Home Warranty of America

Complaint: [redacted]
I am rejecting this response because: the warranty company should have written their contract to be more specific about pre-existing condition or should be responsible to cover the claim (how would any homeowner can verify that coil - which is an internal part of the AC unit has started rusting / deteriorating?)They should be more explicit in the contract and upfront during the sales process which trying to sell the policy...else cover the cost.
Sincerely,
[redacted]

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

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

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 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]

July 14, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]  ID-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and addressed the...

issue with them, the day the complaint was filed.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

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

July 29, 2016   [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 complaint  and are providing the...

following response.   On June 9, 2016, the customer’s 12 month warranty expired   On July 5, 2016, the customer called to renew their contract with approximately a one-month lapse in coverage.  Also at this time they added our Green Plus coverage, which adds additional coverage for Dishwasher, Refrigerator, Clothes Washer, Furnace and Water Heaters.    Three days later, the customer reported a leaking Water Heater.   Per contract, we sent a technician, who reported multiple leaks at the water heater (One was able to be addressed by tightening a line.. The other was caused by an electrical surge at the element.) The customer disagreed with the diagnosis and requested a second opinion.   Per the second opinion, this was a leak that did not occur in the three days the contract had been in effect.    Per contract section I.B.8:   ““Covered Systems and Components” means: (a) systems and components as specifically described herein as “Included” and (b) that are located inside the confines of the main foundation of the Covered Property and (c) are in proper working order on the Coverage Period Start Date and (d) become inoperative due to normal wear and tear. Attached garages, detached garages, pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.”   As the unit was not in proper working order on the effective date of the contract, we would not address the water heater replacement.   Should the customer wish to cancel the contract, they can do so per contract section VIII.E.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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]

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

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

April 13, 2016   [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 complaint, and provide the following response. ...

  On April 5, 2017, the customer opened a contract with our company.   On the evening of April 8, 2017, the customer discovered a water leak.  They contacted their agent, who provided another contact number.  We accepted their claim, and approved them to contact their own technician.  (The customer claims we do not have agents answering phones on the weekend, but this is not the case.  Per contract section III.A:   “HWA will accept Service Requests 24 hours a day, 7 days a week, 365 days a year at 1-888-[redacted] or online at www.HWAHomeWarranty.com.”)   The following day we received the technician’s diagnosis, and after confirming the repair was eligible, we approved the reimbursement.   If the customer wishes to cancel their contract, they can do so, but we will not provide a full reimbursement, as we have addressed reimbursement for their claim. Sincerely,     [redacted] Escalated Special Handling

Re: [redacted] Your Claim No: [redacted] HWA Contract No: [redacted]   To Whom It May Concern:   Home Warranty of America has continued to work closely with Mrs. [redacted] to resolve this issue. Procedurally, per our contract, we would not normally provide a buyout amount or replacement option for a claim that does not have a diagnosis. However, we understand this is not Mrs. [redacted] fault. Given the facts, we have stepped out of our contract to provide proper options to Mrs. [redacted].   We have offered both a buyout amount and a replacement option. This morning, Mrs. [redacted] accepted the buyout amount to resolve the claim. We are extremely apologetic for the issue she faced and are happy to provide a proper solution to the issue.   As always, we thank you for bringing this matter to our attention. If further assistance is required, please contact me directly at 224-[redacted]

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

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

October 31, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: Te MO-[redacted]   Dear Ms. [redacted]:   The customer does not deserve a full refund.   That is abundantly clear, per their contract.  We are providing one to resolve this issue.     I have ‘stood up’ twice, and now a third time stating the customer is getting a full refund. We are sending the customer $475.00, per check # 349371.   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]

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

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]

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