Home Warranty of America

March 30, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] : [redacted]            TX-[redacted]   Dear Ms. [redacted]:   We have received the customer’s rebuttal, and will provide the full explanation of her two air conditioning issues , dating back to December 2016.   On December 25, 2016, at 9:17 PM CST,  the customer reported the following Air conditioning claim:   “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Everything is on and running but we are getting very little cooling Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: Two Q: Please tell us which part of the home is not cooling A: Downstairs Q: Please tell us how long the unit has been running properly for this season. A: More than 2 Months Problem Description: Fan is blowing air but not very cool”   Per our contractual agreement, we assigned a technician, to diagnose the reported failure.   On December 28, 2016, we received the following diagnosis:   ‘The customer’s 21 year old AC unit  was low on refrigerant.  The technician  did an electronic leak check, and found multiple non-repairable leaks in condenser coil.  The Evaporator  coil is 410a compatible, but unit needs to be leveled & rehung with proper strapping, and must modify drain.’   We received the technician’s breakdown of covered costs to replace the condenser, as well as the non covered modification costs to complete the install, and rehang the coil.  Per contract section V.C, and section VII.J:   “Except as noted above or when included in Diamond and Marquise Plan, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate/clean a system of R-22 necessitated by the repair of existing equipment or the installation of new equipment.” “Unless the optional coverage for such is purchased, HWA is not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components or installation of different equipment and/or systems.”   We called the customer to review the Non-covered costs, and request their approval.  The customer refused and demanded a second opinion.   We advised her of an additional service charge(which would be paid to a second technician for their diagnosis) which she refused.  She threatened numerous complaints, and demanded a supervisor. The supervisor called her the same day, explaining why we would not send a second opinion to get the customer a second estimate for non covered charges.  The customer wanted to call their own technician outside of the warranty, which we could not reimburse.  We provided the customer a cash out amount on the cost of the repair, and advised they could accept that, or pay the non-covered costs.   The customer requested to call the technician, and the following morning, after talking to the technician directly, approved the non-covered costs.   Now, in March of 2017, we have a failure with  the upstairs Air conditioning unit, and the same events occurred:   ·        Customer files AC claim online ·        Warranty send technician to diagnose ·        Tech determines a failure with a leaking evaporator coil, and breaks down replacement costs, and non-covered modifications. ·        Customer disputes costs and demands a second opinion, stating she will complain until she gets one.   At this point the customer gets a representative to assign a technician, in error, which is cancelled less than 30 minutes later.  The customer is advised again, that they can accept the cash out, or accept the non-covered costs.  This time, the customer accepts the cash out.   So, to address their complaint:   The customer is well aware that we do not send second opinions, so they can attempt to reduce their non-covered costs, which is what they wished to do on both their claims.   We advise the customer of how long the payment could take, but that is the longest it will take.   We are sorry that the customer feels this does not address their problem, but we cannot send multiple technicians to the customer’s house, at no cost, so they choose the non-covered costs they prefer.  This is why they can, and have, accepted our  cash out.   Sincerely,     [redacted] Escalated Special Handling

October 13, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted] MO-[redacted]   Dear Ms. [redacted]:   The warranty’s responsibility is for  rolled, asphalt shingle and clay tile roof structures.  None of which are located at this property.   We do not know what the customer means by  “confirmed their responsibility”, but this is not a covered issue.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

May 25, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] PA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s rebuttal, and  provide the following response:   Again, as stated, we do not reimburse the customer for work done outside the contract and without our approval.  We did not approve the customer to replace his unit, and we will not pay him for the unit he replaced.   We are sorry for his dissatisfaction, but we will not allow a customer to replace any appliance or system outside the contract that they choose, and then publicly demand that we pay for their purchase, because they feel it is the correct course of action.   We consider this issue closed.   Sincerely,     [redacted] Escalated Special Handling

August 15, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] TX-[redacted]   Dear Ms. [redacted]:   Since the customer is looking for the cash out amount, that has been calculated, and a message left for them to address.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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

and are providing the following response. On October 22, 2015, the customer noticed severe water dama** to their kitchen.  A claim was filed to address their plumbing. The following day, the plumber traced the problem to their dishwasher.  A new claim was filed, with no fee due, to address the eligible dishwasher. On October 24, 2015, it was determined that the 20+ year old unit had a cracked pump and motor.  The part was no longer available, so we approved the unit to be replaced. On October 25, 2015, we determined the replacement offer: ·         ‘** DISHWASHER M# [redacted] ·          or a cash out of our cost on the unit in the amount of $415.00 We advised the customer of the offer the following day. On October 28, 2015, the customer requested information on an upgrade of the unit.  We determined the upgrade cost, and advised the customer.  He declined the upgrade, and accepted the offered replacement unit. The unit was ordered on October 29, 2015, and was expected to be delivered between November 8 and November 10, 2015.  The customer was upset by this fact, but as he had issues with the restoration of his kitchen cabinets and floors, this was not an issue. In January, the customer contacted us in reference to the installation of the unit, which could not have been done, due to  the delays in replacement of his cabinets and floors. We offered our cost on the installation of the unit. On February 16, the customer called and advised he could not find someone to install the unit, so we assigned a technician. He then called back stating that the unit we offered, he approved, and we provided was not to his liking.  (He stated it was too small.)  We offered to take it back, and send him a check, less the restocking fees (that he was informed of when he accepted the unit), His response was a legal threat.  We have provided the customer a replacement dishwasher, as well as a technician to install it, and he approved the replacement provided. Sincerely, [redacted] Escalated Special Handling

May 20, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite [redacted]    Chicago, IL  60611 Re: [redacted]: Morse TN-[redacted] Dear Ms. [redacted]: We have received the customer’s complaint and are providing the following response. On March...

8, 2016, the customer closed on the purchase of their new property.  At this time, they did not have a contract with our company. Six weeks later, their agent called and ordered our basic coverage, at the customer’s request. The following day, the customer called our office, paid for the contract($570.00), and was looking for service on their AC system. The purpose of our home warranty contract is explained in section I.A.1 of our contract.  It states: “During the Coverage Period, HWA’s™ sole responsibility will be to arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.” The term ‘Covered Systems and Components’ is defined, per section I.B.7, as : “…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 break downs due to insufficient maintenance if at the time the issue or break down was unknown.” We would not address the maintenance of the system, but we offered the customer a referral to one of our local technicians. On April 27, 2016,  the customer called, with the maintenance technician on site, reporting that the unit needed to be repaired to run, and even with that the unit had been damaged due to long term misuse.  (It was covered in dog urine, which would not be a normal wear failure and not covered under our contract). We are sorry that the customer has run into this problem in their new home.  We will gladly provide the customer a refund of their $570.00 contract payment, upon receipt of their written request to cancel the contract. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

September 2, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] IN-[redacted]   Dear Ms. [redacted]:   The customer’s reimbursement was processed on August 29, 2016....

  Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: if january and febuary were processed as said why have they not been receive in my account! Not to mention what was marchs deduction for if the account was closed? WORDS are cheap refunds are when the money shows as a refund in my checking account.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The business has not offered to resolve the dispute as I requested in my Revdex.com complaint.  I requested that HWA refund my deductible fee of $65 as compensation for the work day (and corresponding pay) I missed when I took off work to wait for the second vendor who never arrived.  I also requested that HWA cover all of my selected vendor's costs, without exclusions, because of how long HWA has taken to address this matter. I received a phone call today, October 19, 2017, from Ms. [redacted] notifying me that HWA would only cover the cost to replace the drain pipe but would not cover the cost of the pop-up assembly because HWA considers the pop-up assembly a "drainage mechanism."  Ms. [redacted] informed me she was reading directly from the contract and "drainage mechanism[s]" are excluded.  However, HWA's contract does not define "drainage mechanism" as meaning a pop-up assembly.  Also, I am unable to locate the portion of the contract Ms. [redacted] was quoting because a reading of my contract qualifies drain mechanisms to bath tubs, not sinks.  Finally, a complete repair to the drain pipe cannot be properly effected without also replacing the pop-up assembly.  For the reasons noted above, I again request that HWA cover my selected vendor's entire costs, without exclusion.
Sincerely,
[redacted]

November 30, 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 as they stated, they have...

previously reviewed this issue with my office.   The customer refuses to acknowledge that a visual inspection or mechanical test of the exchanger, performed four days before his technician’s maintenance visit (which would have been the coverage period start date) would have discovered the failure.  The unit was not in proper working order on the coverage period start date.   This is why the issue is not, and will not be, covered under contract.  We have offered the customer a partial refund of his contract cost, and that is our only offer.       Sincerely,     [redacted] Escalated Special Handling

July 7, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] OK-[redacted]   Dear Ms. [redacted]:   This issue is not in reference to $1,000.00 worth of Polybutelene piping.   This issue is in reference to an inaccessible broken pipe in a floor and is addressed by the Contractual limitation:   “HWA will pay no more than $1,000 for diagnosis, repair or replacement of any Covered System and Component that is concrete encased or otherwise inaccessible.”   We have paid for the diagnostic, and are providing the customer the remaining cap.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

June 16, 2017   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: 12200209: Cano NC-2239520   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response....

  On May 2, 2016, the customer opened a thirteen month warranty with our company. This warranty expired on June 2, 2017.   On June 9, 2017, the customer called our office wanting us to reimburse her for an AC repair she performed outside of the warranty contract.   Per our contractual agreement:   ·        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.”   ·        Section III.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”   We received no call from the customer, prior to June 9, 2017, referencing an AC failure and no claim was filed by the customer reporting an AC issue.  We did not approve the customer to contact any technician, nor did we approve any technician to replace her evaporator coil.    Thus, we decline her demand for $1,650.00 for a coil replacement performed outside the contract without our approval.     Sincerely,     [redacted] Office of the President

July 8, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]  MI-[redacted]   Dear Ms. [redacted]:   We do not know if there are funds outstanding and are processing the cancellation as previously stated.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

November 7, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] TX-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint  and provide the following response....

  On October 27, 2016, the customer reported a leak and slow drain from their kitchen sink, that they noticed two days prior. We immediately assigned the claim to a technician, per contract.   On October 28, 2016, the customer called us stating the technician missed their appointment.  We called other technicians, looking to schedule service before the weekend, but no technician was available.   On November 1, 2016, the technician originally assigned reported that they rodded the customer’s  drain.   We are sorry there was an issue with scheduling with the customer and the technician, but we are not responsible for scheduling the service. (The customer’s and the technician’s schedules are outside of our control.)   Sincerely,     [redacted] Claims Special Handling

August 12, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] MN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and their...

compressor(which was under manufacturer warranty, was replaced earlier this week.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:How do we further escalate this issue?  I'm not asking to replace a part that is not faulty.  I'm asking to replace a part that is faulty and could lead to mechanical failure
Sincerely,
[redacted]

October 5, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] AZ-[redacted]   Dear Ms. [redacted]:   We have addressed the customer’s complaint, and he is receiving what he has demanded we provide.  This has resolved the customer’s issue, and we would request that he close this complaint, and reopen it if he does not receive his payment.      Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

September 12, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]:  Gray TX-[redacted]   Dear Ms. [redacted]:   As the...

customer was advised the day this complaint was filed, we are doing what we can to expedite the refunds.   Per their request for additional funds, Per contract:   “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 customer states her company did not charge a ‘trade call fee’, but they did charge her for the repairs.  Per contract, the customer will pay the contract’s $70.00 trade fee or the cost of service, whichever is less.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

April 12, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: Harris  IL-[redacted] Dear Ms. [redacted]: We have received the customer’s rebuttal  and are providing the following response. The customer states that the equipment to address the replacement of his unit is still available.  He then has the option to take the offered payment and replace it as he sees fit.  We can provide him a check at our cost for the replacement, which was offered.  We will not find and offer outdated equipment. The technician’s quote is for the upgraded coil, and the full installation of said coil.  If the customer wishes to provide our office his written quotes from these other technicians, we can easily review them, because it is clear that those offers would not be fully inclusive of everything needed to complete the installation .  If he wishes to have one of these other technician’s perform the replacement of the system, he can take our offered check. As stated, we provide a check at our cost.  He is speaking to companies that are providing him quotes at retail cost. As we are not responsible for his $1,500.00 demand, we are not responsible for his ‘cooperating’  $700.00 demand(which we assume he would wish to be in addition to our $648.00 offer).  We are not going to negotiate to cover his non-covered costs.   He can approve $1375.00 to have the technician complete the full repair, or we can provide the $648.00 offered payment, per his Contractual agreement. Sincerely, [redacted] Escalated Special Handling

August 8, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] CA-[redacted]   Dear Ms. [redacted]:   The customer received a response from myself on August 1, 2016 and their cancellation is in procvss.     Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager