Home Warranty of America

April 1, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: [redacted]  WA-[redacted] Dear Ms. [redacted]: We have received the customer’s...

complaint and have called him to address the available options for the repair.  A massage has been left and we are waiting for a call back. Sincerely, [redacted] Escalated Special Handling

April 18, 2016 [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 rebuttal and are providing the following response. The customer is now claiming the technician did not provide them the same diagnosis that they provided our office. We cannot address this information, except by stating that we can and did review the technician’s call, to confirm the information that the technician provided our office.   (As the customer has already stated our representative said something they did not, we are unsure how to take their claim of what another party has stated. ) Since the customer has already replaced the system, we cannot send a technician to re-evaluate the unit and confirm the diagnosis,   Therefore, the diagnosis received that this unit failed due to not normal wear is the only diagnosis that we can address, which is not covered under the contract. (We can only assume that in the customer’s response, when they state that their sprinkler system is “definitely pointing to the AC unit.”, was a typographical error, and not confirming the diagnosis they are disputing) Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because:For any reason, took two months to figure out a part number is no way I can accept. And as of today, Sep 12nd, I still not receive any call or emails regarding any update with this case, so I believe that the HWA sill not yet fugure out the part number, and my contract with HWA will expire in Oct, somehow I believe that they wont able to get it done before my contract ends. I will have to request refund for the $160 I paid to the first vendor that only added Freon and then vanished...they charged me $160 for nothing. And if the AC will not fixed before my contract ends, I will have to request my premium to be refunded. I can accept to pay 600 dollor for getting nothing. Thank You
Sincerely,
[redacted]

August 12, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]:  [redacted] LA-[redacted]   Dear Ms. [redacted]:   Per contract section VIII.E:   “If HWA cancels this Contract or if You cancel this Contract after the first 30 days of the Coverage Period then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $ 30 or 10 % of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by H W A;”   These are the only terms we are writing in reference to the customer’s cancellation.  We are not waiving the payments made on their behalf as a courtesy, or writing different cancellation terms based on their demand.   If they still wish to cancel the coverage, based on these terms, they are free to do so.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: 12421545
I am rejecting this response because: The service contractor called today at 1:09pm and left a message. As per my previous message, he had not called before (as indicated in the phone records I provided).  I have called the contractor back and the call is sent directly to voicemail.  I am unable to schedule an appointment at this time. 
Sincerely,
Laura [redacted]

July 7, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] TN-[redacted]   Dear Ms. [redacted]:   The customer stopped the payment to the technician.   They accepted their costs, paid them in ‘good faith’ and then cancelled the payment (which is not ‘good faith’).   We will gladly send the technician back to re-evaluate the issue, when the customer restores the payment that is due to the technician.      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 as long as the reimbursement of $319 is received within the next 15 business days.
Sincerely,
[redacted]

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. While not ideal, I have accepted their offer of settlement (buy-out).
Sincerely,
[redacted]

July 13, 2016   [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 complaint, and provide the following...

response.   We are sorry the customer feels we have not provided adequate service, though they did renew their coverage for a second year.  We have received their request to cancel, and per Contract section VIII.E(If HWA cancels this Contract or if You cancel this Contract after the first 30 days of the Coverage Period then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $30 or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA;”), are providing the prorated refund of the unexpired term, less an administrative fee, and service costs incurred.   We will not refund their prior terms premium, any of the current terms premium from the expired term, or any paid trade fees.      Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: a technician has never inspected either the furnace or the air conditioner. After addressing that my wife and I don't have any confidence in their technician they tried sending the same one out anyway. An appointment to inspect our air conditioner was never made with us. The MN Attorney Generals office will now be investigating this claim.
Sincerely,
Mark [redacted]

December 14, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] SD-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide the...

following response.   We thank the customer for their detailed description of the situation, and apologize for the inconvenience that they have suffered through this HVAC claim.    When they were offered the option to arrange their own technician, the customer was advised that any reimbursement provided would be at our rates.  These are much less than the retail cost on a repair or replacement.   Therefore, when we confirmed that a replacement was needed, and calculated our cost on the replacement, we offered that amount to the customer. They refused our offer.   We have increased the amount offered multiple times to resolve the issue, and have even sent a technician to the property, to address the issue under contract.    Unfortunately, this has not satisfied the customer, and they have advised they are addressing the issue legally.  We are sorry that this issue cannot be resolved directly.   Sincerely,     [redacted] Office of the President

January 19, 2016   [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 addressed the issue...

with them directly.   Sincerely,     [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because:At no time did I state a warranty was purchased with the air conditioning unit not working. As stated in my complaint, the unit could not be tested at the time of inspection (while purchasing my home) due to the cold weather. The air conditioning unit was working properly in the spring and summer until my service call to HWA in July. The reason I have brought attention to why the unit was not inspected was to point out that my warranty contract states it should be covered. Also, my contract do NOT state that any appliance covered needs to be retested at a later date.I expressed several times to HWA representatives that I had in writing the air conditioning unit was working properly, the HWA preferred company reported this, and I was still given rejections. HWA has sent [redacted] to my home 3/3/2017 and I have yet to hear if they will finally uphold my warranty contract and fix the air conditioning unit. I cannot trust closing this complaint until the air conditioning unit is fixed due to the run-around I have received previously and how close I am to the end of the warranty.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the seller's disclosure which was signed is a legal document. She stated it was working so as far as I'm concerned it was. Your representative asked me if it ever worked I said I didn't know since I closed on the house on 12/22/2016.I do not understand how you can charge someone  $500 for a home warranty that your company can't even hover. If was not covered you should have never let me schedule a service request that cost me $100. From the beginning you should have said I was eneligible. The claim was not declined because of the type of repair but because supposedly I was not covered from the beginning, so why allow me to schedule service when you could have just told me sorry sir that machine isn't covered, again not because of the type of repair that was needed but because I was not covered 
Sincerely,
[redacted]

May 17, 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 complaint, and  provide the following...

response:   On the morning of May 1, 2017, the customer opened a washer claim.  We immediately attempted to assign the claim to a local technician, but had no technicians with availability.  We then attempted to find a technician with availability to take the service call.   On May 4, 2017, we offered the customer the option to get their own technician, but they refused.   On May 11, 2017, we found a technician to service, but it appears the customer replaced his unit the day before.   Per 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 had no diagnosis on the failures with the customer’s unit and did not approve the replacement.  So, we will not reimburse the customer for the replacement performed without our authorization.   We apologize for any delay in service, but that in no way obligates the warranty to reimburse a customer for a non-approved replacement unit.   Sincerely,     [redacted] Escalated Special Handling

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

response.   On April 27, 2016 the customer acquired a free listing contract on a property that is being sold.   On June 27, 2016, a claim was opened for the HVAC system, because it was not cooling.  Per contract, at technician was sent to diagnose the issue.   Per that diagnosis the valves in the 11-15 year old compressor had failed, and the evaporator coil was leaking.  Both had worn away due to age.   Per our contract section VII.A. 1:   “A . The following are excluded from Listing Coverage for the Home Seller; 1 . Malfunction or improper operation due to rust or corrosion of all systems and appliances, (including plumbing systems, heating systems, electrical systems, built-in wall units or heat pumps) and/or air conditioning systems/coolers or pools/spas.”   The customer is aware that her AC system was rejected, due to corrosion (or wearing away due to age), and is referencing the part of the contract where corrosion is eligible for the buyer.  As this is not a buyer’s contract, the issue is not eligible for coverage.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

July 21, 2017   [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 inquiry as well as their technician’s second...

opinion of the failures with their prior system.   We are requesting to review their home inspection, to confirm their HVAC system was in proper working order on May 18, 2017.   (Please Note:  The customer reported the initial failure with their system was detected by them on June 5, 2017, roughly 2-3 weeks after their contract started.)   The customer is speaking directly with our office, and once their information is reviewed, we will be able to offer a cash out on our cost of the eligible equipment.      Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: The repair has still not been made.  The vendor claims he has the part but has yet to do the repair.
Sincerely,
[redacted]

September 13, 2016   Lucille [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 addressed the issue with the technician.  They will contact the customer to complete the repair.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:We would like a breakdown of HWA's cost estimate offered. When offered the $1,006 this information was requested and refused by HWA. If HWA could provide unit type and labor cost to replace our 34 year old unit, it would be of great assistance.  Also, the only reason HWA even considered replacing the unit was due to our complaints. A lot was untold in HWA's response, but rather go back and forth, we would rather get what we deserve as paying customers. We were lied to and we were customers for 11 years and were treated very poorly. To request a supervisor over and over again to no avail is unheard of. If we were even afforded the opportunity to speak with a supervisor, this would have resolved.  We were left with no choice but to fix our unit without approval because HWA would not respond. It makes no sense to just not respond at all. We have small kids and has to get our unit fixed. We live in Alabama where the hear is deadly!
Sincerely,
[redacted]