Home Warranty of America

Complaint: [redacted] I am rejecting this response because: I was never notified of the cancellation process The girl which I told I was cancelling as long as I got a full refund told me someone would call me regarding the refundI have never been called now you state a partial refund I feel it should be a full refund, or fix the frig due to the fact we purchased the warranty to cover appliances in the home and that are still in the home regardless wether they are moved from one room to anotherI feel your just making excuses not to cover it The 2nd repair guy was on his way no one even bothered to call him and tell him what was going on either Sincerely, [redacted]

July 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] LA- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and have approved both repairs needed for both their HVAC systems Sincerely, [redacted] Office of the President

July 19, [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 apologize for the incorrect information he was provided We have filed the claim to diagnose the issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 5, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We are not asking the customer for ‘evidence’ We are stating the events of the claim, and explaining why the issue is not covered Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 10, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] FL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and the repair was approved August 2, at AM CST Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 3, [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 June 12, 2015, the customer opened a month contract with our company On June 19, 2015, they moved into the property and noticed their refrigerator was not cooling properly upon initial use A claim was filed days later, and per our contractual agreement, we assigned a technician to diagnose the failure On June 24, 2015, The technician called us, and advised stated that someone worked on this unit before and they cut the overload relay and installed and hard star kit to temporary fix the issue Per our contract, section VII.J: “HWA is not liable for repairs related to adequacy or capacity of appliances, components and systems in the home; improper installation, design or previous repair of appliances, components and systems: problems or failures caused by a manufacturer’s defect The warranty would not cover for the improper prior repair of the refrigerator The customer’s Air conditioning issue was, and is eligible under the contract As of June 3, 2016, a repair was approved Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

January 30, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: : Burleson IN- Dear Ms [redacted] : We have reviewed the customer’s complaint, and contacted them directly to resolve the issue Sincerely, Carl [redacted] Escalated Special Handling

September 30, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL [redacted] Dear Ms***: We received the customer's complaint and would like to respond accordingly On May 1, 2016, [redacted] , as a real estate agent, purchased our warranty on a property she has been residing in since On May 25, 2016, the customer opened an Air conditioning claim Per our Contract, Section I, we sent a tech to diagnose the failure with the customer’s system The customer requested earlier service, so we had a technician address the diagnosis on May 28, (the tech found a leak in the service valves, resealed them, and recharged the system) On June 17, 21016, the customer reported that two days before, the unit was not coolingWe reassigned the work order to the initial technician, but they were booked We allowed the customer to get her own technician, but when they found the unit secured, we needed to send the first technician back, who came out on June 21, Per the technician, they found leaks in the inside coil and outside coil, and recommended replacement The technician provided a breakdowns of costs, and we called the customer to get their approval of their portion of the repair ($1,209.60) The customer disputed the costs, and had to think about whether she was moving forward with the replacement or not The following day, the customer called the technician, wanting them to remove items from the installation to lower the cost (This could not be done)We also received a request from our internal sales representative(that the customer contacted), requesting we get a second opinion, to try to lower the costs We declined to pay for a second opinion, offering the customer the choice of paying the non-covered costs, or taking our cashout on the cost of the repair (per contract section VII.O-“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.”) On June 23, 2016, the customer wanted the non-covered costs in writing (we had advised the customer of the costs repeatedly, but they wanted them in writing from the tech.) The tech could not provide an invoice, but provided the breakdown for the customer On June 29, 2016, we provided the customer the amount of the cashout (At this time, the customer began requesting a refund of the refrigerant installed by the technician on the initial repair) On July 1, 2016, the customer approved the non covered costs, and we approved the installation, and ordered the replacement unit On July 11, 2016, a dispute developed between the customer and the technician (The technician asked for the non covered costs up front on the day of install, and the customer supposedly agreedThen, at the time of the install, the customer refused, stating she would pay them after the install) The following day, we spoke to the customer, addressing a partial reimbursement from the technician’s initial service The customer wanted us to send another technician We declined, advising her that she could pay the quoted costs up front to the technician, or we would provide a $cashoutThe customer did not decide On July 14, 2016, Her agent e-mailed, and we explained the situation to him He stated that the Air handler was going to fail, but we do not address what will fail We address what has failed The customer also e-mailed ,complaining about the delay ( that she was causing herself) She requested the air handler replacement before it fails(which we declined) She again requested a second opinion (which we again declined)She again stated she had not made a decision On July 18, the customer e-mailed again, increasing the cashout offer to $1500.00, we reminded her it was $1,418.00, and she advised she was consulting an attorney A month later, we received the legal request that we explain why we are not covering more of the $4,replacement cost We advised the attorney that we are providing our cost on the repair, as referenced in contract section VII.O Our position is, that we are not liable, for the $4,spent by the customer Our cost on the install is the $1,that the customer still has not accepted If you should have any questions or concerns, I can be reached at extension 1- [redacted] Sincerely, [redacted] Escalate Special Handling

Complaint: [redacted] I am rejecting this response because:I had to contact and schedule a plumbing company to do the repairs because the company/vendor Home Warranty of America did not respond to my phone call and never contacted me to schedule an appointmentHome Warranty of American should not be able to keep $form my bill for services they did not perform Sincerely, [redacted]

March 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] SC- [redacted] Dear Ms [redacted] : To address the customer’s points: Service has been provided, per information received by our office March We are contacting the customer to address the dishwasher issue, and the technician is addressing/has addressed the disposalOur contract does not state appliances will be repaired in hoursAfter addressing two issues, we will not provide the customer a full refund Sincerely, [redacted] Office of the President

August 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : As we stated, we need to have a diagnosis of failure to address any possible repair/replacement, which is currently being arranged We do not need the customer’s statement of what has failed, but a technician's diagnosis, which is what is being arranged Sincerely, [redacted] Office of the President

August 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 April 8, 2016, The customer opened the following claim online: “Covered Item Problem: Button On The Wall Has this item ever worked?: Yes When did you first notice the problem?: About a week ago Q & A: Q: Please Describe The Problem You Are Experiencing A: The Opener Is Making A Very Loud Noise Q: Please tell us how many times this item has worked properly since the contract start date A: More Than Five Times Problem Description: light will stay on never goes off, garage, door slowly opens.” We assigned a technician to address the issue, per our contractual agreement The customer advised the technician was out on April 11, 2016, but we never received an update from them as far as work performed On April 14, 2016, we assigned a second opinion, at no fee due, based on the customer’s report that the first technician, did not complete the repair properly On April 20, 2016, the technician advised us that they reinstalled the opener, repairing the stated failure On May 3, 2016, the customer called back stating that now the door would not open with the remote, and would not close all the way.(Please note, this was not the original problem reported) We sent the technician back to the property, who advised us that on May 9, 2016, they adjusted the sensors On July 23, 2016, the customer stated in late June, they noticed an intermittent issue with the door working, and a light went out in the unitPer section III.E of the contract: “If service work performed under this contract should fail, then HWA™ will provide for the necessary repairs without an additional Service Fee for a period of days on parts and days on labor.” We sent a technician to evaluate the unit, and a fee was charged because the service was outside the technician’s warranty for labor The technician came out, and found no mechanical failures with the unitPer contract section III.D: “You will pay $for each trade service call, (“Service Fee”) or the actual cost, whichever is lessThe Service Fee is for each visit by an HWA™ approved Service Provider, except as noted in this Article III (E), and is payable to the HWA™-approved Service Provider at the time of each visitThe service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied.” Thus, the customer is responsible for the trade fee that she paid for the second claim Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

September 6, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: 11681400: [redacted] IN- Dear Ms [redacted] : We have received the customer’s complaint, and are contacting them directly, in reference to their invoice Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

July 25, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] FL- [redacted] Dear Ms [redacted] : We received the customer’s inquiry, and the requested repair was completed Sincerely, [redacted] Office of the President

June 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 complaint, and provide the following response In late February 2017, the customer reported an oven claim, which was determined to need replacement We offered the customer a like replacement, per contract In March, the customer was looking for an upgraded unitWe offered an upgrade at an additional cost, and the customer accepted In April, the manufacturer advised us that the unit in question was on backorder In May, the unit became available, and we ordered the unit Unfortunately the wrong unit was ordered In June, the customer received the wrong unit We have since returned the one unit, and ordered the correct model We are sorry for the delay in the resolution of the oven claim, especially considering how long the customer has been with our company To our knowledge, the issue has been resolved, and the delivery company should be calling them shortly to schedule the install As far as the remainder of their request, we would not return the first partial payment of this year’s contract We are still looking for the remaining two payments, one which should have been provided at the end of May, and the third, at the end of June If those payments are not received, the contract will end, per their request Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: the unit was working properly, I know it wasThey have no proof that it wasn'tThey just decided that it wasn't so they don't have to pay anythingWhere is the proof that it wasn't working? Sincerely, [redacted]

December 1, 2015Lucille [redacted] Dispute Resolution SpecialistRevDex.com330 North Wabash, Suite 2006 Chicago, IL 60611Re: [redacted] AL-1579115Dear Ms. [redacted] :We have received the customer’s complaint, and provide... the following response.The customer opened this contract in February 2015. In the 10 months of coverage, we have addressed six different claims for the customer, providing service per Contract. For their last claim, we addressed the repair in September, the customer called to advise the leak is still occurring six weeks later, and we returned the claim to the technician that performed the prior repair. If the technician has not scheduled the customer or the customer has not scheduled the technician, we would not have that information as neither has contacted us directly to advise, but have made sure both are aware of the claim and the need to schedule the service call. We have resent the information to the assigned technician to schedule. We would not provide the customer a full contract refund, in the amount of $1,685.00, after providing service for 10 months. Sincerely,Carl [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 with regard to the hot water tank Sincerely, [redacted]

February 1, 2016 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] TN- [redacted] Dear Ms. [redacted] : We have received the customer’s complaint and are providing the following... response. On December 30, 2015, the customer opened the following Heating claim online: “Covered Item Problem: Heat Pump - Same system used for heating and cooling When did you first notice the problem?: Yesterday Q & A: Q: Has The Heating System Ever Worked Properly For You A: No Q: Have You Used the Air Conditioner A: Yes Q: Did The Air Conditioner Ever Work Sufficiently A: Yes Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Other Q: Have you had maintenance performed on the system A: No Q: How many heating units do you have A: One Q: Please tell us which part of the home is not heating A: Entire house Q: Please tell us how long the unit has been running properly for this season. A: About 1 Month Problem Description: Unit is located outside. The unit is blowing air, but the air is not warm. The air is slightly warmer that the outdoor daytime temperatures, but it cannot maintain any temperature setting I've set thermostat to. I had the thermostat set to 65 all day yesterday and it never reached that temp during the day (highest it got was 64) and at night it fell to 61.” We immediately assigned the work order to a local technician, to diagnose the issue. Per notes provided to us by the customer, she states she e-mailed us on January 11, 2016. On January 12, 2016, the technician called our office with a diagnosis, and cost breakdown. We approved the repair that day. The following day the technician adjusted their costs, and advised of a small non covered cost. On January 14, 2016, we received a second e-mail from the customer, and called her to address the e-mail and get approval for the repair. January 15, 2016, we authorized the technician again, to complete the repair. We are sorry for the delay in the customer’s repair, but we did not get information from the technician for almost two weeks after the claim was filed. When we received the information, we approved the repair the same day, or the following day after they were modified. Sincerely, [redacted] Escalated Special Handling

August 25, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ( [redacted] ) LA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and the technician repaired the system, without authorization (because it was not needed), the day the complaint was filed Sincerely, [redacted] DE Svcs HWA Claims Handling Manager