Home Warranty of America

July 26, 2017   [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 inquiry, and the issue in question is with their...

softener.  We have contacted the customer and are providing the remaining cap on the softener coverage.   Sincerely,     [redacted] Office of the President

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]

April 26, 2017   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]:Enfinger LA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and this issue was resolved directly...

with the customer, approximately a week ago.    Sincerely,     Carl [redacted] Escalated Special Handling

September 7, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]:  [redacted] DC-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the...

following response.   Modifications to the customers property to install their new unit are excluded from our coverage (Per Contract section VII.J). As are the addition of items that the customer doesn’t have in their property (as these items did not break down).     We are sorry, but we would only address the eligible portions of the repair.   Sincerely,     [redacted] Office of the President

June 6, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] FL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and addressed this issue...

with them the day this complaint was filed.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

February 20, 2018     [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 inquiry and...

apologize for any delay in the completion of their repair.     We have confirmed that the repair occurred, with the technician.   Sincerely,   [redacted] Office of the President

November 11, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006    Chicago, IL  60611Re: [redacted]  TX-[redacted]Dear Ms. [redacted]:We have received the
customer’s complaint and our providing the following response.On September 16, 2015, the
customer opened a Warranty Contract with our companyIt would appear that in early
October, the customer experienced some type of plumbing issue.  On November 6, the customer called our office
to report a blockage and a leak in their sewer main. Rather than call us at the
time the issue was noticed, the customer hired someone outside the warranty who
addressed the blockage, and acquired quotes to address the leak.Per our Contract, Section III, A: “You or Your agent (including tenant if specifically authorized
by the Home Owner) must notify HWA for Service Requests to be performed
under this Contract as soon as the problem is discovered. HWA will accept
service requests 24 hours a day, 7 days a week, 365 days a year at
1-888-HWA-RELY or online at www.HWAHomeWarranty.com. To be covered, notice
must be given to HWA prior to expiration of this Contract.”B: “HWA will dispatch Service Requests to an Authorized Repair
Technician within 48 hours. If you should request HWA to perform
non-emergency Service outside of normal business hours, you will be
responsible for any additional fees and/or overtime charges.”C: “In emergency situations HWA will determine what repairs
constitute an emergency and will make reasonable efforts to expedite
emergency service (emergency usually considered to be loss of life or
peril).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.”So, per our contractual
agreement with the customer, they did not call us to report the problem until a
month after the clog was cleared. We were not given the ability to send a
technician to address the customers plumbing issue, so we would not reimburse
them for the service performed without our prior approval.We offered to file a claim to
send a technician to diagnose the failure with the main line, and the customer
advised that he would contact us to send someone out if he wished.   The customer also advised he
would file complaints of this nature unless we ‘helped him out’ with the
issue.  I am sorry that we cannot, but we
have technicians that work with us directly in reference to repairs, and the
Contract gives us the sole and absolute right to select the Technician.We decline the customer’s
$7,000.00 demand.  Sincerely,Carl [redacted]Escalated Special Handling

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

June 23, 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 complaint.  We have provided the washer,...

and processed the requested refund.  To explain the service fee, per contract section III.E:   “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less.”    If the technician’s service fee is $100.00, that should be the cost paid.  If it is costs less to address the service, the customer should pay less.  We expect technician’s we send to charge appropriately, and if the customer advises that they do not, we address with them directly.   Sincerely,     [redacted] Office of the President

October 23, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] OH-[redacted]   Dear Ms. [redacted]:   The customer has stated in a prior response :   “I had been out of town from the time the technician arrived and when they responded that the unit had been "tampered with".   Now they are stating:   “There hasn't been any direction given by any technicians. They've come out numerous times to "fix" something, then re-engage the unit.”   The technician states that the unit was not re-engaged by them, and they advised the party onsite (not the customer) to not use the unit.   When they returned to the site, the unit was re-engaged and running.   We decline to address the repair/replacement of the unit that was re-engaged and used against the technician’s direction.   Sincerely,     [redacted] Office of the President

January 12, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] VA-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry, and...

provide the following response.   This customer has been with our company for a number of years, and we are sorry for their recent troubles.   The purpose of the warranty is to provide a technician, to address eligible failure with systems and components that become inoperative under the contract.  The customer is addressing two units, and their prior failures.  They are:   ·        A dishwasher issue.  A claim was originally filed on this unit in July 2013 (at the same time as a microwave issue), with the statement that the unit was not cleaning. At that time, the customer payed a single trade service fee for both issues, and the unit was repaired (replacement spray arm, support, chopper and hanger).   Almost four years later (March 2017), the customer experienced a leak with the unit, we assigned a technician, and per the customer, they never contacted her.  We assigned a second technician, and the customer cancelled the service.  Then, on August 23, 2017 (filed correctly September 9, 2017), the customer again reported that the unit was not cleaning (this was filed with the washer claim below, under a single service fee).  Per the technician, the circulating pump had shorted out, and was replaced.  The customer then called us back November 29, 2017, to send the technician back, to re-evaluate, stating the unit was not cleaning and leaking.  The technician called the customer repeatedly to schedule, and received no response.   ·        A washer issue.  A claim was filed on August 23, 2017, for the washer (and the dishwasher on a washer claim) stating the unit would not drain or turn on. As stated, a single fee was assessed for both claims.   The technician found a failed pump and motor, which were replaced October 9, 2017.    It appears that the customer did not wish to bring the technician back for the dishwasher claim, if a fee may be due, and, as there is no warranty on a repair that was performed three months ago, does not wish to pay a service fee for the re-evaluation of the washer.   Unfortunately, the warranty would not be able to fulfill her request and offer a replacement/cash out on two appliances, if we do not have a diagnosed mechanical failure with the unit(s) in question.    Sincerely,   [redacted] Office of the President

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

November 16, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] CA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and have addressed the issue with...

them directly.   Sincerely,     [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because: I had services four weeks prior to noticing the water heater leaking. A. It may have not of been leaking bad enough to get my carpet wet (in another room)which is what made me check on the water heater therefore,I do believe that the water heater was leaking prior to the four weeks that the time was a lapsed! B. The second plumber that come out and check the water heater said that it was not caused by a power surge and that the water heater needs to be replaced! He also took pictures of it. Also, there was no way anyone could have tightened the bolts / lines on the water line due to it being rusted.
Sincerely,
[redacted]

October 28, 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 rebuttal and provide the following response.   In our initial response, we explained our obligations in reference to this claim, which are not to provide the customer a specific brand of vent hood, or the funds to purchase it at retail cost.   The customer’s presenting his opinions about his inconvenience, our stated fact, or contractual definitions will not chan** our offer.   Sincerely,     [redacted] Claims Special Handling

Revdex.com:
We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to us because we are left with no choice by your contract. 
Sincerely,
[redacted] & [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

July 21, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   Per information received by our office, the installation of the customer’s new compressor was scheduled for today.   We will not upgrade the customer’s contract at no cost based on this issue   Sincerely,     [redacted] Office of the President

September 30, 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 complaint, and are expediting the reimbursement check.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

June 9, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: File Number: [redacted]  [redacted]  FL-[redacted]   Dear Ms. [redacted],   Per the customer’s request, we have provided the requested refund.  It has gone back to the customer’s financial institution, for deposit in her account.   Sincerely,   [redacted] Escalated Special Handling