Home Warranty of America

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

Complaint: [redacted] I am rejecting this response because: it is unreasonable for the business to request a customer accept the same action that was previously provided by them which did not lead to a resolutionAbiding to their request to send out an additional contractor involves the client taking time off of work, being present for a 4hour+ time window, and potentially incurring additional chargesThe original contractor sent by the business should have listened to the customer's explanation of what was wrong with the sump and provided a solutionThe issue was easily identified by a professional who was not connected to Home Warranty Sincerely, Christopher ***

June 16, [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 the issue in question was addressed with the customer directly on June 12, Sincerely, [redacted] Office of the President

June 22, [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 July 18, 2013, the customer opened a month contract with our companyThis contract expired on August 18, On August 18, 2015, the customer called us to renew his contractThat same day, he filed a claim on his AC system, that he noticed was not working the prior day This claim was rejected, as the unit was not in proper working order on the day the contract renewed On May 23, 2016, The customer filed a claim for his heating system At the time of the diagnostic, the technician found no failure with the furnace, a thermostat under manufacturers warranty, and a failure with the AC compressor That day, the customer called in a claim for his AC system (Please note: The AC should not have been covered due to the unit Not being in proper working order as of August 18, 2015) At that time, we addressed the replacement of the compressor, which repaired the HVAC system The customer is now stating the unit is not working as well as it should be Per multiple diagnosis, the unit is cooling properly As the contract requires the unit become inoperative due to wear, we will not address additional repairs without mechanical failure of the HVAC system 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

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 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]

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

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] ***

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

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

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

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

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

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

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ August 3, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: 94562044: Henderson TX- Dear Ms [redacted] : When the customer's contract was opened electronically with our Company, the person who opened it outside our Company provided an incorrect start date for the ContractWhen the customer called us on Saturday July 18, 2015, to file her Air Conditioning claim, we needed supporting documentation to change the date that was provided(the date provided prevented the claim from being filed)The customer provided the documentation, and we filed the claim The customer's unit was serviced the day this complaint was filed, and though we have called the customer to confirm the service, they have not responded We are sorry for the delay, and hope the issue was addressed If you should have any questions or concerns, I can be reached at extension [redacted] Sincerely, Carl [redacted] Escalated Special Handling Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hadn't responded because I was out of the countryThe problem was solved, but we were told an entirely different story in regards to the process and how to get the problem correctedIf we had been informed of how to properly resolve the issue, we would not have spend a week in a hot house