Home Warranty of America

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]

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?

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

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.

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]

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

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

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

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

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

July 21, 2017       [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006 Chicago, IL  60611     Re: [redacted]: [redacted]  AZ-[redacted]     Dear Ms. [redacted]:   We have not lied to the Revdex.com, nor have we lied to the customer.  The repair is complete.    Sincerely,     [redacted] Office of the President

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:
I do not want it to look like they have resolved the issue until I receive the payment.  They only called back after they received notification that I made the Revdex.com complaint, the rep told me they got the complaint. Finally, a supervisor got on the phone to explain what they hadn't in over 2 weeks & asked me to cancel the new unit I broke down and ordered from a different vendor. I said no thanks and then she said she would get me a pay out. Which didn't happen until I called back the next day. Again no response from HWA, I had to make contact. Their representative then said they were docking my cash out because I hadn't paid the trade fee which I did on the day the service tech came out (7/11). They verified the payment with the vendor & said that I would get back the fee of $100, but only offered an $80 difference from their original cash out offer. When asked for an explanation, the rep told me that it was very complicated.  I don't trust HWA to issue the check. HWA are dishonest and misleading. So no, I don't want the Revdex.com complaint closed out yet. In addition to this a/c claim, I cancelled the next years home warranty policy this past Monday and have yet to see the credit returned to my credit card. 
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

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]

May 9, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]  LA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and have contacted him directly to...

review issue.    Sincerely,     [redacted] Escalated Special Handling

July 21, 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 a supervisor...

contacted them directly, explaining our position on July 19, 2016.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

July 14, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]  OK-[redacted]   Dear Ms. [redacted]:   We have received the customer’s message, and confirmed that the technician...

has the needed parts and will be calling the customer to schedule.   We apologize for the delay.   Sincerely,     [redacted] Office of the President

November 25, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: 1[redacted]: [redacted]
TX-1033931Dear Ms. [redacted]:We have received the
customer’s rebuttal  and provide the
following response. We are sorry the customer
feels that our response is not accurate. 
I have presented the issue per the information provided to us by her and
the technicians, and it is as it occurred.The fact that she has gone
through my entire response attempting to refute every aspect of the information
provided to us and that we provided  does
not alter our initial statement:”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