Home Warranty of America

Complaint: [redacted] I am rejecting this response because:we were verbally told by both HWA and the contracted company that there was a process for payment if a third company was going to be involvedIt wasn’t until we sent the bill from the third company that we were told of the buyout process$dollars is hardly compensation for the work completedThe work wasn’t completed through the original company and we fell that the service fee paid to them should be credited Sincerely, [redacted] ***

June 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : We still have no information from the customer’s technician, in reference to the customer’s ductwork, so we still have no response at this time We still would request the customer’s technician provide information as soon as it becomes available, and are unable to reimburse for work done without our prior approval Sincerely, [redacted] DE Services HWA Claims Handling Manager

July 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and after receiving the diagnostic from the technician, we are moving forward with the repair Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 29, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK- [redacted] Dear Ms [redacted] : The call was pulled and was reviewed At no time was the customer told our service agreement has no exclusions Sincerely, [redacted] Office of the President

March 10, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : *** FL- [redacted] Dear Ms [redacted] : The customer is fully aware that we are repairing his unit, as this has been explained to him in great detail in the e-mails he referenced in his complaint His allegations of lying, and the numerous complaints he has filed, will not change the fact that his unit will be repaired when the remaining parts come in next week, per the technician ordering the remaining parts Sincerely, [redacted] Escalated Special Handling

November 13, [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: 10950209: Chavez IN-2139048Dear Ms [redacted] :We have received the customer’s complaint and provide the following response.On November 6, 2015, the customer opened a contract with our company.Less than hours later, they opened a heating claim, stating that they had a maintenance technician out and found a cracked heat exchanger in their furnace Per our Contractual agreement, we immediately assigned the claim to a technician to diagnose the issue On November 8, 2015, the technician went to the customers home, and then advised us the following morning that the approximately year old furnace had a two inch long crack in the exchangerPer our contract, section I.B.7:““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknownComponents shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”As a two inch long crack would not occur in a two day period, per the Contract, we requested a copy of a visual inspection or mechanical test, to confirm the unit was in proper working orderThe customer did not provide the complete inspection for two days On November 12, 2015, when we received the document, it was determined that the unit was past its lifespan, recommended maintenance and cleaning, specifically the dirty blower motor It also advised that the exchanger should be checked by a licensed contractor Had the exchanger been inspected, the crack in the exchanger would have been detected We advised the customer the issue would not be addressed under Contract, he requested to speak to a supervisor, who returned his call that same day Also on that day, the customer filed this complaint, and has requested his contract be cancelledWe understand that the customer may have found a number of complaints on line in reference to failed systems and components that we require be in proper working order on the effective date of the Contract, and are sorry that their furnace was not We are processing their cancellation, as requestedSincerely,Carl [redacted] Escalated Special Handling

July 5, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response The customer is complaining about two technician’s in reference to two different claims, stating that she wants us to re-evaluate our technicians, and resend two technician’s to address her claims From the customer’s statement, though, the icemaker claim has already been resolved, and the warranty has provided her the contract cap for the coverage (which she used to replace the unit.) This is no longer an issue that the warranty can address The AC claim was also addressed as a replacement(evaporator coil), which the warranty approved, and the customer agreed to pay the non-covered costs When the technician completed the repair, the customer stopped payment on the technician’s payment for the non covered costs, and is reporting that the unit wasn’t properly installedWe would send the technician back to re-evaluate their work, but, as the customer has refused to pay them monies that they agreed to pay for the initial repair, we cannot address the customer’s request Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

January 25, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] CA-: Dear Ms [redacted] : We have received the customer’s inquiry and in contract year 2016-2017, provided the contract cap for roof repair to a technician, to address two claims filed by the customer, for leaks in their roof In 2018, the customer opened a new claim, reporting that the leaks in question were never repaired We assigned a technician who advised that the failure was with an excluded valley, and that the prior repairs were improper Per contract section VI.Q: “ You agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.” As the warranty is not the technician, we would not be liable for a reported improper repair As we require technicians to carry liability insurance, we provided this information to the customer directly Sincerely, Carl [redacted] Office of the President

September 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK [redacted] Dear Ms [redacted] : We apologize for the delay in the customer’s repair, and the miscommunication between our office and the technician, in reference to the replacement coil We have approved the technician to provide the replacement Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and apologize for the delay in response We have contacted the customer, and are providing the requested cash out Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because:We did finally receive the ovenHowever, they never addressed the dozens of phone calls that went unanswered, the dozens of times we were promised someone would call us back and never did, the dozens of times they provided incorrect information etc Because of their poor customer service and the aggravation it cased I would not recommend this company to anyoneThere was no where to turnWe were at their mercy and could literally NEVER get information or call to let us know what was going onWe always had to call themOver and over and over again On top of all that, it does not take over months to get an ovenIt just doesn'tI'm in the building trade and I could have built an entire house with thousands of items that need to be ordered including all appliances in the time it took them procure ONE oven which was readily available online and could be had in days if we had ordered itThe time and frustration involved makes even having this service is of questionable valueBetween my husband and myself we spent more hours of our time trying to find out about this claim than the claim was worth [redacted] Sincerely, [redacted]

October 24, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We are sorry that the customer does not recall being informed of the fact that the warranty does not cover secondary damage (i.edrywall that has already been damaged by water), but we do not The customer is in possession of a contract that has been provided to them, and can review it at any time We decline to address the repair of the non-covered drywall Sincerely, [redacted] Office of the President

October 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NC- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and as requested, their washer payment has been rushed The customer requested to cancel their contract on October 3, 2017, and we will not refund their payment of September 29, Sincerely, [redacted] Office of the President

August 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ID- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and their refund was processed prior to this complaint being received Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 30, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AZ- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and the technician has advised that the repair will be completed tomorrow Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 29, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : ***( [redacted] ) TN- [redacted] Dear Ms [redacted] : We received the customer’s complaint, and, per our information, the equipment is in the technicians possession, and it will be repaired over the weekend Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution may be satisfactory once it is completed Sincerely, [redacted] ***

July 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OH- [redacted] Dear Ms [redacted] : We were not provided the dimensions of the hole in the customer’s kitchen to accommodate the unit This is not a lie, this is a factWe are following our contractual coverage, and the customer was not ‘robbed’ We have made our only offer, they have rejected it, and cancelled their contract There is nothing more for us to address on this issue Sincerely, [redacted] Office of the President

January 19, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and addressed the issue with them directly Sincerely, [redacted] Escalated Special Handling

November 9, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and have contacted him directly to resolve the issue Sincerely, [redacted] Escalated Special Handling