Home Warranty of America

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

November 25, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: [redacted]: [redacted]  OH-1422678Dear Ms. [redacted]:We have received the
customer’s...

complaint and provide the following response.If the customer considers one
of the parties involved in their  real
estate transaction purchasing a 13 month Warranty Contract from our company on
their behalf at a cost of $500.00 as complimentary, that is their prerogative. The
customer does not state that we provided it as a complimentary service. The Contract is able to be renewed,
and payment would be due for the renewal of the Contract.  Sending a current customer a notice that
their payment is due for the renewal is neither deceptive, unprofessional or
seedy.  It is a courtesy to a current customer,
to advise them that the contract is ready to expire, and payment is due.  As the customer has decided
not to renew the coverage, we wish them well with their new property.  As far as this complaint, though, it falsely implies
malicious intent and is entirely without foundation. Sincerely,Carl [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]

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

Complaint: [redacted]
I am rejecting this response because: I have not recieved a refund for my renewal.
Sincerely,
[redacted]

October 25, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IL-[redacted]   Dear Ms. [redacted]:   Per a conversation with our office on October 18, 2016, the customer did not wish to cancel.  If she has changed her mind, we will cancel the contract, per Contract section VIII.E.      Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

August 8, 2017     [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 inquiry, and their repair was...

approved July 31, 2017.    We apologize for any confusion or delay in completing the repair.   Sincerely,     [redacted] Office of the President

November 19, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re:[redacted]: [redacted]  AL-[redacted]Dear Ms. [redacted]:We have received the
customer’s complaint. Per...

his request written and verbal requests, we have
forwarded his requests to cancel the Contract to the correct department, and
they are processing his request, per section VIII.E of the Contract.“…if the Contract is
cancelled, the Home Owner shall be entitled to a pro rata refund of the paid
Contract fee for the unexpired term, less service and a $25 administrative cost
incurred by HWA.”As the customer has used 10
months of coverage, with 3 remaining, and the warranty has covered over $300.00
in repairs on the customer’s behalf, (making his statement “They never want to
fix anything” incorrect), there would be no funds remaining to refund.Sincerely,Carl [redacted]Escalated Special Handling

March 21, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted] SC [redacted] Dear Ms. [redacted]: We provided the check as agreed, and when...

advised of an incorrect address, reprocessed the payment. The check is currently on route to the customer, assuming they have not received it by now. Sincerely, [redacted] Escalated Special Handling

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

June 19, 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 complaint, and have left messages the day before...

and the day after it was filed, to address the requested cash out option.  We are waiting for the customer's response.    Sincerely,     [redacted] Office of the President

August 28, 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 have addressed the...

issue with the customer directly.   Sincerely,     [redacted] Office of the President

December 5, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] OK-[redacted]   Dear Ms. [redacted]:   We received the customer’s inquiry and though there was a...

lapse in coverage, based on evidence of intent to renew, we approved the repair.     Sincerely,   [redacted] Office of the President

June 29, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] GA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following...

response.   The failure with the customer’s upstairs unit was under the manufacturer’s warranty.  Per our contract section VII.M:   “HWA will not be responsible for repairs of systems or components arising from a manufacturer’s defect or recall or while still under manufacturer’s or distributor’s warranties. HWA’s responsibilities will be secondary to any other extended or in-home warranties that exist for the included systems, components and appliances.”   We are sorry a specific technician was needed to address the manufacturers replacement under their warranty.  We will not waive the customer’s required trade fee for the issue that was outside our control.         Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 19, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] IN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and are moving forward...

with addressing the AC issue.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

January 15, 2018     [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 provide...

the following response to the three referenced issues.   On December 8, 2017, and December 19, 2017, the customer reported issues with his master bathroom commode, involving an odor, as well as a non-clearable clog(which is contractually excluded).  Having spoken with the customer, and being advised of a possible contradiction in diagnosis, we are sending a technician to further diagnose the issue.   On December 12, 2017, the customer called our office, advising that he replaced the water heater, and wanted reimbursement.   Per our contractual agreement with the customer, they are required to call us to report a failure when it is noticed, and we assign a technician to diagnose the reported failure, repairing or replacing as needed.  We do not reimburse for work performed outside the contract, without our knowledge or consent.   On December 19, 2017, the customer reported a mechanical failure with his 15-year-old dishwasher.  Per diagnosis, the unit could be repaired, but we offered the customer a 21” replacement.  He needed an 18“ to fit the space in his kitchen, which would be more expensive than the repair.  We contacted the customer, offering the options to repair the unit, provide a check for the repair, or he could pay the difference in the cost of repair versus the replacement for a new unit.  He took that option, and we are providing a replacement unit.   We apologize for any inconvenience in the resolution of this issue, and I have provided the customer my direct contact information, to address any further issues that may arise.     Sincerely,   [redacted] Office of the President

May 12, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted] GA-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint, and called them directly to address the issue. ...

Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

July 21, 2017   [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 have confirmed that the needed...

coil is available and the technician has the approval needed to complete the replacement.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager