Home Warranty of America

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

June 9, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] VA- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal, and addressed the issue with them directly on June 6, We apologize for any inconvenience suffered by the customer Sincerely, [redacted] DE Services HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: I regret that the company offers incorrect advice on phone and then later say "The customer is in possession of a contract that has been provided to them, and can review it at any time." Sincerely, [redacted] ***

July 28, [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 have contacted them directly with a microwave replacement option, to expedite the resolution of this issue Sincerely, [redacted] Office of the President

January 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: : [redacted] IN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response The customer opened a warranty with us in March, The customer has filed three claims under contract, and all of them in last month, approximately They are: On December 20, 2016, the customer opened a sump pump claim, reporting a noise in their basement, that they first noticed in November Per contract, a technician was assigned, but we received no update from the customer or technician, until January 25, 2017, when we waived the fee for the service call, at the customer’s request On December 22, 2016, the customer opened a heating claim, with a noise coming from the furnace from months ago Per contract, a technician was assigned, who found no failures with the furnace, and stated “suspect sewage lift pump hidden in walls in basement.” On January 21, 2017, the customer opened a plumbing claim, speaking of a sewage smell, from a month prior At this time, the customer insisted the fee be waived, claiming these issues were all related to the initial problem A technician was sent, and found a functional (but noisy) valve, and a drain that the customer capped off that morning The customer disagrees with the technician’s diagnosis, and rather than allow us to send a second opinion, is demanding to get his own technician and be reimbursed for whatever repair they deem necessary (we have declined this option, but the customer insists that we will pay for the repair, covered or not-covered.) So, the customer is demanding that we repair the issue(we have explained why the reported failure is not covered, and offered a second opinion), he wants further trade fees refunded (this has been addressed), and he wants a contract refund (The cancellation policy is explained in section VIII.E of the contract) Sincerely, [redacted] Escalated Special Handling

September 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : The customer’s reimbursement was processed on August 29, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] KY- [redacted] Dear Ms [redacted] : On July 24, 2016, the customer opened an Air conditioning claim Per our contractual agreement, we immediately assigned a technician to diagnose the failure On July 26, 2016, the customer called and stated that the technician did not address the issue and wanted a second opinion We had no diagnosis from the technician, but as a courtesy, sent a second opinion On July 27, 2016, the customer called our office stating that the second opinion wanted them to pay over $3,to replace the system, and have us reimburse As this is not proper warranty procedure, we sent another technician to provide a proper diagnosis, at no cost to the customer On July 29, 2016, the technician diagnosed the issue On July 30, 2016, we received the replacement information from the technician On July 31, 2016, we called the customer with the breakdown of the non-covered costs The customer declined to pay their portion, so the only option was a cashout on our cost of the replacement (referenced in contract section VII.O) On August 2, 2016, the customer advised they had already replaced their system, and accepted the cashout amount So, the issue is resolved, and we decline the customer’s demand that we pay half of their retail coil replacement cost ($1,400.00) Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ June 30, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : MI-XXXXXXX Dear Ms [redacted] We received the customer's complaint and would like to respond accordinglyOn June 15, 2015, Direct Energy offered the customer a "trial' twelve month protection plan contract at no cost to the customerShe has paid nothing for the offer, and has requested to cancel it, which we will process If you should have any questions or concerns I can be reached at XXX-XXX-XXXX Sincerely, [redacted] Escalated Special Handling

May 30, 2017 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] TX- [redacted] Dear Ms. [redacted] : We have received the customer’s complaint, and the above referenced contract has... been cancelled. Their refund has been returned to the account in question. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

February 12, 2016 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : Moore TX- [redacted] Dear Ms. [redacted] : We have received the customer’s... complaint and are providing the following response. The day the customer filed this complaint, we had requested information from them in reference to their microwave replacement. It has since been provided by them, and we have contacted them with a replacement offer. Their dishwasher was repaired, and they are requesting the unit be re-evaluated. Sincerely, [redacted] Escalated Special Handling

November 20, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NC- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and contacted the customer directly to resolve the issue Sincerely, [redacted] Office of the President

January 25, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OH- Dear Ms [redacted] : We have received the customer’s inquiry and contacted them directly to address the issueWe apologize for any miscommunication, and are providing an $1,reimbursement for the water heater replacement, less trade fee Sincerely, Carl [redacted] Office of the President

July 6, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MS- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and have received the specifics of the replacement from the technician The customer has been contacted in reference to the issue moving forward Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: [redacted] diagnosed the problem as being a faulty dryer heating element and replaced the element The dryer shuts off when running for about minutes I have captured a video of the faulty dryer to preserve as evidence [redacted] responded today that he notified HWA that the dryer was still not drying properly and that HWA were not dispatching any more technicians.Due to the length of time and many attempts, I have ordered a new dryer I am sending a certified letter in good faith for HWA as a last measure to resolve this issue, pursuant to filing suit in Harris County Precinct 4, per Section VIIIAof the contract Relief requested is to refund the $service fee, the $service fee that I was charged by a sales rep "to get a energy efficient dryer in case I needed a new one", and $to cover the cost of the new dryer that I placed on order from ***.My wife is weeks pregnant and cannot do laundry Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The issue IS NOT RESOLVED, the only thing that has occurred is an appointment with the technician.I will be happy to close the case WHEN THE REPAIRS ARE COMPLETED. Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Bottom line is that more than just the prior vendor stated the compressor needed replacement. Prior vendors left work order sheets behind and none stated the coil was the primary issue. The compressor replacement was approved and the $610 was for non-covered expenses (e.g. refrigerant, [redacted] components/upgrades, the correct coil for the [redacted] upgrade). The current vendor didn't even turn the compressor on during his inspection so there is no validation of whether it is working or not. But according to the vendor and HWA reps, replacing the compressor unit would be at 100% out-of-pocket for us (as opposed to just paying the portion of non-covered charges as previously approved).We have been long-time HWA customers and have always appreciated their service. Imagine the frustration now of having a claim open for nearly 11 months and having to go through five different vendors for reasons that were never explained to us. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: if january and febuary were processed as said why have they not been receive in my account! Not to mention what was marchs deduction for if the account was closed? WORDS are cheap refunds are when the money shows as a refund in my checking account Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Although a customer service repcontacted me regarding the refrigerator claim, she explained ot me that HWA could no longer source a certified sub zero service company to repair my unit, that I would have to do that on my own, then have another evaluation done (my third one so far) and have that service provider call into HWA to obtain approval by HWA to repair my refrigeratorSo, I did find one provider (took me minutes on-line) and made those arrangementsAll HWA did was shift the responsibility to me to find a provider, and arrange all of the logistics to get this unit fixed, despite HWA having sent two of their own certified providers? Who runs a business like this? I have made those arrangements and will work the process, but I will not consider the claim resolved until the refrigerator is repaired and paid for under my HWA homeowners warranty Additionally, I inquired about my open claim on my microwave oven, which claim was processed the same day as my refrigerator claim (July 5, 2016) which is supposedly in the hands of the "options" department for final determination on resolution? It's a microwave, it's broken, two technicians confirmed it - really, what else is needed? Sincerely, Richard [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ July 2, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: 94557922: Delacerda: TX- Dear Ms [redacted] : We have reviewed the customer's request, received the diagnosis and costs from the technician, and approved the repair as of June 25, If you should have any questions or concerns, I can be reached at extension [redacted] Sincerely, Carl [redacted] Escalated Special Handling

March 15, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] VA- [redacted] Dear Ms [redacted] : In the customer’s original response, he stated: “After he was gone it started happening again so I called the local repair person I explain the situation that it still does same thinh and he adviced me that call hwa and there will no charge because its a same issueHe came after days when my heating working fine.” We cannot state what happened between the customer and the technicianWe can state factually that the customer spoke to our office on February 15, 2016, to file a recall to send the technician back At that time, per a review of the call, he was advised that the trade call fee would be pending, requiring that the current failure was the same as the initial failure This would mean that that there would not be any charge if this was the same problem The customer insisted it was the same failure at that timeWhen the technician stated there was no failure at the time of second service, it was not the same failure as the initial service, and a second fee would be dueSo, based on the customer’s statement: “I was told frim both contractor and hwa that there wont be any charge as this is a same problem” The customer is assuming the problem would be the same, as they did on the phone call with our office We did not say the failures were the same when the recall was filed, because we would not know until we received the diagnosis In this case, the customer has removed the word ‘if’, and changed it to ‘as’, in order to dispute the feeThe fee is due, because their was no mechanical failure at the time of the second serviceAgain, we are sorry if this is an intermittent problem, but the unit would need to become inoperative for us to address the issue under Contract Sincerely, [redacted] Escalated Special Handling