Our air conditioning unit has been inoperative since the 17th of May, when we first called Home Warranty of America. It is now the 29th, and we are still waiting for their authorization department to authorize service on a “high priority” claim. Their excuse? COVID-19 has affected staffing numbers in their offices, which is a pathetic excuse considering the technological capabilities available today. It is especially pathetic considering every customer service representative and supervisor we’ve spoken to over the last 12 days has been based in countries other than the United States.
We have done everything they’ve asked, despite their ever-changing requirements and outright lies, yet we get nothing from them – No service, no returned calls, no returned emails. All we get is sickeningly patronizing customer service operators feigning empathy about our situation. I can’t tell you how infuriated I am; how infuriated WE are.
So here we are in San Antonio, Texas, where the temperatures have been in the 90s, including the upper 90s, without our air conditioning unit.
My plans now:
1. Get the unit replaced.
2. File a complaint with the Illinois Better Business Bureau, where they’re based.
3. File a complaint with Direct Energy, of which they are a subsidiary company.
4. File a complaint with the Texas Attorney General.
5. File a complaint with the Illinois Attorney General.
6. File a lawsuit against HWA for the complete cost of unit replacement and attorney fees.
Unless you’re looking to get ripped off and lied to repeatedly, stay the hell away from this appallingly unresponsive, swindling, unscrupulous, pitiful excuse for a company.
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