Home Warranty of America

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

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]

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]

December 21, 2016   [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  complaint, and provide the...

following response.   It would seem that the customer is altering the situation, to demand a new refrigerator and compensation, while falsely claiming that, as a company, we do not care about ‘kids’.   The situation as it stands is that a technician advised that they could address the repair of the customer’s Samsung refrigerator, we provided the parts that they requested, the customer received the parts, and then the technician declined to address the repair until the new year.   This happened the day the customer filed this complaint.   We have since arranged a second technician who has diagnosed the unit and will be coming back to perform a repair this week.   We will not provide the customer a new unit, or compensation, due to a situation beyond our control (the technician delaying the repair).     Sincerely,     [redacted] Escalated Special Handling

February 6, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] NJ-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry and...

apologize for any confusion between the first and second diagnoses from the technician.  We have addressed the resolution with the customer directly.   Sincerely,   [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] And/or [redacted]when we purchased the extended plan. I specifically asked the question in regards to if there would be anything excluded   I was told there would be no exclusion. The conversation was recorded. Please pull the recording.

August 31, 2017     [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 inquiry, and apologize for the...

delay in the completion of the repair.   An unexpected problem with the current technician has required that we reassign the claim.  We have advised the customer and will address the completion of the repair as quickly as possible.   Sincerely,     [redacted] Office of the President

August 8, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] LA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and provide the...

following response.   The customer has filed two claims with our company.    The first was not covered, but was partially addressed as a courtesy for the customer.   The second, we assigned, and then reassigned to provide the customer earlier service.  Then, they cancelled the call, having addressed it on their own.   If the customer wishes to cancel their coverage, that is their prerogative, but they would receive a prorated refund, less service and administrative costs, per the cancellation procedures in section VIII.E.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

August 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 received the customer’s complaint, and provide the following...

response.   The customer closed on their property on July 15, 2016, and purchased a warranty.   This warranty requires all systems and components to be in proper working order, and become inoperative due to normal wear.   A week later, the customer filed a claim stating that their dryer did not work as of a week prior when they moved in. .    Per our agreement with the customer, we sent a technician to diagnose the issue, to determine if the issue was covered under contract.   The technician provided a minimal diagnosis, and we called them for clarification.   The customer made a number of calls to our office, and we called the vendor to clarify the information received.  On August 15, 2016, we confirmed that the timer on the 12-15 year old dryer had failed due to age and use.  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. 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 the unit had never worked properly under the contract, we requested the customer’s inspection, to confirm the unit was in proper working order.  Per the document, Pristine Home Inspections do not operate or test washing machines and dryers. If the washer/dryer are included with the house, they should be tested prior to closing to determine if they function properly   Had the unit been inspected or tested on the coverage period start date, the defect would have been detectable, as it was by the customer when they used it for the first time, the day they moved in.   We called the customer, and left a message, advising that the issue was not eligible for coverage under the contract.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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

January 21, 2016 Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]:Hunter ([redacted]) SC-2139036 Dear Ms. [redacted]: The unit is providing hot water, and the valve is functional. We acknowledge that our responses are not being excepted, but we are not going to repair a water heater that provides hot water.  All we will offer is a full refund of the contract cost, upon receipt of a written request from the customer(Mr. [redacted]) to cancel. Sincerely, Carl [redacted] Escalated Special Handling

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

July 1, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] AZ-[redacted]   Dear Ms. [redacted]:   We were advised that the repair would occur today.  Unfortunately,  the equipment needed to perform the repair was not available for the technician.   The customer advised that they had acquired a cooling system, so we are reimbursing them for the additional expense and our cost on the repair, to resolve the issue.      Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

September 16, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]: [redacted] TX-2276510   Dear Ms. [redacted]   The customer has been contacted by me, and has been advised that the check is in process.    The can easily reopen this complaint if the check is not received   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

July 22, 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 the equipment...

has been ordered and was ready to be picked up and installed by the technician as of July 19, 2016.    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] OK-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and have processed...

the reimbursement for the remainder of the requested contract cap.     Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 26,  2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] MO-2183913   Dear Ms. [redacted]:   The verification the customer is referring to, stated the unit should have been replaced six months before the contract went into effect. So, the ‘shady business practices’ the customer is mentioning are on their part, and not ours.   We are taking his request made here, and processing his cancellation.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], but have not received any phone calls from HWA, as the response claims. I am dissatisfied with the customer service I received, but appreciate the information on the claim being denied.
Sincerely,
[redacted]

November 20, 2017     [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 inquiry, and...

contacted the customer directly to resolve the issue.   Sincerely,     [redacted] Office of the President