Home Warranty of America

February 27, 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 rebuttal, and as it basically repeats the opinions of initial statement, there is nothing more for us to add.  As stated, we have waived the fee that he chose to not pay(against the terms of his contract) and we have canceled his contract, as requested, per the cancelation terms of the coverage.   Sincerely,     [redacted] Escalated Special Handling

October 31, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]: [redacted]...

            IN-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint and provide the following response.   On October 15, 2016, the customer filed the following claim for a water softener online:   “Covered Item Problem: Problem with the Motor Has this item ever worked?: No When did you first notice the problem?: About a week ago Q & A: Q: Please tell us if the water heater is A: A unit that you own Q: Please tell us where the water softener is located A: Garage Problem Description: Water softener does not work and will not power on. There is accumulated water in it and black mold.”   A service request was automatically sent, and a technician was assigned to diagnose the issue.   On October 20 , 2016,  the technician reported that the motor failed and the unit was full of mold.  Per our contract, section I.B.7:   ““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including break downs due to insufficient maintenance if at the time the issue or break down was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”   As the customer stated the unit never worked, we requested a copy of their home inspection. As the customer states in their complaint, the softener was never inspected.  Had this been done, the problem with the softer would have been detected.   The purpose of the warranty is to repair or replace items that worked properly during the contract period, and became inoperative due to normal wear.  As the softener never worked properly, we would not address it under contract.   Sincerely,     [redacted] Claims Special Handling

November 9, 2017     [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 provide the...

following response.   Per our warranty contract, Section I.B.7,  the warranty addresses “systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”   The customer’s two HVAC systems, as he states, were in proper working order on the coverage period start date, and  have become inoperative, due to a failed component (i.e.  a leaking inside air handler in each system).  The other primary component, the outside heat pumps, are in fair condition and still work properly.    Unfortunately, due to changes in national HVAC regulations, the coils needed to repair the customer’s air handlers are no longer available, and the entire Air Handler must be upgraded and replaced. The warranty contract would not upgrade the working parts of the customer’s existing system (i.e. the existing external heat pump condensers), so the customer would be liable for paying for the upgrade to that part of the system to match the new Air  Handler, or accept our cash out.        Specific Contract reference:   Section I.B 7: (referenced above) Section V.A: “Except as noted above or when the optional 13 SEER/R-410A modifications coverage is included in Platinum and Diamond Plans, HWA will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment” Section IV.K: “If government regulations prevent HWA from repairing or replacing a covered air conditioning system, or heating system with similar efficiency or capacity, and HWA provides an upgraded unit pursuant to Section V(A) or V(C) of this Contract, then HWA will also pay for up to $1,000 in the aggregate during the Contract Period for modifications or upgrades to valves, line sets, evaporator coils, pads, stands, plumbing, flues, additional costs associated with evacuating and cleaning the system of all R-22 and crane charges required to complete the replacement installation of the heating or air conditioning system.” Section VII.O:  “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.”   The warranty addresses the mechanical failure (i.e. failed air handler) of the component of the customer’s system.  We would not upgrade their condensers to match the air handlers, and would provide and install the replacement air handlers(which the customer’s chosen technician refused) or a check for our cost of the replacement air handlers.   We are sorry, but we can no longer legally repair the customer’s existing system, and contractually would not upgrade the part that has not failed.  With his technician’s position, we can only send him a check, and will do so, upon receipt of his proof of replacement.   Sincerely,     [redacted] Office of the President

June 22, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] GA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and have received the...

diagnosis of their unit failure.  We are currently reviewing the diagnostic information with the customer.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

October 4, 2017     Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: 12421545: [redacted] NC-974725   Dear Ms. [redacted]:   On August 17, 2017, the following claim was made online for the...

customer’s refrigerator:   Covered Item Problem: Ice Maker Brand: Samsung Has this item ever worked?: Yes When did you first notice the problem?: About a week ago Q & A: Q: Please tell us what the problem with the ice maker is A: Ice Maker is Leaking Q: Please tell us how many times this item has worked properly since the contract start date A: More Than Five Times Q: Please tell us what type of refrigerator you have A: Freezer on the bottom Q: Please tell where the refrigerator is located A: Kitchen Problem Description: The ice maker is continuously crushing ice.  When the ice maker is not in use, it leaks water down the fridge and on to the hard wood floors.  Additionally, if the ice collection bin is removed from the fridge (per instructions) you can see that the top of the ice maker appears to freeze, unfreeze and refreeze.   The manufacturer is Samsung.   Per our warranty, the contract provides coverage for the Kitchen refrigerator, with Icemaker, but excludes Ice crushers, as well as water and ice dispensers and their respective equipment.   We approved the recommended repair by the technician, and to our knowledge, the repair was performed.   In mid-September, the customer reported that the technician had not come back to complete the repair. The technician states he has made numerous calls to schedule the return service, and left messages, but the customer has not returned them.  The technician states they have availability to complete the repair Friday.   We would not refund the customer their trade fee, nor would we refund the contract cost, knowing that the technician has the parts, and they just need to be scheduled.   Sincerely,     Carl [redacted] Office of the President

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,
Christa [redacted]

June 3, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] Horen NC-[redacted]   Dear Ms. [redacted]   Per our warranty contract, section IV.A, the warranty provides coverage...

for:   “Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s standard as necessary), toilet wax ring seals - Instant hot water dispensers - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps (used for storm water only) - Built-in bathtub whirlpool motor and pump assemblies - Stoppages/Clogs, including hydro jetting, in drain and sewer lines up to 125’ from access point. Polybutylene piping is covered up to $1,000 in the aggregate during the Coverage Period. Main line stoppages are only covered if there is a ground level clean out available.”   Per the customer’s request, we have received the report from [redacted] and per the  report, there are no mechanical failures with the plumbing in the customer’s home. There are issues with back pitched piping, due to settlement and the pipes not being properly strapped(which is not eligible under the contract).  There are no leaks or breaks in the lines.   Sincerely,     Carl [redacted] DE Svcs HWA Claims Handling Manager

October 5, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] TX-[redacted]   Dear Ms. [redacted]:   We thank the customer for their inquiry, and provide the...

following response.    Per contract section I.B.8, the warranty only addresses systems and components that “become inoperative due to normal wear.”   And per I.A.5:   “HWA IS NOT AN AUTHORIZED REPAIR TECHNICIAN and will not actually be performing the repair or replacement of any systems or components.”   Assuming the technician broke the customer’s furnace, we are sorry that the incident occurred.   Home Warranty of America is not the technician, and is not liable for a non-normal wear failure. We require technician’s that provide service have liability insurance, and have provided that information to the customer by e-mail.     We will not facilitate the repair of their furnace, nor will we refund contract fees, based on the customer’s position.   Sincerely,     [redacted] Office of the President

August 16, 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 provide the following response. ...

  On May 2, 2016, the customer ordered a 13 month warranty with our company at a cost of $440.00.   On June 2, 2017, the contract expired.     On July 10, 2017, the customer renewed the contract with a lapse.   Less than three days later, the customer reported an air conditioning failure with one of their two units. We assigned a technician to diagnose the failure,  and per their diagnosis determined that the failure would not have occurred within such a short period of time.   We received the customer’s complaint, reviewed the issue, called them to discuss the review, and they have not called us back.   We are waiting for their return call.     Sincerely,     [redacted] Office of the President

July 19, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry and have been advised that the failure at...

the customer’s property is a leak in their air handler.  The warranty is addressing that replacement, but the customer needs to upgrade the working condenser/line set to complete the repair. We have advised the customer of their costs, and are waiting for their approval to continue the replacement.     Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

June 29, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] MN-[redacted]   Dear Ms. [redacted]:   The customer has received over $1,000.00 in Air conditioning replacement.   We are sorry they are dissatisfied with the service.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

I am not asking for $1412.50.  The contract that I signed clearly states:"Polybutylene piping is covered up to $1,000 in the aggregate during the Coverage Period"The $412.50 that you are claiming has been spent towards the cap was for diagnosis of the issue, NOT repair of the piping as stated in the contract!  You have said that $587.50 has been approved and is being mailed, the amount in dispute is the $412.50 that you say is towards that cap, but thecontract states is repair of the piping not diagnosing the problem.   Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

October 17, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] TN-[redacted]   Dear Ms. [redacted]:   The customer is addressing two different claims, and we will...

respond individually.   To address the refrigerator issue, they state:   “The day we moved into our new home we discovered a hole in the side-by-side refrigerator that went all the way through to the freezer portion of the appliance.”    Beyond this, the refrigerator was missing two components ( air loom, damper control).   The warranty, per section I.B.7, requires that systems and components be in proper working order on the coverage period start date. The customer’s refrigerator was not, due to a hole in the unit, and multiple missing parts.  The technician advised us that the unit could be repaired and as a courtesy to the customer and their representation, we did so.    At no point were we told that the unit had would be repaired with duct tape, and as that is not a proper repair, we would not address the unit that never worked properly under contract..   The customer’s 14 year old water heater is leaking, and is eligible under contract.   The warranty would not provide an expansion tank (which is not currently in the customers home), a pressure regulator valve (which is not currently in the customers home), a mixing valve (which is not currently in the customers home),  or modifications to the existing water and gas lines, that have not failed, in the customer’s home.   If the customer does not wish to pay these non covered costs, we can provide them a check for $685.00, as our cost for the water heater, the labor to install the water heater and the disposal of the old unit.      Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: Once again......the purpose of the warranty was coverage. If everything was new, I wouldn't need a warranty. My concern now is whether or not the a/c and furnace are covered. Just because they are older does not mean they don't work.
Sincerely,
[redacted]

August 4, 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 contacted them...

directly to confirm the approval and part order.   Sincerely,     [redacted] Office of the President

June 16, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted]  WA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s rebuttal, and provide the following response.   There is no addendum needed, nor does the customer need a confirmation letter.   We have advised the customer of her refund on a recorded line. If she provides her documentation, we will provide the stated reimbursement.     Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 26, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: 11616991: [redacted] AZ-2286497   Dear Ms. [redacted]:   Again, the customer is disregarding the root issue, that his heater never worked properly under the contract, behind a smokescreen of complaints (not relevant to the issue), claims of unethical business practices(unsupported), and unsubstantiated statements about covering his heater, which was never requested or approved.   Contractually, we will investigate an issue that the customer states never worked properly, because it is  still eligible under the contract.   If we determine that the unit never worked properly under the contract, and the problem would have been detectable under visual inspection or mechanical test on the coverage period start date, then we would not address the issue.   We consider this matter closed.     Sincerely,   Carl Hewelt DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: I had to pay $30 after I asked them not to renew. I should not be responsible for paying my bank when I asked them not to take the money and it took so long for them to refund.
Sincerely,
[redacted]

December 1, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] LA-[redacted]   Dear Ms. [redacted]:   Per our warranty contract, section VII.O:   “HWA...

reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.”   We have offered the customer our cost on the repair, per contract, and are waiting for their acceptance of our offer.  We will not provide them their retail cost, or reimburse them for the trade fee paid to the technician.   Sincerely,     [redacted] Office of the President

September 1, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: 11672158: [redacted] IN-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint, and provide the following...

response.   On July 2, 2016, the customer filed a claim with our office, for their Garage door system.   On July 5, 2016, we reassigned the technician, after the first tech could not service.   On July 11, 2016, we approved the technician to replace the garage door system.   Forty three days later, the customer called our office, and complained that the vendor misinformed him about the number of remotes that came with the opener.   Per our 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 are sorry that the customer was misinformed about the number of remotes, if that occurred, but we are not liable for refunding the customer the fee paid to the technician, nor can we have the technician return an opener that has been used for forty three days.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager