Home Warranty of America

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]

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

October 31, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]: [redacted] AL-[redacted]   Dear Ms. [redacted]:   We have received...

the customer’s complaint and provide the following response.   On September 4, 2014, the customer opened a 13 month warranty with our company.  This was paid for, by check, on September 12, 2014.   On August 25, 2015, the customer renewed the contract online for the following 12 months (October 4, 2015-October 4, 2016).  At this point,  the contract was scheduled to automatically renew the following year.   On the morning of October 3, 2016, the customer’s payment for the 2016-2017 contract period was withdrawn from her bank account.  Also on that morning, she called our office, stating she did not wish to renew.  We have refunded her funds for the current term, but we are not liable for her bank balance, or any fees that her financial institution has charged her.   Sincerely,     [redacted] Claims Special Handling

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

Complaint: [redacted]
I am rejecting this response because: I would like the transcripts or recordings of both phone calls with your authorizations department because your report is inaccurate.
Sincerely,
Whitney [redacted]

September 20, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We received the...

customer’s complaint, and per contract section VII.E:   “ Cancellation may be made by You at anytime. If You cancel within the first 30 days of the Coverage Period, and no service request has been made, You are entitled to a full refund of the cost of this Contract less a cancellation fee of the lesser of $30 or 10% of the Contract fee (unless otherwise required by state law).”   As the customer stated, he made a Claim.   The customer’s request to cancel has been received, but they are not entitled to a full contract refund.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

While I understand that there was a $100 fee for a technician to come out and look at my air conditioner: to me this $100 fee meant that something in the long run would be done to fix my air conditioner. I DO NOT like handing out free money to someone who put little to NO effort in establishing what exactly was wrong with my air conditioner. I have since had someone come out and not only look at my air conditioner, but FIX what the problem was. The original technician that came out looked only at the air conditioner unit itself (the one outside). He never came in to look at the thermostat or the actual furnace. So, not only was I inconvenienced by HWA (and no there was not a technician immediately assigned like the company stated; I had to call numerous times to see what was going on with the claim…after calling a few times they finally scheduled an appointment); I am out $185 dollars because I had to pay someone else to do the work that SHOULD have been covered by my home warranty.

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

Complaint: [redacted]
I am rejecting this response because:This is the 3rd separate company to have been assigned to my claim over a two month period. Unacceptable. 
Sincerely,
[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

August 29, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: Stanford IL-[redacted]   Dear Ms. [redacted]   We received the customer’s complaint, and provide the following...

response.   On July 30, 2016, the customer’s contract expired.   At 4:11 PM CST, on August 17, 2016, the customer renewed their contract online, with a lapse.   Approximately  90 minutes later, they filed a claim on their Air Conditioning system, that was not cooling properly as of that day.   The following morning, we declined the claim, as their unit was not in proper working order, as of the coverage period start date, and when the customer requested to cancel, offered them a full refund.    It appears as if the customer’s electronic payment has been returned. r     Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

August 15, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and were advised that the...

installation was completed over the weekend.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

February 27, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] FL-[redacted]     Dear Ms. [redacted]:   We have received the customer’s complaint, and have addressed the...

issue with them directly, approving the needed repair on February 24, 2017.   Sincerely,     [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because:The furnace worked with no evidence of any issue prior to the warranty coverage. I met all conditions necessary within the contract to have coverage.  HWA's position that this is an age/fatigue related failure may be correct, but there is absolutely no term or limitation within the warranty contract which provides this as a basis to reject this claim. Eventually all appliances will fail due to their age/use. If this is grounds to reject this claim, they could use it for any other appliance in my home as well. The fact is that this defect was discovered by all parties within the warranty period and there is no evidence that it was present prior. Any assertion otherwise is purely conjecture and an attempt to skirt the contractual obligations of the warranty. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it took one one month to get an approval.  For something I paid for.  In the meantime the leak cause damage elsewhere including mold that you should be responsible for because of your poor response to an approved claim
Sincerely,
[redacted]

August 22, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   On August 19, 2016, we spoke to the customer, and minutes after, provided the technician the pickup number for the equipment.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: they have not fulfilled their end of the contract as we still have outstanding items that have not been repaired for which we were charge trade call fees, not only one time but multiple times for the same issue. This company has sent the exact same "professional" whose answer to fix our light fixture was, on each occasion, to change the type of light bulb. We have since had this repaired by a true repairman. This company provided unlicensed "professionals" as well. The demonstrable business card that read "[redacted], owner" proves this. And this gentleman, this could not be found in the Tennessee state license listings as a contractor under the business name we were provided. This warranty company also stated that it would "repair" our existing HVAC which two other reputable companies said the manufacturer no longer existed and that parts would be at best "iffy." And Mr. [redacted] can spew out the terms of this contract, but in the end, they did not honor the terms. And I should be issued a refund.
Sincerely,
[redacted]

although we did reach a action, I do not feel it was the amount of work needed for the repair. my out of pocket was still over 1,500.00. I have the Diamond warranty and my air update should have been covered

October 3, 2016   [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 complaint, and provide the following response.   On August 27, 2016, The customer reported a sparking breaker and a bad outlet in their home.     Per contract, we assigned a licensed and insured technician to diagnose the issue.   On August 31, 2016:   ·         at 10:35 AM, the customer called for an update ·         at 10:42 AM, the technician  advised by electronic updated that he had addressed the repair for the service fee.   On September 1, 2016:   ·         at 1:46 PM, we received a call from a third party technician, that the customer had contacted outside the warranty, through a relative,  reporting  problems with the repair. Per Contract section 3.F:   “If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of 90 days on parts and 30 days on labor.”   ·         We immediately sent a work order to send the technician back, advising if the failure was with the original service, no fee would be due.   Less than an hour later, the customer cancelled the work order, and it would seem,  had  their technician replace the electrical box outside the warranty.   Per contract section III.D:   “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.”   We did not send a second technician to the customer’s house to diagnose a failure, and we did not approve them to perform any work.   We offered to re-evaluate the issue with the technician who had already previously the issue, and had been paid for the service.  The customer refused and replaced the box on their own.   We will not reimburse the customer for the work they did outside the contract and without our approval.   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] 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