Home Warranty of America

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]

Complaint: [redacted]
I am rejecting this response because:  The mechanical failure was noted in proposal/diagnosis sent to HWA on March 8.  HWA is now trying to make me use their approved vendor who is the company that did not submit the required information for 4 weeks and was the reason I submitted the claim to Revdex.com.  [redacted] was "non responsive" as HWA put it.  They gave me another apporoved vendor who is also nonrepsonsive to HWA.  I am in an emergency situation now under threat of fire in furnace and carbon monoxide poisoning and need a resolution now.  I was told by HWA to use my own vendor to expediate the emergency resolution and now half way through this resolution, HWA is trying to make me use their approved nonresponsive vendor again.  My vendor has already provided the diagnosis (March 8) and will have the required pricing breakdown  Monday.  I just contacted him yesterday.  I cannot wait for their non-responsive approved vendor to start over again.  This is 4 months since the initial call on this issue.  It's tough with no heat in New England in wiinter/early spring.
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 as long as the reimbursement of $319 is received within the next 15 business days.
Sincerely,
[redacted]

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]

October 26, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]:
We have received the customer's complaint, and provide the following response.
On September 22, 2015, The customer filed a claim under their Garage Door System coverage, advising that the door was not closing. . Per our Contractual agreement, we assigned a technician to diagnose the issue.
On September 24, 2015, we received their diagnosis electronically. It stated, " Customer need a new garage door. All 4 panels have metal that is splitting. I showed [redacted] where the damage was and that is not fixable. Left pricing to replace the garage door. Collected a trade call fee of $50 and told [redacted] that I would apply the $50 towards the replacement door." Per our contract, Section IV.I, under excluded items, the first item listed is 'Garage Door"
The customer called us, and we advised them that the failure was with the excluded door. We offered a second opinion with the fee pending, but the customer declined, wanting to pay no additional fee, whether the second opinion agreed with the first or not. They spoke with a supervisor, and then wanted a second, who left them a message the following day.
Two weeks later, the customer called back, after replacing his door and his opener outside the warranty, and wanted to send documentation for reimbursement. We have offered to review his documentation, but have not guaranteed any reimbursement , as 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 did not approve a technician to replace the customer's opener. We do not provide coverage for the customer's garage door.
So, we decline the customer's desired resolution, and are waiting for the documentation they stated they would provide for review.
Sincerely,
[redacted]
Escalated Special Handling
[redacted] Contract.pdf)

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

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

October 26, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted]: [redacted] WV-[redacted]   Dear Ms. [redacted]:   We received the...

customer’s complaint and have arranged an installer to install the unit.     Sincerely,     [redacted] Claims Special Handling

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

September 9, 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 the install has...

been approved and scheduled.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:The issue IS NOT RESOLVED, the only thing that has occurred is an appointment with the technician.I will be happy to close the case WHEN THE REPAIRS ARE COMPLETED.
Sincerely,
[redacted]

January 30, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: 11950311 : Burleson  IN-2226553   Dear Ms. [redacted]:   We have reviewed the customer’s complaint, and contacted them...

directly to resolve the issue.   Sincerely,     Carl [redacted] Escalated Special Handling

October 17, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] MN-[redacted]   Dear Ms. [redacted]:   We have spoken to the customer, requesting documentation, to...

confirm contractual eligibility for the water heater.   When the documentation is received, we can confirm coverage.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

October 11, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] IL-[redacted]   Dear Ms. [redacted]:   This complaint was resolved with the customer directly, hours...

after it was filed.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because: Yet again, HWA has shown an utter lack of interest in providing service. I am now over 2 weeks in waiting for any contact with HWA that I have not initiated, and the service provider I called yesterday had no record of HWA ever even contacting them. Thus, even if the contract only requires HWA to contact the service provider, they have entirely failed to do even that. I only receive any service from HWA after establishing a Revdex.com complaint. I believe this is sufficient indication of the level of service HWA is willing to provide its customers.  As I mentioned initially, my primary reason for filing these complaints is to establish a formal warning to others that when selecting a home buyers' warranty they should strongly consider alternative providers than HWA. 
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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that [redacted] from HWA has worked with me on this complaint and we have resolved the matter and will consider it closed. 
Sincerely,
[redacted]

June 22, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]  IL-2062404   Dear Ms. [redacted]:   We have received the customer’s complaint, and a supervisor has...

addressed his concerns directly as of June 15, 2016.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

Complaint: 10954260
I am rejecting this response because: you send out a contractor the first time and they are clueless and don't fix the problem. then a 2nd time, then a 3rd. it takes 3 times before you fix anything. yes some claims have been fixed but it took 3 plumbers back in the summer and your supervisor didn't want to do that. said I should expect the leaking sink the guy didn't fix. the roof guy took my money. he didn't even check the roof out. I paid like 500 for the warranty so if 3 months are left you owe me something.
Sincerely,
Jeff Naish

Complaint: 10944084
I am rejecting this response because AHW has not said that the claim I called to make will be accepted. In addition, they never sent me an outstanding bill, but did take payment for a higher policy. How is this acceptable business practice? In addition, I didn't pay the remainder of the policy. 
Sincerely,
Roberto [redacted]