Home Warranty of America

Complaint: [redacted]
I am rejecting this response because:There hasn't been any direction given by any technicians. They've come out numerous times to "fix" something, then re-engage the unit. I sign the paperwork stating what they did, pay for a service charge (for something that STILL has not been fixed), then leave. They re-schedule, then come back out.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The business needs to include the effective cancellation date and that they understand that they are no longer to withdraw any type of funding from my checking account. I also requested a refund in my original complaint, and that was not addressed. 
Sincerely,
[redacted]

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

  On May 25, 2017,  an External Sewer & Septic & External Water Line Repair Essentials DELUXE protection plan was ordered from our company, and placed on the customer’s property, with a start date of May 31, 2017.  This was done after an approximate hour phone call where the specifics of the plan were discussed.    This contract, which provides specific coverage for external water lines, was purchased at a cost of $15.99, per month.  The customer was provided a copy of the coverage to address the specifics of their coverage.   Per the coverage in question, the warranty excludes:   “…removing any items necessary to access Your external sewer or septic line…”   &   “…repairing private paved, asphalt and/or concrete surfaces or structures…”   Rather than address the non-eligible parts of the repair, the customer has cancelled their coverage,   Our home warranties offer some assistance with controlling the costs associated with appliance or system breakdowns. Unfortunately, opening and closing access to the customer’s private property is excluded from our coverage.  We apologize for any inconvenience or confusion this issue may have caused the customer.   Sincerely,     [redacted] Office of the President

October 11, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted] VA-[redacted]   Dear Ms. [redacted]:   It would appear that the customer feels that we see him as an inconvenience.  This is entirely not the case.    The simple response again, avoiding the debate that the customer wishes to mire this discussion in, is that we have a sealed system technician that is coming to the customer’s home to diagnose and hopefully repair the issue.  We hope the customer accepts the appointment with them, that we have confirmed is scheduled.   We acknowledge that a representative from our company should have arranged a sealed system technician, after the customer refused to schedule with the second technician.  We are addressing this issue internally.   We have no diagnosis from a technician able to address a sealed system issue, and have no information on an expedited part.  We understand that the customer wishes us to pay for a part to be expedited, but we do not pay for expedited shipping.   Sincerely,     [redacted] Office of the President

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

that the repair will be completed tomorrow.   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.
Sincerely,
[redacted]

Complaint: 11685019
I am rejecting this response because:  Will we have to pay another $100.00 deductible to have the ceiling "restored to a rough finish"?
Sincerely,
Amy [redacted]

May 12, 2016 [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, and called them directly to address the issue. ...

Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 3, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] CA-[redacted]   Dear Ms. [redacted]:   It would seem that the customer is claiming that the diagnoses we received are untrue, and is saying we should call the company the customer paid $1,800.00 to, to perform the repair and get their diagnosis.   If their diagnosis disagreed with the information we had been provided, why didn’t the customer tell us prior to having his technician perform the repair?   We will not reimburse the customer, for the repair that was done, outside the contract and without our approval.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

January 15, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] TX-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry, and the...

repair was approved the day the complaint was filed.    We apologize for any delays that occurred in reviewing their documentation, to confirm eligibility.   Sincerely,   [redacted] Office of the President

April 6, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] ID-[redacted]     Dear Ms. [redacted]:   We received the customer’s inquiry, and provide the...

following response.   Per our contractual agreement with the customer, the warranty will “arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.”  As the customer states, we approved them to contact their own technician, to expedite the servicing of their heating issue, requiring that the technician contact us with a diagnosis and pricing prior to performing any work, and advising that the warranty would provide reimbursement based on our cost.   We understand and appreciate the customer’s desire to expedite their repair.  Unfortunately, the warranty would not pay the technician’s retail bid to use the technician’s equipment to replace the system.     We have spoken to the customer directly, and adjusted our offer as a courtesy to resolve the issue.   Sincerely,   Carl [redacted] Office of the President

December 1, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re: [redacted] AL-1579115Dear Ms. [redacted]:We have received the
customer’s complaint, and provide...

the following response.The customer opened this
contract in February 2015.  In the 10
months of coverage, we have addressed six different claims for the customer,
providing service per Contract.   For their last claim, we addressed the repair
in September, the customer called to advise the leak is still occurring six
weeks later, and we returned the claim to the technician that performed the prior
repair.   If the technician has not
scheduled the customer or the customer has not scheduled the technician, we
would not have that information as neither has contacted us directly to advise, but have
made sure both are aware of the claim and the need to schedule the service call.  We have resent the information to the
assigned technician to schedule. We would not provide the
customer a full contract refund, in the amount of $1,685.00, after providing
service for 10 months.  Sincerely,Carl [redacted]Escalated Special Handling

July 31, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] IL-[redacted]   Dear Ms. [redacted]:   On March 17, 2017, the customer opened a warranty with our company.   Ten...

days later, and the day after he moved into the property, the customer reported that he was not getting hot water from the heater the day he moved in.  We processed a claim, but the customer cancelled it, stating they did not wish to pay the required $100.00 trade service fee.   Two weeks later, the customer reopened his claim.  A technician was sent, who determined that the customer has a Kenmore Power Miser 6 unit, that would need a Kenmore trained technician to diagnose.  At that time, the customer refused to pay the trade fee, and is refusing to contact a Kenmore trained technician ,to get a diagnosis, so we can determine coverage.   At the same time, the customer opened an Air conditioning claim, reporting that water was leaking from the inside of the unit.   On April 17, 2017, the customer opened a heating claim, reporting a gas smell, that had been noticed over two weeks prior.    On April 20, 2017, we were provided electronic diagnostics from the technician, reporting a non-normal wear failure with the HVAC system.     So, we are still waiting for the Kenmore technician’s diagnosis, to determine coverage, and the HVAC system is not eligible, as it did not fail by normal wear.   Sincerely,     [redacted] Office of the President

September 25, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] OK-[redacted]   Dear Ms. [redacted]:   We do not create/offer call transcripts, and will not provide such to the customer, per their request.   We will then assume that the customer does not wish to cancel, as we will not provide the refund they are requesting.   Sincerely,     [redacted] Office of the President

June 30, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]) TN-[redacted]   Dear Ms. [redacted]:   We have received the customer’s message, and a supervisor has...

contacted them , confirming the two boards needed to repair the unit have been ordered and should be in their possession shortly.   Sincerely,     [redacted] Office of the President

August 10, 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 complaint and the repair was...

approved August 2, 2016 at 9 AM CST.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

September 9, 2016   Lucille [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] LA- [redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and have received the...

diagnosis, to address the issues that are eligible under contract. The customer was called yesterday with an update.   Sincerely,   Carl [redacted] DE Svcs HWA Claims Handling Manager

February 6, 2018     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   [redacted]: [redacted] WA-[redacted]     Dear Ms. [redacted]:   We have received the customer’s inquiry and...

apologize for any delay in the completion of the repair from the technician.  We have addressed the resolution with the customer directly.   Sincerely,   [redacted] Office of the President

December 2 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] MO-[redacted]   Dear Ms. [redacted]:   We accept the customer’s statement that he disagrees with the fact that his unit requires modification, to be installed in his property.   We have explained the costs that were quoted by the technician, and why they are not covered under contract.     We acknowledge that the customer has made a number of threats(again), and have already advised in our initial response to him, and to the Revdex.com, that we will address them.   The modifications to the lines, drains and sheet metal ductwork, to allow the new unit to be installed in his home are not covered under his warranty, and will not be waived.   Sincerely,     [redacted] Escalated Special Handling

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]