Home Warranty of America

September 25, 2017     [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611     Re: [redacted]: [redacted] CO-[redacted]   Dear Ms. [redacted]:   We have received the customer’s inquiry, and have...

contacted them, to discuss the resolution of their three claims.  (Range, Microwave, Water heater)   As we are addressing these issues with the customer, we will not be providing a refund of the contract cost.   Sincerely,     [redacted] Office of the President

May 16, 2016[redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006    Chicago, IL  60611Re: [redacted]: [redacted] MS-[redacted]Dear Ms. [redacted]:We have received the technician’s diagnosis, and approved the replacement. Sincerely,[redacted]DE Svcs HWA...

Claims Handling Manager

September 28, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted] OK-[redacted]   Dear Ms. [redacted]:   On September 20,...

2016, the customer opened the following claim online:   “Covered Item Problem: Door not opening/closing at all or partially Has this item ever worked?: No When did you first notice the problem?: Today Q & A: Q: Please Describe The Problem You Are Experiencing A: The Garage Door Will Not Open At All  Q: Please tell us how many times this item has worked properly since the contract start date A: Never Problem Description: When you press the button to open the door, it sounds like it is opening then stops”   Per our contract, we sent a technician to diagnose the issue. Per that agreement, section III.E:   “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less. The Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visit. The Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or denied.”   The customer is made aware of the trade fee at the time the claim is filed, and per their contract, provided at the start of the coverage.   The fee is due at the time of service, whether the claim is covered or not, and will not be refunded.   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. The work still needs to proceed in a timely fashion however, and I should also not be responsible for paying for something that is not under my control.  I paid for a home warranty and I still should get adequate and timely service.
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.
 Hello,  I do want to update the claim. I did receive a payment from HWA. It just came in over the weekend. can I still post a message to finalize the claim? While I am not super pleased with how long everything took to get handled, I do want to be honest and share that they did finally reimburse me (after getting the Revdex.com involved). [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: B. Definitions 1. "Authorized Repair Technician" means the service contractor HWA dispatches in response to Your request for Service. 2. "Contract" means this service contract between You and HWA including the Coverage Letter. VII. LIMITATIONS AND EXCLUSIONS D. At times it is necessary to open walls or ceilings to make repairs. The Authorized Repair Technician obtained by HWA will close the opening, and return to a rough finish condition, subject to the monetary limits of any Service or Covered System and Component. HWA is not responsible for restoration of any wall coverings, floor coverings, plaster, cabinets, counter tops, tiling, paint, or other surfaces. Similarly, HWA is not responsible for the repair of any cosmetic defects or performance of routine maintenance. Per section B 1&2, my contract is with HWA, not the plumber. The plumbing was not behind the baseboard, it was a crack in the pvc pipe within the wall and there was no reason for the plumber to pull the baseboard off; the pipe that was replaced was higher than the baseboard so it was unnecessary for him to remove it. Per my contract with HWA they do warrant piping located in the walls per section VII D. I called HWA as soon as he removed the baseboard and it broke, I was informed they would contact the plumber and speak with him about it. I got a call back saying it is his responsibility to fix it since it was unnecessarily removed and that he would come after the drywaller came to patch the hole in the wall. When I contacted the plumber to see when he would be out to replace the baseboard he stated that I was lying, he did not break it, and that he was not taking responsibility for this and to find another person and hung up.
Sincerely,
[redacted]

April 18, 2017   [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 rebuttal, and provide the following response.   The customer is free to make unfounded accusations, but we hold to the statement that the first technician that we assigned to the claim was declined by the customer, because they could not service when the customer wished.   The customer is also free to imply that because a technician chooses to not work with us, and doesn’t wish to call us, it is some kind of indicator of poor service. We have no control over a technician that decides to not work with our company, or not to call our office.   We have spoken to the technician, that can repair the unit.  We are waiting for the invoice to determine reimbursement.  Again, we are not required to replace a unit that can be repaired.   Sincerely,     [redacted] Escalated Special Handling

Complaint: [redacted]
I am rejecting this response because:HWA states that "The warranty will not provide the customer a replacement, or pay for a replacement without a diagnosis that supports that result."What is a valid diagnosis? Will we ever get an honest opinion from their service company? Doesn't the fact that neither of the two vendors they sent to make the repair were able to fully repair the appliance after several attempts not constitute failure? I beg to differ.
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.
Sincerely,
[redacted]

October 20, 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 provide the...

following response.   On October 4, 2017, a home warranty was ordered from our company, on the customer’s property, with a start date of October 6,  2017.   This contract, which provides coverage for a majority of the appliances and systems in the home, requires that all systems and components be in proper working order as of that date, and become inoperative due to normal wear(per contract section I.B.7).   On October 12, 2017(less than a week moving into the property), the customer reported the following failures that were noticed that day:   ·        The gas was just turned on and the gas furnace is not blowing any heat ·        The gas was just turned on and the gas dryer is not heating ·        The gas was just turned on and the gas water heater was not heating ·        The stove door fell off ·        The water by the washing machine is constantly running.   As three of the issues were noticed at the same time the gas was turned on at the property (indicating the systems never worked properly under contract), we (per contract section VII.A) requested “a copy of any visual or mechanical test that may have been performed by a home inspector or other licensed mechanical contractor.” , to confirm (per contract section I.B.7) that “no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”, so we could consider the items in question in proper working order.   Per the customer’s inspection(dated September 14, 2017)that was received the same day:   The furnace’s condition was dirty, and needed professional service and evaluation prior to closing The dryer’s operated, but did not heat. The water heater had no relief pipe, which was a known safety hazard. The stove’s gas supply was shut off, preventing testing, and the door did not close properly. The washing machine could not be tested, as the water was shut off to the unit.   Per the customer’s statement, the customer’s warranty has coverage for unknown pre-existing conditions, which is defined in contract section I.A.2 as:   “” 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.”   Per the customer’s inspection, all items referenced had detectable failures, or could not have been tested due to the gas/water being off to the property.  Had the utilities been turned on,  the problems would have been detected, as they were by the customer when the gas company turned the gas on to the property.   We apologize for the inconvenience to the customer, but we will not address the detectable failures in his recently purchased foreclosure property   Sincerely,     [redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: HWA refused to accept verification from the heating and cooling company that services the units that they were in working condition when I purchased the house and now they summarily state that they consider this matter closed. I have submitted a request to cancel the policy and to receive a refund of the balance of the premium and have yet to receive an acknowledgment from this company which online research shows is in line with their shady business practices.
Sincerely,
Adewale [redacted]

Complaint: [redacted]
I am rejecting this response because: I have responded to their email with the information needed. I am still waiting to hear back from HWA. I do not want the complaint closed at this time. 
Sincerely,
[redacted]

August 11, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] NV-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint and provide the following...

response.   On July 28. 2016, the customer filed a claim on their 1.5 year old ** front load dryer, stating that the drum inside the washer fell.   Per our contractual agreement, we sent a technician to diagnose the failure.   The technician went to the home, and found the drum disconnected(which hit the bottom of the unit), and all the shock absorbers broken. He advised that this was not a normal wear and tear failure.   As the warranty requires a unit to have failed due to normal wear, and per diagnosis, this unit did not, we will not address the replacement.   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. We knew they would not take responsibly for the delay.
Sincerely,
[redacted]

August 3, 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 have provided...

approval and equipment for the technician to complete the repair.   Sincerely,     [redacted] Office of the President

October 5, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted]: [redacted] OK [redacted]   Dear Ms. [redacted]:   We have contacted the technician, in reference to the customer’s repair, and he states that the customer told them that we were going to pay all of the additional costs.   This is not the case, and it appears that the customer is taking this course of action to try to coerce us to do so.   We are not going to publically discuss the non-covered costs that the customer’s mother–in-law approved.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

March 1, 2017   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] OH-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and provide the following response....

  The customer seems to be stating that we accepted her warranty, though her air conditioning was not working properly.   This implies that we have some type of obligation to cover the AC system that never worked properly, which is completely incorrect.   The Warranty the customer purchased requires all eligible systems and components to be in proper working order on the coverage period start date, and become inoperative, due to normal wear.  If the customer purchases our coverage, they are stating that this is the case.     Having received information from a technician that the unit was in proper working order after their repair, we are re-evaluating the system, when the local temperature allows.   Sincerely,     [redacted] Escalated Special Handling

May 10, 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 contacted the customer directly to address the...

issue.  He has been provided contact information for the department that would address any further issues in reference to this claim. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager