Home Warranty of America

Complaint: [redacted] I am rejecting this response because: They never addressed the complaint with me like they said They never accepted the responsibility about the complaint I still do not have a refrigerator, but today I did receive a check from them Their customer service is horrible This company should never be used for home warranty coverage They do not tell the truth, their documentation is inaccurate and they never return phone calls Again, they never addressed the complaint with me and I want an apology for their inadequate resolution of this claim Sincerely, [redacted] ***

March 6, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] SC- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and provide the following response On May 22, 2017, the customer opened a 13-month home warranty with our company After ten months of coverage, the customer filed two non-emergency appliance claims (Garbage Disposal and Dishwasher), on the afternoon on February 27, Per contract section III.B: “HWA will dispatch Service Requests to an Authorized Repair Technician within hours.” We sent the work order to the technician directly On the afternoon of March 1, 2018, the customer complained that the technician scheduled dishwasher service for the following weekWe reached out to other local technicians for service, but could not confirm service within the customer’s requested time frame (which we confirmed was hours) At no point in our contract, does it require the warranty to provide service in hours We do not offer this, because we do not set the technician’s schedule and have no way to guarantee expedited service to our customers Thus, we have fulfilled our contractual obligation, in providing a technician that can service the customer’s reported failure We are sorry that we cannot service the customer as quickly as they would like, but we will not provide the customer a full refund Sincerely, [redacted] Office of the President

October 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 inquiry, and provide the following response On October 4, 2017, a home warranty was ordered from our company, on the customer’s property, with a start date of October 6, This contract, which provides coverage for a majority of the appliances and systems in the home, requires that all systems and components be in proper working order as of that date, and become inoperative due to wear(per contract section I.B.7) On October 12, 2017(less than a week moving into the property), the customer reported the following failures that were noticed that day: · The gas was just turned on and the gas furnace is not blowing any heat · The gas was just turned on and the gas dryer is not heating · The gas was just turned on and the gas water heater was not heating · The stove door fell off · The water by the washing machine is constantly running As three of the issues were noticed at the same time the gas was turned on at the property (indicating the systems never worked properly under contract), we (per contract section VII.A) requested “a copy of any visual or mechanical test that may have been performed by a home inspector or other licensed mechanical contractor.” , to confirm (per contract section I.B.7) that “no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”, so we could consider the items in question in proper working order Per the customer’s inspection(dated September 14, 2017)that was received the same day: The furnace’s condition was dirty, and needed professional service and evaluation prior to closing The dryer’s operated, but did not heatThe water heater had no relief pipe, which was a known safety hazardThe stove’s gas supply was shut off, preventing testing, and the door did not close properlyThe washing machine could not be tested, as the water was shut off to the unit Per the customer’s statement, the customer’s warranty has coverage for unknown pre-existing conditions, which is defined in contract section I.Aas: “” Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.” Per the customer’s inspection, all items referenced had detectable failures, or could not have been tested due to the gas/water being off to the property Had the utilities been turned on, the problems would have been detected, as they were by the customer when the gas company turned the gas on to the property We apologize for the inconvenience to the customer, but we will not address the detectable failures in his recently purchased foreclosure property Sincerely, [redacted] Office of the President

November 20, 2015Lucille GarciaDispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re:10954260: Naish AL-1540682Dear MsGarcia:We have received the customer’s Rebuttal, and again, per 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.”To clarify with specific figuresThe customer’s contract was purchased on January 15, for $465.00.If you prorate $over months, it gives you a monthly cost of approximately per month, which leaves $for the three months remaining of the unexpired term If you then deduct the paid service costs of $112.50, $47.50, $and $74.93, there are no funds remaining to be refundedWe are sorry that the customer feels that we have somehow cheated him in reference to the service calls and repairs on his contract, but we have not done soSincerely,Carl HeweltEscalated Special Handling

February 14, [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 The customer claims that we “advertise they insure dama [redacted] to homes, appliances, air cond., etc” We do not do this Per our contract section I, we : “ arran [redacted] for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.” This is in no way insuring dama [redacted] to homes etc Additionally, we require that ‘Covered Systems and Components’ be in proper working order on the covera [redacted] period effective date, and become inoperative due to wear and tear Referencing the issues mentioned in their complaint, the customer opened a contract with us on October 28, On October 31, 2016, the customer called, advising: Of a heating claim on a unit that never heated properly for them They had not yet moved into the homeThe customer reported that they had an inspector come to the home and found that the unit was not working properlyWe assigned a technician, and received a diagnosis., that the unit was extremely dirty and in need of maintenance We requested their home inspection, and confirmed this was a known issue Of an Air conditioning issue on a unit that never cooled properly for them They had not yet moved into the home The customer reported that they had an inspector come to the home and found that the unit was not working properlyWe assigned a technician, and never received a diagnosisPer their inspection, the unit was not fully functional, requiring repair of service Of a water heater that had never performed properly for them, which was noticed by an inspector We assigned a technician, who found signs of prior leaka**(but no current leaks), and a gas company report that the water heater was missing a combustion door and platform The warranty does not address missing parts on a unit, or a unit that is still operational On November 16, 2016, the customer filed a claim for their [redacted] dishwasher, that had stopped working We sent a technician, who found “dishwasher had noise in pump, disassembled and cleanedhad various broken items in pump, cleaned out, and reassembled pump, tested and works as new.” (As an aside, the customer’s inspection states that the [redacted] unit was worn, making a noise/buzzing when running and needed to be checked/maintained The buyer requested that unit be replaced, or they receive payment for the unit at closing) On November 26, 2016, the customer opened a claim for their [redacted] ***, stating that the unit did not turn on The technician was sent, found the unit repairable, and we offered the customer the repair, or the cost of the repair The customer accepted our cash out(Note-The oven was also noted on the inspection, as not fully functional, requiring repair or servicing.) So, effectively, the customer is complaining that he had a series of items, that were not in proper working order, and he is upset that the warranty did not replace them It would seem that they think the warranty addresses failures noted before the contract start, but it does not 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, [redacted]

Complaint: [redacted] I am rejecting this response because:The events reported by the business are largely erroneousFor example, no maintenance service was ever receivedThe cancellation request was made by email to [redacted] on August 9th because no contract was received by email as promised on August 8th I cannot accept a response until the full amount charged to my credit card is reversed, and future charges are stopped Sincerely, [redacted]

May 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MS [redacted] Dear Ms [redacted] : We are in discussions with the customer’s representation, in order to resolve the issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 26, [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 received their cancellation request on July 6, Their request is in process Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because:There hasn't been any direction given by any techniciansThey've come out numerous times to "fix" something, then re-engage the unitI sign the paperwork stating what they did, pay for a service charge (for something that STILL has not been fixed), then leaveThey re-schedule, then come back out Sincerely, [redacted]

May 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : We have received the customer’s Rebuttal and are providing the following responseIf the customer wishes to cancel their contract for a prorated refund, per section VIII.E of our contract, they are free to provide us a written request to do so We are not offering them a full contract refund, nor are we offering them a reimbursement of their trade service feeSincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 9, [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 inquiry, and provide the following response On both October 3, and October 12, 2017, we have sent a technician to the customer’s home, to address a leaking filter issue, up to the contract cap, of $(addressed in contract section VI.A.) The amount of the quoted non covered costs, was the total amount needed from the customer, beyond our cap They requested a cash out of our remaining costAs we have approved $of the customer’s cap in repairs and labor, we have offered the customer the remaining balance of $570.00, which they accepted Sincerely, [redacted] Office of the President

December 28, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN-Dear Ms [redacted] : We have received the customer’s complaint, and provide the following responseOn the afternoon of December 24, 2015, the customer advised us of a water leak in their crawlspace We assigned a technician the same day, who advised us that they would service that dayOn the afternoon of December 26, 2015, we were advised that there was a foot of water in the customer’s crawlspace, with a drop off, and that the water would need to be removed for the technician to properly diagnose The customer declined to address the standing water for the technician to diagnoseAs a courtesy, we offered the customer the option of getting their own technician(if they could find one willing to address the issue in water), advising that they would need to call us with diagnosis prior to doing any work and that we would provide reimbursement based on our costsThe customer’s vendor called back, advising that 2-feet of pipe was leaking in the crawlspace(water was knee high), and they wanted to repipe the entire crawlspace Per our contract section VII.C: “HWA is not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible (including but not limited to beneath crawl spaces, floor coverings, systems, cabinets, etc.).” Additionally, per 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 unknown.” The customer’s crawlspace is filled with a foot of water, that a technician cannot be expected to stand/kneel in to diagnose/repair/replace piping Access would need to be providedPlus, all of the piping in the customer’s crawlspace is not inoperative There is a leak in only 2-feet of pipingThe warranty would not replace the all of the customer’s functional piping We would address only the piping that failedThe customer has advised that they are addressing this through legal channels, so we are waiting to hear from their representationSincerely, Carl [redacted] Escalated Special Handling

October 11, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and contacted them directly to address the issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11694524, and find that this resolution is satisfactory to meWe received notification from the technician yesterday that progress was being made and we will be sure to continue monitoring the progress Sincerely, Sara ***

August 10, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and have addressed the issue directly with the customer 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 although it took almost a week and a half beyond the date that they (HWA) originally said it was approved in order for the vendor to move forward to get the heat pump (a/c) unit replaced. 28 days without air conditioning in the dead of the summer in Arizona is completely unacceptable. I would give this company the poorest rating possible for no urgency in processing claims that have urgency issues when the item is clearly covered by their warranty. This company is horrible to their customers. Sincerely, [redacted]

May 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] PA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response: On the morning of May 1, 2017, the customer opened a washer claim We immediately attempted to assign the claim to a local technician, but had no technicians with availability We then attempted to find a technician with availability to take the service call On May 4, 2017, we offered the customer the option to get their own technician, but they refused On May 11, 2017, we found a technician to service, but it appears the customer replaced his unit the day before Per contract, section III.D: “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.” We had no diagnosis on the failures with the customer’s unit and did not approve the replacement So, we will not reimburse the customer for the replacement performed without our authorization We apologize for any delay in service, but that in no way obligates the warranty to reimburse a customer for a non-approved replacement unit Sincerely, [redacted] Escalated Special Handling

April 18, [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 rebuttal, and provide the following response The customer is free to make unfounded accusations, but we hold to the statement that the first technician that we assigned to the claim was declined by the customer, because they could not service when the customer wished The customer is also free to imply that because a technician chooses to not work with us, and doesn’t wish to call us, it is some kind of indicator of poor serviceWe have no control over a technician that decides to not work with our company, or not to call our office We have spoken to the technician, that can repair the unit We are waiting for the invoice to determine reimbursement Again, we are not required to replace a unit that can be repaired Sincerely, [redacted] Escalated Special Handling

January 11, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] PA- [redacted] Dear Ms [redacted] : Per contract section VII.I: “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced ” Additionally, per contract section VII.H: “HWA IS NOT LIABLE FOR INDIRECT, CONSEQUENTIAL OR ECONOMIC DAMAGES FOR LOSS OR DAMAGES TO ANY PERSON OR PROPERTY ARISING FROM THE LOSS OF USE OR THE INABILITY TO USE THE EQUIPMENT TO THE EXTENT SUCH MAY BE DISCLAIMED BY LAW, AND YOU EXPRESSLY WAIVE THE RIGHT TO ALL SUCH DAMAGES.” So, we will not replace the customer’s appliance, that per all information we have been provided, can be repaired (and will be on the morning of January 13, 2016), nor will we address any perceived financial loss from the customer, because he could not use the refrigerator Sincerely, [redacted] Escalated Special Handling