Home Warranty of America

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:  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]

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

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

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

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 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]

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

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]

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)

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]

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

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

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

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

March 28, 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 complaint, have contacted them as requested,...

and are waiting for their call.   Sincerely,     [redacted] Escalated Special Handling

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

September 2, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] OK [redacted]   Dear Ms. [redacted]:   We apologize for the delay in the customer’s repair, and the...

miscommunication between our office and the technician, in reference to the replacement coil.   We have approved the technician to provide the replacement.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:"This is after the customer filed a complaint stating a supervisor did not call him in exactly 24 hours." My complaint was not that a supervisor did not call me back in 24 hours. I had a complaint that I tried to handle though your internal customer service channels. When that failed, I specifically asked how long until I get a call back? "Less than 24 hours" When the 24 hrs expired. I stepped out of your channels and contacted the Revdex.com. I received phone call from the supervisor 2 hours later and voicemail that only says call me back. I will not have anymore undocumented conversations with your company and I was waiting from a response from the Revdex.com. Then on Thursday, I received another voicemail with instructions about what information you need. In the email that I sent this morning, I reported that I am waiting on a copy of the home inspection but I supplied the invoice your contractor gave me where he reports there is a leak in the evaporator coil but he only performed the work of adding the Freon."we never received any information after the customer’s September phone call, until April when he called back.  Then we received the technician’s diagnosis, and are waiting for the correct information, showing that the unit was in proper working order."-So you have a phone call from me saying that I am still waiting on a repair and still have not received information from the contractor that you hired to tell you otherwise. And you still closed the Claim? If I never made the call in September telling you the request was still open, I would understand that the lack of communication would be satisfactory to assume the work was complete. But I did make that phone call, so the last form of communication you have in regards to this claim-since you reported that the contractor never reported in- is that the work was still incomplete."We did not charge the customer $140.00."- the previous attachment and the one sent to HWA directly shows an invoice from a contractor working for you, paid in the amount of $140. "based on the repair that the customer claims was done"-What repair are you meaning, no repair has taken place. "The customers opinion that we “waived any pre-existing issues” does not effect this issue, and is completely false.  Proof that his non-functioning air conditioner was in proper working order is what we wish to verify, by the requested proof of repair from prior to closing." I am working to get a copy of that report, but as I stated before-when you were accepting my business, there was no need for proof of working condition. When I first made a request for service, there was no request for prior working condition. But now that this repair will cost HWA, I have to prove prior working condition. Also on your websites costs & coverages page https://secure[redacted]onal-order-flow&_flowExecutionKey=e1s1, after selecting my state "Oklahoma"The very first line  under covered services are "Pre-existing". I do not understand why I am being required prove anything. I am also not looking for a refund, all I am asking for is for your company to come back and finish what it started. I have provided documentation that you came out for diagnostics and found an evaporator coil leaking. When I called back I was told that I would have to pay to have that done again. I do not feel I should. I paid once you failed to move on it, your company should be responsible.
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I continue to reject the response from this Business. They are scammers. I have printed complaint after complaint online showing they did many other Customers the same way they did us. Thank God I just received a call from my Local TV Station in Charlotte NC wanting too do an interview with me concerning this matter.They reviewed HWA on [redacted] and saw all the other complaints. So I will get to go on live TV and tell my story. I am sure afterwards more people who had bad dealings with this Business will come out, and maybe spark the NC Attorney General to Investigate.