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

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

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

March 12, 2016 [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611 Re: [redacted]: [redacted]  OK-[redacted] Dear Ms. [redacted]: We have received the customer’s rebuttal  and are providing the following response. Per the statement made by the customer on September 18, 2015,  when the home was inspected prior to purchase , the unit blew warm air and did not cool properly. The customer stated it had been repaired, but the customer also stated that the unit has been freezing up since move in. Had the technician(the technician that was assigned to the claim by our company),  advised us of their diagnosis  in September 2015 , we would have requested the customer’s home inspection and proof of the repair that was done prior to closing at that time. As we were just advised of the diagnosis, we are asking for this information, as the contract addresses  unknown pre-existing conditions.  By the customer’s statement, there was a known issue on the inspection.   We cannot address the current repair of this issue, because we have no support that it was properly repaired prior to closing. The fact that the claim closed out automatically (due to age), does not change the fact that we are looking for this information, and when it is received, may be able to move forward with the repair the customer is requesting, based on that information..  There is nothing that will be done in reference to this claim, until we receive this documentation from the repair that occurred after the inspection, but before the properly 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] 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

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

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

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]

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 28, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] AL-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and the customer is not...

entitled to a refund of their contract, that expired on August 28, 2017, nor are they entitled to a refund of the paid service fee.   They are entitled to a cash out on our quoted cost of the repair, and just need to contact our office to accept this offer.   Sincerely,     [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because the vendor they sent out has been proven to be very inferior regarding his service.  The company name is [redacted] Air. I've done some research on HWA after the initial rejection.  Nearly every subcontractor that has been to my home to do a repair has multiple complaints on [redacted], Revdex.com, and other reputable websites.  I am guessing this is part of the reason HWA is also an inferior company and is rated a mere 3.0 out of 5.0 stars on the internet.  Other home warranty companies are rated 4+ stars, actually have reputable contractors, and charge less than HWA.  Unfortunately, like most people taken by HWA, this information was found out too late.  My intent is to blog very negative things about HWA, and complain on every website possible for the next year.  My intent is to cause HWA $20,000 to $30,000 loss of sales due to my future complaints. Although there will be no real way to track lost revenue; I believe blogging every day on three or four websites for the next year or two may do the trick.  I'm also going to contact an attorney regarding the inferior vendor that came out here and his reputation.  Both HWA and [redacted] Air are not providing the services we have been paying / have paid them to do.  This is borderline fraud and certainly amounts to a negligence claim.  In addition; my mother is a documented COPD patient.  HWA is / was aware of this.  Yet, they did not weigh this into the equation at all, because we are just a money machine for them, and noting more.  Thank God I bought some window units while waiting for a new system to be put in. God knows what my mom could have suffered.  I made HWA aware of this and also stipulated clearly that I have medical records for my mom proving her COPD condition.  Again, HWA went along with their incompetent vendor's opinion.  I understand [redacted] Air does not do anything other than warranty work.  This is typically due to the company not being good enough to do anything else and makes companies like [redacted] very affordable for HWA.  In turn, by [redacted] Air concluding that it is a preexisting condition; guess what, this works out wonderfully for HWA because now this incompetent vendor saves HWA a bunch of money by lying about our system and having the excuse not to pay the claim.  Way to go HWA.  See you in court, hopefully during or after I cost you 20 or 30k in sales.  
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: 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]

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

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]

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

complaint and are providing the following response. The renewal of the Contract the customer is requesting is no longer offered by our company, so we can not honor the renewal. We advised her of this fact. The representatives that she mentioned offered her a discounted cost, which we believed she accepted.  They cannot offer the customer her previous coverage at that cost.  If she did not approve the offer made to her, we will gladly cancel the Contract, and provide a refund of the amount taken for this term. Sincerely, [redacted] Escalated Special Handling

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]

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]

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

incorrect information he was provided.   We have filed the claim to diagnose the issue.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

December 8, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: [redacted] AZ-2140185Dear Ms. [redacted]:We have received the
customer’s rebuttal and provide the following response.A Samsung expert is not
needed to be able to tell that the dampers in a washing machine would not wear
out and fail, with no prior indication, within a single weeks use.  The warranty would not address
a unit that was not in proper working order on the effective date of the
contract.We are providing
reimbursement to the customer for their costs of the diagnosis, and that is all
we are doing for the issue. Sincerely,Carl [redacted]Escalated Special Handling