Public Mediation

My Claim vs. Home Warranty Of America

L. B. vs. Home Warranty Of America
PO Box 850, Lincolnshire, Illinois, 60069-0850, United States
Amount Involved: Other terms
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 6389944
    • Amount Involved: N/A
    • Filed On: Jun 03, 2016
    • Posted On: Jun 14, 2016
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Customer service runarounds
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"On or about April 15 2016, my air conditioner stopped working. I called repairman who stated in writing that I needed a new unit. I called my warranty company, Home Warranty of America (HWA) and they said they would send one of their repairmen out, at which time I was informed I would only have to pay $75.00 if they had to replace whole unit. On 4-20-16 Danny Green (sp) of Always Affordable came to my home (HWA's contractor) and he stated in writing that I needed a total new unit. Several days came and went - they then tell me they can repair my unit and just give me a new compressor, but it will cost me up to $700.00 out of pocket, which, I believe, includes around $300 for refrigerant. By this time the temperature is getting very warm. They sent a compressor to said Danny at Always Affordable. He brought the unit to my home - it was wrong size and would not fit. I was informed they would have to order another compressor. After few days I called to check on status of my claim. When you call HWA you never talk to the same person and they all tell you something different. One will tell you it has been ordered; another person will tell you they are going to order it????? One person told me it was ordered on May 25; a couple days later I called and the girl said they would order it????? I have no clue if it's been ordered or not. I'm tired of waiting. They will tell repairman one thing and then tell me something else; i.e., they tell him they are waiting to hear from me and turn around and tell me they are waiting to hear from him. There are two senior citizens residing in this home and are in dire need of air. I really believe I should get a complete new unit since both hvac men told me I needed a complete new unit."
...
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Additional Communication Between Claimant and Home Warranty Of America Hide
  • Jun 13, 2016, () added:

  • It would appear that Ms. Beam is upset because the wrong part(compressor) was provided to the technician by the manufacturer. We have had the manufacturer provide the correct part. The technician has it in hand, and is ready to repair the customer's unit upon her say so. Unfortunately, we are not liable for replacing the customer's system or waiving the customer's non covered costs, due to that error.

  • Jun 14, 2016, Claiming party added:

  • Carl Hewelt called me on Monday - 6-13-16 and told me he refused to take the blame for a wrong part the manufacturer sent to the technician. Technician tells me he KNOWS for a fact that the WRONG PART was ordered. It's my understanding HWA orders different parts than what are actually needed and try to make them fit How does Carl Hewelt know if I need a new unit or not - especially since he's in a different state and has never seen my unit?" I'm not trying to get something for nothing. I'm more than willing to pay what I must pay for; however, in the meantime, I don't want to be taken advantage of either. This warranty was purchased in good faith. As you know, I am working with the Better Bus. Bureau with regard to this matter. I will be out of the country the next 10 days; as soon as I get home I will consult my attorney who is already aware of this situation.

  • Jun 14, 2016, Claiming party added:

  • Carl Hewelt called me on Monday - 6-13-16 and told me he refused to take the blame for a wrong part the manufacturer sent to the technician. Technician tells me he KNOWS for a fact that the WRONG PART was ordered. It's my understanding HWA orders different parts than what are actually needed and try to make them fit How does Carl Hewelt know if I need a new unit or not - especially since he's in a different state and has never seen my unit?" I'm not trying to get something for nothing. I'm more than willing to pay what I must pay for; however, in the meantime, I don't want to be taken advantage of either. This warranty was purchased in good faith. As you know, I am working with the Better Bus. Bureau with regard to this matter. I will be out of the country the next 10 days; as soon as I get home I will consult my attorney who is already aware of this situation.

  • Jun 14, 2016, Claiming party added:

  • Carl Hewelt called me on Monday - 6-13-16 and told me he refused to take the blame for a wrong part the manufacturer sent to the technician. Technician tells me he KNOWS for a fact that the WRONG PART was ordered. It's my understanding HWA orders different parts than what are actually needed and try to make them fit How does Carl Hewelt know if I need a new unit or not - especially since he's in a different state and has never seen my unit?" I'm not trying to get something for nothing. I'm more than willing to pay what I must pay for; however, in the meantime, I don't want to be taken advantage of either. This warranty was purchased in good faith. As you know, I am working with the Better Bus. Bureau with regard to this matter. I will be out of the country the next 10 days; as soon as I get home I will consult my attorney who is already aware of this situation.

  • Jun 14, 2016, Claiming party added:

  • Carl Hewelt called me on Monday - 6-13-16 and told me he refused to take the blame for a wrong part the manufacturer sent to the technician. Technician tells me he KNOWS for a fact that the WRONG PART was ordered. It's my understanding HWA orders different parts than what are actually needed and try to make them fit How does Carl Hewelt know if I need a new unit or not - especially since he's in a different state and has never seen my unit?" I'm not trying to get something for nothing. I'm more than willing to pay what I must pay for; however, in the meantime, I don't want to be taken advantage of either. This warranty was purchased in good faith. As you know, I am working with the Better Bus. Bureau with regard to this matter. I will be out of the country the next 10 days; as soon as I get home I will consult my attorney who is already aware of this situation.

  • Jun 14, 2016, Claiming party added:

  • Carl Hewelt called me on Monday - 6-13-16 and told me he refused to take the blame for a wrong part the manufacturer sent to the technician. Technician tells me he KNOWS for a fact that the WRONG PART was ordered. It's my understanding HWA orders different parts than what are actually needed and try to make them fit How does Carl Hewelt know if I need a new unit or not - especially since he's in a different state and has never seen my unit?" I'm not trying to get something for nothing. I'm more than willing to pay what I must pay for; however, in the meantime, I don't want to be taken advantage of either. This warranty was purchased in good faith. As you know, I am working with the Better Bus. Bureau with regard to this matter. I will be out of the country the next 10 days; as soon as I get home I will consult my attorney who is already aware of this situation.

  • Jun 15, 2016, () added:

  • The customer's understanding is incorrect. We order the parts we are directed to, in order to facilitate a repair. We do not send random inexpensive parts, hoping that they will work. Decisions on repair or replacement are based upon multiple factors, none of which were my diagnosis of the customer's system. The warranty decides whether a unit will be repaired or replaced. If the customer did not wish the repair, we can offer them a cashout on our cost of the repair, per Contract. If a complaint is received from the BBB, we will respond, and if Ms. Beam's representation wishes to contact us, we will gladly speak to them, with her authorization.

What Claimant Wants Hide
What By When How Much
1. Replace: air conditioner unit Jun 14, 2016 N/A
2. Complete project: replace air conditioning unit Jun 14, 2016 N/A
Non-cash: 2 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "It would appear that Ms. Beam is upset because the wrong part(compressor) was provided to the technician by the manufacturer. We have had the manufacturer provide the correct part. The technician has it in hand, and is ready to repair the customer's unit upon her say so. Unfortunately, we are not liable for replacing the customer's system or waiving the customer's non covered costs, due to that error."

This claim will remain posted until resolved.

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Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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  • Contributed Solution: by Mike Turner On 06-18-2016
    View more
    HOME WARRANTY OF AMERICA needs to add information about coverage More...
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