Home Warranty of America

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

February 6, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted]: [redacted] WI-[redacted]   Dear Ms. [redacted]:   We have reviewed the customer’s complaint, and the delivery of the...

replacement unit was expected the day the complaint was filed.     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]

August 3, 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  rebuttal  and are providing the following response.   No claim for a water heater was filed prior to June 9, 2016.  Per contract section III.A:   “In order for the Service Request to be covered, notice must be given to HWA prior to expiration of this Contract.”   So even if it were leaking prior to June 9, it was not reported.    We are not disputing the second opinion’s diagnosis. The unit was not in proper working order, and would not be covered under contract.   Sincerely,   [redacted] DE Svcs HWA Claims Handling Manager

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: 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]

Complaint: [redacted]
I am rejecting this response because:The failure in 2014 & the failure in 2017 were for exactly the same thing; the septic air pump stopped working.  There was no other problems that I filed a claim for in either case. So I still don't understand why Home Warranty of America (HWA) covered the cost in 2014 (minus the $60 service fee) but would not provide the same cover in 2017. And I still can't find any wording in our contract that limits HWA to $500 liability.Regarding HWA's comment about not hearing from me about the issue before filing a complaint with the Revdex.com, we did talk to 2 HWA service representatives before the repairs were done. And the HWA reps told us we would be hearing from their "authorizations dept." to further discuss/dispute the costs.  I never heard from their authorization dept. nor would the HWA service reps give me a phone number for that department.So I did try to resolve the issue prior to contacting the Revdex.com.
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: 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]

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.
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

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]

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

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

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

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