Home Warranty of America

Complaint: [redacted] I am rejecting this response because:You claim to have made contact with me June 18, 2016? I have still yet to receive one call from your company and to my knowledge still have yet to order the part needed to make my repairI did call your company myself yesterday, to inquire about the "cash out" amount which is ridiculously low and takes 4-weeks to obtain So please refrain from making lies upon contacting me and ordering partsI would love to have a phone call from your company to discuss furtherOver two weeks without A/C with 90+ degree days is a little dangerous for living conditions, wouldn't you say? Sincerely, [redacted] ***

August 15, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : Since the customer is looking for the cash out amount, that has been calculated, and a message left for them to address Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

May 12, [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 responseOn April 13, 2016, the customer purchased a month home warranty with our companyOn May 1, 2016, they filed the following claim online: “Covered Item Problem: No Power To Part Of The Home 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?: 04/16/Problem Description: Power to my kid's room and 3rd bedroom went out About mins later power comes back but is blinking rapidly in both of the rooms After about a minute of blinking the lights stopped working About another mins later the 3rd bedroom light now controls(on & off) not only that room's light, but also my kid's room, hallway nightlight plugged in, and the hallway light?? If you turn on the master bedroom light and the 3rd bedroom light at the same time the lights blink rapidlythanks in advance, [redacted] J” We immediately assigned a technician to review the issue, and received their diagnosis on May 9, On May 5, 2016, the technician visited the customer’s home and found four feed/circuits on a single neutral, which is an improper install/repair from the Main panel to half of the houseAdditionally, there was an improperly sized breaker in the main panel, with open and improper wiringPer 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 these failures were visually apparent to the technician inspecting the electrical failure, we requested the customer’s home inspection, to confirm the electrical system was in proper working orderPer the inspection, the main panel was marked Repair/replace, which is defined as: “The item, component or unit is not functioning as intended, or needs further inspection by a qualified contractorItems, components or units that can be repaired to satisfactory condition may not need replacement.” With the following statements referencing electrical problems in the home: “Double tap is present at breakerThis circuit needs to be moved to it's own circuit breaker and cannot share a breakerIt is recommended that a qualified electrician separate the two circuits and properly connect each circuit to it's own individual breaker.” “Breaker panel should have 20% free space for additional breakers, Evaluation by a licensed electrician is recommended” “The main panel has circuit breakers that need labels identifying their location(s).” “The left receptacle at the outlet to the left of the fireplace does not have powerNo switch was located to power up this receptacle.” “Missing outlet cover plate at the outlet inside the kitchen cabinetI suggest removing outlet and covering with a blank plate.” “Light fixture in the laundry room is not functioning.” “Non GFCI outlets in the garage, recommend replacement by a licensed electrician.” “Non GFCI outlets in the laundry room area, recommend replacement by a licensed electrician.” “Smoke detectors are required per floor within feet of any bedroom and within feet of any furnace or boiler and water heaterRecommend installation of combination smoke/carbon monoxide detectors hard wired to electrical panel.” We contacted the customer to confirm the failures noted by the inspector were addressed, and he stated that they were We requested the proof of repair, and the customer could not verify that the repairs were completed He only had a letter stating that they wereA visual inspection or mechanical test performed on the coverage period start date would have detected these electrical problems, as the problems were by the inspector before and a service technician after closing We would not address the electrical system that was not in proper working order, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 21, [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 inquiry, and have sent a second opinion, at no cost, to re-evaluate the issue Per their diagnosis, the unit is repairable, and will be completed Thursday Sincerely, [redacted] Office of the President

June 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 complaint, and provide the following response As the customer states, their contract cost paid was $500.00, for their coverage that began in February 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 of $or 10% of the Contract fee, and any actual service costs incurred by HWA.” So, as the customer is entitled to months of unused coverage, the pro rata refund is $ If you then deduct the $administrative fee and the $service cost, this leaves $293.08, which was returned to the customer We decline to refund the 206.92, as those funds were earned, and disbursed under the contract 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 The technician installed a new thermostat which resolved the issue of the air conditioning being able to turn off Sincerely, [redacted] ***

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 Though this claim took over days to complete, and the worst of the summer heat and humidity has been suffered, I am glad to say the repair was madeI only reference my personal loss Mr [redacted] as to make others aware of the time period they may be looking at, as well as potential loss to personal belongingsInvesting in dehumidifiers and window A/C units may save many others loss to their personal belongings if they are aware of how long claims can take with HWACompassion for the customer is definitely not in your profile and I hope you too one day do not have to be without a way to cool your home and familyI am relieved to have this repair madeI can be comfortable in my home, but better yet I can go a day without having to follow up on this claim to see it through Sincerely, [redacted]

June 20, [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 the repair was approved on June 16, Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:until my oven is in working order, I will not check that the complaint has been resolved Sincerely, [redacted]

April 25, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : The customer is providing his unsubstantiated opinion, suggesting a reason for the failure reported by the technician, then stating that the failure’ could’ be wear (which is again his unsubstantiated opinion, and not that of the technician) We refuse his repeated demand, and consider this issue closed Sincerely, [redacted] Escalated Special Handling

October 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : The repair has been authorized Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 4, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL [redacted] [redacted] Dear Ms [redacted] : We have received the customer’s complaint and have received the diagnostics from the technician We contacted the customer directly to address the issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

January 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] VA- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response This customer has been with our company for a number of years, and we are sorry for their recent troubles The purpose of the warranty is to provide a technician, to address eligible failure with systems and components that become inoperative under the contract The customer is addressing two units, and their prior failures They are: · A dishwasher issue A claim was originally filed on this unit in July (at the same time as a microwave issue), with the statement that the unit was not cleaningAt that time, the customer payed a single trade service fee for both issues, and the unit was repaired (replacement spray arm, support, chopper and hanger) Almost four years later (March 2017), the customer experienced a leak with the unit, we assigned a technician, and per the customer, they never contacted her We assigned a second technician, and the customer cancelled the service Then, on August 23, (filed correctly September 9, 2017), the customer again reported that the unit was not cleaning (this was filed with the washer claim below, under a single service fee) Per the technician, the circulating pump had shorted out, and was replaced The customer then called us back November 29, 2017, to send the technician back, to re-evaluate, stating the unit was not cleaning and leaking The technician called the customer repeatedly to schedule, and received no response · A washer issue A claim was filed on August 23, 2017, for the washer (and the dishwasher on a washer claim) stating the unit would not drain or turn onAs stated, a single fee was assessed for both claims The technician found a failed pump and motor, which were replaced October 9, It appears that the customer did not wish to bring the technician back for the dishwasher claim, if a fee may be due, and, as there is no warranty on a repair that was performed three months ago, does not wish to pay a service fee for the re-evaluation of the washer Unfortunately, the warranty would not be able to fulfill her request and offer a replacement/cash out on two appliances, if we do not have a diagnosed mechanical failure with the unit(s) in question Sincerely, [redacted] Office of the President

August 8, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Bledsoe IN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and have contacted them today with an update on both claims Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

September 20, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MN- [redacted] Dear Ms [redacted] : We have sent a technician out to the customer’s house to diagnose the customer’s HVAC issueA claim was processed, and sent to the technician The technician came to the customer’s home, but the customer states the technician did not diagnose their AC system It also would appear that no trade fee was paid If the customer is stating that his AC unit has not failed due to wear, there is nothing further for us to discuss ((The customer is communicating with me directly, and is consulting with a third party, to review the contract)) Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

September 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : The check in question was issued to the customer on August 22, We have the check number We have no explanation why they do not have it, but are reissuing it to them as quickly as possible Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

January 21, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] SC-Dear Ms [redacted] : We have received the customer’s complaint and are providing the following responseThe Customer purchased our Contract at the closing of his property on December 4, 2015, and moved into the property on January 6, On January 8, 2016, the customer called and advised that two days prior, they noticed the kitchen refrigerator not working at the time they moved inThe claim was processed, and we assigned a technician to diagnose the unitOn January 12, 2016, the technician reported that the year old unit was leaking internally, with a failed compressor Per our contract, Section I.A.2: “Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.” As the unit had never worked properly under the Contract, we had requested the customer’s inspection, to determine if an issue with the water heater was known or was detectable by visual inspection or mechanical testPer the inspection document, it states that the refrigerator was not inspected As the unit never worked properly, per the customer, and the issue could have been noticed by visual inspection or mechanical test, as it was when the customer moved inwe declined to provide coverage for the refrigerator that never worked properly under contractAs a courtesy, we have offered to refund the customer’s trade service fee, which was accepted Sincerely, Carl [redacted] Escalated Special Handling

April 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] VA- [redacted] Dear Ms [redacted] : We received the customer’s inquiry, and have spoken with the customer directly to resolve the situation We apologize for any delay or miscommunication in reference to the issue Sincerely, Carl [redacted] Office of the President

January 19, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AZ-Dear Ms [redacted] : We do not provide customers call recordings or transcripts of callsWe review calls, and based upon those reviews, we address a customer’s concernsIn this case, we reviewed the calls, confirmed what we told the customer and we will not reimburse for non covered pipe modifications Sincerely, Carl [redacted] Escalated Special Handling

December 20, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ( [redacted] ) IL- [redacted] Dear Ms [redacted] : We are sincerely sorry for the delays in completing the customer’s replacement caused by the manufacturer being out of the needed unit, and the delay in shipping the needed replacement The replacement could have been done on the 18th, and was completed on the 19th, at the customer’s request Sincerely, [redacted] Office of the President