Home Warranty of America

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] ***

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

December 8, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : The customer’s statement is perfectly true, except the part that it does not make sense The warranty does not require an inspection, but if a problem would have been detectable by a visual inspection or mechanical test, it is not covered under contract There is no contradiction here The customer is free to have his own opinion, whether it is correct or not As we have explained to the customer previously, the intent of the warranty is to cover items that are: · Inside the bounds of the main foundation · In proper working order · Become inoperative due to wear The customer’s intent to try to change the purpose of the warranty will not obligate the warranty to cover the labor to replace the heat exchanger that was not in proper working order, which would have been easily detectable on the coverage period start date Sincerely, [redacted] Escalated Special Handling

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

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, Christa ***

October 3, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ( [redacted] ) IL- [redacted] Dear Ms [redacted] : We will repeat our statement from the prior letter “As for the refrigerator, we addressed the contract section in question in our initial response“ Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 3, [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 HWA provided two technician’s that diagnosed the issue (The first technician could not address the issue, and the second found the detectors had been painted over, which would not be wear) The customer disagreed with their diagnosis and requested we find another technician to diagnose We have since been looking for someone else to diagnose, and will continue to do so Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 5, 2015Esther [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: Sternod WA-1874755Dear Ms [redacted] :To our knowledge, all three issues have been addressed If something has not, the customer can contact me directly at c [redacted] @hwahomewarranty.comSincerely,Carl [redacted] Escalated Special Handling

May 16, [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] : [redacted] MS- [redacted] Dear Ms [redacted] :We have received the technician’s diagnosis, and approved the replacementSincerely, [redacted] DE Svcs HWA Claims Handling Manager

September 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 August 26, 2016, The customer reported their water heater leaking from the bottom This was four days after they moved into the home On August 29, 2016, the technician reported that the year old water heater was in poor condition, and leaking from the bottom Per 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 the customer’s home inspection, and per the document, the T & P valve was leaking As there was a known leak from the heater, we would not replace the unit that was not in proper working order Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 20, [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 provide the following response Per a review of the customer’s claim origination call (Note: the customer created his original plumbing claim online, and then, when the plumber was on site, filed two additional claims, for additional plumbing issues), the customer was advised that we do address the restoration of drywall to a rough finish (that a technician needed to open to access piping), but we do not address the restoration of wet drywall As the drywall in question was already damaged by leaking water, the warranty would not address the restoration of the damaged drywall that the technician needed to cut Sincerely, [redacted] Office of the President

November 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] (***) OH- [redacted] Dear Ms [redacted] : We have received the complaint and provide the following response On October 17, 2016, A contract was opened on the newly purchased property Per the customer’s statement made on October 29, 2016, they moved into the property on October 21, 2016, and six days later (October 27, 2016), they noticed their refrigerator’s freezer was not freezing food Per our contractual agreement, we assigned a technician to diagnose the failure The technician found the customer’s year old refrigerator was leaking refrigerant, with a failed compressor and heat 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 unit would not have multiple failures in less than a week’s use, we requested a copy of the customer’s home inspection, to confirm the unit was in proper working order Per the inspection, there is no reference to the unit being inspected Had this been done, the defect with the unit would have been detectable The warranty will not address the repair/replacement of a refrigerator that was not in proper order Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because: In pursuit of my claim against HWA I have learned that the Green Plus option of my Contract entitled me to the replacement of my inoperative Seer split Heat Pump system, which HWA is required to cover by Contract and its own statements, with an Energy Star rated split Heat Pump system of a minimum SeerI am therefore increasing my cash payout request from $5,to a cash out payment of $6,($5,previously paid by me to the Contractor for the installed Seer system plus an additional quoted $1,due for an Energy Star rated equivalent system of Seer or higher).Additional comments relating to this claim will be sent by email to [email protected] Sincerely, [redacted] ***

November 21, [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 response, and addressed the issue with them directly Sincerely, [redacted] ***lt Escalated Special Handling

January 21, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] :Hunter ( [redacted] ) SC-Dear Ms [redacted] : The unit is providing hot water, and the valve is functionalWe acknowledge that our responses are not being excepted, but we are not going to repair a water heater that provides hot water All we will offer is a full refund of the contract cost, upon receipt of a written request from the customer(Mr [redacted] ) to cancelSincerely, Carl [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because: the service work is yet to beginThe defensive tone with which the previous responds was delivered is a shining example of the low quality service this warranty company provides When the service is complete we can revisit my acceptance of the claim.Further, I do not find it ironic that the claims only began to have traction once I engaged the Revdex.com Sincerely, [redacted] ***

October 19, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and are sorry their sump pump was suffering an intermittent issue Per the diagnosis from the technician from July: “Sticky switch, cleaned, all systems operating correctly” In October, the technician found no mechanical failure with the system Per contract, section 1.B.7, the warranty requires systems and components “become inoperative due to wear and tear.” As the sump pump was not inoperative, we would not replace the unit The customer has requested to cancel the coverage, and we are processing the cancellation, per contract Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:At no time did I state a warranty was purchased with the air conditioning unit not workingAs stated in my complaint, the unit could not be tested at the time of inspection (while purchasing my home) due to the cold weatherThe air conditioning unit was working properly in the spring and summer until my service call to HWA in JulyThe reason I have brought attention to why the unit was not inspected was to point out that my warranty contract states it should be coveredAlso, my contract do NOT state that any appliance covered needs to be retested at a later date.I expressed several times to HWA representatives that I had in writing the air conditioning unit was working properly, the HWA preferred company reported this, and I was still given rejectionsHWA has sent [redacted] to my home 3/3/and I have yet to hear if they will finally uphold my warranty contract and fix the air conditioning unitI cannot trust closing this complaint until the air conditioning unit is fixed due to the run-around I have received previously and how close I am to the end of the warranty Sincerely, [redacted]

August 31, [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 inquiry, and apologize for the delay in the completion of the repair An unexpected problem with the current technician has required that we reassign the claim We have advised the customer and will address the completion of the repair as quickly as possible Sincerely, [redacted] Office of the President

Revdex.com: I received a message from this company on my home phone answering machineNo information was provided accept that they were simply "returning my call"The unit WAS started and worked at the time I purchased the houseIt wasn't until I sent an email, informing HWA, that I had notified the Revdex.comThey did call me with information for a service technicianHe is coming out tomorrowI have reviewed the response made by the business in reference to complaint ID [redacted] However, the issue is not resolved until the unit is fixed Sincerely, [redacted] ***