Home Warranty of America

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]

Initial Business Response /* (1000, 5, 2015/08/03) */
August 3, 2015
Esther [redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: 94562044: Henderson TX-1842280
Dear Ms. [redacted]:
When the customer's contract was opened...

electronically with our Company, the person who opened it outside our Company provided an incorrect start date for the Contract. When the customer called us on Saturday July 18, 2015, to file her Air Conditioning claim, we needed supporting documentation to change the date that was provided(the date provided prevented the claim from being filed). The customer provided the documentation, and we filed the claim.
The customer's unit was serviced the day this complaint was filed, and though we have called the customer to confirm the service, they have not responded.
We are sorry for the delay, and hope the issue was addressed.
If you should have any questions or concerns, I can be reached at extension [redacted].
Sincerely,
Carl [redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hadn't responded because I was out of the country. The problem was solved, but we were told an entirely different story in regards to the process and how to get the problem corrected. If we had been informed of how to properly resolve the issue, we would not have spend a week in a hot house.

August 2, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] PA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and have contacted them, to...

provide the requested offer.   We are waiting to hear back from them to resolve the issue.   Sincerely,     [redacted] Office of the President

July 11, 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. Per our agreement, section 3.C:   “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service (emergency usually considered to be loss of life or peril).”   We attempted to arrange same day service for the customer.  Unfortunately, there were no technicians available.  This does not mean that the warranty is liable for the overtime charge the technician assessed the customer for weekend service, or his additional costs for refrigerant.     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

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

Complaint: [redacted]
I am rejecting this response because: 1. Although a customer service rep. contacted me regarding the refrigerator claim, she explained ot me that HWA could no longer source a certified sub zero service company to repair my unit, that I would have to do that on my own, then have another evaluation done (my third one so far) and have that service provider call into HWA to obtain approval by HWA to repair my refrigerator. So, I did find one provider (took me 2 minutes on-line) and made those arrangements. All HWA did was shift the responsibility to me to find a provider, and arrange all of the logistics to get this unit fixed, despite HWA having sent two of their own certified providers? Who runs a business like this?  I have made those arrangements and will work the process, but I will not consider the claim resolved until the refrigerator is repaired and paid for under my HWA homeowners warranty.  Additionally, I inquired about my open claim on my microwave oven, which claim was processed the same day as my refrigerator claim (July 5, 2016) which is supposedly in the hands of the "options" department for final determination on resolution? It's a microwave, it's broken, two technicians confirmed it - really, what else is needed? 
Sincerely,
Richard [redacted]

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

January 21, 2016 Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]  SC-2165710 Dear Ms. [redacted]: We have received the customer’s...

complaint and are providing the following response. The Customer purchased our Contract at the closing of his property on December 4, 2015, and moved into the property on January 6, 2015. On January 8, 2016, the customer called and advised that two days prior, they noticed the kitchen refrigerator not working at the time they moved in. The claim was processed, and we assigned a technician to diagnose  the unit. On January 12, 2016, the technician reported that the 7 year old unit was leaking internally, with a failed compressor.  Per our contract, Section I.A.2: “Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.” As the unit had never worked properly under the Contract, we had requested the customer’s inspection, to determine if an issue with the water heater was known or was detectable by visual inspection or mechanical test. Per the inspection document, it states that the refrigerator was not inspected.  As the unit never worked properly, per the customer, and the issue could have been noticed by visual inspection or mechanical test, as it was when the customer moved in. we declined to provide coverage for the refrigerator that never worked properly under contract. As a courtesy, we have offered to refund the customer’s trade service fee, which was accepted.    Sincerely, Carl [redacted] Escalated Special Handling

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

December 20, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]) IL-[redacted]   Dear Ms. [redacted]:   We are sincerely sorry for the delays in...

completing the customer’s replacement caused by the manufacturer being out of the needed unit, and the delay in shipping the needed replacement.    The replacement could have been done on the 18th, and was completed on the 19th, at the customer’s request.     Sincerely,   [redacted] Office of the President

February 23, 2017   [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 complaint, and provide the following...

response.    This complaint is referencing two optional coverages the customer added to their contract.   They are:   SEPTIC TANK PUMPING:  INCLUDED: If a stoppage is due to a septic tank back up, then HWA will pump the septic tank one time during the term of the plan. Coverage can only become effective if a septic certification was completed within 90 days prior to close of sale. HWA may require a copy of the certification prior to service dispatch. EXCLUDED: The cost of gaining or finding access to the septic tank - The cost of sewer hook ups - Disposal of waste - Chemical treatments - Tanks – Leach lines - Cess pools - Mechanical pumps/systems.   SEPTIC SYSTEM (Per Tank)/SEWAGE EJECTOR PUMP: INCLUDED: Aerobic pump, jet pump, sewage ejector pump, septic tank and line from house to tank. EXCLUDED: Tile fields and leach beds, leach lines, lateral lines, insufficient capacity, cleanout, pumping (except if purchased under separate option), seepage pits. LIMITATIONS: HWA will pay no more than $500 in the aggregate during the Contract Period.   On August 28, 2014, the customer opened a septic/sewage ejector claim, stating their pump was not working and the alarm went off.  We immediately assigned a technician to diagnose the system, who reported that the system tank was full, with a seized ejector pump motor.  The motor replacement repair was below the $500.00 cap.  The customer was charged $120.00 for waste disposal, which is excluded from our coverage.  They approved the non-covered costs, and the clam was completed.     On February 5, 2017, the customer filed the following septic claim online:   “Covered Item Problem: Pump is making a humming noise Has this item ever worked?: Yes When did you first notice the problem?: To[redacted] Problem Description: Sewer pump alarm came on. Don't know why. Need someone to come out ASAP to fix it.”   We immediately assigned a technician to diagnose the system, who found the customer’s aerator pump burnt out.  The aerator pump costs more than the customer’s $500.00 cap, so the customer was charged the difference in cost ($690.00, plus their $60.00 trade fee, which equals their $750.00 demand.)   So, to address the customer’s allegations directly:   The repairs in 2014 and 2017 were totally different failures within the septic system. The customer paid $120.00 for waste disposal, beyond their trade fee in 2014. The customer is responsible for the $690.00 non-covered cost (over the cap), in addition to their $60.00 trade fee.    We are sorry that a long standing customer would file this incorrect complaint publically, rather than address this issue with us directly.   Sincerely,     [redacted] Escalated Special Handling

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

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.
The local personnel I came in contact with made this issue go away. I hope in the future to deal with them instead of having to wait the excessive wait times for your normal line. If you could hire more people like the one I worked with locally, things would have gone a lot smoother. The AC was installed correctly and working at this time.
Sincerely,
[redacted]

November 20, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: [redacted]: [redacted] MN-1024134Dear Ms. [redacted]:We have received the
customer’s complaint and this...

issue was resolved with them directly as of yesterday.
 Sincerely,Carl [redacted]Escalated Special Handling

August 4, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] OK [redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and as of yesterday, the...

unit was available for pickup and installation by the technician.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

April 11, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: [redacted]  OK-[redacted] Dear Ms. [redacted]: We have received the customer’s...

complaint and are providing the following response. On July 27, 2015, the customer acquired our warranty, in reference to the purchase of a new home. Per information provided by the customer, he moved in to the property on August 17, 2015. On September 18, 2015, he reported that his AC unit had been freezing up intermittently for the month he had been in the property. He also reported that when the property had closed, the unit was blowing warm, and a ‘repair’ had been performed on the unit. Per our contractual agreement, we assigned a technician to diagnose the failure with the customer’s system. On September 23, 2015, The customer advised that the technician had come out and found a failure with his evaporator coil.  We called the technician, who advised that the diagnosis would be called in shortly after review. On April 5, 2016, the customer called back, reporting that the technician added refrigerant  to his system, but did not replace the coil.  As it had had been 6 months from the initial call and we had heard no update from either party after speaking to both on  September 23, 2015, we advised we could open an new claim and send the technician back to evaluate.  The customer disputed this,  and requested to speak to a supervisor. (Which is why he filed this complaint, stating the supervisor did not get back to him-the customer received a message from the supervisor as he requested on April 6 & 7, and has not returned either call) At that time, we also called the technician again, to get the diagnosis from September. On April 6, 2016, we received the diagnosis, that his 30 year old evaporator coil had worn out due to age. As his unit had been freezing up intermittently for the month he had been in the property, this indicated that the unit was not in proper working order. 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 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.” So, we  have contacted the customer, and left a message requesting a copy of his inspection (which we assume will indicate a defect with his AC, per the customer’s prior statement), and documented specifics of the ‘repair’ that was done prior to the Coverage Period Start Date.  Again, we have received no response. Sincerely, [redacted] Escalated Special Handling

November 14 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] FL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response.   On July 1, 2016, the customer called our office to renew her contract that had expired two days prior.  She did not discuss the addition of septic coverage, nor did she pay for it. She did call 14 days after renewal and was advised it was not included in her coverage. In November, she attempted to file a claim on her septic tank, claiming it was added in July.  At that time, the origination call was reviewed, and there was no discussion of adding the coverage.   It would appear that the customer now feels we should provide four months of free coverage, because they did not add septic coverage to their contract.  If the customer wishes to cancel her contract, we will do so per VII.E,  and would not provide a full contract refund.   Sincerely,     [redacted] Claims Special Handling

September 15, 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 response.   On June 13, 2017, The customer/landlord reported that, per their tenant,  the washing machine was leaking, but was not currently and wished a technician to check out the unit.   On June 20, 2017, The technician found debris in in the float switch reservoir, cleaned it out, and the unit worked properly with no leaks.  (This is not when a sensor was installed)   On August 26, 2017, we were advised the unit was leaking again.   On September 7, 2017, the technician advised they were out the prior day, and though there was water in the base of the machine, there was no sign of leakage.  As the technician could not determine the failure, we assigned a second opinion to re-evaluate the issue.   On September 11, 2017, the technician reported that the contactors (sensors),  had failed and recommended we replace them and the fill switch, which could be addressed by the following day.   On September 12, 2017, The customer requested a cash out on the cost of the repair. We provided the amount, and the customer filed this complaint.   We are sorry that the customer can no longer trust the washing machine in the unit.  As the unit is repairable, we would provide for the repair or a cash out for our cost of the repair. We would not be able to replace the unit, just because the customer fears another future failure with the unit.   Sincerely,     [redacted] Office of the President

May 11, 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  have approved repairs to the...

unit on January 20, March 22, and On May 8, 2017.    The customer has told our office that he wants the unit replaced, but without a diagnosis stating that need to be done, we will not replace the unit.   Sincerely,     [redacted] Escalated Special Handling