Home Warranty of America

July 13, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] KS-[redacted]   Dear Ms. [redacted]:   The payment was originally paid by credit card, and refunded to that card approximately a month ago.   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. On 3 occasions in each of the last 3 years I have had to pay full repair cost out of pocket and then been reimbursed after lengthy disputes (refrigerator at my unit 2 years ago, 2 incidents on different A/C unit repairs last year, and now this disposal).  I am satisfied that we get to part companies.
Sincerely,
Vincent [redacted]

February 24, 2016   Lucille G[redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: 12005966: [redacted] IL-2453664     Dear Ms. G[redacted]:   We have received the customer’s complaint, and have addressed the...

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

Complaint: [redacted]
I am rejecting this response because:The escalation manager maintains that they were advised that the unit was repairable, however HWA has spent significantly more on trying to repair the unit than it is worth.  Add to that that this has drawn out for over 3 months now, and HWA's response is unacceptable.  The company (HWA) has not been responsive until this week (not returning phone calls, or communicating clearly) and several weeks ago, referred this repair issue to a company that doesn't even do warranty work (which we found out after no response from either HWA, or the "new" warranty company, and we finally called the "new" warranty company, and were told they don't do warranty work, and haven't for years.)Today, we have yet another repair company coming out (at HWA's request to have a second opinion), which is commendable, however this entire process should have happened over the course of several weeks, not several months.  Bear in mind that for almost four months, we have had not been able to use our oven.  This is completely unacceptable. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:until my oven is in working order, I will not check that the complaint has been resolved. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The HWA response is not accurate. The first repairman did respond in a timely manner. HWA did not like this repairmans diagnosis and they said they needed to send someone that could work on sealed parts. This is when the claim became unresolved and it took approximately 2 1/2 weeks to get someone to my house. This technician from all better appliances shows up on a Monday said refrigerator wasn't worth repairing was 19 years old and told me the problem and also said was low on freon. This repairman said he would send diagnosis to HWA the next morning. I kept allying both HWA and all better to te diagnoss it took all better a week to send in diagnosis. It's now 5 weeks since initial repar call was made. Now they are going to repair and Afro order a part. They being all better s coming to my house Tuesday Sept 26th. HWA is lying to you just like they led o me. This claim as not been handled in a timely manner. I do hope you will investigate this further and see HWA is a company with a lt of customer service issues. 
[redacted]

July 11, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted]   WA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s message, and the technician in question never provided us a bill.  Now that we have received the documentation, we have addressed the payment.   Sincerely,     [redacted] Office of the President

December 13, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] CO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and apologize for...

any delay that may have been caused by our office or the technician.   Per a conversation with the technician two days ago, the recommended repairs have addressed the reported failure.    Sincerely,     [redacted] Office of the President

September 12, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] SC-2513827   Dear Ms. [redacted]:   As the damage was done in connection with the prior claim, there would be no new fee for the drywall.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

August 2, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  El-[redacted] IL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and per the...

information received, we have addressed this issue with the customer directly.      Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:  a 13 year old water heater can go out at anytime without warning.  as stated previously we had hot water$ initally when we moved in. I want the home owner warranty honored and the lack of hot water situation taken care of.  if hwa does does not want to honor their contract then hwa needs to send me a check for $600 and I will consider the matter closed.  $500 for the policy and $100 for the service call they ( hwa ) wasted by not repairing the problem and sending the technician away.
Sincerely,
[redacted]

October 25, 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 request, and approved the water...

heater replacement on October 25, 2016.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

November 17, 2016   [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 provide the following response....

  Per the customer’s contract, Section III.B:   “HWA will dispatch Service Requests to an Authorized Repair Technician within 48 hours.”   At no point, does our contract state that,  “there are to dispatch a repair tech within 48 hours”   The customer has a Dacor built in wall oven.  Since it is a higher end professional series appliance, few technicians are willing to service such a unit.  We have offered the customer the option of contacting her own technician, but she has declined.  We have arranged a technician, who has advised that they have scheduled service.   The warranty will not repair/replace the customer’s oven, without a diagnosis of failure.   Sincerely,     [redacted]lt Escalated Special Handling

July 5, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] GA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and have addressed the...

repair with him directly.   The repair is moving forward.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 8, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] MD-[redacted]   Dear Ms. [redacted]:   Per 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; If listing coverage is cancelled after service has been performed, and the policy fee has not yet been paid, policy holder will be responsible for purchase of policy, or reimbursement to HWA of service costs incurred, whichever is less. “   On June 26, 2016, when the customer called our office, requesting a full refund, she was advised she was not entitled to such, per our contractual agreement.   The fact that she is now increasing her demand, with this complaint, does not change the fact that she is nor entitled to a full contract refund, or a reimbursement of her trade fee paid for service.   As a courtesy, and to resolve this issue, we will provide only the contract refund.   Sincerely,   [redacted]
DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because the AC unit was failing due to age, not maintenance. It took days to reach a supervisor to dispute the matter so I was forced to hire my own contractor who reported that the coil system was corroded through due to age. HWA refused to review my maintenance records which would reflect regular care and maintenance. I fired HWA because it was clear that they don't honor costly claims and because their customer service is deplorable.
Sincerely,
[redacted]

January 31, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: 11953299 : [redacted] IN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response.   The customer opened a warranty with us in March, 2016.   The customer has filed three claims under contract, and all of them in last month, approximately.   They are:   On December 20, 2016, the customer opened a sump pump claim, reporting a noise in their basement, that they first noticed in November.  Per contract, a technician  was assigned, but we received no update from the customer or technician, until January 25, 2017, when we waived the fee for the service call, at the customer’s request.   On December 22, 2016, the customer opened a heating claim, with a noise coming from the furnace from 6 months ago.  Per contract, a technician was assigned, who found no failures with the furnace,  and stated  “suspect sewage lift pump hidden in walls in basement.”   On January 21, 2017, the customer opened a plumbing claim, speaking of a sewage smell, from a month prior.  At this time, the customer insisted the fee be waived, claiming these issues were all related to the initial problem.  A technician was sent, and found a functional (but noisy) valve, and a drain that the customer capped off that morning.    The customer disagrees with the technician’s diagnosis, and rather than allow us to send a second opinion, is demanding to get his own technician and be reimbursed for whatever repair they deem necessary.   (we have declined this option, but the customer insists that we will pay for the repair, covered or not-covered.)   So, the customer is demanding that we repair the issue(we have explained why the reported failure is not covered, and offered a second opinion),  he wants further trade fees refunded (this has been addressed),  and he wants a contract refund (The cancellation policy is explained in section VIII.E of the contract).   Sincerely,     [redacted] Escalated Special Handling

January 26, 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 rebuttal, and provide the following response.   We are not saying the customer does not have a warranty. Their warranty is in place.   In our initial response, quoted from when the customer filed the claim, the customer stated that the double oven did not work.  This is the information the customer provided us initially, and we cannot accept their altered statement, based on the claim rejection.   The customer is again referencing online complaints, as a reason we need to cover their oven, that they stated never worked. This is not the case.   We know the oven and cooktop are seperate units, but per the customer, both never worked, and per the inspection, both were marked repair/replace.   It is our option to determine whether a unit is covered or not under the contract.  The customer’s statement that we can’t refuse is incorrect.   Their oven, that they stated did not work under contract, is not eligible and will not be replaced under warranty.   Sincerely,     [redacted] Escalated Special Handling

August 17, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s rebuttal.  We have apologized for the inconvenience, but this is not an eligible repair/replacement under our warranty.   Sincerely,     [redacted] Office of the President

June 29, 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 June 16, 2016, the customer called and advised that their shower valve handle in the guest bathroom fell off.   Per contract, a technician was sent do diagnose the failure.   On June 20, 2016, a technician went to the home.  They performed the diagnosis, and collected the required trade service fee.   On June 21, 2016, the technician advised our office that the handle did not fall off, butt was removed by force.  This is not a normal wear failure, and is not covered by contract.  We called the customer, to provide an update on the status of the claim.   On June 22, we spoke with the customer, and advised her of the decision.  She was very upset, and believed the technician was incorrect, because this is the ‘children’s’ bathroom. .  As a courtesy, we offered to send a second opinion, to re-evaluate the issue (and only charge an additional fee if their diagnosis agrees with the first opinion. )  The customer declined our offer.   The trade fee is owed, per section III.E:   “The Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or denied.”   The decision for coverage is made by the warranty.  We are sorry if the technician gave the customer the impression that the issue was covered, but the technician only knows if an issue is covered after providing our office the diagnosis.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager