Home Warranty of America HWA Lincolnshire, Illinois Nationwide

I think HWA could be a scam. I wonder how many home owners they take advantage of.  When I bought my home I was sold on a home warranty with HWA. Seemed like a good deal so I upgraded to there diamond package since I had purchased an older home.  Within the first week of owning the new home. My sump pump went out.  I called HWA and they authorized an agent to contact me and come out and take a look at the issue.  They never called so I called the agent. Never got a real person, followed up with HWA and they called the agent. A month went by and my sump was never fixed. 

About that time a storm came by and the power went out one night, our basement flooded causing more damage. If the sump was working we would not have received additional 2k in damage.  I had to repair basement damage and sump myself. HWA never resolved.  I had an additional HVAC issue, called HWA and long story short very similiar to the first experience, I stayed dilligent and they did up sending an agent out. This time I paid them $100 to look at it, no repair, they said they needed a part and to call HWA. Weeks went by and I call HWA and they say it wasnt authorized to be fixed.  I ended up paying over $1,000 to fix my HVAC.

I was so fed up with HWA that I called to cancel my service with them requesting a refund. They advised that I need to email a email address to cancel, so I did.  However I never heard back from customer service or a reply email that they received my message.  I did notice they turned off my user name and account online.  I called and email followed up multiple times to see the status of my refund.  When calling HWA you have to wait 30-45 minutes on hold, when you email they dont reply, when you leave a voicemail they dont follow back up. 

I decided to email you because I read BBB, Consumer Affairs website and different reviews, there are a lot of people out there having the same issues as I had.  How can they be in business taking money, offering a service and not taking care of what they advertised. At this point I would like a full refund, but really think they should pay out the expenses I have had on the repair of my issues that should have been covered under warranty.  Its been six weeks since I have put in the request for a refund.  I have no clue if they plan to provide me with it which they should per the contract they gave me. I have email communications, and contract, invoice if interested.