Home Warranty of America

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

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

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

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

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]

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

November 11, 2015[redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611[redacted]We have received the
customer’s complaint. As...

they have not received the check that was sent, we
have cancelled the prior check, and reissued their check, to the address that they
confirmed. Sincerely,[redacted]Escalated Special Handling

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

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

Initial Business Response /* (1000, 5, 2015/06/29) */
June 29, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted]: GA-XXXXXXX
Dear Ms. [redacted]
We have confirmed the customer's request and...

have called them directly to address the issue.
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX.
Sincerely,
[redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After receiving a second opinion of the problem and finding out the problem was not at all what the first technician described, but the system was low in Freon and had a leak; I am frustrated with the fact that we have not had air for a month and customer service was not satisfactory as promised in their marketing material. Every day I contacted them and spoke to a different agent who could not assist me. When I asked them if there was someone who they could escalate my concerns they told me they did not. Then when I access the Revdex.com website I see [redacted]'s contact information. The misdiagnosis and the poor customer service prevented us from having air conditioner for an extended period of time.

Revdex.com:
I received a message from this company on my home phone answering machine. No information was provided accept that they were simply "returning my call". The unit WAS started and worked at the time I purchased the house. It wasn't until I sent an email, informing HWA, that I had notified the Revdex.com. They did call me with information for a service technician. He is coming out tomorrow. I have reviewed the response made by the business in reference to complaint ID [redacted]. However, the issue is not resolved until the unit is fixed. 
Sincerely,
[redacted]

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

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

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]

Complaint: [redacted]
I am rejecting this response because:per there own claim, several items were unable to be tested. This would result in an unknown pre-existing condition. While there were several items stated on myhome inspection, the property purchaed was a [redacted] forclosure property. [redacted], does not allow for any repairs prior to closing on any of there properties.  As of yesterday, at the request of HWA, I had amaintiance conpleted on the furnace (which per the home inspection showed the unit was working) and it tuened out that it being dirty had nothing to do with the furnace not working. It ended up being a dead AA battery that was causing communication error between the themostate and the unit it self.  At this point, the conpany it self has confirmed here that ever my single thing that there warrenty coverage provides is excluded. Not a single appliance, plumbing, or gas line would be covered under any claim. Therefore Since I would not under any circumstance be able to use this policyI would like to request the immeadite cancelation and refund of my policy.
Sincerely,
[redacted]

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

addressed with him directly, on July 1, 2016.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

July 3, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] ID-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and per our information, the replacement...

was performed the day the inquiry was received.   Sincerely,     [redacted] Office of the President

November 5, 2015Esther [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: 94574167  Sternod WA-1874755Dear Ms. [redacted]:To our knowledge, all three  issues have been addressed.  If something has not, the customer can
contact me directly at c[redacted]@hwahomewarranty.com. 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] 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