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  • Report:  #1167206

Complaint Review: 90day@rws

90day@rws Residential Warranty Services also: Inspector Services Group Has not responded to my claim. It has been two months since claim was filed and almost a month since I have heard from them. Carmel Indiana

  • Reported By:
    Rachel — Pennsylvania
  • Submitted:
    Mon, August 04, 2014
  • Updated:
    Wed, August 20, 2014
*REBUTTAL Owner of company: Incomplete Submission *Author of original report: Nearly Three Months To Learn About Missing Paperwork *Author of original report: Positive Directions

Upon the recommendation of the real estate company I was using (ReMax) I hired HomeRite/YourHomeRite to perform an extensive inspection on a property I was interested in. I thought that I would receive superior service by hiring a home inspection company that carried insurance and offered a warranty. Not so. I was willing to select this company (at the higher fee they charged) because I was paying cash for the property (almost $200,000.00)  ... my purpose for pointing this out is to illustrate that there was a good amount of risk on the line for me because the results of the inspection had everything to do with the amount I was willing to offer the seller. As it turned out, there were severe oversights by the inspection company (far too many to list here but I am prepared to do so if necessary).

 

I contacted the warranty service, 90day@rws.com. I provided them with over 19 pages of pictures and descriptions of the errors and did so prior to the expiration of the service (90 days).  I also provided them with several estimates. Initially they were receptive but they eventually ceased their communication with me. I don't know what precipitated this but I sent several emails to them which included my desire to receive informaton and/or pdates on my claim. They have not responded in almost a month (25 days). I filed the claim on 5/27/14 and it is now 8/4/2014. In my last email to them (7/23/2014) I tried again to receive information on my claim and still have not received any information. These actions illustrate deceptive practices to me. It is almost as thought they are waiting for me to forget and disappear. It has been a nightmare to deal with the inspector and the warranty company.

3 Updates & Rebuttals

Delta,
Pennsylvania,

Positive Directions

#4Author of original report

Mon, August 18, 2014

I have been contacted by 90Day Warranty RWS and they are working with me to resolve my complaint.

 

Thoroughly Disappointed

Pennsylvania,

Nearly Three Months To Learn About Missing Paperwork

#4Author of original report

Sun, August 17, 2014

I believe that I have been patient with 90Day RWS. I submitted my claim on May 26, 2014. They contacted me via email on the following day (May 27, 2014) stating that they received my claim and that they would be in touch within 72 hours. A claim rep called me within that time frame and stated that they were reviewing the claim and that they would be in touch. Since that phone call, I did not receive any communications from this company. Thirty days later (June 26, 2014) I sent an estimate via email and asked them to contact me as soon as possible if they had any questions or comments.

 

That same day, they emailed me back and stated that they would add this information to my file for review and would contact me with questions for further information or with my claims decision when the claim has been properly reviewed.

 

After not receiving anymore communications from them, I sent a second estimate on 7/7/2014. In that email I asked them to confirm that they received this second estimate and I also asked them to contact me if they needed any further documentation from me. I did not receive any word from them.

On July 10, 2014, I sent another email asking if they received my second estimate. I reminded them that it had been since June 26, 2014 since I last heard from them. That day I received an email from them stated that they received the second estimate, that the claim was being reviewed, and that they would be in touch soon regarding the decision or with inquiries for further information.

I waited thirteen more days but still received no word from them. On July 23, I emailed them and informed that this was my third written request for an update on my claim. I asked them to let me know what was happening.

After nearly a month, there still was no word from them. That is when I filed this complaint. Soon after my complaint posted, they called and left me a voicemail stating that the individual handling my claim had quit and that my claim had been overlooked. A few days after that phone call, I was informed that they needed the inspection report (which I would have been more than happy to submit again had they informed at any time that they lost it). All of my documentation (except for the estimates) were submitted back on May 27, 2014.  I have given this company ample time to inform me that they could not locate the inspection report.

I'm glad that someone has finally responded but I'm very disappointed that I had to write a complaint to receive word from them. I am interested in moving forward with the company as long as my claim is being handled professionally and timely. There is no excuse for the miscommunication and the large delay of time to resolve this situation (initial submission of claim 5/27/2014 and today's date is 8/17/2014 ... almost three months).

I will be very happy to post the positive steps that 90Day RWS takes from this point forward as such steps occur. Like I said before (a few days after I posted my complaint here) they have called to say that they need another copy of the inspection report and communication is a step in the right direction. I have every hope that they will follow through in communicating with me as I am ready to close this chapter. At this time, I have asked that all of our communications be made via email.

 

 

 

RWS Staff

Carmel,
Indiana,

Incomplete Submission

#4REBUTTAL Owner of company

Fri, August 15, 2014

Rachel,

There are 3 items we require to process a claim.  The third one is a copy of your inspection report, which we have not received.

As soon as we have received it we will process your claim expediently, as we do for 700+ claimants weekly.

 

Thanks!

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