Home Warranty of America

November 19, 2015Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] Naish AL-1540682Dear Ms [redacted] :We have received the customer’s complaintPer his request written and verbal requests, we have forwarded his requests to cancel the Contract to the correct department, and they are processing his request, per section VIII.E of the Contract.“ if the Contract is cancelled, the Home Owner shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less service and a $administrative cost incurred by HWA.”As the customer has used months of coverage, with remaining, and the warranty has covered over $ in repairs on the customer’s behalf, (making his statement “They never want to fix anything” incorrect), there would be no funds remaining to refund.Sincerely,Carl HeweltEscalated Special Handling

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

August 29, [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 inquiry, and have been advised that the needed part is set to be delivered as of tomorrow We apologize for any delays that may have occurred in reference to their repair, but are not responsible for issues beyond the warranties control We will not waive additional non covered costs, or provide multiple years of free coverage, based on their legal threat Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: I had services four weeks prior to noticing the water heater leakingAIt may have not of been leaking bad enough to get my carpet wet (in another room)which is what made me check on the water heater therefore,I do believe that the water heater was leaking prior to the four weeks that the time was a lapsed! BThe second plumber that come out and check the water heater said that it was not caused by a power surge and that the water heater needs to be replaced! He also took pictures of itAlso, there was no way anyone could have tightened the bolts / lines on the water line due to it being rusted 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 I highly disagree with the unfair practices which they write into their contract for which I never saw since the seller provided the contract I completely understand why there have been so many complaints filed against them and have let my realtor know to spread the word in regards to reading these contracts closely Sincerely, [redacted] ***

August 22, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] (Mccord)OH- Dear Ms [redacted] : We have received the customer’s mother’s complaint and addressed the issue before the complaint was received Sincerely, Carl [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, Gay [redacted] I was not trying to be paid twice I received a check days after I filed the complaint Blame it on the post office?

July 6, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response On April 27, the customer acquired a free listing contract on a property that is being sold On June 27, 2016, a claim was opened for the HVAC system, because it was not cooling Per contract, at technician was sent to diagnose the issue Per that diagnosis the valves in the 11-year old compressor had failed, and the evaporator coil was leaking Both had worn away due to age Per our contract section VII.A1: “A The following are excluded from Listing Coverage for the Home Seller; Malfunction or improper operation due to rust or corrosion of all systems and appliances, (including plumbing systems, heating systems, electrical systems, buiwall units or heat pumps) and/or air conditioning systems/coolers or pools/spas.” The customer is aware that her AC system was rejected, due to corrosion (or wearing away due to age), and is referencing the part of the contract where corrosion is eligible for the buyer As this is not a buyer’s contract, the issue is not eligible for coverage Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 11, [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 responsePer our agreement, section 3.C: “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service (emergency usually considered to be loss of life or peril).” We attempted to arrange same day service for the customer Unfortunately, there were no technicians available This does not mean that the warranty is liable for the overtime charge the technician assessed the customer for weekend service, or his additional costs for refrigerant Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because:per there own claim, several items were unable to be testedThis would result in an unknown pre-existing conditionWhile there were several items stated on myhome inspection, the property purchaed was a [redacted] forclosure property [redacted] ***, does not allow for any repairs prior to closing on any of there properties As of yesterday, at the request of HWA, I had amaintiance conpleted on the furnace (which per the home inspection showed the unit was working) and it tuened out that it being dirty had nothing to do with the furnace not workingIt ended up being a dead AA battery that was causing communication error between the themostate and the unit it self At this point, the conpany it self has confirmed here that ever my single thing that there warrenty coverage provides is excludedNot a single appliance, plumbing, or gas line would be covered under any claimTherefore Since I would not under any circumstance be able to use this policyI would like to request the immeadite cancelation and refund of my policy Sincerely, [redacted]

November 11, [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL [redacted] [redacted] We have received the customer’s complaintAs they have not received the check that was sent, we have cancelled the prior check, and reissued their check, to the address that they confirmedSincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because: once again, you have not fulfilled your contract as statedIt took repeated phone calls and days to have appliance looked at on my endYou have accepted money and not done what you have stated in your contract what you should have donePay the consumer back, you are completely in the wrong and maintain the typical corporate America garbage Sincerely, Richard [redacted]

December 23, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Irle IL-Dear Ms [redacted] : We received the customer’s complaint and provide the following responseOn December 4, 2015, the customer filed a claim on his dryer, reporting that it was not properly drying since the end of November On December 10, 2015, the technician went to the property and repaired the unitPrior to leaving the property, they tested the unit and found it functioning properly On December 20, 2015, the customer called back, and reported that he returned from vacation and found the unit not dryingHe was not sure if it had ever workedYesterday, the technician returned to the property and performed a new repairAs this failure was not related to the initial failure, a new fee was dueWe advised the customer that a fee was due, he disagreed, and threatened to file this complaintAfter they filed the complaint, but before it was received by our office, the customer called back, and the dispute was resolvedSincerely, Carl [redacted] Escalated Special Handling

November 2, [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 provide the following response On September 7, 2017, the customer renewed their warranty, with a week lapse in coverage On September 16, 2017, the customer reported an error code indication on the dishwasher Per our contractual agreement, we immediately processed a claim, and sent a work order to a technician to diagnose the issue On September 25, 2017, the technician went to the property, and found an electrical failure with the board, and a worn out drain pump We approved the technician to perform the repair On October 14, 2017, we were advised of a parts delay from the manufacturer, and continued to wait for an update On October 25, 2017, we ordered a control board, to expedite the repair On October 28, 2017, the customer advised that the parts were installed, but the unit still was not working We called the technician, for an update On October 31, 2017, the technician advised of non-wear damage to the wiring of the unit, which is not covered under contract When the customer was advised, they requested to cancel their contract, which is in process The customer is now, mid cancellation, requesting the warranty cover the non-eligible repair, or provide a full refund, which they are not entitled to under the contract We would request, in response, a diagnosis from a licensed technician supporting their position that the dishwasher failure is from wear Otherwise, we will continue the requested cancellation following the terms of the contract Sincerely, [redacted] Office of the President

August 10, [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 inquiry, and provide the following response On August 26, 2016, a home warranty was ordered from our company, on the customer’s property This contract, which provides coverage for a majority of the appliances and systems in the home, was purchased at a cost of $ Our records reflect, that the customer has filed four claims, and has received $in service costs We apologize that a representative did not reach out to him to advise that the failure with his shower base pan is excluded from his coverage, per contract section IV.A If the customer desires to cancel his coverage, we can easily end the contract Unfortunately, there would be no refund provided based on the $already paid by the warranty on the customer’s behalf Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] very convenient story I never said that the water softener was never operative and if HWA will review the "recorded conversation" that they claimed to have then please produce itand you will see that it was the R.OUNIT under the kitchen sin.also HWA did a customer buy out initially, when I couldn't find anyone they scrounged up "the plumbing source plumbers who can and will corroborate my version of this matter.My situation isn't unique, there are over complaints in the Revdex.com that are almost exact to my problem.I'm sure that HWA will have no problem collecting there premiums

October 28, [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 rebuttal and provide the following response In our initial response, we explained our obligations in reference to this claim, which are not to provide the customer a specific brand of vent hood, or the funds to purchase it at retail cost The customer’s presenting his opinions about his inconvenience, our stated fact, or contractual definitions will not chan [redacted] our offer Sincerely, [redacted] Claims Special Handling

Complaint: [redacted] I am rejecting this response because: Unfortunately I must say that the statement that we rejected the first technician is a lieWe have had more than technicians coming to usWe have not declined single technician assigned to us.it is correct that we have found a technician who maybe able to fix it (we were surprised that we were able to find someone when home warranty as a company could not find a capable technician)However this technician used to work as an official vendor for home warranty and now he does not and he is so upset with home warranty that unless home warranty calls him the refrigerator will not get repaired because apparently home warranty has a rule that if we find our own technician he still has to get in touch with them to get approvalObviously someone who worked with home warranty and now does not and is so disgruntled by them that they do not even want to call home warranty goes to show the level of satisfaction that home warranty keeps on any end.I also have difficulty agreeing that home warranty believes that they are not responsible to replace the appliance if the appliance cannot be fixed Sincerely, [redacted] ***

April 13, [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 April 5, 2017, the customer opened a contract with our company On the evening of April 8, 2017, the customer discovered a water leak They contacted their agent, who provided another contact number We accepted their claim, and approved them to contact their own technician (The customer claims we do not have agents answering phones on the weekend, but this is not the case Per contract section III.A: “HWA will accept Service Requests hours a day, days a week, days a year at 1-888- [redacted] or online at www.HWAHomeWarranty.com.”) The following day we received the technician’s diagnosis, and after confirming the repair was eligible, we approved the reimbursement If the customer wishes to cancel their contract, they can do so, but we will not provide a full reimbursement, as we have addressed reimbursement for their claimSincerely, [redacted] Escalated Special Handling

September 29, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We provided the vendor an e-mail that explains the coverage for our real estate contracts This is not the coverage that the customer purchased, because his warranty was not purchased with a real estate transaction The customer then states: “I also know that they have paid for others claims who purchased the product as I have.” We have paid the $per pound for refrigerant for other customer’s that purchased the same contract as the customer The warranty provides coverage for eligible systems and components, within the bounds of our contract Sincerely, [redacted] Office of the President