Home Warranty of America

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]

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

January 11, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] : [redacted] PA-[redacted]   Dear Ms. [redacted]:   Per contract section VII.I:   “HWA has the sole right to determine whether...

a covered appliance, system or component will be repaired or replaced…”   Additionally, per contract section VII.H:   “HWA IS NOT LIABLE FOR INDIRECT, CONSEQUENTIAL OR ECONOMIC DAMAGES FOR LOSS OR DAMAGES TO ANY PERSON OR PROPERTY ARISING FROM THE LOSS OF USE OR THE INABILITY TO USE THE EQUIPMENT TO THE EXTENT SUCH MAY BE DISCLAIMED BY LAW, AND YOU EXPRESSLY WAIVE THE RIGHT TO ALL SUCH DAMAGES.”   So, we will not replace the customer’s appliance, that per all information we have been provided, can be repaired (and will be on the morning of January 13, 2016), nor will we address any perceived financial loss from the customer, because he could not use the refrigerator.   Sincerely,     [redacted] Escalated Special Handling

May 12,  2016 [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 provide the following response. On...

April 13, 2016, the customer purchased a 13 month home warranty with our company. On May 1, 2016, they filed the following claim online: “Covered Item Problem: No Power To Part Of The Home Has this item ever worked?: Yes When did you first notice the problem?: Today Have you moved into the home?: Yes When did you move into the home?: 04/16/2016 Problem Description: Power to my kid's room and 3rd bedroom went out.  About 30 mins later power comes back but is blinking rapidly in both of the rooms.  After about a minute of blinking the lights stopped working.  About another 30 mins later the 3rd bedroom light now controls(on & off) not only that room's light, but also my kid's room, hallway nightlight plugged in, and the hallway light??  If you turn on the master bedroom light and the 3rd bedroom light at the same time the lights blink rapidly. thanks in advance, [redacted] J” We immediately assigned a technician to review the issue, and received their diagnosis on May 9, 2016.  On May 5, 2016,  the technician visited the customer’s home and found  four feed/circuits on a single  neutral, which is an improper install/repair from the Main panel to half of the house. Additionally, there was an improperly sized breaker in the main panel, with open and improper wiring. Per our 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 these failures were visually apparent to the technician inspecting the electrical failure, we requested the customer’s home inspection, to confirm the electrical system was in proper working order. Per the inspection, the main panel was marked Repair/replace, which is defined as: “The item, component or unit is not functioning as intended, or needs further inspection by a qualified contractor. Items, components or units that can be repaired to satisfactory condition may not need replacement.” With the following statements referencing electrical problems in the home: “Double tap is present at breaker. This circuit needs to be moved to it's own circuit breaker and cannot share a breaker. It is recommended that a qualified electrician separate the two circuits and properly connect each circuit to it's own individual breaker.” “Breaker panel should have 20% free space for additional breakers, Evaluation by a licensed electrician is recommended” “The main panel has circuit breakers that need labels identifying their location(s).” “The left receptacle at the outlet to the left of the fireplace does not have power. No switch was located to power up this receptacle.” “Missing outlet cover plate at the outlet inside the kitchen cabinet. I suggest removing outlet and covering with a blank plate.” “Light fixture in the laundry room is not functioning.” “Non GFCI outlets in the garage, recommend replacement by a licensed electrician.” “Non GFCI outlets in the laundry room area, recommend replacement by a licensed electrician.” “Smoke detectors are required 1 per floor within 15 feet of any bedroom and within 6 feet of any furnace or boiler and water heater. Recommend installation of combination smoke/carbon monoxide detectors hard wired to electrical panel.” We contacted the customer to confirm the failures noted by the inspector were addressed, and he stated that they were.  We requested the proof of repair, and the customer could not verify that the repairs were completed.  He only had a letter stating that they were. A visual inspection or mechanical test performed on the coverage period start date would have detected these electrical problems, as the problems were by the inspector before and a service technician after closing.  We would not address the electrical system that was not in proper working order, Sincerely, [redacted]
DE Svcs HWA Claims Handling Manager

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]

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

July 19, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] TN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry and have been advised that the part was...

delivered to the technician today, and should be installed as soon as the customer/technician schedule the installation.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

October 4, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] NV-[redacted]   Dear Ms. [redacted]:   The customer did not request to [redacted] the direct to consumer...

contract they purchased, on September 6, 2017.  They did so when they called our office on October 4, 2017, the day the second payment was requested from their account, as previously arranged.   Their [redacted]lation is in process, per their October request.   Since[redacted],     [redacted] Office of the President

September 25, 2017     [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 inquiry, and have no...

information on why the customer feels we are trying to stall his claim.   We received the breakdown on his repair on the day this complaint was filed, and we have already confirmed the repair with him directly.      Sincerely,     [redacted] Office of the President

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

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.

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

September 12, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   As stated, we have processed the $371.50 refund on August 29, 2016.  The customer should be seeing this check shortly.   Stating we have not told him about this refund, is incorrect, as we have responded here advising of this payment   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

August 2, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] FL-[redacted]   Dear Ms. [redacted]:   The customer was explained the procedure to contact their own vendor, requiring that their technician contact us with the diagnosis and that, if eligible, the warranty would provide reimbursement based on our costs.  This procedure was not followed.   We are offering to review their invoice ,to see if any reimbursement can be provided, and again request the customer provide it.    In either case, the customer will not be provided a full refund of the cost of the warranty, based on prior service provided (reference VII.E).   Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Hello, like I have already mentioned that legally there is no liability issue as the city does not require the gas line to be grounded. Secondly, my amount of $400 includes the other arrangements I had to make because the insurance company kept on delaying the repair process.After the plumber made the first visit, it took a week for the plumber to come back out just to tell me on here s second visit that he cannot work on the pipe. Had he told me in his first visit I would have done something about it. After his second visit, I went to the City and asked them if they require me to ground the pipes in order to pass the inspections. The city inspector said not required. Currently I passed the inspection without grounding the pipes. I then conveyed this information to the insurance company and the plumbing company. They said someone will get back to me. Nobody replied and by now it was Friday morning. When I called the insurance company, they said well the plumber doesn't feel comfortable working on the house as the pipes are not grounded. I asked them why nobody called me with this update, and they had no reply, clearly they were stalling the process.so I had to call my builder and ask him the send his plumber who was not available till Monday. I had to buy heaters as my 18 month old son was starting to feel the effects of cold weather because of the neglect from the insurance company.so now I am asking them to reimburse me for the cost of heaters and repairs with the $400.This company has tried to stall the process at each and every step.As far as the other gas range claim, for which I have already paid the service fees. When I called the service company, [redacted] appliance, they said I am not in the system and I will have to repay the service fee if they want me to continie the repair (again an example of how insurance is not working the way they said it will). It is because of these reasons where the insurance company keeps stalling by not replying, and creating excuses to get more money out of me for repairs that are clearly there responsiblities, I am asking for full refund in good faith. By the way they still have to get back to me about my phone call I had made on Friday before the repairs. They said someone will get back to me in 24hrs. I am still waiting!!

Complaint: [redacted]
I am rejecting this response because:The vendor highbred by HWA[redacted] A/C) has told me on two separate occasions that their analysis, and professional suggestion to HWA was to replace the unit. This is their vendor not mine. However, because Home Warranty of America is a scam, and would rather steal $500 for honest hard working people like me, they've decided that I should have to pay an additional $2,300 to repair a unit that I can replace out of pocket for $3500. They are claiming that I need to pay for, "modifications" which mean that they aren't taking responsibility. By their logic, because my unit is older, my warranty is void, and I should have to pay for nearly the entirety of any repairs. This is the reason that their google ratings are 2.1 out of 5 stars. They least they could do is refund my $500, since they haven't done anything to help me with items covered under my, warranty. That would mean however, that they aren't criminally ripping people off. They realize that for most people, it's not worth the time, aggravation, or cost(with legal representation) to fight them. To recap:Home Warranty of America ignored the advice of their own vendor for replacement.HWA ignored me, didn't return voicemails, and lied to me constantly about what they were doing.HWA also breeched their own contract: General Covered Provisions, Section 111(Service Calls) part B reads, "HWA will dispatch Service Requests to an Authorized Repair technician with in 48 hours". It took 6 days get someone out to my home. When I called and asked HWA when someone would be out, I was told they contacted the vendor and I would have to speak to them. I called the vendor and was told they hadn't received anything for my account from HWA. This is very typical of Home Warranty of America. This had easily been the worst experience I've ever had as a consumer, I would have happily helped with the cost for a replacement unit, the money was never the issue. Its the principle of being lied to to, ignored, and taken advantage of. If anyone reads this please head my warning, DO NOT USE HOME WARRANTY OF AMERICA.
Sincerely,
[redacted]

November 17, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MA-[redacted]   Dear Ms. [redacted]:   We have received the complaint and provide the following response.  ...

The customer’s hot water boiler failed. Per section V.A of our contract:   “During the period of Home Owner’s coverage, HWA will pay no more than $1,500 per covered item for diagnosis, access, and repair or replacement of any hot water or steam circulating heating systems or glycol system, or geothermal/water source heat pump.”   The check was accepted and processed. Unfortunately it was sent to the customer’s old address.  We are waiting for the check to be returned and/or voided, before we can express a new check to them.  They are fully aware of this situation, and are aware we are expressing this check as soon as we are able. We apologize for the delay, but we cannot expedite the issue more than that.   Sincerely,     [redacted] Escalated Special Handling

September 26, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted] MO-[redacted]   Dear Ms. [redacted]:   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. The Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visit. The Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or denied.”   The customer is not entitled to a trade fee refund, nor are they entitled to a full contract refund.    We have processed their refund, less $30.00 cancellation fee, in the amount of $470.00.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

May 9, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted] FL-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint and are providing the following response. The...

customer has had a contract with us since November 29, 2015. We have paid approximately $500.00 over the course of seven claims under the contract. The customer has proposed a course of action, in reference to receiving reimbursement for a storm water gutter drainage failure, that he filed as a plumbing claim.  As this is not a failure that is eligible under our contract, as the contract specifically excludes gutters and drains in reference to the optional roof leak repair coverage,  we will not provide reimbursement. (Not only does the customer not have this optional coverage, but it is a contract exclusion.)    Since we decline to reimburse for the non-eligible issue, he is requesting a full refund of his contract cost, incorrectly claiming that we have breached the contract. Even if this claim was correct, the customer would only be entitled to a pro-rated refund, lest costs paid on his behalf and fees.  Since we have paid more than the cost of the contract in covered claims, there are no funds to reimburse.   He states that he is now intending to dispute his payment with his credit card company, over claims of false advertising, on an almost 6 month old contract, that has more than paid for itself in coverage.  We will wait for them to contact us, in reference to the issue. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 18, 2016 Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006    Chicago, IL  60611 Re: [redacted]: Boyle IL-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint and provide the following response....

 On July 7, 2016, the customer opened a 13 month warranty with our company.  On July 9, 2016, they moved into the property On July 11, 2016, they noticed a failure with the dryer, after using it twice.  Per contract, we sent a technician to investigate the failure, and they found that the timer failed on the 26 year old unit. (Please note, this part is no longer available) We requested the customer’s inspection, and other  supporting documentation.  When this was received, we reviewed the information and confirmed the unit was in proper working order.  Per contract Section VII.I: “for the first 30 days of the Home Owner’s Coverage Period, HWA is not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, HWA will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of similar parts.” We have provided the customer a check for the cost of the timer.  Sincerely, Car[redacted]DE Svcs HWA Claims Handling Manager