Home Warranty of America

August 8, 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 inquiry, and provide the following...

response.   On July 17, 2017, we were advised that the customer’s compressor had failed in their AC unit, due to normal wear.    Per contract section 1.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 break downs due to insufficient maintenance if at the time the issue or break down was unknown.”   As the customer has an older AC system, we are upgrading the condenser(which contains the failed compressor), to 13 SEER/R-410A equipment and/or 7.7 H SPF or higher compliant, per contract section V.C.   The customer is requesting that we need to replace his AC system, at no additional costs.   Unfortunately, due to the upgrade of his condenser, certain non-covered modifications and upgrades are needed to address the completion of his repair.  They are:   The installation of an upgraded condensing pad that is the proper size for the new unit (Excluded per contract section V.C). The additional cost to flush the old refrigerant from the line set  (Excluded per contract section V.C). Replacing his existing, working disconnect and whip, to accommodate the power needs of the new system ( eligible equipment needs to have broken down, per contract section I.B.7). Additional refrigerant needed to address the line set (the warranty only addresses a portion of the refrigerant cost, per contract section V.C) The replacement evaporator coil (the warranty does not address upgrades of related existing equipment, when the installation of new equipment is required.) Modifying the existing line set, and electrical lines, to relocate the unit.  (The new unit is too tall and will not fit beneath the customer’s deck.  The lines need to be modified , to move it from under the deck, which is excluded per contract section VII.I.   Home Warranty of America (HWA) knows that purchasing a home can be a stressful experience. For most people, buying a home is usually the single biggest purchase that they will ever make. Our home warranties offer some assistance with controlling the costs associated with appliance or system breakdowns. We are unable to cover the customer’s portion of the repair. We apologize for any inconvenience this issue may have caused the customer.   Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: the cook top has still not been repaired. The parts may have been ordered, but the cook top is still not in working order.
Sincerely,
[redacted]

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

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]

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

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

November 28, 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 spoken to them the following...

day to address their issue.   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]

November 20, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re:[redacted]: [redacted]  AL-[redacted]Dear Ms. [redacted]:We have received the
customer’s Rebuttal, and again, per the contract:“…if the Contract is
cancelled, the Home Owner shall be entitled to a pro rata refund of the paid
Contract fee for the unexpired term, less service and a $25 administrative cost
incurred by HWA.”To clarify with specific
figures. The customer’s contract was
purchased on January 15, 2015 for $465.00.If you prorate $465.00 over
13 months, it gives you a monthly cost of approximately 35.77 per month, which
leaves $107.31 for the three months remaining of the  unexpired term.   If you then deduct the paid service costs of
$112.50, $47.50, $75.00 and $74.93, there are no funds remaining to be
refunded. We are sorry that the
customer feels that we have somehow cheated him in reference to the service
calls and repairs on his contract, but we have not done so. Sincerely,Carl [redacted]Escalated Special Handling

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  This is the first time I have received this explanation after an email and multiple calls.   This explanation closes the matter.   I still will encourage others not to use this company.
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.
Though this claim took over 80 days to complete, and the worst of the summer heat and humidity has been suffered, I am glad to say the repair was made. I only reference my personal loss Mr. [redacted] as to make others aware of the time period they may be looking at, as well as potential loss to personal belongings. Investing in dehumidifiers and window A/C units may save many others loss to their personal belongings if they are aware of how long claims can take with HWA. Compassion for the customer is definitely not in your profile and I hope you too one day do not have to be without a way to cool your home and family. I am relieved to have this repair made. I can be comfortable in my home, but better yet I can go a day without having to follow up on this claim to see it through.
Sincerely,
[redacted]

November 22, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] OH-[redacted]   Dear Ms. [redacted]:   As we stated, we wish to resolve this issue as much as the customer, and will contact them with an update as soon as possible.   Per contract section 3.A:   “To be covered, notice must be given to HWA prior to expiration of this Contract.”   The customer has advised us of the issue, so their speculation that we are trying to ‘drag this out’ to the end of his contract, is completely unfounded.   Sincerely,     [redacted] Escalated Special Handling

October 30, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted]  AZ-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and provide a...

more focused timeline of events:   On October 19, 2017, at 5:44 PM CST,  the customer reported the master bathroom toilet valve dripping, and that they had to shut off the water to stop the leakage.   As a courtesy, we found a technician that advised they could service same day.  The customer was not contacted by them, and we offered the customer the ability to contact their own vendor.   On October 20, 2017, the customer could not get their own technician (without paying a non-covered trip charge), and wanted us to send a technician, which we did.   That evening, they provided us the following electronic diagnosis:   “Repair: Adjust Toilet Levels And Flapper Chain Model: Serial: Repair: [redacted] 2PC ELONGATED CLOSET WHITE WTR SVR MDL Model: Serial: Repair: [redacted] REPLACE PLASTIC BALLCOCK WITH BALL Model: Serial: Repair: [redacted] REPLACE STOP AND FLEX SUPPLY Model: Serial: Notes: Tech Notes: Found three toilet issues and home, first issue in guest bathroom downstairs flapper chain is loose and water level needs to be adjusted. Second issue upstairs guest bathroom toilet trap is full of settlement and calcium told it is nonrepairable, it has lost its flashing power needs to be replaced. Third issue is master bathroom toilet angle stop will not shut off or open and fill valve diaphragm is broken need to replace fill valve. Replaced angle stop and fill valve in master bathroom adjusted water level to guest bathroom downstairs and flapper. And toilet replacement for guest bathroom upstairs is in progress tested everything and no more issues found everything looks normal”   A week later, the customer reported that the guest bathroom toilet was broken again.  We reassigned the technician, who advised that the handle in that bathroom was now broken.   The customer feels that the broken handle was related to the first issue(s) reported, but the technician disagrees, stating that everything was repaired and working after the initial service.   The technician has advised that a second fee was due, which was why we advised the customer that the issue was not related to the initial toilet repair.   Sincerely,     [redacted] Office of the President

August 10, 2017   [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 inquiry, and provide the following response. ...

  On August 26, 2016, a home warranty was ordered from our company, on the customer’s property.   This contract, which provides coverage for a majority of the appliances and systems in the home, was purchased at a cost of $540.    Our records reflect, that the customer has filed four claims, and has received $834.00 in service costs.    We apologize that a representative did not reach out to him to advise that the failure with his shower base pan is excluded from his coverage, per contract section IV.A.   If the customer desires to cancel his coverage, we can easily end the contract.  Unfortunately, there would be no refund provided based on the $834.00 already paid by the warranty on the customer’s behalf.   Sincerely,     [redacted] Office of the President

December 19, 2017     [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 inquiry, and provide the...

following explanation.   Per contract section III.E:    “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less.”   We are sorry that the technician charged the customer $75.00(which is $25.00 less than their $100.00 Trade Call Fee), and then reported to us that the actual cost of service was $115.00. This is what caused the confusion.  The customer’s statement from the technician that the $40 fee was not part of the ‘service fee’ is incorrect.      This issue was resolved with the customer directly the day this complaint was filed.   Sincerely,   [redacted] Office of the President

May 31, 2016   [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 contacted them...

directly to address the issue.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

July 26, 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, and the failure was...

addressed shortly after this claim was filed.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

November 19, 2015Lucille [redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611Re:[redacted] Naish  AL-1540682Dear Ms. [redacted]:We have received the
customer’s complaint. Per his request written and verbal requests, we have
forwarded his requests to cancel the Contract to the correct department, and
they are processing his request, per section VIII.E of the Contract.“…if the Contract is
cancelled, the Home Owner shall be entitled to a pro rata refund of the paid
Contract fee for the unexpired term, less service and a $25 administrative cost
incurred by HWA.”As the customer has used 10
months of coverage, with 3 remaining, and the warranty has covered over $300.00
in repairs on the customer’s behalf, (making his statement “They never want to
fix anything” incorrect), there would be no funds remaining to refund.Sincerely,Carl HeweltEscalated Special Handling

February 22, 2017   [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, and provide the following...

response.    On January 2, 2017, the customer filed the following plumbing claim online:   “Covered Item Problem: Water Leak Has this item ever worked?: Yes When did you first notice the problem?: Yesterday Q & A: Q: Please let us know where you are having a water leak or where water is leaking from A: Pipe in the Garage Problem Description: There seems to be a leak somewhere in the storage room of our garage. The walls are not wet but the floor is wet. Its a tight spot so I really don't know what it could be.”   Per contract, we assigned a technician to investigate the reported failure.   On January 4, 2017, the technician requested the customer’s permission to remove some damaged sheetrock from the garage utility room, and found improperly installed hose/piping causing the leak.   Per contract 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”   Also, per contract, section VII.G:   “HWA is not responsible for consequential or secondary damage.”   We requested the customer’s inspection from prior to closing , and per the document, there were multiple signs of leakage/damage to drywall caused by leakage at the garage, storage room  and laundry.   The warranty would not address improperly installed piping, nor would we restore water  damaged drywall, that the customer allowed the technician to remove.   Sincerely,     [redacted] Escalated Special Handling