Home Warranty of America

Revdex.com:I still feel that this company has the worst system in place I have ever seen in regards to customer service We started this whole NO AC situation on July 11th and literally did not get it fixed until August 10th despite repeated calls, emails and major complaining There are no supervisors to talk to and whomever you get on the phone cannot physically call someone in their purchasing department to find out why parts are not ordered, etc They can only email according to them and wait for responses Which either take forever or are completely inaccurate I will NEVER use this company again and will tell every single soul I encounter to do the same thing We had to spend A MONTH in either hotels and staying with friends and my mother-in-law along with dogs They should be investigate for unfair business practices They have no problem taking our money but just do not hold up their end when it comes to doing the right thing for the customer in a timely manner 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]

October 5, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] MD- [redacted] Dear Ms [redacted] : Our contract has limitations, like all other contractsWe are not replacing the customer’s microwave that became inoperative, and cannot be repaired in the first days If the customer considers that “egregious and unconscionable”, that is his prerogative, but we will not replace his cooktop downdraft fan, that was a known issue on his inspection, or his microwave that cannot be repaired in the first days We consider this issue closed Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 11, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] VA- [redacted] Dear Ms [redacted] : It would appear that the customer feels that we see him as an inconvenience This is entirely not the case The simple response again, avoiding the debate that the customer wishes to mire this discussion in, is that we have a sealed system technician that is coming to the customer’s home to diagnose and hopefully repair the issue We hope the customer accepts the appointment with them, that we have confirmed is scheduled We acknowledge that a representative from our company should have arranged a sealed system technician, after the customer refused to schedule with the second technician We are addressing this issue internally We have no diagnosis from a technician able to address a sealed system issue, and have no information on an expedited part We understand that the customer wishes us to pay for a part to be expedited, but we do not pay for expedited shipping Sincerely, [redacted] Office of the President

January 15, [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 to the three referenced issues On December 8, 2017, and December 19, 2017, the customer reported issues with his master bathroom commode, involving an odor, as well as a non-clearable clog(which is contractually excluded) Having spoken with the customer, and being advised of a possible contradiction in diagnosis, we are sending a technician to further diagnose the issue On December 12, 2017, the customer called our office, advising that he replaced the water heater, and wanted reimbursement Per our contractual agreement with the customer, they are required to call us to report a failure when it is noticed, and we assign a technician to diagnose the reported failure, repairing or replacing as needed We do not reimburse for work performed outside the contract, without our knowledge or consent On December 19, 2017, the customer reported a mechanical failure with his 15-year-old dishwasher Per diagnosis, the unit could be repaired, but we offered the customer a 21” replacement He needed an 18“ to fit the space in his kitchen, which would be more expensive than the repair We contacted the customer, offering the options to repair the unit, provide a check for the repair, or he could pay the difference in the cost of repair versus the replacement for a new unit He took that option, and we are providing a replacement unit We apologize for any inconvenience in the resolution of this issue, and I have provided the customer my direct contact information, to address any further issues that may arise Sincerely, [redacted] Office of the President

May 17, [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 complaint, and provide the following response On April 21, 2017, Mr [redacted] opened a warranty with our company Eighteen days later(May 9, 2017), he filed an Air Conditioning claim with our office, reporting a lack of cooling in the home Per our contractual agreement, we assigned a technician to diagnose the reported failure The following day, the technician provided the following online response: “There is nothing wrong with the AC system or furnaceThe thermostat is located in a bad spotThe vent system has issues with the layout of the system.” The customer was advised of the technician’s diagnosis, and requested a second opinion We advised that we can send one, but if the technician agrees with the initial diagnosis, there would still be nothing to repair, and a second fee due Thus, the customer has filed multiple complaints, eluding that our technicians are biased, and claiming that the prior owners had no issues with the cooling for years, though the unit in question is years old, per the customer The day after the complaints were filed, he called our office, and accepted the second opinion We have contacted the customer, to discuss the issue, and left a message Sincerely, [redacted] DE Services HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: The HWA response is not accurateThe first repairman did respond in a timely mannerHWA did not like this repairmans diagnosis and they said they needed to send someone that could work on sealed partsThis is when the claim became unresolved and it took approximately 1/weeks to get someone to my houseThis technician from all better appliances shows up on a Monday said refrigerator wasn't worth repairing was years old and told me the problem and also said was low on freonThis repairman said he would send diagnosis to HWA the next morningI kept allying both HWA and all better to te diagnoss it took all better a week to send in diagnosisIt's now weeks since initial repar call was madeNow they are going to repair and Afro order a partThey being all better s coming to my house Tuesday Sept 26thHWA is lying to you just like they led o meThis claim as not been handled in a timely mannerI do hope you will investigate this further and see HWA is a company with a lt of customer service issues [redacted]

Complaint: [redacted] I am rejecting this response because:The company is claiming that the unit failed before or during the alleged lapse of coverage They cannot provide me with the exact date the unit failed or started to fail They cannot provide me with a reason why it took two weeks to process payment and contribute to a "lapse" I didn't know existed They are making assumptions that the unit failed before or during the alleged lapse despite what the contractor they sent to my home told me and your company I have documented conversations with that contractor The company continues to treat me like a criminal, not a customer At this point I am moving forward with other means of resolving this claim Sincerely, [redacted] ***

August 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : It would appear that the customer was incorrect in his rebuttal, as a technician came to his home yesterday, to address the AC issue, as well as determine what needed to be done with the heat Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

May 4, [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 March 30, 2017, the customer; purchased a warranty with our company, moved into the property and noticed their 20+ year old [redacted] refrigerator not cooling The following day, they filed a claim on the unit, and, per contract, a technician was sent to diagnose The technician found the unit leaking and low on R-refrigerant, which is no longer commercially available Per contract section VI.I: “ for the first days of the Home Owner’s Coverage Period, HWA 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.” We offered the customer the fair value of the refrigerant, per contract, and they are dissatisfied with the offer We acknowledge that the customer cannot repair the unit As, the warranty is not liable for the replacement, there is nothing more that can be done to address the issue Sincerely, [redacted] Escalated Special Handling

October 14, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: 94573088: [redacted] CT- Dear Ms [redacted] : We have received the customer's complaint, and provide the following response On August 18,2015, Liza [redacted] called our office looking for information on our coverages in reference to a duplex that she stated was in the process of closingAt that time, she was looking to confirm that the contract provided coverage for plumbing issues, as well as washers and dryers On the afternoon of August 20, 2015, she called back, to ask about service fees on the contract, and again confirmed coverage for plumbing problems in bathrooms, and well as washer dryer coverageShe specifically showed an interest in purchasing additional coverage to upgrade the refrigerator, clothes washer and dishwasherThe call was lost Ninety minutes later, she called back and opened a Contract with our companyThis Contract requires that all systems and components, per section I.B.7: "...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." The following morning, when she paid for the coverage by credit card, she reported the main drain backing up(which effected kitchen sinks as well as a flood sink and an upstairs bathroom sink)Also, two separate bathrooms are being effected, with a 1st floor bathroom shower not producing hot water, with a broken diverter that had occurred the night beforeShe claimed that nothing had worked properly for her since the inspection in JulyAs the contract requires everything to be in place and in proper working order, as of the effective date, we requested a copy of her settlement statement to confirm that a collection was made for the warranty(It appears that it was not, as the customer had apparently closed on the property August 10, and moved in two or three days laterThey then purchased the warranty after they spent a week in the property.) Eight days later, Mr [redacted] called our office to file a claim on three issues that he stated had occurred two days prior,(shower diverter, toilet backup, kitchen sink leak) and was looking for a technician to do a walkthrough of the property, to confirm the property was up to code(The warranty does not perform property inspections, but Mr [redacted] was adamant about having someone inspect the plumbing in the property) Additionally, he spoke of filing a claim on an appliance/appliances, and a possible leak in his roof, but did not file additional claims at that time We assigned a technician, for the plumbing issue, but they declined to service the area, so we offered the customer the ability to get their own technician, while looking for another technician to address the issue On September 2015, Mr [redacted] called back filing claims on his Washer, Refrigerator and DryerThen Ms [redacted] called back to complain about the multiple fees due for the three appliance claimed filed, and stated her desire to cancel the contract On September 9, 2015, a plumber was arrangedThe diagnosis provided was that the kitchen faucet is leaking, with a lack of venting from the sink, the laundry drain was improperly sized, the handle tub shower valve was leaking, due to an improperly installed drain and vent, and a leaking sink basket strainer As the customer had mentioned experiencing various plumbing failures, since move in prior to contract purchase, we requested a copy of a visual inspection or mechanical test, to confirm the plumbing was in proper working order on the effective date of the Warranty Contract Mr [redacted] disputed providing the inspection, and insisted that items should be covered, as they were unknown improper installations, per contract section VI.G: "Improperly matched and/or installed systems defined as follows: HWA will repair or replace a covered system or appliance that fails or identified due to an associated failure that was not properly matched in size or efficiency, and/or improperly installed prior to or during the Coverage Period, provided that it was unknown or could not be known to the Home Seller, Home Owner, real estate or other agent by a visual inspection or simple mechanical test prior to the Coverage Period Start Date" We again requested a copy of his inspection, per section VI.G: "HWA will pay no more than $in the aggregate during the Contract Period for any improperly mismatched and/or unknown improper installationIf a service request is made pursuant to this Contract option, HWA reserves the right to request a copy of any visual or mechanical test that may have been performed by a home inspector or other licensed mechanical contractor." The inspection was provided on October 1, and per the documentation: Page12-"Roof covering is "bowed" on the front side of the house and on the right side just past the middle of the roofRecommend contacting a roof specialist to further assess/repair as required to reduce the potential for added deterioration" Page 32-The Washer/Dryer are not staying/were not tested Page 34-None of the major appliances were marked as tested Page 35-None of the bathroom plumbing was marked as functional, with specific reference made to a leaking diverter, indicated water damage at both tubs, and a failed 2nd floor drain stopper Thus: There is a known issue with the roof, and recommendation for further investigation by a specialist, which to our knowledge, was not addressed None of the appliances were tested (and had the washer been tested, the problem with the drainage would have been detectable, as it was by the customer before the contract started), but we are still waiting for the specific diagnostics, to determine the failures with the appliances in question None of the plumbing was marked as functional, with specific reference made to a failure noted from the inspection, which to our knowledge, was not addressed The customer occupied the property for at least a week, prior to opening the Warranty Contract, and referenced noticing plumbing issues in that time period We have made multiple offers to the customer, with the intent of resolving the issue, but the customer has not accepted themNow they state they intend to address this legally, and are looking to collect additional funds, in reference to secondary damage caused by the plumbing(which is excluded, per section VII.G) Sincerely, Carl [redacted] Escalated Special Handling

February 14, [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 reached out to them with an update on their issue We left a message and are waiting for their call back Sincerely, [redacted] Escalated Special Handling

August 15, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] LA- [redacted] Dear Ms [redacted] : The warranty is not responsible for the customer’s retail costs for a replacement 20+ year old Air handler, or the upgrade costs of a replacement working condenser The customer is talking about two components, and we are not responsible for upgrading a working condenser if the air handler fails Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: [redacted] did not address anything that I said in the first rebuttal because he cannot He completely glossed over the issue of refrigerant incompatibility making the replacement of both parts necessary Apparently he thinks saying the same thing twice makes it less incorrect Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ June 22, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL XXXXX Re: [redacted] : CO-XXXXXXX Dear Ms [redacted] We received the customer's complaint and would like to respond accordinglyOn May 19, 2015, [redacted] offered the customer a "trial' twelve month protection plan contract at no cost to the customerShe has paid nothing for the offer, and requested to cancel it It has been cancelled If you should have any questions or concerns I can be reached at XXX-XXX-XXXX Sincerely, [redacted] Escalated Special Handling Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Unsolicited offers should not be sent under the guise of new "contracts"Just sayin'This is to me an unethical business practice and should be discontinuedPlease continue to monitor this company for similar practices

April 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Holmes IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and are providing the following responseThe renewal of the Contract the customer is requesting is no longer offered by our company, so we can not honor the renewalWe advised her of this factThe representatives that she mentioned offered her a discounted cost, which we believed she accepted They cannot offer the customer her previous coverage at that cost If she did not approve the offer made to her, we will gladly cancel the Contract, and provide a refund of the amount taken for this termSincerely, [redacted] Escalated Special Handling

August 22, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MD- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and provide the following response On August 1, 2016, the customer filed the following Air Conditioning claim online: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Outside unit is not coming on Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: The unit stopped last night and will not come back on Has been cooling and functioning fine all season until now.” Per our Contractual agreement, we sent a technician to diagnose the issueThe technician confirmed service that day, or the next On August 3, 2016, we received the replacement forms On August 4, 2016, we contacted the customer and advised their condenser had failed, and was eligible for replacementTheir existing coil would not work with the new upgraded condenser, so we called them to discuss the non covered costs connected with the replacement and the coil upgradePer that conversation, the customer believed she had coverage to lower the non covered costs (she did not), and wanted us to provide a different unit, and upgrade it to SEER(the contract only requires the SEER standard of 14) As the customer wanted to upgrade their system, we offered our cost for the replacement of their condenser a few days later, per contract section VII.N: “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.” It would appear, that rather than pay the costs for the coil upgrade, or accept the check for our cost to replace the Condenser, the customer has paid retail cost to upgrade their system, and now wants us to pay for it We decline to do so Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MN- [redacted] Dear Ms [redacted] : We have received the customer’s message, and have contacted them with the requested cash out amount We are waiting for their call back Sincerely, [redacted] Office of the President

I just received the SECOND check today Issued to a [redacted] The same issued as the first I can not cash this checkI have called several times to have some fix it and no one will fix itI am the only one on the policy, so I have no idea why someone else is on this check!

Complaint: [redacted] I am rejecting this response because: you send out a contractor the first time and they are clueless and don't fix the problemthen a 2nd time, then a 3rdit takes times before you fix anythingyes some claims have been fixed but it took plumbers back in the summer and your supervisor didn't want to do thatsaid I should expect the leaking sink the guy didn't fixthe roof guy took my moneyhe didn't even check the roof outI paid like for the warranty so if months are left you owe me something Sincerely, Jeff ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me I will let this close and contact the attorney general on thisHWA did not handle my issues at allI had someone in my home with medical condition and was left with out A/C for a weekI had no other option but to repair on my own since this company would not handle Sincerely, [redacted] ***