Home Warranty of America

January 15, [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 the repair was approved the day the complaint was filed We apologize for any delays that occurred in reviewing their documentation, to confirm eligibility Sincerely, [redacted] Office of the President

August 4, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NJ- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and the technician assigned and approved to complete the issue has not communicated with us, in reference to the completion of the repair We have had to assign a second technician to address the issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

May 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] GA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and called them directly to address the issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: It was and still is my understanding that I expressed that it was cooling, perhaps just not exceptionally, until it completely stopped In other words, cool air was coming from the system for weeks Comfortable, but not an icebox In other words, if it was set to roughly 70-72, it would stay roughly The day it seemed to stop working it was set to roughly and was nearly degrees in the same room I don't know or recall the specifics of what was said or how it was phrased in this minute call, which only occurred after almost hours of hold.I also do not know how to express that I would not knowingly lie I wouldn't pursue this at all if I knew it was broken before hand I am continuing this dialog because I know it worked before hand I also wouldn't let my family live in a degree house for 1/the summer to make this story up now I would be happy to provide whatever information I can to assure you that this is the case My cooling bill went up double that month because we were constantly running, 24/7, the downstairs unit in hopes it would keep up (it couldn't, as hard as it tried.) I would be happy to print off the weather and temperature reports and show the averages of usage.Additionally, why was it given any considering by the home warranty organization? Weeks of correspondence that they "knew" on day from the first phone call only to be denied now? If I did say something along those lines in that phone call and it was authorized then, it shouldn't change now and the agreement then and the countless phone calls afterwards of assumed agreement should have some weight as well Simply, I purchased a home warranty and would like it honored.Sincerely, [redacted]

May 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Schroeder IL- [redacted] Dear Ms [redacted] : We have received the diagnosis from a second opinion, and are contacting the customer to review the issueSincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 29, [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 provide the following response On June 16, 2016, the customer called and advised that their shower valve handle in the guest bathroom fell off Per contract, a technician was sent do diagnose the failure On June 20, 2016, a technician went to the home They performed the diagnosis, and collected the required trade service fee On June 21, 2016, the technician advised our office that the handle did not fall off, butt was removed by force This is not a wear failure, and is not covered by contract We called the customer, to provide an update on the status of the claim On June 22, we spoke with the customer, and advised her of the decision She was very upset, and believed the technician was incorrect, because this is the ‘children’s’ bathroom As a courtesy, we offered to send a second opinion, to re-evaluate the issue (and only charge an additional fee if their diagnosis agrees with the first opinion) The customer declined our offer The trade fee is owed, per section III.E: “The Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or denied.” The decision for coverage is made by the warranty We are sorry if the technician gave the customer the impression that the issue was covered, but the technician only knows if an issue is covered after providing our office the diagnosis Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 29, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] LA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and the approvals and equipment orders were completed on Monday Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

February 23, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MA- Dear Ms [redacted] : We have received the customer’s inquiry and provide the following explanation On December 29, 2017, the customer opened a 13-month warranty with our company On January 8, 2018, the customer filed a claim on an Heating system that was not working properly On January 19, 2018, we were advised by the technician assigned to service the customer’s unit, that the customer’s Heat pump condenser (the external component of their HVAC system) had failed, and needed to be replaced On that date, we were advised that her inside unit (air handler) that had not failed, would not work with the replacement unit, and needed to be upgraded to match the new unit That date, we contacted the customer, and explained that the warranty would address the external replacement, but the internal unit would need to be upgraded to match the external unit at the customer’s cost The customer requested a supervisor call, which was returned the following day, with a message being left for the customer Two days later, the customer called our office and was advised that we could also provide a cash out, of our cost on the eligible replacement (the external unit that failed) Per contract: · Section I.B.7: “Covered System(s) and Component(s)” means: (i) systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property; (ii) are in proper working order on the Coverage Period Start Date and (iii) become inoperative due to wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.” The customer’s heat pump system has become inoperative, with the specific failure being the condenser component of the system · Section V.A: “Except as noted above or when the optional SEER/R-410A modifications coverage is included in Platinum and Diamond Plans, HWA will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment “ The warranty will address the failed condenser component, but not the needed upgrade to their air handler necessitated by the installation of the new equipment · Section VII.Q: “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any Covered Systems and Components.” As the warranty cannot install the condenser component, without the customer paying for the internal upgrade to match the condenser, if the customer declines to pay for the internal upgrade, the warranty will provide a check for our actual cost of the external condenser component replacement We apologize for any confusion in the providing of this information The customer is now aware of the options, and we await their decision to pay for the upgraded Air Handler or accept our check for the cost of the Condenser Sincerely, Carl [redacted] Office of the President

May 9, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Qorri AZ- Dear Ms [redacted] : Our contract, section VIII.E, provides explanation for what refunds would be available, should a customer choose to cancel their coverage We acknowledge that the customer feels we should provide them a full refund if a claim is denied, but that is not a requirement of our contractual agreement Sincerely, Carl [redacted] Escalated Special Handling

January 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] VA- [redacted] Dear Ms [redacted] : We have received a second opinion on the reported diagnosis, and have requested the customer’s invoice, for review Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because:I am not satisfied nor convinced with just receiving an invoice and check numberI paid the technician $at the time of service, I still have no proof there was an additional $charged and my total billing was $I am extremely dissatisfied with the level of customer service and deceit I feel I have receivedI feel I should be given a refund of the $190! Sincerely, [redacted]

February 23, [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 the day the issue was received by our office, we confirmed the repair of their unit was approved with the technician We have called the customer to confirm the repair is complete, and left a message Sincerely, [redacted] Office of the President

July 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We are glad that the customer is satisfied, and the issue has been addressed Sincerely, [redacted] Escalated Special Handling

October 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OH- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response On October 6, 2017, the technician was dispatched to the customer’s home, who found an failure with the AC units thermal expansion valve Per the technician, he left the unit disconnected and advised the person at the property to not use the system, to prevent additional damage, until the repair could be completed On October 10, 2017, upon returning to the property to complete the repair, he found the unit reconnected and running, with a failed compressor This was caused by running the system with the known failure As this is not a wear failure (The system was used when it had a known failure), the warranty will not address the compressor replacement Sincerely, [redacted] Office of the President

July 3, [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 message, and the information provided to them was accurate, i.e the technician quotes their costs as far as the excluded items, and would need to provide a written quote is that is what the customer requests A verbal quote was provided and approved As a courtesy, based on the related issues, we are refunding the second paid fee Sincerely, [redacted] Office of the President

February 26, [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 are providing the following responseOn November 20, 2015(Friday), the customer reported that their heating system was not working We immediately assigned a technician, and when they could not service, assigned a technician that could service same dayThe following morning(Saturday), the customer’s wife called, and reported that the technician could not provide the part needed to fix their unit until Monday Per our Contract section VIII.A.7: “HWA will make commercially reasonable efforts to fulfill its obligations under this ContractCertain causes and events that are out of HWA’s reasonable control (“ [redacted] ***s”) may result in HWA’s inability to perform under this ContractIf HWA is unable to perform its obligations, in whole or in part, due to a [redacted] ***, then HWA’s obligations shall be suspended to the extent made necessary by such [redacted] ***, and in no event shall HWA be liable to You for its failure to fulfill its obligations or for damages caused by any [redacted] *** [redacted] ***s include, but are not limited to acts of God, fire, shortages in supply, changes in laws, rules or regulations of any governmental authority, and any other cause beyond HWA’s reasonable control.” The inability of the technician to purchase a needed part over the weekend, is beyond our control The customer requested we call a different technician, hoping that they may have the part We tried to, but could not find another available technician, so we gave the customer’s wife the ability to call their own technicianWe advised her that the technician needed to call us, with their diagnosis and pricing at the time of the service, so we could approve the repair This was not doneThree months later, the customer called us, looking for a reimbursement for the repair that the technician performed without our approvalPer our Contract, section III.D: “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.” As the customer did not have the technician provide their diagnosis and costs at the time of service, we did not approve the repairSince we did not approve the repair, we would not reimburse for the repair As yet another courtesy, we offered and are providing the customer $in reference to the cost of the non approved repairIn response, the customer has filed a complaint against us with the Revdex.comPer his complaint, the customer acknowledges that they did not provide us diagnosis and pricing, and wants a full refund of the repair anywayThe customer is clearly not appreciative of the reimbursement we are offering and feels that they should get a full refund, even though they did not follow through with our requirements We will not provide them their $demandSincerely, [redacted] Escalated Special Handling

August 10, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MS- [redacted] Dear Ms [redacted] : We have received the customer’s concern and provide the following response On August 4, 2017, our customer filed the following claim online: “Covered Item Problem: Not Cooling Brand: GE Has this item ever worked?: Yes When did you first notice the problem?: Today Have you moved into the home?: Yes When did you move into the home?: 06/29/Q & A: Q: Please tell us what type of refrigerator you have A: Side by Side Q: Please tell where the refrigerator is located A: Other Problem Description: Went up stairs and water was leaking from under freezer side of refrigeratorOpened door and the food was thawing out, freezer was no longer freezing foodRefrigerator side temp was high and would not stay where I set itSo moved all the food out to the downstairs refrigerator and freezer in garage [redacted] Model #: [redacted] Serial #: [redacted] ” Per our contract, section VI.A, the warranty contract only provides coverage for the kitchen refrigerator The customer did not purchase additional coverage for the third level mother in law suite Home Warranty of America (HWA) knows that purchasing a home can be a stressful experienceFor most people, buying a home is usually the single biggest purchase that they will ever makeOur home warranties offer some assistance with controlling the costs associated with appliance or system breakdownsDue to the contract exclusion, we are unable to accommodate the customer request to address the failure with the mother in law suite’s refrigeratorWe apologize for any inconvenience this issue may have caused the customer Sincerely, [redacted] Office of the President

January 22, [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 complaint and are providing the following responseOn November 9, 2015, the customer purchased our Gold month warrantyOn November 24, 2015, the customer called our office, and after reviewing our coverage, increased his coverage to the Diamond level, and added the optional coverage of Green Plus At the time of the call he advised that he had a Hot Tub/Spa, and was looking to add coveragePer our Contract, section VI.A: “IN GROUND OR BUILT INTO A PATIO OR DECK POOL AND/OR SPA EQUIPMENT” On this call, the customer never mentioned that his spa/hot tub was a portable unit, and when the statement was made about the unit being ‘in the deck’, the customer did not correct the representativeOn the second call, when he purchased the coverage, he advised that it was outside and above ground, but did not advise us that it was a portable (not built in) unitAs a courtesy, we have refunded the cost of the coverage to his credit card, but as a technician came out and provided a diagnosis of the unit for his trade fee, it will not be refunded Sincerely, [redacted] Escalated Special Handling

September 15, Lucille [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 are in discussion with them, to address the issue Per contract, section I.B.VII: ““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 unknown.” The technician that performed maintenance for the customer, advised them of a number of issues that were ‘failing’(as many technician’s do)They addressed parts of the system that would possibly fail at some future point, but were still working at the time of the maintenance As the warranty does not address failures that have not yet occurred, we would not address the issue (Per the customer, there was a heating failure with the unit that had never been used under contract, which is being addressed with the manufacturer.) Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: The requirement that I replace the internal unit PRIOR to the external unit being replaced was not addressed until I received a call from the office of the president of HWA on 2/23/18, only AFTER I filed a complaint with the Revdex.comI was told numerous times by customer service at HWA that the external unit would be replaced, but the internal wouldn'tThat was allOn numerous occasions, I asked why they were willing to replace a portion of a system knowing the baunit would not communicate if it was, because that made absolutely no sense to me, and HWA's customer service told me because "that's what your policy covers"They never clearly expressed that I needed to replace the internal unit FIRSTI was lead to believe that they were not interested in whether the whole system would work, just that they would replace the broken partHWA didn't even contact the manufacturer to confirm the units wouldn't communicate until I prompted them to do soI have spent over a month in the dead of winter calling HWA on 20+ occasions, and HWA has done nothing to ensure the appropriate steps be taken to triage this claim in an efficient and timely mannerWhenever I called or was called back by a manager, the representation from HWA knew no information about my claim, and I repeatedly had to update them (even though every phone call was documented by HWA) on where things stood and was never given any resolution/solutionThe main issues of concern that are not being taken into consideration are as follows: The warranty contract (WHICH I NEVER WAS GIVEN A COPY OF PRIOR TO PURCHANSING THIS POLICY and still to date have not received) contains fine print that no consumer would understand (information which one of HWA's employee customer service agents even admitted to me he also did not understand)The warranty falsely advertises that they cover "pre-existing conditions" and "heating systems"The word "system" is defined as 'a set of connected things or parts forming a complex whole'HWA should be replacing the system as promised in their advertising(Of note, I was also convinced to buy additional coverage (over $200) the day I filed the initial claims (in total), which I was assured would now cover everything after days.) The HVAC technician recommended by HWA did not fully inspect the internal unit when they were at my home assessing the external unitThey internal unit "appeared to be running" and HWA considers that a sufficiently functioning heat systemMy partner and I have a neutral party HVAC company that specializes in our particular heating system (not referred by HWA) scheduled to come and assess the auxiliary heating unit tomorrow (2/27/18)We will be forwarding their findings along to HWA's claim department(In a separate claim we filed with HWA, we found out the electrician they referred us never pulled the appropriate permits needed to fix what they did, and now the town is getting involved and plans to come inspect our homeHWA does not make sure the workers they recommend follow necessary regulations to do the work they do which is very unsettling from a consumer standpoint.)The communication skills on HWA's behalf are severely lackingBased on my review of their response to this complaint, their documentation does not accurately reflect the correspondence actually occurring between the consumer and their representativesTheir customer service representatives do not accurately explain the coverage consumers are being provided or why coverage is being denied, which prevents the consumer from having adequate information to proceed with measures on their end in a timely fashionMy heating bill for January was $because the current heating system is dysfunctional and I have been waiting for updates from HWAIt is my belief that HWA has no interest in doing their due diligence, and I feel like the burden has been and still is entirely on me as a consumer throughout this process to figure out the appropriate steps that should be taken in regards to repairing my heating systemRegardless of what HWA's transcript document claim was discussed, I would suggest the president's office review the recorded conversations that took place throughout my correspondence with HWAIt will be VERY apparent where their company was lacking and why I am escalating this concerning matterConsumers deserve better than thisI am currently in the process of acquiring legal council to assist me in dealing with HWA moving forward Sincerely, Arielle [redacted]