Home Warranty of America

Complaint: [redacted]
I am rejecting this response because: the service work is yet to begin. The defensive tone with which the previous responds was delivered is a shining example of the low quality service this warranty company provides.  When the service is complete we can revisit my acceptance of the claim.Further, I do not find it ironic that the claims only began to have traction once I engaged the Revdex.com.
Sincerely,
[redacted]

August 25, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] ([redacted]) LA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and the...

technician repaired the system, without authorization (because it was not needed), the day the complaint was filed.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:Please note date of Sept 26th !! As if, hey, they performed. Our claim was called in on Aug 27th. Over a month for a simple repair to our AC-- install another compressor. Had they a humane policy in place for AC repair during a heat wave, their vendor could have gotten the compressor here in town and installed it the next day, the third day of the heat wave. Instead, HWA chose a bizarre and rather deadly approach to our dilemma, no AC for over a month. For no reason other than mismanagement, poor data base tracking, inattentive call center clerks, antiquated policies requiring shipping of parts across the country when the part was available locally, inability to communicate with the chosen vendor, and stonewalling by management. It is our position that this company feels no particular accountability to consumers that they have contracted with, in our case, for years. When it came to taking our money every year, no problem. When it came to helping us for a simple repair, big problem
Sincerely,
[redacted]

July 12, 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 message, and contacted them with the requested...

cash out offer, which is in process, and is being expressed to the customer.   Sincerely,     [redacted] Office of the President

January 30, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: 11951745 : Buckner IN-2343472   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response.   On May 6, 2017, the customer opened a contract with Home Warranty of America.    On or around October 17, 2016, upon the initial use of the heat, the customer called a company for maintenance, who noticed a mechanical failure with his heating system.    On October 24, 2016, the customer filed a claim with us, advising that a problem was noticed with the furnace the prior week, and the furnace has never worked properly under contract. Per our agreement, we assigned a technician, to determine the failure with the furnace.   As it would appear that scheduling difficulties occurred between the initial technician and the customer, we assigned a second opinion, at no fee, to provide a diagnosis. Per the second opinion, there were numerous cracks in the furnace’s heat exchanger, which would not have occurred in a few days use under the contract.  Per 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.”   We requested the customer’s home inspection, to confirm the unit was in proper working order.  Per the inspection, performed on April 4, 2016:   “Fuel Furnace: Last service date is over one year ago, or is unable to be determined. Although this unit appears to be operating properly from controls, there are areas which cannot be seen without specialized equipment and training. One such area is the combustion chamber / heat exchanger where cold air blows across the "fire box", becoming the hot air that circulates throughout your home. During the life span of any furnace, this metal wall may develop a crack or a broken weld, allowing carbon monoxide to circulate throughout the home. This is why furnace specialists recommend a complete inspection annually; consider having unit inspected by certified HVAC technician.”   As the inspector recommended further inspection by a certified HVAC technician, and such a visual inspection of the heat exchanger would have detected the mechanical failure of the unit, we would not address the replacement.   The customer has requested to cancel their contract, and we are addressing any reimbursement for the requested cancellation.  We would not reimburse $4000, for a unit that never worked properly under contract.  Sincerely,     Carl [redacted] Escalated Special Handling

September 20, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted] MN-[redacted]   Dear Ms. [redacted]:   We have sent a technician out to the customer’s house to diagnose the customer’s HVAC issue. A claim was processed, and sent to the technician.  The technician came to the customer’s home, but the customer states the technician did not diagnose their AC system.  It also would appear that no trade fee was paid.   If the customer is stating that his AC unit has not failed due to normal wear, there is nothing further for us to discuss.   ((The customer is communicating with me directly, and is consulting with a third party, to review the contract))   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

October 20, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the...

following response.   We are sorry to hear that the customer and vendor assigned has difficulty in establishing an appointment.  Understanding how this could occur, we offered the customer the option to get their own technician, to expedite the issue.    Per their contract, section III.E:   “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less. The Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visit.”   We understand that the customer contacted their own technician, but they are still responsible for paying the trade fee required per contract, and this will not be reimbursed.   Sincerely,     [redacted] Office of the President

January 22, 2016 [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 are providing the following response. On November 9, 2015, the customer purchased our Gold 13 month warranty. On November 24, 2015, the customer called our office, and after reviewing our coverage, increased his coverage to the Diamond level, and added the optional coverage of Green Plus.  At the time of the call he advised that he had a Hot Tub/Spa, and was looking to add coverage. Per our Contract, section VI.A: “IN GROUND OR BUILT INTO A PATIO OR DECK POOL AND/OR SPA EQUIPMENT” On this call, the customer never mentioned that his spa/hot tub was a portable unit, and when the statement was made about the unit being ‘in the deck’, the customer did not correct the representative. On the second call, when he purchased the coverage, he advised that it was outside and above ground, but did not advise us that it was a portable (not built in) unit. As a courtesy, we have refunded the cost of the coverage to his credit card, but as a technician came out and provided a diagnosis of the unit for his trade fee, it will not be refunded.    Sincerely, [redacted] Escalated Special Handling

January 26, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] TN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response.   Per our contract, Section VIII.E:   “If HWA cancels this Contract or if You cancel this Contract after the first 30 days of the Coverage Period then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $30 or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA;”   The existing contract period goes from August 25, 2015, to September 25, 2016, which was purchased at a cost of $460.00.   The unexpired term of the contract, on the date their cancellation request was received (August 16, 2016), was just over a month.  (approximately $35.00)   We have paid over $1,600.00, on the customer’s behalf, in service costs for plumbing repairs and a replacement water heater.   The customer is not entitled to a refund of any portion of the $460.00 paid for their contract, even if we allowed them to cancel the coverage in April, 2016,due to what we paid in service costs on the customer's behalf.   Sincerely,     [redacted] Escalated Special Handling

July 1, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] TN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and are providing the...

equipment to the technician to address the repair.      Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 21, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] TN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and have sent a second opinion, at...

no cost, to re-evaluate the issue.   Per their diagnosis, the unit is repairable, and will be completed Thursday.   Sincerely,     [redacted] Office of the President

January 4, 2018     [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 inquiry, and have approved...

the repair in question.   The technician has the part and will be installing shortly.   We apologize for any unnecessary delay in addressing the pending repair.   Sincerely,   [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: As I have stated in prior interactions with your company:"The hot water temperature control valve only works while on the hottest setting, This indicates that its not functioning properly."Thank for your prompt replies I do look forward to re-reading the same letter every other day.As I have said before I will not accept any response that does not involve the replacement of the temperature control valve.I will be sure to forward all hospital bills related to water burns directly to you. 
Sincerely,
Tyler [redacted]

Complaint: [redacted]
I am rejecting this response because:It will now be 2 weeks since the last call to HWA, and I have not had a single call from a representative in order to schedule the work.  The lack of communication is astounding.I am not requesting a modification to my home; I am requesting a repair of the broken central air system.  I am also not requesting a modification to any contract, but I am requesting that the work be guaranteed.  I have mentioned it in nearly every communication, and it has yet to be addressed:  the contract will expire before the repairs can be verified and I simply want to understand how I can go about obtaining the required repairs.  If HWA does not want to stand by their agreements and vendors, then perhaps it might be easier for them to simply issue me a check for amount of the repairs as quoted by their vendor, and I will hire a professional that would guarantee their own repairs still work when the hot weather season returns.
Sincerely,
[redacted]

February 22, 2016 [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 are providing the following response. Two weeks after moving into the home, the customer reported a draining issue with his [redacted] Dishwasher. To address, we sent a technician to the property, who cleaned out the pump, and then, when the problem continued, replaced the pump. Two months later, the customer reported a cycling issue related to the failure, which the technician stated was due to food on dishes getting caught in the pump. On November 30, 2015, the customer opened a new claim related to the cycling issue.  A different tech was sent, who found a failure with the pump, hos and sensor,  and replaced the parts again. In early February the customer started contacting us, looking for a cashout or replacement of the unit. They reported a week after the part replacement that the problem was still occurring. So, we are looking for a diagnosis of why the problem is occurring so we can address the solution.  The warranty would not just replace a unit or pay for a replacement with out a confirmed cause of failure. We are sending a technician to diagnose the issue. Sincerely, [redacted] Escalated Special Handling

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution may be satisfactory once it is completed. 
Sincerely,
[redacted]

December 5, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: Carrino MO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and contacted them directly to...

address the issue.   Sincerely,     [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because:while the repair was addressed on 8/19, it should be noted that the work which was done may or may not resolve the issue.  This was reported by the manufacturer and by me to Home Warranty of America.  The problem may recur due to the fact that the flushing which was done may be a temporary fix.  The turbine of the tankless water heater may need replacing.  I reported this to HWA.  Further, they did not address the issues of the multitude of phone calls back and forth and the lengthy delay in getting the loss of hot water fixed.  It took 6 days and a multitude of phone calls with wait times of up to 20 minutes at a time to get to this temporary resolve.  Their customer (lack of) service is atrocious!
Sincerely, 
[redacted]
[redacted]

May 12, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] KS-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and their requested inspection was...

received and reviewed the day the complaint was processed. The replacement was approved the following day.      Sincerely,     [redacted] Escalated Special Handling

March 12, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] SC-[redacted]     Dear Ms. [redacted]:   To address the customer’s points:   Service has been provided, per information received by our office March 9. 2018. We are contacting the customer to address the dishwasher issue, and the technician is addressing/has addressed the disposal. Our contract does not state appliances will be repaired in 48 hours. After addressing two issues, we will not provide the customer a full refund.   Sincerely,   [redacted] Office of the President