Home Warranty of America

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]

Initial Business Response /* (1000, 5, 2015/07/07) */+++++
July 7, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted] NJ-XXXXXX
Dear Ms. [redacted]
On June 29, 2015, the day his complaint was...

filed, the customer spoke directly with 4 different representatives in our office, including a supervisor, who gave him the option of accepting a cash out on the repair of his unit, or requesting his approval of the non-covered costs.
The following day, an additional supervisor confirmed that offer, and the customer has yet to respond. We are waiting for his acceptance, or approval.
If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX.
Sincerely,
[redacted]
Claims Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I CALLED THIS MORNING AS I HAVE NOW RECEIVED A COMPARABLE REPAIR PROPOSAL. THE BUYOUT OFFERED IS NOT EVEN HALF OF THE REPAIR COSTS; AND THIS DOES NOT INCLUDE THE $400 I ALREADY PAID TO ONE OF THE INCOMPETENT REPAIR COMPANIES THEY HAVE SENT PREVIOUSLY.
I AM STILL AWAITING A RETURN CALL.
Final Business Response /* (4000, 9, 2015/07/08) */
July 8, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted] NJ-XXXXXX
Dear Ms. [redacted]
The customer has apparently requested a supervisor, and will be called back.
If he is dissatisfied with our cash-out offer, he can approve the non-covered costs and have us perform the replacement.
If you (or the customer) should have any questions or concerns, I can be reached at ext. XXXXXXXXXX.
Sincerely,
[redacted]
Claims Special Handling

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

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

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

November 29, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] OK-[redacted]   Dear Ms. [redacted]:   To address this complaint in brief, as we have spoken...

directly to the customer, and they have now cancelled their contract, which they renewed on March 25, 2017.   The customer was working on their plumbing, to change out a faucet.  In doing so, they separated the improper putty seal from their p-trap to the main drain. This type of improper plumbing repair is excluded from our coverage.   Since this was not a covered repair, the customer wished to know how much of a refund they would get if they cancelled their contract.  Unfortunately, this is not a common request, and to get this information, we would have to suspend the customer’s coverage.   (As any claim filed could change the calculation.)   We apologize to the customer for the delay in getting this information, and provided the figure to them today.  The customer felt that we should give them a full contract refund, because we did not cover the non-eligible claim, and the information from their request was delayed.   Unfortunately, we would not give them a refund for the eight months of used contract coverage.  They advised that providing them the partial refund would not satisfy this complaint.   We are sorry they are not satisfied, but we are providing them only the refund that they are entitled to.   Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:  We have email correspondence and audio correspondence going back to May asking about this claim that they would not respond to until now all the while billing us knowing very well that if the claim was denied we were going to cancel the policy.  I was very vocal about this.  There is no excuse as to why it took 4-5 more billing cycles for a response.  We couldn't even get any returned phone calls before filling a Revdex.com complaint.  Also the closing information was botched and we have all the information regarding that to prove it as well.  From the get go the policy went in the wrong name.  Those facts are clear cut.  The fact that they won't even honor the cancellation back to May when we have email documentation just goes to show how shady this company is.  
Sincerely,
David [redacted]

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]

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]

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

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

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

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

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

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]

Final Consumer Response /* (2000, 7, 2015/06/12) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
Why was it closed?

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

November 17, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] ([redacted])  OH-[redacted]   Dear Ms. [redacted]:   We have received the complaint and provide the following...

response.   On October 17, 2016, A contract was opened on the newly purchased property.   Per the customer’s statement made on October 29, 2016, they moved into the property on October 21, 2016, and six days later (October 27, 2016), they noticed their refrigerator’s freezer was not freezing food.  Per our contractual agreement, we assigned a technician to diagnose the failure.   The technician found the customer’s 11 year old refrigerator was leaking refrigerant, with a failed compressor and heat exchanger. 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.”   As a unit would not have multiple failures in less than a week’s use, we requested a copy of the customer’s home inspection, to confirm the unit was in proper working order.   Per the inspection, there is no reference to the unit being inspected.  Had this been done, the  defect with the unit would have been detectable.   The warranty will not address the repair/replacement of a refrigerator that was not in proper order.      Sincerely,     [redacted] Escalated Special Handling