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The real customer is the home warranty company. Also, the reason the turnaround time on parts is so long, is that if we supplied the parts, we could not charge The warranty company any more than if than if we didn't supply it. Therefore, we would just let purchasing send the parts from wherever they chose, without overnight shipping. We tried offering the service to customers of picking up the parts locally for extra $ but that is a no no and just made everyone angry. So, everyone just had to wait. There was little or no more money coming from the repair after the service fee is collected from the customer.

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On 7/19/18, I was informed I would have a call back with a resolution within 24 hours. They did not call. For the 4th time I was told this would be rushed. I have paid these people thousands of dollars over the past 5 years. I have paid my $100 to the repair guy to fix my dishwasher. It has been a month and a half, my dishwasher is still not working, these people do not work hard to resolve issues, do not call you back when they say they will, and clearly could care less about their customers. It's just a dishwasher. I'd hate to see how long they'd take if it was something serious like plumbing or an air conditioner. The claims department at HWA is a joke. Our A/C has been broken for 3 weeks now and every time I call I get someone else who immediately puts me on hold then tells me the same thing, the previous person told me and everyone of them has said, "I’ll follow up with a phone call or email to keep you posted". Do you know I haven’t received NOT 1 call or email.