Home Warranty of America

September 9, [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 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.” When the customer’s disagreed with the technician’s diagnosis, we offered to send a second opinion to re-evaluate the issueThe customer refused, and then called(and paid) her own technician, who replaced the toilet The customer did not give us the new information, or allow us to address the issue based on the new diagnosis Since we did not assign the technician, or approve the replacement, we will not reimburse the customer Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 10, [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] : [redacted] PA- [redacted] Dear Ms [redacted] :We have received the customer’s complaint, and provide the following response.The customer renewed their contract on March 24, 2015, at a cost of $545.00.The customer requested to cancel his contract on July 30, Per our contract, section VIII.E:“If HWA cancels this Contract or if You cancel this contract after the first days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA”We paid $in claim costs, and the customer used months of coverage, which totals $ So $545.00-$181.67(months used)-$45.00(service costs)-$30(administrative fee)=$288.33.This amount was returned to the customer’s credit card Had we refunded the $trade service fee that they paid to the technician, they would have only received $as a refund.We are sorry that the customer cancelled their coverage, but we would not provide them reimbursement of the additional funds that were paid to the technicianSincerely, [redacted] Escalated Special Handling

September 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ( [redacted] ) LA- [redacted] Dear Ms [redacted] : The repair was finished in two days There was no delay, and the customer was not lied to Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

May 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NC- [redacted] Dear Ms [redacted] : On May 9, 2016, at 7:PM CST, the following claim was filed online on our website: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Today 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: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Did not cool very well Q: Have you had maintenance performed on the system A: No 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: About Weeks Problem Description: We had two different hvac professionals come out to look at the unit because it was not blowing out cold airBoth companies told us the fan and the motor and the compressor is not working on the air conditioning unitThey mentioned that the repairs would cost about $and advised us that we should think about replacing it because the unit is years old and the repairs are about half the cost of replacing the unit altogetherPer our agreement with the customer, our contract states: · Section III.A: “You or Your agent (including tenant if specifically authorized by the Home Owner) must notify HWA for Service Requests to be performed under this Contract as soon as the problem is discoveredHWA will accept Service Requests hours a day, days a week, days a year at 1-888-HWA-RELY or online at www.HWAHomeWarranty.comTo be covered, notice must be given to HWA prior to expiration of this Contract.” We were not contacted when the problem was discovered In fact, it seems like a problem was noticed at some point on May 9th or prior, as multiple technician’s were called to the property, diagnosed a repair (but recommended a replacement), and then someone contacted us to report the claim· Section III.B: “HWA will dispatch Service Requests to an Authorized Repair Technician within hours.” We assigned a technician per contract, when we were advised of the claim on the evening of May On the morning of the May 11, we were told that the assigned technician refused to take the call, and a different technician was assigned to take the call When that technician called to schedule, they were advised that the unit had already been replaced· Section III.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).” Over the days in question(the evening of May 9-May 13), there was a local high temperature of degrees, and a low temperature of degrees · 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.” The customer selected their own technician to perform a repair/replacement We did not We would not reimburse the customer for the replacement that they approved their technician to perform outside the contract and without our approvalAs a courtesy, we offered the customer’s representation a full refund of their contract cost, upon receipt of written request to cancel the contract Their representation declined, and threatened legal action, as well as complaints of this nature Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: a year old water heater can go out at anytime without warning as stated previously we had hot water$ initally when we moved ini want the home owner warranty honored and the lack of hot water situation taken care of if hwa does does not want to honor their contract then hwa needs to send me a check for $and I will consider the matter closed $for the policy and $for the service call they ( hwa ) wasted by not repairing the problem and sending the technician away Sincerely, [redacted]

August 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] LA- [redacted] Dear Ms [redacted] : Per contract section VIII.E: “If HWA cancels this Contract or if You cancel this Contract after the first days of the Coverage Period then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $ or % of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by H W A;” These are the only terms we are writing in reference to the customer’s cancellation We are not waiving the payments made on their behalf as a courtesy, or writing different cancellation terms based on their demand If they still wish to cancel the coverage, based on these terms, they are free to do so Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because:on July 4th I had to call and threaten find my own tech to service my air conditioning unit as no one on HWC vendor list was or could be available In march 11th it was longer the minutes and exactly how long does one have to wait when there is overflowing water in their home and please review the phone call I was told they were on it but had to find someone and they closed at 8:pm I have the text from the company that was assigned my claim and said it wasn't an emergency my house had standing water and if you feel as a company I am overreacting then that is fine I pay my bill on timeand regularly and will begin to look for another company that might see my two "emergency situations" as a problem and not an annoyance I appreciate your response and will make sure to keep this on file as well please keep my email and situation on file as well Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The business needs to include the effective cancellation date and that they understand that they are no longer to withdraw any type of funding from my checking accountI also requested a refund in my original complaint, and that was not addressed Sincerely, [redacted]

August 22, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response On the afternoon of Sunday August 13, 2017, the customer and his tenant reported a failure with the HVAC system in his rental property, that was noticed days priorThe customer wished this done as quickly as possible for his tenant On August 15, 2017, a technician diagnosed that the customer’s year old Comfortmaker condenser had a failed condenser, which needed to be replaced under our warranty On August 16, 2017, We received the technician’s diagnosis and the breakdown of the replacement costs, which included the following Non-Covered Items: A New pad for $100-Per contract section V.E “All exterior condensing, cooling and pump pads” are excludedLine Set Modifications for $-Per contract section V.E, “any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment” are excludedElectrical Modifications for $125- Per contract section V.E, “any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment” are excluded We advised the customer of his costs, which he is disputing The customer can approve the $350, to address the replacement of his condenser, or if he would prefer a cash out of our cost of the replacement Condenser(as allowed per contract section VI.Q- “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 Systems and Components.”), we can, at his request, provide him a check for $1,to resolve this issue Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: it does nothing to address the numerous we have experienced that have led us to this point or the fact that we have basically not had functioning air conditioning the entire summer Nor does it address the fact that we have requested to speak to a supervisor numerous times that went unanswered and requests for call backs that ultimately were not made by the business There have been multiple instances of a customer service representative conveying inaccurate information Whether they knew they were lying is debatable Perhaps there are just so many issues in the approval process that the customer service representative is unaware of where things stand and how it will be proceeding Nevertheless, the only time we have been able to expedite any response is by dealing directly with the vendor I just hope that their processes are improved as a result of our negative experiences Sincerely, [redacted]

August 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : The customer should have received the payment at 11:this morning Sincerely, [redacted] Office of the President

August 8, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : The customer received a response from myself on August 1, and their cancellation is in procvss Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

December 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CO- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and apologize for any delay that may have been caused by our office or the technician Per a conversation with the technician two days ago, the recommended repairs have addressed the reported failure Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: The $reimbursement is completely separate from the $offered to settle our heat pump The $should have been reimbursed in June - long before HWA even informed me that they had no intention of covering replacement of our heat pump It is like the final insult for HWA to now go back on what was promised when they advised me in MAY to secure my own vendor because there is not a single vendor in our area who will do business with them Sincerely, [redacted] ***

August 10, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] GA- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and they have now advised that they will no longer address the issue with us They are arranging a full replacement through a technician we have not approved They have also advised that they will address this through legal channels We requested that their technician contact us to review the issue, but the customer has refused Sincerely, [redacted] Office of the President

June 7, [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 May 24, 2017, at 5:PM, the customer opened a claim for their heating system Per contract, we assigned a technician, to diagnose the failure On May 26, 2017, we received the technician’s diagnosis, that the customers ton, 70% gas furnace had a cracked heat exchanger and was extremely over sized for the home The unit failed due to age/wear This created a problem, because: Per contract, section V.C, the warranty excludes improperly sized units Per contract section VII.I “Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced subject to all other provisions, limitations and exclusions in this Contract.” So, though the unit failed due to wear (which is eligible), we could not replace a unit that was not properly sized for the home Our only option was to provide the customer a check for our cost on the replacement, Per section VII.O, which was done We are not offering the customer a refund of their trade service fee, which was paid to the technician If the customer is requesting to cancel the coverage, that is their prerogative Based on cancellation procedure in contract section VIII.E, the fact that the contract cost is $500.00, and that the customer was just paid $517.00, there would be no refund remaining to provide to the customer Sincerely, [redacted] DE Services 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 meWhile not ideal, I have accepted their offer of settlement (buy-out) Sincerely, [redacted] ***

November 29, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK- [redacted] Dear Ms [redacted] : To address this complaint in brief, as we have spoken directly to the customer, and they have now cancelled their contract, which they renewed on March 25, The customer was working on their plumbing, to change out a faucet In doing so, they separated the improper putty seal from their p-trap to the main drainThis type of improper plumbing repair is excluded from our coverage Since this was not a covered repair, the customer wished to know how much of a refund they would get if they cancelled their contract Unfortunately, this is not a common request, and to get this information, we would have to suspend the customer’s coverage (As any claim filed could change the calculation.) We apologize to the customer for the delay in getting this information, and provided the figure to them today The customer felt that we should give them a full contract refund, because we did not cover the non-eligible claim, and the information from their request was delayed Unfortunately, we would not give them a refund for the eight months of used contract coverage They advised that providing them the partial refund would not satisfy this complaint We are sorry they are not satisfied, but we are providing them only the refund that they are entitled to Sincerely, [redacted] Office of the President

January 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 rebuttal, and provide the following response We are not saying the customer does not have a warrantyTheir warranty is in place In our initial response, quoted from when the customer filed the claim, the customer stated that the double oven did not work This is the information the customer provided us initially, and we cannot accept their altered statement, based on the claim rejection The customer is again referencing online complaints, as a reason we need to cover their oven, that they stated never workedThis is not the case We know the oven and cooktop are seperate units, but per the customer, both never worked, and per the inspection, both were marked repair/replace It is our option to determine whether a unit is covered or not under the contract The customer’s statement that we can’t refuse is incorrect Their oven, that they stated did not work under contract, is not eligible and will not be replaced under warranty Sincerely, [redacted] Escalated Special Handling

September 7, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] DC- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response Modifications to the customers property to install their new unit are excluded from our coverage (Per Contract section VII.J)As are the addition of items that the customer doesn’t have in their property (as these items did not break down) We are sorry, but we would only address the eligible portions of the repair Sincerely, [redacted] Office of the President