Home Warranty of America

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

November 8, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] IL-[redacted]   Dear Ms. [redacted]:   The customer has received the licensed and insured technician’s diagnostic information, stating that their unit did not fail due to normal wear.   It is the customer that is looking for a different diagnosis, and they should pay for said diagnosis    The customer is responsible for a trade service fee, and per their statement it was paid.  This does not mean that the warranty will pay for all subsequent fees, until the customer us satisfied with the technician’s diagnostic/repair.   The warranty will not pay for additional diagnoses, and will not discuss any possible technician reimbursement unless the customer provides a diagnosis from a licensed technician that supports their position.       Sincerely,     [redacted] Office of the President

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: 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]

July 13, 2017   [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 message, and have contacted them with the requested cash out amount.  We are waiting for their call back.   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 is satisfactory to me.
Sincerely,
[redacted]

October 17, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: Te MO-[redacted]   Dear Ms. [redacted]:   The refund the customer is requesting is for the maintenance of his...

tankless water heater, which is not eligible under contract.   As the customer has cancelled his coverage, as a courtesy, we are providing him a full refund of the contract cost.  We will not reimburse his water heater maintenance costs.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

October 3, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] UT-[redacted]   Dear Ms. [redacted]:   On September 19, 2017,  a home warranty was ordered from...

our company, on the customer’s newly purchased property.   This contract, which provides coverage for a majority of the appliances and systems in the home and requires all systems and components to be in proper working order, was purchased at a cost of $450.    Five days later, the customer noticed the pilot going out on their water heater.   On September 25, 2017, the customer filed a claim for their water heater.  Per contract, we assigned a technician to diagnose the failure.  The same day, a technician was onsite and reported that the customer’s 50 gallon 21 year old unit had a inoperative pilot light, that was no longer available.  The technician recommended that the unit be replaced.   Per contract section I.B.7:   “Covered System(s) and Component(s)” means (i)systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property; (ii) are in proper working order on the Coverage Period Start Date and (iii) 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.”   As a pilot light would not go from proper working order to complete failure after only five days use, we requested the customer’s home inspection, to confirm proper working order, per contract section VI.A:    “If a Service Request is made pursuant to this Contract, HWA reserves the right to request a copy of any visual or mechanical test that may have been performed by a home inspector or other licensed mechanical contractor.”   Per the inspection:   Under areas requiring further evaluation, it references the water heater, with the statement, “A 50 gallon, 38,000 BTU unit is installed, ANSI dated 1998, Typical life of a gas water heater in this area is approximately 8 - 12 years primarily related to the effects of hard water on these systems. Due to the age and condition of the installed unit, See Conditions section for further information. Consult with a licensed plumber for information on the serviceability of the functional components.” Recommend installation of an expansion tank or valve for added safety at the water heater. Units are cracking/popping when operating, consistent with a unit at/near the end of its useable life. Rust/corrosion noted at the tank and in the combustion chamber, unusual flame pattern noted - flame burns with a predominately yellow hue, indicators consistent with a unit in need of service. Recommend consulting a qualified professional for further evaluation of the entire system and any maintenance or corrective options.   Thus, the inspector recognized signs of failure with the existing unit, and required/strongly recommended the further evaluation of the water heater prior to closing.  This was not done.  Had this occurred, the failure with the water heater would have been detectable, as it was by the technician six days after closing.    We are sorry, but we will not replace the customer’s water heater that was not in proper working order.    Sincerely,     [redacted] Office of the President

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

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 under the assumption we actually get our 450 dollars as promised
Sincerely,
[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

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]

May 30, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] NV-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response....

  On November 18, 2016, the customer filed a claim on his washer, stating, that it was shaking,  not working or advancing .  Per contract, we assigned an authorized repair technician to service the unit, and we received no further information on the issue, until May 16, 2017, when the customer reopened the claim, stating  ‘the vendor was unable to reach him due to the customer being in and out of town’.   We received the diagnosis from the second authorized repair technician , who stated:   ‘Complaint - BANGING , MAKE A LOUD NOISE. THE CABINET APRON BRACKET IS DAMAGED BY OVERLOADING. THE MOTOR HIT THE BASE ,THE ROD ABSORBERS ARE DAMAGED FROM THAT TOO. THE SHIFTER HAS A ERROR CODE AND CAN’T SHIFT TO AGITATE. THE PULLEY TOUCHES THE WASHER BASE TOO. WATER LEVEL SWITCH NOT WORK. PROPERLY ALL THE TIME.’   Effectively, the inner mechanism of the washer had been crushed, due to the unit being overloaded with clothes.   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 breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”   The overloading of a washing machine is not normal wear and tear, and not covered under our contract.   The customer is claiming that the technician damaged his unit, and wants a second opinion.   We have received no information that indicates there is a problem with the technician’s diagnosis, besides the customer’s angry statement, based on the rejection of his claim.  If the customer provides a diagnosis from a licensed technician that disagrees with the first opinion, we have no problem sending a third technician at no cost to the customer.     Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:we were verbally told by both HWA and the contracted company that there was a process for payment if a third company was going to be involved. It wasn’t until we sent the bill from the third company that we were told of the buyout process. $43 dollars is hardly compensation for the work completed. The work wasn’t completed through the original company and we fell that the service fee paid to them should be credited. 
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

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]

Complaint: [redacted]
I am rejecting this response because:We did finally receive the oven. However, they never addressed the dozens of phone calls that went unanswered, the dozens of times we were promised someone would call us back and never did, the dozens of times they provided incorrect information etc.  Because of their poor customer service and the aggravation it cased I would not recommend this company to anyone. There was no where to turn. We were at their mercy and could literally NEVER get information or call to let us know what was going on. We always had to call them. Over and over and over again.  On top of all that, it does not take over 4.5 months to get an oven. It just doesn't. I'm in the building trade and I could have built an entire house with thousands of items that need to be ordered including all appliances in the time it took them procure ONE oven which was readily available online and could be had in 2 days if we had ordered it. The time and frustration involved makes even having this service is of questionable value. Between my husband and myself we spent more hours of our time trying to find out about this claim than the claim was worth.  [redacted]  
Sincerely,
[redacted]

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,
Nicole [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

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]