Home Warranty of America

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

May 18, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] OH-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response....

  There is no conflict with a service company and a warranty company having the same parent company.  The customer’s implications of impropriety are unsubstantiated opinion.   The plumbing failure in question was caused by two pipes that were incorrectly installed  in direct contact.  This is not normal wear and tear, and excluded from our coverage.   The complaints filed by other parties on the Revdex.com website, have nothing to do with this customer’s claim.   We have spoken to the customer and resolved the issue with them directly.     Sincerely, [redacted] DE Services HWA Claims Handling Manager

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

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

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]

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

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

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

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

following response.   On July 1, 2015,  the customer began their current 12 month contract term with our company.   On April 12, 2016, they filed a plumbing claim, addressing a leak in her bathtub.  A technician was sent, and a repair approved.   On May 18, 2016, the claim was reopened, with the customer mentioning a failed toilet and a failed faucet.  (Please note: the customer has no coverage for the faucet on this contract)   On May 23, 2016, the customer opened an additional claim for a faucet, and a leaking sink. The customer had not heard from a technician in reference to the issues.    On June 3, 2016, the customer was advised that they did not have coverage for faucets.   On June 6, 2016, we received an e-mail from the customer, requesting that her contract be cancelled.     Per contract section XII.D:   “If contract is canceled, the Home Owner shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less service and administrative costs incurred by HWA™;”   The customer’s term goes from July 1, 2015 to July 1, 2016.  Since she requested to cancel on June 6, 2016, there would be no funds remaining for the unexpired term, less costs.     We decline the customer’s demand for a full reimbursement, as there are no remaining funds to reimburse.   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

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business as I have still have not received a promised phone call from a supervisor and I was informed that I would be charged for a second opinion even though the first opinion came...

from their selected technician. I have attached the email that was sent to HWA that I was copied on from that technician. As the email states "Flashing" not counter flashing and some tar paper failing. Per my conversation with Brooke at HWA I was told that the tar paper would fall under a category of approved but since it is due to the "Counter Flashing" they will not cover it. After speaking to their technician he informed me it was not the "Counter Flashing" I would like HWA to apply what their own technician has said, if they would like to send out a second technician at their own cost. I would be fine with that. Please see the email below from the technician. I have since received an email from HWA asking me if my "Covered roof leak repair has been repair and to rate the service". I am also curious as to why I am receiving an email from HWA with the title of the email saying "COVERED CLAIM" and referencing the claim numbered associated with this claim.
Email to HWA from Service Technician
The problem is water is leaking past the flashing caused by buildup of debris and some tar paper that is failing ( see picture) . we will be removing approximately 1 square of concrete roof tiles repairing roof and re installing same tiles
Labor approximately 6 hours 2 people, 95x6=$570
materials 65
sub total $635
Trade call fee $75 -$75 paid by owner
Total to complete work $560
Please send work authorization number
Charles [redacted]
REMODELING AND REPAIR, LLC.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution half truths ... to me.
I bought my Town Home in May of 2015 and it came with a Home Warranty (Home Warranty Of America). I don’t know how long the home was vacant. When I move in, I needed to a lot of upgrades for safety reasons. While settling in I noticed the A/C was not cool well. So, I call HWOA and they said that the problem was not covered, naturally I was not a happy person. So, I called my Realtor and with great effort they contacted the National Sales Manager [redacted] to discuss the issues I was having with my A/C. In the meantime my ceiling (Dry wall) was flooding with water because the A/C dranige was not function properly … they would not cover that either. After days of complaints the finally agreed to fix the problems. They did not have to correct or change any ductwork as stated in their response. So let me close in saying that I would like to get this resolved ASAP! Thanks Kindly, [redacted]
Sincerely,
[redacted]

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]

July 21, 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 apologize for the delay in...

response.  We have contacted the customer, and are providing the requested cash out.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

January 19, 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 received the customer’s complaint, and addressed the...

issue with them directly.   Sincerely,     [redacted] Escalated Special Handling

September 15, 2016   [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 complaint, and provide the following response.   The repair of the customer’s dishwasher has been approved.   Per the Refrigerator claim filed online by the customer on July 11, 2016;   “Covered Item Problem: Ice Maker Brand: Whirlpool 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?: 06/24/2016 Q & A: Q: Please tell us what the problem with the ice maker is A: Is Not Making Ice Q: Please tell us how many times this item has worked properly since the contract start date A: About 3-5 Times 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: There are two problems 1. The ice maker is not working 2. There is leak in the refrigerator by the water filter     [redacted] Gold medel # [redacted]   ser # [redacted]   Thanks, [redacted]”   We sent a technician to diagnose the ice maker, who found the power supply in the door broken due to long term use.  The failure would not have occurred in 3-5 uses. Per the contract language, in 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 breakdowns due to insufficient maintenance if at the time the issue or breakdown 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.”   We requested the customer’s inspection, but the refrigerator was not inspected.   Had this been done, the failure with the power supply would have been detected.  Since the unit was not in proper working order, we will not address the Refrigerator failure.   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] IL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response.   On the evening of May 25,  2016, the customer filed the following claim online:   “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: Yes Q: Please tell us how the heat worked for you A: No Problems Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Everything is on and running but we are getting very little cooling Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this season. A: Never Problem Description: We bought the house in December 2015.  Today is the first day we tried to cool our house.  It is not cooling or bringing the temperature down The claim stopped based on the information received.  We called them the following day, to confirm the information provided, but there was no answer, and no voicemail.”   Per our agreement, we assigned a technician to diagnose the issue.  The customer called the following day, stating the technician could not service for two weeks. We reassigned the claim to a technician that could service the following day.   On May 27, 2016, the technician reported the unit was empty of Freon, and thought there was a leak in the coil.  He could not confirm the specific location or cause of  failure, and had no time to address the claim.  We attempted to send another technician to determine the failure, and if it was eligible under the contract, but the customer replaced the system outside the warranty. Per our contract, section III.D:   “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.”   Since the unit never worked properly under contract, and we could not determine the specifics of the failure before the customer replaced the system, we will not reimburse for their HVAC replacement. As a courtesy, we will provide a full refund of their contract cost, upon receipt of their written request to cancel the contract.    Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

September 15, 2016   Lucille [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 complaint, and are in discussion with them, to address the issue.   Per contract, section I.B.VII:   ““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 breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”   The technician that performed maintenance for the customer, advised them of a number of issues that were ‘failing’(as many technician’s do). They addressed parts of the system that would possibly fail at some future point, but were still working at the time of the maintenance.   As the warranty does not address failures that have not yet occurred, we would not address the issue.  (Per the customer, there was a heating failure with the unit that had never been used under contract, which is being addressed with the manufacturer.)   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager