Home Warranty of America

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

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

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

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

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

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

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

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 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

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

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]

November 2, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] MO-[redacted]   Dear Ms. [redacted]:   The disputed $25 discrepancy has been resolved, with our apologies.  The claim has been filed, and the technician scheduled for tomorrow morning.   We would request that the customer close this complaint, with the option to reopen it later, if needed.   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

Initial Business Response /* (1000, 5, 2015/09/25) */
September 25, 2015
Esther [redacted]
Dispute Resolution Specialist
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Re: 94569792: Nagle FL-1852322
Dear Ms. [redacted]
We have received the customer's complaint,...

and have credited their funds to their credit card.
Sincerely,
Carl [redacted]
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the money back in my checking account this morning.

March 17, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006      Chicago, IL  60611   Re: [redacted]) TX-[redacted]   Dear Ms. [redacted]:   We do not dispute that we dispatched the technician.   We do not dispute that we have a contract with Mr. [redacted].   We do not dispute that we are not responsible for restoration of a wall covering (aka. A baseboard)   We have spoken to the technician, and provided the information to the customer.  We are not liable for any damage that they state the technician caused.   Sincerely,   [redacted] Escalated Special Handling

August 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 provide the...

following response.   On August 1, 2016, the customer filed the following Air Conditioning claim online:    “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Outside unit is not coming on Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this season. A: More than 2 Months Problem Description: The unit stopped last night and will not come back on Has been cooling and functioning fine all season until now.”   Per our Contractual agreement, we sent a technician to diagnose the issue. The technician confirmed service that day, or the next.   On August 3, 2016, we received the replacement forms.   On August 4, 2016, we contacted the customer and advised their condenser had failed, and was eligible for replacement. Their existing coil would not work with the new upgraded condenser, so we called them to discuss the non covered costs connected with the replacement and the coil upgrade. Per that conversation, the customer believed she had coverage to lower the non covered costs (she did not), and wanted us to provide a different unit, and upgrade it to 16 SEER. (the contract only requires the SEER standard of 14).   As the customer wanted to upgrade their system, we offered our cost for the replacement of their condenser a few days later, per contract section VII.N:   “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.”   It would appear, that rather than pay the costs for the coil upgrade, or accept the check for our cost to replace the Condenser, the customer has paid retail cost to upgrade their system, and now wants us to pay for it.  We decline to do so.      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.
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

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