Home Warranty of America

Complaint: [redacted]
I am rejecting this response because: The truth of the matter is that the all vendors that I tried to get to work on the A/C stated they had problems collecting payment from the company took them three months to get paid . I finally did find a vendor that would do the work since the home warranty could not find someone. The AC was actually supposed to be replaced today , but the new AC that was installed did not work either so still waiting on repair . My biggest complaint is that the repair was not done in a timely manner.
Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
I am still in the process of trying to resolve this issue. Contact was made by the company and one of the vendors... Still waiting for the other one.

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]

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]

June 22, 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 customer’s complaint, and provide the following...

response.   On July 18, 2013, the customer opened a 13 month contract with our company. This contract expired on August 18, 2014.    On August 18, 2015, the customer called us to renew his contract. That same day, he filed a claim on his AC system, that he noticed was not working the prior day.  This claim was rejected, as the unit was not in proper working order on the day the contract renewed.     On May 23, 2016, The customer filed a claim for his heating system.  At the time of the diagnostic, the technician found no failure with the furnace, a thermostat under manufacturers warranty, and a failure with the AC compressor.  That day, the customer called in a claim for his AC system.   (Please note:  The AC should not have been covered due to the unit Not being in proper working order as of August 18, 2015)   At that time, we addressed the replacement of the compressor, which repaired the HVAC system.   The customer is now stating the unit is not working as well as it should be.  Per multiple diagnosis, the unit is cooling properly.  As the contract requires the unit become inoperative due to normal wear, we will not address additional repairs without mechanical failure of the HVAC system.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 10, 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 addressed the issue directly...

with the customer.   Sincerely,     [redacted] Office of the President

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

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL XXXXX
Re: [redacted]: CO-XXXXXXX
Dear Ms. [redacted]
We received the customer's complaint...

and would like to respond accordingly. On May 19, 2015, [redacted] offered the customer a "trial' twelve month protection plan contract at no cost to the customer. She has paid nothing for the offer, and requested to cancel it.
It has been cancelled.
If you should have any questions or concerns I can be reached at XXX-XXX-XXXX.
Sincerely,
[redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Unsolicited offers should not be sent under the guise of new "contracts". Just sayin'. This is to me an unethical business practice and should be discontinued. Please continue to monitor this company for similar practices.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not worth pursuing.
Sincerely,
[redacted]

August 17, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: Detillion KY-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and have addressed the...

issue with them directly.    Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

July 25, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] FL-[redacted]   Dear Ms. [redacted]:   We received the customer’s inquiry, and the requested repair was completed. ...

  Sincerely,     [redacted] Office of the President

May 5, 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 customer’s complaint and are providing the following response. On the...

afternoon of April 27, 2016, we received calls from the technician assigned to this claim and spoke to the customer, in reference to some type of disagreement between the technician and the customer’s wife, which resulted in the technician declining to complete the repair.  Per 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.” To address the issue we immediately sent out a second opinion, and per the diagnosis provided, determined that the issue would not be eligible under contract. The customer is demanding that we pay for damage that they state the technician caused, for which we are not liable (see above).  We understand that the replacement was originally approved based on the prior diagnosis, but because the technician that provided that diagnosis was no longer addressing the issue,  the coverage would be determined based on the current diagnosis. The customer contacted us by e-mail after filing this complaint, and we responded to them directly. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 21, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] NC-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response   The customer was provided the option to have their own technician diagnose the issue, and we received their diagnosis.  We are reimbursing the customer for the funds paid to the technician for the diagnosis.   As far as the diagnosis, and the Air conditioning systems that have never worked properly, we would not address the replacement of the unit’s under the warranty contract   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:  It was and still is my understanding that I expressed that it was cooling, perhaps just not exceptionally, until it completely stopped.  In other words, cool air was coming from the system for weeks.  Comfortable, but not an icebox.  In other words, if it was set to roughly 70-72, it would stay roughly 74.  The day it seemed to stop working it was set to roughly 72 and was nearly 90 degrees in the same room.  I don't know or recall the specifics of what was said or how it was phrased in this 24 minute call, which only occurred after almost 2 hours of hold.I also do not know how to express that I would not knowingly lie.  I wouldn't pursue this at all if I knew it was broken before hand.  I am continuing this dialog because I know it worked before hand.  I also wouldn't let my family live in a 90 degree house for 1/2 the summer to make this story up now.  I would be happy to provide whatever information I can to assure you that this is the case.  My cooling bill went up double that month because we were constantly running, 24/7, the downstairs unit in hopes it would keep up (it couldn't, as hard as it tried.)  I would be happy to print off the weather and temperature reports and show the averages of usage.Additionally, why was it given any considering by the home warranty organization?  Weeks of correspondence that they "knew" on day 1 from the first phone call only to be denied now?  If I did say something along those lines in that phone call and it was authorized then, it shouldn't change now and the agreement then and the countless phone calls afterwards of assumed agreement should have some weight as well.
Simply, I purchased a home warranty and would like it honored.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]

Complaint: [redacted]
I am rejecting this response because: we told the technician for the AC claim each time they came out that we were told there was a possible leak and each time they said no and never mentioned it on the receipts. The first time their tech came out he was here for all of 5min and said the vents are blowing accordingly and he never even went into the attic to assess the leak possibility. The tech this time barely even wanted to check and said at a glance everything looked good. Until I told him they were the only ones claiming no issues and then he went in the attic and said I can't tell bc there's ice around the system and I'll have to come back. HWA response is dismissive and displacing accountability. I will definitely go the next step to pursue other options to outing their practices since they are so unapologetic. 
Sincerely,
[redacted]

May 25, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted] IN-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint, and provide the following response. On May 18,...

2016, at approximately 9:00 PM CST, the customer filed a claim for a leaking water heater. Per section III.B of our contract: “HWA will dispatch Service Requests to an Authorized Repair Technician within 48 hours.” A Technician was assigned that night, and was at the customer house by 9:00 AM  CST on May 20.  At that time, we approved the replacement of the 40 gallon gas Power vent water heater, and believed the technician could address the replacement that day.  Unfortunately, they were already booked, and could only diagnose, with the anticipated replacement to occur early this week. Per our contract, section VII.B:  “Problems cannot always be diagnosed and repaired on the first service visit. HWA is not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.” We understand that the customer feels that all repairs should be complete in 48 hours.  Unfortunately, that is not something that is offered by our contract, or something that we can require from our technicians. Per the technician, the water heater replacement is complete.   Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 20, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: [redacted]: Sharpe
TX-1033931Dear Ms. [redacted]:We have received the
customer’s complaint and provide the following response. Per the washer claim, it would seem that the
customer is under the impression that we are hand writing a check and sending it to
her to address the cash out option on her washer.  She accuses us of being wicked and spiteful.   This is
not the case.  Like any business, it
takes time to process a refund to a customer.  
We have explained how long the process will take, and  are currently processing her payment.As to her dryer, she accuses
the initial technician of damaging her unit. 
We offered her the technician’s insurance information, in order to file
a claim for a scratched and supposed drill holes on the inside door , or as a
courtesy, offered her $200.00 (this is beyond the repair by a second technician
which was approved) to address the damage, which she accepted.   Please note, per the first technician, there
was no drilling.  The holes were already
there to change the door swing as a temporary fix, which he was not allowed to
complete , and just needed to be resealed.To be clear, over the course
of the customer’s claims she has:Requested the initial vendor be reassigned two hours after the
claim was assigned, because they did not pick up the phone when she called
and she did not like how they sounded on their answering machine.Complained about the first vendor’s service, and cancelled it mid
repair.Demanded a new dryer, claiming that the holes that were supposedly
drilled would allow hot air to escape.Threatened to cancel her coverage, as well as report this issue to
the Attorney General, Revdex.com and others, claiming the technician was racially
biased.Disconnected calls, and been profane with the representatives that
were attempting to help her.We have provided the customer
options in reference to her washer and dryer, which she has accepted. There is
nothing further to do in reference to this issue. Sincerely,Carl [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, while doesn't make complete sense, is satisfactory to me because I do not want to spend additional time and energy stressing over this issue.
Sincerely,
[redacted]

March 29, 2016   [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 complaint, and have addressed the issue...

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