Home Warranty of America

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]

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

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

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

August 31, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] DC-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint, and the customer was fully...

aware that the diagnosis we received from the technician was a non-covered issue.   A supervisor offered a second opinion which he declined, and also offered him a full refund with cancellation.  The customer accepted.   We do not understand why he has now filed this complaint, demanding a refund for the repair that he is fully aware he is not entitled to.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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

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

September 27, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] IL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and are addressing the...

replacement of their unit with the correct BTU replacement.   Sincerely,     [redacted] Office of the President

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 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

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

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

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

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

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

July 3, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted]  IL-[redacted]   Dear Ms. [redacted]:   The customer is stating in their comment that they paid the fee for the service, because they expected the unit to be repaired. We understand what the customer is stating, but as we stated, the service fee is required, whether  a claim is covered or not.  And just because a claim is rejected, does not mean a fee is refunded.      Sincerely,   [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: The replies they have sent clearly shows their lack of commitment to the customer. Desite the fact that they advertise "Our business is bulit on helping homeowners protect  their homes and their budget with simple, reliable solutions" has been anything but that. Their refusal to take responsibility for anything shows how much this company doesn't care at all. This whole ordeal has been nothing but a stressful experience and I hope that you see from their responses how much this company doesn't care. 
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

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