Home Warranty of America

June 30, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] AZ-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and the technician has...

advised that the repair will be completed tomorrow.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 2, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] NC-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and are providing...

the following response.   On the evening of June 3, 2016, the customer filed a Refrigerator claim, stating their unit had no power. We assigned a technician, per our contractual agreement,     On June 6, 2016,  the technician advised that a power surge damaged a circuit board, and may have damaged a control board.  Per our contract section VII.G:   “HWA is not responsible for consequential or secondary damage. This includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, …, electrical failure or surge,… “   At that time, the technician also gave us the part numbers, with which we determined that the unit was repairable.    On June 9, we advised the customer that the issue would not be covered, due to the diagnosed surge, but when the customer requested that we re-evaluate the issue, we determined that we could address the repair.    When we advised we could address the repair, the customer told us they had already replaced their unit.   We offered them our cost on the repair, and even added additional funds to that cost, which the customer accepted to resolve the issue, as of yesterday   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: The techician stated that the unit cannot keep up with the heat and constantly running and the temperature inside the house is well over 86 degrees while the thermostat is set at 70 Degrees. So how is that considers to be " working properly "? In addition, it is causing health problems to the members of the family who has asthma. The insurance company never got back with is to tell us the outcome of the visit and  they stated( when they contacted us initially) that we can bring HVAC tech of our choice and not  bringing their own HVAC technicians who are either do not anything and then do not respond if there is a follow up is needed or do not do wjat they supposed to do. In our opinion the company contracts with companies who are cheap and do not know their jobs just like the company its self. Very unprofessional and trying to buy time before our contracts runs out. 
Sincerely,
[redacted]

October 4, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] VA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry and provide the...

following explanation.   There have been four technician’s assigned to the customer’s Refrigerator claim, since it was opened online, on the afternoon of Sunday, September 24, 2017:   The initial technician diagnosed a sealed system failure, which they are unable to address. The second technician could address the failure, but scheduling difficulties, made their service impossible. The third technician was assigned, but declined to take sealed system  call at time of service. And now we have a technician assigned who is aware of the issue, and willing to address the compressor replacement.   We apologize for the delay.     Sincerely,     [redacted] Office of the President

February 23, 2018     Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] MA-3294478     Dear Ms. [redacted]:   We have received the customer’s inquiry and...

provide the following explanation.   On December 29, 2017, the customer opened a 13-month warranty with our company.   On January 8, 2018, the customer filed a claim on an Heating system that was not working properly.   On January 19, 2018, we were advised by the technician assigned to service the customer’s unit, that the customer’s Heat pump condenser (the external component of their HVAC system) had failed, and needed to be replaced.  On that date, we were advised that her inside unit (air handler) that had not failed, would not work with the replacement unit, and needed to be upgraded to match the new unit.  That date, we contacted the customer, and explained that the warranty would address the external replacement, but the internal unit would need to be upgraded to match the external unit at the customer’s cost.  The customer requested a supervisor call, which was returned the following day, with a message being left for the customer.   Two days later, the customer called our office and was advised that we could also provide a cash out, of our cost on the eligible replacement (the external unit that failed).   Per contract:   ·        Section I.B.7: “Covered System(s) and Component(s)” means: (i) systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property; (ii) are in proper working order on the Coverage Period Start Date and (iii) become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”   The customer’s heat pump system has become inoperative, with the specific failure being the condenser component of the system.   ·        Section V.A: “Except as noted above or when the optional SEER/R-410A modifications coverage is included in Platinum and Diamond Plans, HWA will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment “   The warranty will address the failed condenser component, but not the needed upgrade to their air handler necessitated by the installation of the new equipment.   ·        Section VII.Q: “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any Covered Systems and Components.”   As the warranty cannot install the condenser component, without the customer paying for the internal upgrade to match the condenser, if the customer declines to pay for the internal upgrade, the warranty will provide a check for our actual cost of the external condenser component replacement.   We apologize for any confusion in the providing of this information.  The customer is now aware of the options, and we await their decision to pay for the upgraded Air Handler or accept our check for the cost of the Condenser   Sincerely,   Carl [redacted] Office of the President

Initial Business Response /* (1000, 5, 2015/09/10) */
September 10, 2015
Esther [redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted] Sellers IN-1679020
Dear Ms. [redacted]
We have received the customer's complaint,...

and are providing the following response.
When we assigned the first technician to address the customer's claim, they provided a diagnostic that was not covered under the contract. When the customer disputed the diagnosis, we gladly sent a second opinion to re-evaluate the issue, but they never provided us their diagnosis. When we received a diagnosis from the third technician, we approved their repair the same day.
The customer references third party complaint sites (which he has also threatened to add complaints to), though their complaint is based on us not receiving the diagnosis from the technician which is outside of our control.
Sincerely,
Carl [redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
HWA has never fixed the original issue.
The 2nd repair tech said the 1st tech's diagnosis was wrong, it was low on freon and most likely leaking at the A-coil. He added freon on his own accord to get us up and running again. He claims he has provided HWA with the report including pics of his gauges as proof of the diagnosis. He would have no reason not to submit the claim, as that is how he gets reimbursed.
My A/C unit began inefficiently cooling again after the freon began leaking down and I made MANY calls to HWA for 2 more months thru the hot Summer, who kept placing the blame on the tech for not providing the data to them. The HVAC tech claims it is common to deal with that and having to resubmit as they deny receiving it.
The A/C leak has NOT been fixed, consequently the A/C unit runs longer and harder trying to keep up with the cooling all Summer due to the leak down, which was most likely the cause of the capacitor to fail. Additionally, running longer and harder to keep up, costs me needless additional money in electrical costs the entire Summer!!!
I chewed out HWA's customer service rep on 8/30/15 that it is Summertime, HOT, and my A/C is NOT working at all. Yet gain, and for the past 2 months, I was told it was the fault of HVAC tech #2 for not providing a diagnosis. I said to STOP blaming him as "if" indeed they are having trouble with "their contractor" GET ANOTHER ONE out here!!!
They indeed FINALLY got C. Morgan from Blue Flame HVAC out here, and replaced a part...BUT, he confirmed it was low on freon AGAIN, and filled the unit on his own accord.
It is leaking..it is leaking HWA, and it has NOT been REPAIRED, but you want me to keep allowing the unit to run longer and longer to try to keep up when it is low. A/C units DO NOT cool adequately when they are low on freon.
C. Morgan also scoffed at the incorrect diagnosis from the HVAC #1 company saying they were just wanting to sell something that was NOT needed.
Allowing the freon to continue to leak (and contaminating the environment with the older outlawed freon), and having it refilled every so often is NOT fixing what is the KNOWN problem. It continues to leak down, because there is a leak in the system...duh!
Apparently, I am not the only one fed up with HWA's lack of service. Tec #3, C. Morgan of Blue Flame said he was about fed up with them too, as HWA has NOT paid him for ANY of the service he has done for them. Apparently, they don't like to pay out claims to customers AND the techs after doing repairs. Crappy company you are HWA!!!
I want HWA to honor the warranty, and correctly repair my system. Paying the repairmen would be a nice bonus.
Scott [redacted]
Final Business Response /* (4000, 9, 2015/09/30) */
September 30, 2015
Esther [redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: 94568375: Sellers IN-1679020
Dear Ms. [redacted]
We have received the customer's response, and are providing the following response.
We have no explanation as to why the second technician would not provide us a diagnosis. The customer may insist that the second technician did, and if they had, we would have addressed their diagnosis. Unfortunately they did not provide it, which is why we sent a third technician. They provided us their diagnosis, which we approved. That technician, per a confirmation call to them to confirm the diagnosis, checked the customer's AC system, and did not find the system low on charge. He did not add refrigerant. Additionally, though it is not the concern of the customer, and not at all pertinent to their complaint, the technician has been paid.
Now it would seem that the customer feels there is still an issue with his system, and rather then follow the procedure of reopening a claim, he is doing as he told us he would previously. He is adding to our complaints online, to questioning anything he can in a public forum.
Sincerely,
Carl [redacted]
Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because: I reject HWA's use of Under The Contract as an excuse. Under the contract SERVICE CALLS B.- HWA will dispatch service requests to an authorized Repair Technician within 48 hours. To claim they satisfied this condition by finding a technician on the 11th of May, when I notified them on the 1st of May, is not living up to the contract that they like to quote in response. Also, to have a representative tell me that I should find a technician myself (it's not in the contract, for me to do their job)) & then pay the full price of repair myself (with the possibility of reimbursement), that is not by the contract, which states- $100.00 or Actual cost of service, whichever is less. I reject HWA's using the excuse of not in the contract, when they can't seem to go by it themselves. Why they would want to have a dissatisfied customer over a mere $200 request to be reimbursed for their share ( when I'm sure they know they made the mistake), that makes no sense to me. I bought the most basic $300 washer from Lowe's home center and think it's not to much for them to do the right thing. 
Sincerely,
[redacted]

June 23, 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 provide the following response.   As the contract states. In section I.B.7:   “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.”   We are saying that the defect with the unit would have been detectable by visual inspection or mechanical test on the coverage period start date.   We appreciate the fact that the customer only wants us to pay the labor for the Builder’s technicians, who addressed the replacement under the manufacturers warranty, but we are not liable for any costs on this failure, as it would have been detectable on May 21, 2016.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

August 4, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted]  NJ-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and the...

technician assigned and approved to complete the issue has not communicated with us, in reference to the completion of the repair.    We have had to assign a second technician to address the issue..   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

June 6, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: File Number: [redacted]  FL-[redacted]   Dear Ms. [redacted],   We received the customer’s complaint and have...

refunded the customer’s $15.29, per our agreement.      Sincerely,   [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because: Unfortunately I must say that the statement that we rejected the first technician is a lie. We have had more than 5 technicians coming to us. We have not declined single technician assigned to us.it is correct that we have found a technician who maybe able to fix it (we were surprised that we were able to find someone when home warranty as a company could not find a capable technician). However this technician used to work as an official vendor for home warranty and now he does not and he is so upset with home warranty that unless home warranty calls him the refrigerator will not get repaired because apparently home warranty has a rule that if we find our own technician he still has to get in touch with them to get approval. Obviously someone who worked with home warranty and now does not and is so disgruntled by them that they do not even want to call home warranty goes to show the level of satisfaction that home warranty keeps on any end.I also have difficulty agreeing that home warranty believes that they are not responsible to replace the appliance if the appliance cannot be fixed.
Sincerely,
[redacted]

Complaint: [redacted] I am rejecting this response because: The requirement that I replace the internal unit PRIOR to the external unit being replaced was not addressed until I received a call from the office of the president of HWA on 2/23/18, only AFTER I filed a complaint with the Revdex.com. I was told numerous times by customer service at HWA that the external unit would be replaced, but the internal wouldn't. That was all. On numerous occasions, I asked why they were willing to replace a portion of a system knowing the back-up unit would not communicate if it was, because that made absolutely no sense to me, and HWA's customer service told me because "that's what your policy covers". They never clearly expressed that I needed to replace the internal unit FIRST. I was lead to believe that they were not interested in whether the whole system would work, just that they would replace the broken part. HWA didn't even contact the manufacturer to confirm the units wouldn't communicate until I prompted them to do so. I have spent over a month in the dead of winter calling HWA on 20+ occasions, and HWA has done nothing to ensure the appropriate steps be taken to triage this claim in an efficient and timely manner. Whenever I called or was called back by a manager, the representation from HWA knew no information about my claim, and I repeatedly had to update them (even though every phone call was documented by HWA) on where things stood and was never given any resolution/solution. The main issues of concern that are not being taken into consideration are as follows: 1. The warranty contract (WHICH I NEVER WAS GIVEN A COPY OF PRIOR TO PURCHANSING THIS POLICY and still to date have not received) contains fine print that no consumer would understand (information which one of HWA's employee customer service agents even admitted to me he also did not understand). 2. The warranty falsely advertises that they cover "pre-existing conditions" and "heating systems". The word "system" is defined as 'a set of connected things or parts forming a complex whole'. HWA should be replacing the system as promised in their advertising. (Of note, I was also convinced to buy additional coverage (over $200) the day I filed the initial claims (3 in total), which I was assured would now cover everything after 30 days.) 3. The HVAC technician recommended by HWA did not fully inspect the internal unit when they were at my home assessing the external unit. They internal unit "appeared to be running" and HWA considers that a sufficiently functioning heat system. My partner and I have a neutral party HVAC company that specializes in our particular heating system (not referred by HWA) scheduled to come and assess the auxiliary heating unit tomorrow (2/27/18). We will be forwarding their findings along to HWA's claim department. (In a separate claim we filed with HWA, we found out the electrician they referred us never pulled the appropriate permits needed to fix what they did, and now the town is getting involved and plans to come inspect our home. HWA does not make sure the workers they recommend follow necessary regulations to do the work they do which is very unsettling from a consumer standpoint.)4. The communication skills on HWA's behalf are severely lacking. Based on my review of their response to this complaint, their documentation does not accurately reflect the correspondence actually occurring between the consumer and their representatives. Their customer service representatives do not accurately explain the coverage consumers are being provided or why coverage is being denied, which prevents the consumer from having adequate information to proceed with measures on their end in a timely fashion. My heating bill for January was $650 because the current heating system is dysfunctional and I have been waiting for updates from HWA.5. It is my belief that HWA has no interest in doing their due diligence, and I feel like the burden has been and still is entirely on me as a consumer throughout this process to figure out the appropriate steps that should be taken in regards to repairing my heating system. Regardless of what HWA's transcript document claim was discussed, I would suggest the president's office review the recorded conversations that took place throughout my correspondence with HWA. It will be VERY apparent where their company was lacking and why I am escalating this concerning matter. Consumers deserve better than this. I am currently in the process of acquiring legal council to assist me in dealing with HWA moving forward.
Sincerely,
Arielle [redacted]

April 20, 2016   [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 rebuttal, and are unsure why the customer has provided this response.     We can confirm that we spoke to the customer on April 8, 2017, when the customer called our realtor service line (the number for which they had to receive from their agent).   We can confirm the claim was filed on the evening of April 8, 2017, and the customer should have an e-mail to that effect.   The customer claiming that our response is ‘factually inaccurate’, is itself factually inaccurate, as we had/have representatives working on Saturdays, and he himself  admits that his wife spoke to an employee on April 8, 2017.   We consider this matter closed. Sincerely,     [redacted] Escalated Special Handling

May 17, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response....

  On April 21, 2017, Mr. [redacted] opened a warranty with our company.   Eighteen days later(May 9, 2017), he filed an Air Conditioning  claim with our office, reporting a lack of cooling in the home.  Per our contractual agreement, we assigned a technician to diagnose the reported failure.    The following day, the technician provided the following online response:   “There is nothing wrong with the AC system or furnace. The thermostat is located in a bad spot. The vent system has issues with the layout of the system.”   The customer was advised of the technician’s diagnosis, and requested a second opinion.  We advised that we can send one, but if the technician agrees with the initial diagnosis, there would still be nothing to repair, and a second fee due.   Thus, the customer has filed multiple complaints, eluding that our technicians are biased, and claiming that the prior owners had no issues with the cooling for 15 years, though the unit in question is 6 years old, per the customer.    The day after the complaints were filed, he called our office, and accepted the second opinion.   We have contacted the customer, to discuss the issue, and left a message.   Sincerely,     [redacted] DE Services HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: I still haven't received a phone call explaining anything.  Being a real estate agent, I will be sure that no one in our office ever uses or refers your company again.  This company is such a scam.  I have read through the contract and see no place that it is stated that grout or sealing is excluded, no place that states the pan is excluded from coverage.  
Sincerely,
[redacted]

June 16, 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 the issue in question was addressed...

with the customer directly on June 12, 2017.       Sincerely,     [redacted] Office of the President

May 17, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] CA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response....

  On October 7, 2017, the customer opened a warranty with our company.   On April 24, 2017,  the customer reported that their tenant was having  an Air Conditioning issue, stating  he property was not being cooled.  Per Contract, we immediately sent a technician to diagnose the unit.     On April 27, 2017, the technician reported that they found loose connections, and repaired the issue.   About a week later, the customer reported that the unit was still not working properly, since the vendor came out.  We sent a second opinion, at no fee due, to diagnose.   Per the second opinion, the 13-15 year old [redacted] unit :   has +1/4" line installed (factory calls for 3/8 liquid line) has a bypassed time delay (improper repair) the outdoor unit is not level;(the tenant re-leveled unit himself) sign of refrigerant leak at suction line fitting; 40 amp circuit keeps tripping; run load amps is well below average; with a weak breaker.   Per 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 most of these issues would not occur due to normal wear, which is required per our contract, we requested the customer’s inspection to confirm the unit was in proper working order.   Per the inspection, the inspector recommended an evaluation of the unit, to correct a number of issues, including the leveling of the unit by an HVAC professional which was not done.   As the unit was not in proper working order, we would not address the replacement under contract.   Sincerely, [redacted] DE Services HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because the company have already confirmed their responsibility in this case.
Sincerely,
[redacted]

October 19, 2015
Esther [redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: 94573336: Johnson TX-1383698
Dear Ms. [redacted]:
We have received the customer's complaint, and have addressed this issue with them directly....


Sincerely,
Carl [redacted]
Escalated Special Handling

October 5, 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 contacted them directly to address the issue.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager