Home Warranty of America

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

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

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

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

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

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.

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

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 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

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

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

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]

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

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

July 18, 2016   [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 addressed the...

issue with them directly.   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

August 10, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] MI-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the following response. ...

  As a courtesy to the customer, we have refunded the trade fee for the water heater claim, and will also be refunding their trade fee for their plumbing claim.    Additionally we have refunded the cost of additional coverage added to address a washing machine that never worked properly under the contract.   The customer’s water heater is still functional, and will not be replaced until it “becomes inoperative due to normal wear and tear”.   If the customer wishes to cancel her contract, the cancellation will be, per contract,  prorated and less service and administrative costs.      Sincerely,     [redacted] Office of the President

December 2, 2016   [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 complaint, and addressed the original...

diagnosis/repair in August/September.   When this repair did not address resolve the issue, we approved the technician to return, with no service fee due, to perform a second repair.   When the customer advised the unit is still not working properly, we have sent the technician back, to find out the failure with the unit.   We are sorry that this repair has been hard to resolve, but the customer ‘s statement that we are a “borderline fraudulent company”, as we are performing our contractual obligation, is completely untrue.   We, like the customer, wish the repair had been completed in full on the initial service call.   The customer is blaming us, for not replacing the unit, when we were advised that the unit could have been repaired.    When we receive the diagnosis, we will address the issue, based on the information received.     Sincerely,     [redacted] Escalated Special Handling

January 16, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] MD-[redacted]     Dear Ms. [redacted]:   We have received our customer’s inquiry, and are...

sorry for there was not an available vendor for their repair.  We offered them the option of getting their own technician, which they accepted.   The technician initially told us there was an improper installation, but per their invoice it appears a nail penetrated the pipe, which is not a normal wear failure and not eligible under our contract.   We are reimbursing the customer for the leak test, and the replacement wax ring that were eligible.  As a courtesy, we are not deducting their trade service fee and expediting the refund payment.     Sincerely,   [redacted] Office of the President