item that is not working, has worked properly since the contract start date A: Two Times Problem Description: Burners will not heat up, sparks coming from connecting and small amount of smoke coming from burners. Two eyes that has past work are not working properly and other burner are failing to work. Covered Item Problem: Free Standing Range/Oven/Cooktop (Electric) Brand: ** Has this item ever worked?: Yes When did you first notice the problem?: Yesterday Q & A: Q: Please describe the problem A: Other Problem Description: The oven door was reported on last claim as not staying open and shutting on your arm as you place items inside. This very dangerous and has caused burns. Light has blown out and smoke came from the light fixtures inside of the oven. My oven is very unsafe and getting to a hazard to use. Again I have reported this over door and no repairs was made now it's getting worst. Again, the customer is reporting that a repairable appliance (with non-covered oven glass failures) is a ‘hazard’, and has filed a Revdex.com complaint, to arrange a replacement range from the warranty company.   We apologize to the customer, but we will not replace their repairable unit.  They can accept the repair, providing payment for the non-covered glass, or we will provide them a check for our cost of the repair, as allowed by contract section VII.O, which they can put towards a replacement.   Sincerely,     [redacted] Office of the President

July 22, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] GA-[redacted]   Dear Ms. [redacted]:   The customer is not looking for a response here.   He has spoken to a supervisor, which is what has given his single eligible claim ‘traction’.    Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

October 20, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]: [redacted] TX-[redacted]   Dear Ms. [redacted]:   We received the...

customer’s complaint and this issue was resolved with the customer prior to the complaint being received.   Sincerely,     [redacted] Claims Special Handling