Home Warranty of America

August 16, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] KS-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and were advised that the...

installation was completed last week.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

Initial Business Response /* (1000, 5, 2015/07/31) */
July 31, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite [redacted]
Chicago, IL XXXXX
Re: [redacted]: [redacted] CA-XXXXXXX
Dear Ms. [redacted]
We have received the customer's request, as...

well as the needed pricing information on the repair the day this complaint was filed. The repair has been approved.
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX.
Sincerely,
[redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

June 26, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted]  GA-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, which was resolved with the...

customer  the day after the complaint was filed.   Sincerely,   [redacted] Office of the President

March 1 2018     Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] TN-3190875     Dear Ms. [redacted]:   We have received the customer’s inquiry and...

provide the following response.   On October 11, 2017, a home warranty was ordered online with our company on the customer’s behalf, (by real estate agent, Michael [redacted]). On that date, the agent was provided e-mailed contract information for the warranty buyer.   On November 10, 2017, we sent agent [redacted] a notice advising that the contract had not been paid.   On November 16, 2017, we received check 24813 to pay for the customer’s 13 months of warranty coverage. (This check was dated November 9, 2017, and was issued by Chapman & Rosenthal Title. Thus, the reference to a Home Warranty was included in the customer’s settlement paperwork from title.)   At that time, the customer’s contract information was sent by our office to their home address.  This information was not returned to our office.    On January 5, 2018, per their complaint:   “On January 5th my heating unit on my home went out in a panic I called 1 hour heating service they came to the home and had to replace the whole unit due to fumes leaking into the home I paid 7000.00 for the unit in which I make payments on.”   On January 8, 2018, the customer called our office, and reported the heating issue, stating it was noticed on January 6, 2018, and that he was having it replaced. We advised the customer that we would not be able to reimburse for services performed without our approval. Per contract section III.D:   “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; HWA will not reimburse for Services performed without its prior approval.”   The same day we received a call from agent [redacted], which we returned, leaving a message.   On January 18, 2018, we spoke to the customer, and offered to review his invoice, to see if anything could be done to assist with the unapproved replacement.   On January 22, 2018, we received the invoice and called the technician to confirm the technician’s diagnosis and recommendation.   On January 29, 2018, the technician advised of holes in the heat exchanger and a failed blower motor.   They provided the customer the option to repair/replace the unit, and the customer chose to replace the entire system. At which point, we offered him, as a courtesy, a check for our cost on the repair of the unit.  The customer responded that, per the technician, there could have been a system failure with the AC in the summer.  We advised that the replacement was not eligible because he addressed the issue outside the contract, without our approval.  We are helping with our cost of the repair, to address a non-covered issue.   He accepted our offer.   Now, the customer is making public accusations that he never received contract information, and demanding full reimbursement for a replacement arranged outside the contract and without our approval.  We provided the warranty contract information to both the agent and the customer, and we are not liable for the customer’s decision to replace a repairable unit outside the contract. We have gone above and beyond our agreement, providing payment to the customer for a non-eligible repair.   We would request that the Revdex.com delete this unjustified complaint.   Sincerely,   Carl [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: In pursuit of my claim against HWA I have learned that the Green Plus option of my Contract entitled me to the replacement of my inoperative 13 Seer split Heat Pump system, which HWA is required to cover by Contract and its own statements, with an Energy Star rated split Heat Pump system of a minimum 16 Seer. I am therefore increasing my cash payout request from $5,600 to a cash out payment of $6,728 ($5,600 previously paid by me to the Contractor for the installed 14 Seer system plus an additional quoted $1,128 due for an Energy Star rated equivalent  system of 16 Seer or higher).Additional comments relating to this claim will be sent by email to [email protected].
Sincerely,
[redacted]

October 19, 2017     [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 inquiry, and are sorry their sump...

pump was suffering an intermittent issue.   Per the diagnosis from the technician from July:   “Sticky switch, cleaned, all systems operating correctly”   In October, the technician found no mechanical failure with the system.   Per contract, section 1.B.7, the warranty requires systems and components “become inoperative due to normal wear and tear.”     As the sump pump was not inoperative, we would not replace the unit.    The customer has requested to cancel the coverage, and we are processing the cancellation, per contract.      Sincerely,     [redacted] Office of the President

October 10, 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 would like to respond accordingly.  Our Platinum Home Warranty Contract was purchased on April 29, 2016 for $900.00.   The first claim the customer references  was filed online on June 11, 2016, at 7:54 AM EST,  for plumbing:   “Covered Item Problem: Sewer Smell Has this item ever worked?: Yes When did you first notice the problem?: Two Weeks Ago Have you moved into the home?: Yes When did you move into the home?: 05/09/2016 Q & A: Q: Please tell us where the sewer gas smell is coming from A: Master Bathroom  Problem Description: We have been noticing the master bath, master bedroom and the master closet has a heavy sewer smell. It comes from the drains, the toilet, the walls. We also notice that the outside, but the septic system, has a heavy sewer methane smell. The letter we received from the previous owners stated that the septic was "serviced in April", just there is no listing as to what was done. Within 2 weeks of moving in, the septic stated smelling horribly, and the HUA type septic we have should have been making any smell at all. We were not notified of ANY septic issues at the time of purchase and nothing was disclosed to us. We have contacted [redacted] and have asked them to come out and look at it as we live in a rural area and there are no local providers that can check the system. We surely don't want to let this go and have a sewer back up situation. They have inspected it today, 6/11/2016, and stated there are issues with the sludge build up and there is NO chlorine in the tank . . .which makes us wonder what the other [redacted] company actually did when they were out here. There may be additional work that needs to be done and there will be a change for the septic pumping today. We will have all statements and receipts ready to hand over to you.”   Four minutes later, the customer purchased coverage for their septic tank pumping, as well as their septic system/sewer ejector pump, and a cost of $150.00.   Per our contract, section 1.A.2:   “Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.”   At the time the customer purchased the septic coverage they were fully and completely aware of a problem with their septic system.  In the plumbing claim filed before they added the coverage, they mention it was inspected that day, and there is a sludge build up.   As to the second plumbing claim filed on July 5, 2016,  the customer reported a septic odor from a moth prior.  Per their prior plumbing claim, they stated “Within 2 weeks of moving in, the septic stated smelling horribly, and the HUA type septic we have should have been making any smell at all.”   Per our contractual agreement, we sent a technician, who was on site the following day. They advised that there is an improper install of the vent line for the master bath shower. Per our contract section VII..J:   “HWA is not liable for repairs related to adequacy or capacity of appliances, components and systems in the home; improper installation, design or previous repair of appliances, components and systems: problems or failures caused by a manufacturer’s defect.”   Even if the issue were unknown, per the customer’s statement, the customer’s contract does not address improper installations.   We deny the customer’s demand that we pay for the item that they added coverage for after determining the problem,  as well as the improperly installed vent.   Sincerely,     [redacted] Claims Special Handling

September 2, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We received the customer’s complaint, and provide the following...

response.   On June 24, 2016, the customer opened a 13 month contract with our company.   On July 10, 2016,  he opened the following claim online:   “Covered Item Problem: Leaking Water at the bottom Has this item ever worked?: Yes When did you first notice the problem?: Yesterday Have you moved into the home?: No Q & A: Q: Please tell us where the water heater is located A: Basement Q: Please tell us specifically what kind of water heater you have A: Electric Problem Description: We are in the process of fixing up the house to move into when I was cleaning up the basement I noticed excessive water damage. Previous owner made sever "cubby holes" that everything is sat in. Once I started removing the paneling I noticed the hot water heater has been leaking.”   Per our contract, we sent a technician to investigate, and per their diagnosis, the customer’s 52 gallon electric water heater was leaking, and appeared to have been leaking for an extended period of time. Per our 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.”   We requested their home inspection, to confirm the unit was in proper working order.   Per the inspection the unit was marked as poor, and defined as “Poor: denotes items that are in average to poor condition overall. Poor condition items typically will need extensive repair or replacement.’  Their were signs of leakage and substantial sediment build up.   As the unit was not in proper working order, the warranty would not replace the unit.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

February 6, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] OH-[redacted]   Dear Ms. [redacted]:   We have reviewed the customer’s complaint, and the replacement of the system...

has been completed.     At the time of the January 23, 2017, diagnosis, we were requesting replacement costs and approved them when they were provided.   Sincerely,     [redacted] Escalated Special Handling

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

April 2, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] VA-[redacted]     Dear Ms. [redacted]:   We received the customer’s inquiry, and have spoken with...

the customer directly to resolve the situation.  We apologize for any delay or miscommunication in reference to the issue.   Sincerely,   Carl [redacted] Office of the President

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: [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.

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]

June 20, 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 complaint, and the repair was approved on June 16,...

2017.   Sincerely,     [redacted] Office of the President

March 14, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] MS-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry and contacted...

them directly to resolve the issue.   Sincerely,   [redacted] Office of the President

August 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 are not asking the customer for ‘evidence’.  We are stating the events of the claim, and explaining why the issue is not covered.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

February 26, 2018     [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 inquiry and have...

called them to review the complaint.   They have received our offer and will call back to resolve the issue.   Sincerely,   [redacted] Office of the President

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.
The technician installed a new thermostat which resolved the issue of the air conditioning being able to turn off.  
Sincerely,
[redacted]

March 6, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] SC-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry and provide the following response.   On May 22, 2017, the customer opened a 13-month home warranty with our company.   After ten months of coverage, the customer filed two non-emergency appliance claims (Garbage Disposal and Dishwasher), on the afternoon on February 27, 2018.  Per contract section III.B: “HWA will dispatch Service Requests to an Authorized Repair Technician within 48 hours.”  We sent the work order to the technician directly.   On the afternoon of March 1, 2018, the customer complained that the technician scheduled dishwasher service for the following week. We reached out to other local technicians for service, but could not confirm service within the customer’s requested time frame (which we confirmed was 24 hours).   At no point in our contract, does it require the warranty to provide service in 24 hours.  We do not offer this, because we do not set the technician’s schedule and have no way to guarantee expedited service to our customers.   Thus, we have fulfilled our contractual obligation, in providing a technician that can service the customer’s reported failure.  We are sorry that we cannot service the customer as quickly as they would like, but we will not provide the customer a full refund.    Sincerely,   [redacted] Office of the President