Home Warranty of America

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

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 Sincerely, [redacted] ***

August 26, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: 11616991: [redacted] AZ- Dear Ms [redacted] : Again, the customer is disregarding the root issue, that his heater never worked properly under the contract, behind a smokescreen of complaints (not relevant to the issue), claims of unethical business practices(unsupported), and unsubstantiated statements about covering his heater, which was never requested or approved Contractually, we will investigate an issue that the customer states never worked properly, because it is still eligible under the contract If we determine that the unit never worked properly under the contract, and the problem would have been detectable under visual inspection or mechanical test on the coverage period start date, then we would not address the issue We consider this matter closed Sincerely, Carl Hewelt DE Svcs HWA Claims Handling Manager

Re: [redacted] Your Claim No: [redacted] HWA Contract No: [redacted] To Whom It May Concern: Home Warranty of America has continued to work closely with Mrs [redacted] to resolve this issueProcedurally, per our contract, we would not normally provide a buyout amount or replacement option for a claim that does not have a diagnosisHowever, we understand this is not Mrs [redacted] faultGiven the facts, we have stepped out of our contract to provide proper options to Mrs [redacted] We have offered both a buyout amount and a replacement optionThis morning, Mrs [redacted] accepted the buyout amount to resolve the claimWe are extremely apologetic for the issue she faced and are happy to provide a proper solution to the issue As always, we thank you for bringing this matter to our attentionIf further assistance is required, please contact me directly at 224-***-***

February 27, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal, and as it basically repeats the opinions of initial statement, there is nothing more for us to add As stated, we have waived the fee that he chose to not pay(against the terms of his contract) and we have canceled his contract, as requested, per the cancelation terms of the coverage Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because: The mechanical failure was noted in proposal/diagnosis sent to HWA on March HWA is now trying to make me use their approved vendor who is the company that did not submit the required information for weeks and was the reason I submitted the claim to Revdex.com [redacted] was "non responsive" as HWA put it They gave me another apporoved vendor who is also nonrepsonsive to HWA I am in an emergency situation now under threat of fire in furnace and carbon monoxide poisoning and need a resolution now I was told by HWA to use my own vendor to expediate the emergency resolution and now half way through this resolution, HWA is trying to make me use their approved nonresponsive vendor again My vendor has already provided the diagnosis (March 8) and will have the required pricing breakdown Monday I just contacted him yesterday I cannot wait for their non-responsive approved vendor to start over again This is months since the initial call on this issue It's tough with no heat in New England in wiinter/early spring Sincerely, [redacted]

July 14, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK- [redacted] Dear Ms [redacted] : We have received the customer’s message, and confirmed that the technician has the needed parts and will be calling the customer to schedule We apologize for the delay Sincerely, [redacted] Office of the President

September 9, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NH- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and have contacted them directly The customer replaced the unit, as stated in their complaint, and we are calculating a reimbursement for eligible costs Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] KS- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and provide the following response Per the customer’s contract, Section III.B: “HWA will dispatch Service Requests to an Authorized Repair Technician within hours.” At no point, does our contract state that, “there are to dispatch a repair tech within hours” The customer has a Dacor built in wall oven Since it is a higher end professional series appliance, few technicians are willing to service such a unit We have offered the customer the option of contacting her own technician, but she has declined We have arranged a technician, who has advised that they have scheduled service The warranty will not repair/replace the customer’s oven, without a diagnosis of failure Sincerely, [redacted] ***lt Escalated Special Handling

October 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OH- [redacted] Dear Ms [redacted] : The customer has stated in a prior response : “I had been out of town from the time the technician arrived and when they responded that the unit had been "tampered with" Now they are stating: “There hasn't been any direction given by any techniciansThey've come out numerous times to "fix" something, then re-engage the unit.” The technician states that the unit was not re-engaged by them, and they advised the party onsite (not the customer) to not use the unit When they returned to the site, the unit was re-engaged and running We decline to address the repair/replacement of the unit that was re-engaged and used against the technician’s direction Sincerely, [redacted] Office of the President

August 25, Lucille [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 complaint and the issue was resolved on August 22, Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because:I am rejecting this response because: The response to the claim was still beyond hoursThe first technician wasted my $for service calls that did not fix the problemThe company is using a loophole to avoid fixing older AC units and Furnaces due to older systemsThey call it a "modification", and the consumer has no idea when they sign up that all older systems will not be coveredI am still without AC or a furnace because they refused to repair what was wrong which was discovered by the 3rd technician, another $expense I have a doctorate degree, and never would have known about the exclusion they referenced as a means to avoid paying the claimThis practice is unethical and misleading and should be stopped Sincerely, Iris [redacted]

September 8, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AR- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and the requested repair has been approved Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 10, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] FL- [redacted] Dear Ms [redacted] : We received the customer’s complaint and would like to respond accordingly The warranty requires that we provide a technician to address a repair, and receive their diagnosis, in order to approve them to perform the work We apologize if a technological issue prevented the customer from calling our office on the morning of October 4, The customer could have filed a claim online, or called us later, as he did at 1:PM, on the same day We have requested the customer’s receipt for review, but this in no way guarantees that we will provide any reimbursement for work done outside the contract and without our approval Sincerely, [redacted] Claims Special Handling

April 20, [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 are unsure why the customer has provided this response We can confirm that we spoke to the customer on April 8, 2017, when the customer called our realtor service line (the number for which they had to receive from their agent) We can confirm the claim was filed on the evening of April 8, 2017, and the customer should have an e-mail to that effect The customer claiming that our response is ‘factually inaccurate’, is itself factually inaccurate, as we had/have representatives working on Saturdays, and he himself admits that his wife spoke to an employee on April 8, We consider this matter closedSincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because:We would like a breakdown of HWA's cost estimate offeredWhen offered the $1,this information was requested and refused by HWAIf HWA could provide unit type and labor cost to replace our year old unit, it would be of great assistance Also, the only reason HWA even considered replacing the unit was due to our complaintsA lot was untold in HWA's response, but rather go back and forth, we would rather get what we deserve as paying customersWe were lied to and we were customers for years and were treated very poorlyTo request a supervisor over and over again to no avail is unheard ofIf we were even afforded the opportunity to speak with a supervisor, this would have resolved We were left with no choice but to fix our unit without approval because HWA would not respondIt makes no sense to just not respond at allWe have small kids and has to get our unit fixedWe live in Alabama where the hear is deadly! Sincerely, [redacted] ***

September 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] GA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response In June 2015, prior to their existing contract, the customer called our office, to discuss their ductwork, referencing an AC tuneup, where their technician noticed some issues with the ducts, and a need for ‘duct sealant’No claim was filed by the customer’s at this time In September 2015, right before the contract expired, The customer e-mailed the same question about ‘duct sealant’We called the customer back at that time, leaving a message to arrange for a claim to be filed On November 7, 2015, the customer renewed their contract, with lapse, and immediately filed a claim on their ductwork On November 16, 2015, we confirmed the technician was scheduling the customer for service the following day On November and November 20, 2015, we called the customer and left a message to confirm the service had occurred and the repair was complete On January 15, 2016, the customer called back, stating that they had gotten their own technician (we believe they were referring to the AC maintenance tech) and wanted the trade fee waived On January 28, 2016, the technician contacted us, advising that the customer was not returning their calls On February 16, 2016, the technician provided a diagnosis of the customer’s systemPer the information provided, several sections of the customer’s ducts were sealed with painters tape, rather than duct tape and the required mastic sealant, which is causing the customer to lose air from the ducts Per the warranty contract Section VII.J: “HWA is not liable for repairs related to adequacy or capacity of appliances, components and systems in the home; improper installation, design or previous repair of appliances, components and systems: problems or failures caused by a manufacturer’s defect.” The same day we called the customer and left a message to provide an update Almost a week later, the customer called back We advised him of the improper design/repair of the ducts and the missing sealantHe disagreed with the diagnosis, and insisted we send a second opinion at no cost The second opinion also found the sealant missing, which was needed to properly seal the ductwork The warranty would not address the missing sealant Per the customer’s complaint, they paid the fee to their own technician, and no fees were paid for the technician’s sent We will not address the ducts that were never properly sealed Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

March 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : *** FL- [redacted] Dear Ms [redacted] : Per contract section VI.I: “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.” When we were under the impression that the customer had a basic microwave, we offered him a cash out, or replacement basic microwave, based on the high cost of repair When we realized this was not an equivalent offer, as the customer has a microwave/oven combination and not just a basic unit, we moved forward with the repair, which occurred this morning Just because we offered a replacement, thinking the customer had a basic microwave, does not mean we must replace the customer’s existing system, nor does it mean we have deceived the customer This morning, the technician determined that the control board in the microwave/oven combination had failed We have approved the replacement board, which per the technician, will be in Monday Though the customer continues to insist that we replace his microwave/oven combination, we will not replace a repairable unit Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because:HWA still has failed to resolve my washer/dryer claimIt should not take a month for a washer/dryer to be repaired and/or replacedPursuant to the contract, there is nothing that relieves HWA of personal liability for negligently hiring a contractorThe first contractor damaged my home through the fault of HWAHWA failed to properly hire a qualified and competent contractor to do the repairs to my homeMy home was damaged by HWA's contractor and it needs to be repairedHWA has a long history of delaying claimsSee complaints and reviews filed by other clients with the Revdex.comAlso, see HWA's social media accounts that evidence more complaints filed by customersAlso, see the investigation recently done by [redacted] news that evidence that HWA delays servicing claimsYes, HWA has a long documented history of delaying the servicing of claimsAlso, I have a copy of an e-mail that attached the second contractor's invoice for inspecting the ventsThis e-mail and invoice was sent to HWA on 1/13/I don't understand why HWA is vehemently denying the e-mail and the invoice was sent to them Sincerely, [redacted] ***

July 14, [redacted] Dispute Resolution SpecialistRevdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] GA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response On May 20, 2016, the customer opened a month warranty contract with our company On June 13, 2016, the customer called in claimsWe will address the claims separately The [redacted] double oven is showing an Eerror code on the display The customer noticed this on first use the prior weekend The unit has never worked properly Per our contractual agreement we assigned a technician to diagnose the issue, and on June 15, 2016, they were at the property Per their diagnosis, the touch panel failed, and was no longer available Per our contract, section 1.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 D ate and become inoperative due to wear and tear, including break downs due to insufficient maintenance if at the time the issue or break down 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.” And per Section VII.I: “for the first days of the Home Owner’s Coverage Period, H WA is not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, HWA will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of similar parts.” Though the unit never worked properly, we have offered the customer the cost of the failed touch pad Also reported, The Thermadore cooktop was having an issue with the burners upon first use over the weekend Per our contractual agreement we assigned a technician to diagnose the issue, and on June 15, 2016, they were at the property Per their diagnosis, the front right burner ignitor wore out, and we have approved the repair We are sorry the customer feels that we should completely replace his appliances that never worked properly under the warranty, at a disputed amount of $9, Contractually, it is our choice is a unit will be repaired or replaced, and we have approved the repair that can be done, and will provide the payment for the specific part that cannot be repaired Sincerely, [redacted] DE Svcs HWA Claims Handling Manager