Home Warranty of America

July 1, [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 rebuttal, and provide the following response The customer’s position is that an AC unit that we did not receive a specific diagnosis of failure on, and that never worked properly under the contract is ‘an unforeseen development’ That may very well be the case, but we did not approve the replacement, the unit never worked properly under the contract, and we will not reimburse for the replacement Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: They (HWA) cannot "dispute the statement", because it is on their record, as serviced by their vendor (as HWA scheduled this particular contractor)Great company, should've read their reviews before purchasing Sincerely, Matt ***

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

November 1, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We received the customer’s complaint and provide the following response Per our contractual coverage, section I.B.7, the warranty requires that a customer’s appliances/systems become inoperative, due to wear The customer’s refrigerator is still functioning, and when the customer has called a technician to her home, they are not finding a problem We are sorry if the customer is having an intermittent problem that has not been caught, but we cannot replace a unit, with no mechanical failure The customer is cancelling their contract Sincerely, [redacted] Claims Special Handling

April 27, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and as they were advised the date the complaint was filed, the parts in question were removed from the customer’s DCS oven on March 30, 2017, and were sent to be serviced, which takes 4-weeks, per the servicer This is beyond the warranties control We offered the customer a cash out on the cost of the repair which they declined The customer believes we must have a time limit to repair a unit, but if a third party (a manufacturer, a supplier, a technician) delays the service, we are not liable for such a delay Sincerely, [redacted] Escalated Special Handling

June 27, [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : We would not publicly post such information The customer is free to contact me directly, if they wish this information Sincerely, [redacted] Office of the President

July 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NC- [redacted] Dear Ms [redacted] : The customer’s payments are being refunded One was addressed on July 26, the other on July The customer has the ability to reopen the claim if they desire, but the payments are being returned, whether the complaint is open or closed Sincerely, [redacted] Office of the President

May 31, [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 contacted them directly to address the issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

March 9, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ( [redacted] ) TX- [redacted] Dear Ms [redacted] : We have received the complaint on this property, and provide the following response Per our contractual agreement with the customer: · Section VII.C: “HWA is not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible (including but not limited to beneath crawl spaces, floor coverings, systems, cabinets, etc.) · Section VII.G: “HWA is not responsible for consequential or secondary damageThis includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, theft, intentional acts, riot, lightening, mud, earthquake, soil movement or soil settlement, storms, accidents, pest damage, Force Majeure Events (as defined below), failure due to excessive water pressure or any other perils are not considered loss or damage due to wear and tear.” · Section VII.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.” So, per the customer’s demand that the warranty company address their baseboard: The warranty is not responsible for providing access to piping behind the customer’s baseboard The warranty does not cover baseboards, nor are we responsible for intentionally damaged equipment The warranty is not liable for the technician’s negligence or conduct, so if the technician damaged the customer’s baseboard, that is between the customer, the technician and their insurance(s) It is unclear why the insurance company feels we should file a claim on the customer’s baseboard, as we did not damage the baseboard, we did not witness the damage, nor can we explain the situation surrounding the damage firsthand We have contacted the technician to review the situation, and provided the customer the technician’s insurance informationThat is all we can do to address the supposed damage they caused Sincerely, [redacted] Escalated Special Handling

August 11, [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 inquiry, and provide the following response On June 28, 2017, we were contacted by our customer, who reported the AC in his home was not cooling Per our agreement, we assigned a technician to diagnose the failure with the system On July 3, 2017, the technician advised us that a replacement air filter was installed, to address the failure On August 3, 2017, the customer advised that the unit was still not cooling We sent the technician back to re-evaluate the failure with the system The following day, the technician reported that the customer’s blower motor and control board had shorted out in their year old air handler (Note: this was a different failure than the prior issue in June) As the customer has an older AC system, we are upgrading the Air Handler, to SEER/R-410A equipment and/or HSPF or higher compliant unit , per contract section V.C (Please Note: the warranty cannot provide an air handler that will work properly with the customer’s functioning year old condenser This is why we are upgrading their failed Air Handler and they need to pay for the upgraded condenser, or accept our cash out on the Air Handler replacement.) 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 breakdownsWe are unable to cover the costs of the customer’s portion of the repair, which is why we offer multiple optionsWe apologize for any inconvenience this issue may have caused the customer Sincerely, [redacted] Office of the President

May 9, [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 have contacted him directly to review issue Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because we were never informed about this procedure and it was an emergency where we had to act immediatelyAlso, I've read many complaints about this fraudulent insurance company where they employ other fraudulent plumbers and technicians to make claims so they don't have to financially cover any expensesTheir own plumbers and technicians have the incentive to make claims as we have now read many complaints about thisIt's interesting that this company will not allow 3rd party plumbers to get bids and will only use their ownHow does that benefit anyone but themselves? The fine print is what keeps these scam artists in business but thank God for social media where we can share our good and bad experiences with other consumersThere is a reason this company has a star rating, I will never use a company again without researching their integrity and business practicesWe are asking for them to cover the work that we should be insured for, that's it Sincerely, Deborah [redacted]

October 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] / [redacted] ID- [redacted] Dear Ms [redacted] : On October 21, 2016, we sent a work order to the garage door company, and resent it again today The customer does not only receive service when they file a complaint, and we are sorry that they believe that is how the warranty works Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 3, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : It would seem that the customer is claiming that the diagnoses we received are untrue, and is saying we should call the company the customer paid $1,to, to perform the repair and get their diagnosis If their diagnosis disagreed with the information we had been provided, why didn’t the customer tell us prior to having his technician perform the repair? We will not reimburse the customer, for the repair that was done, outside the contract and without our approval Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

September 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : We received the customer’s complaint, and provide the following response On June 24, 2016, the customer opened a month contract with our company On July 10, 2016, he opened the following claim online: “Covered Item Problem: Leaking Water at the bottom Has this item ever worked?: Yes When did you first notice the problem?: Yesterday Have you moved into the home?: No Q & A: Q: Please tell us where the water heater is located A: Basement Q: Please tell us specifically what kind of water heater you have A: Electric Problem Description: We are in the process of fixing up the house to move into when I was cleaning up the basement I noticed excessive water damagePrevious owner made sever "cubby holes" that everything is sat inOnce I started removing the paneling I noticed the hot water heater has been leaking.” Per our contract, we sent a technician to investigate, and per their diagnosis, the customer’s gallon electric water heater was leaking, and appeared to have been leaking for an extended period of timePer 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.” We requested their home inspection, to confirm the unit was in proper working order Per the inspection the unit was marked as poor, and defined as “Poor: denotes items that are in average to poor condition overallPoor condition items typically will need extensive repair or replacement.’ Their were signs of leakage and substantial sediment build up As the unit was not in proper working order, the warranty would not replace the unit Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the cus***er’s message, and provide the following response On the morning of June 19, 2017, the following events occurred: (Please note-because the events occurred within a relatively short time period, some information was not addressed by other departments before new information was provided.) (9:AM CST), The cus***er contacted our office, to file a claim for a leaking AC unit Per our contract, we assigned a technician to diagnose the failure(10:AM CST) The cus***er called back, stating that the neighboring unit was being damaged by the leakage and was requesting a technician service as quickly as possible (10:AM CST) A new technician was assigned, that could confirm service in two days(10:AM CST) The cus***er called back wanting same day service, and we attempted to assign a technician that could do so(1:05PM CST) The cus***er spoke to a supervisor , who advised that we were still trying to arrange a technician to address the issue and (mistakenly) advised her that additional costs would be owed for the emergency service(1:PM CST) The cus***er e-mailed our special handling department (that they had interacted with on a prior claim), and had been advised they could contact their own technician We advised the cus***er that the technician would need to contact us with a diagnosis and the warranty would reimburse based on eligibility/our cost(5:PM CST) The cus***er’s technician called our office and advised that they had been to the cus***er’s home three weeks prior to perform maintenance At that time they added refrigerant to the cus***er’s system, and as the unit was again low on refrigerant, with a freezing coil, that the technician believed had a substantial evaporator coil leak(this is the mechanical failure with the unit) The technician quoted a flat rate cost on the entire system replacement, and we asked for further specifics and a cost breakdown The following day, the cus***er’s vendor was sent a replacement form from our office, to provide us all the needed costs and specifics On June 23, 2017, we received an incomplete copy of the replacement form On June 26, June 29, July 1, July 4, we contacted the technician looking for updated information On July 5, 2017, the cus***er emailed our office, looking for the issue to be resolved We had received an e-mail from the technician, which provided most of the information needed, but still needed to speak to him directly On July 6, 2017, after speaking to the cus***er, I personally called her technician, determined that the evaporator coil had failed, confirmed the price for the replacement coil (with the rest of our costs), and offered that as a payment to the cus***er I confirmed that the technician could complete the rest of the replacement as of Monday, but would not pay for the upgraded equipment that the cus***er needs to work with the new coil (Please note, this is what the cus***er is now demanding.) The cus***er accepted our offer Since then, the cus***er has been filing complaints on social media, like this one, disputing our payment for her failed coil, and wanting additional funds We will not pay her an additional $1,to upgrade her working Rcondenser to a R410A condenser, as this type of system upgrade of a functional piece of equipment is not included in our warranty Sincerely, [redacted] Office of the President

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me A Refund for the overcharge was issued to my credit card on June 30, Sincerely, [redacted] ***

January 26, [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 Per our contract, Section VIII.E: “If HWA cancels this Contract or if You cancel this Contract after the first days of the Coverage Period then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA;” The existing contract period goes from August 25, 2015, to September 25, 2016, which was purchased at a cost of $ The unexpired term of the contract, on the date their cancellation request was received (August 16, 2016), was just over a month (approximately $35.00) We have paid over $1,600.00, on the customer’s behalf, in service costs for plumbing repairs and a replacement water heater The customer is not entitled to a refund of any portion of the $paid for their contract, even if we allowed them to cancel the coverage in April, 2016,due to what we paid in service costs on the customer's behalf Sincerely, [redacted] Escalated Special Handling

November 30, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : Per our contractual agreement with the customer, section I.A “HWA IS NOT AN AUTHORIZED REPAIR TECHNICIAN and will not actually be performing the repair or replacement of any systems or components.” The warranty provided a replacement dishwasher through the manufacturer of the unit in question, and paid the manufacturer to assign a local technician to deliver and install the unit Thus, we have no relationship with the technician in question, and have advised the customer to speak to them directlyIt is unclear why the customer is not willing to address this with the technician that has already been to their home to resolve the issue We will not reimburse the customer the required trade service fee, that has been paid to the technician that originally diagnosed the issue Sincerely, [redacted] Office of the President

August 23, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: :Tracy DE- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and the repair was completed on August 19, Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager