Home Warranty of America

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

July 7, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : Per our 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 did not approve the customer to replace his entire system, and will not reimburse him for said replacement that he performed outside the warranty We are cancelling his request to renew Sincerely, [redacted] Office of the President

July 26, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We received the customer’s inquiry, and the customer is holding us responsible for a defective part provided by the manufacturer We are sorry that such a part was provided, and have taken steps to get a replacement as quickly as possible Per information provided, the technician is installing the replacement compressor now Sincerely, [redacted] Office of the President

Revdex.com: We have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to us because we are left with no choice by your contract Sincerely, [redacted] & [redacted]

September 13, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NC- [redacted] Dear Ms [redacted] : If the customer’s condensate line is clogged, it is not wear covered under the warranty contract If the customer states they had someone perform maintenance, we cannot dispute their statement All we can say is we do not address their failure Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

October 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Te MO- [redacted] Dear Ms [redacted] : The customer does not deserve a full refund That is abundantly clear, per their contract We are providing one to resolve this issue I have ‘stood up’ twice, and now a third time stating the customer is getting a full refundWe are sending the customer $475.00, per check # Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 3, 2017 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] OH- [redacted] Dear Ms. [redacted] : We have received the customer’s message, and provide the following timeline.... On April 26, 2017, the customer advised our office that the bottom oven of their white Whirlpool electric double oven had never worked properly. Per our contractual agreement, we assigned a technician to diagnose the unit failure. On May 1, 2017, we were advised that the control board for the oven in question had failed, and was no longer available. We requested a copy of their home inspection to confirm the unit was in proper working order when the contract started over a year ago. On May 10, 2017, we received the document, confirmed the unit was working properly, and moved forward with the replacement/cash out offer. On May 11, 2017, we offered the customer a replacement double oven( [redacted] ) or a check for the cost of the unit ($729.00), but he refused to confirm that the unit offered would fit into the space for his double oven. He then contacted the manufacturer, and requested an upgraded unit ( [redacted] ) On May 22, 2017, We advised him of the upgrade cost($201.00), which he paid, and the unit was ordered. On June 7, 2017, the unit was delivered, but was damaged in transit. At this time, the manufacturers delivery service, who was to install the unit, declined to do so in the future (as the unit was damaged in transit.) On June 15, 2017, a second unit was delivered, but it was also refused by the customer, as the unit would not fit in the space allowed in their property for the unit. As the customer accepted our replacement, but refuses to confirm that it (or any other unit )was the correct measurement, we are only offering the cash out for the replacement unit with a refund of their upgrade fee. We are waiting for the acceptance of our offer. 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 Sincerely, [redacted] Jr

August 2, [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 inquiry, and have contacted them, to provide the requested offer We are waiting to hear back from them to resolve the issue Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: Yet again, HWA has shown an utter lack of interest in providing service. I am now over 2 weeks in waiting for any contact with HWA that I have not initiated, and the service provider I called yesterday had no record of HWA ever even contacting them. Thus, even if the contract only requires HWA to contact the service provider, they have entirely failed to do even that. I only receive any service from HWA after establishing a BBB complaint. I believe this is sufficient indication of the level of service HWA is willing to provide its customers. As I mentioned initially, my primary reason for filing these complaints is to establish a formal warning to others that when selecting a home buyers' warranty they should strongly consider alternative providers than HWA. Sincerely, [redacted] ***

December 29, 2016 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] TX- [redacted] Dear Ms. [redacted] : The warranty and technician are not talking about liability from the city, we are talking about liability from the customer, should a surge occur on the ungrounded line that they serviced. 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” We are not responsible for the customer’s additional costs, because his gas was off, and to our knowledge, still is off. If it is not off, we can send the technician back to diagnose the range, if they are not cancelling the contract. If they are, we will prorate their refund per contract. The customer may allege we are stalling, but this is completely untrue. We want to give him the amount for the plumbing repair that has been approved, and if his gas is on, we can address the range. Sincerely, [redacted] Escalated Special Handling

we do not Agee and should be refunded do to your representative failure to promperly labeling our claim as an emergency and allowing us to get a vendor to repair and fix the issue. Since all caps are recorded I would like to receive a transcript of the initial call detailing the error on the HWA representative part. Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

From: [redacted] , Carl [mailto:c [redacted] @hwahomewarranty.com] Sent: Friday, October 30, 2015 3:53 PM To: Esther [redacted] <e [redacted] @chicago.bbb.org> Subject: 94573070 (esther-your site is still down, preventing me from posting the below response before the due date-here it is) October 29, 2015 Esther [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94573070: Smith AZ-105308 Dear Ms. [redacted] : We received the customer’s rebuttal, and are providing the following response. After speaking with the technician and the customer, and learning of a disagreement between them, we offered the customer two options to address the dishwasher issue: • the option of a cash out to repair/purchase a new unit • assigning a different technician to diagnose/repair the existing unit. The customer desires the unit to be repaired, or replaced if necessary, so we have assigned a new technician that works om [redacted] dishwashers. They have provided the diagnosis, are ordering the motor to repair the unit, and we have approved the repair. Sincerely, Carl [redacted] Escalated Special Handling

September 15, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OH- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response The customer noticed the plumbing backup in his basement the day he moved in We assigned a technician, but neither the customer or technician contacted us in reference to the issue The non ducted Air conditioning unit is excluded from our contract We have, as a courtesy, refunded the customer’s trade fees paid, and have cancelled the coverage, at his request, and per Contract He is not entitled to, nor is he receiving a full refund, which was processed yesterday Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

Complaint: I am rejecting this response because AHW has not said that the claim I called to make will be acceptedIn addition, they never sent me an outstanding bill, but did take payment for a higher policyHow is this acceptable business practice? In addition, I didn't pay the remainder of the policy Sincerely, Roberto [redacted]

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] -***

November 13, [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL [redacted] [redacted] [redacted] Dear [redacted] We have received the customer’s rebuttal, and are providing the following responseThe customer accuses me of making statements in his rebuttal, but does not support that accusation in any wayPer my initial response:“On March 24, 2014, the customer purchased our Contract online When the Contract was purchased, the Contract was marked to automatically renew.”I do not address who marked the contract to renew, or accuse the customer of doing so, I only state that it was I know this because the contract renewedI apologize if there was some delay in his refund, if there indeed was, but that does not mean the customer would receive a refund of his prior contract, in reference to said supposed delay.As to his second point, this is the exact statement that was made by the customer in his online claim:“Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Two days ago 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: Other 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: No Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Other Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Water has begun flowing from the secondary drain pipeIt has never done this since I bought the house two years agoWater is dripping from the primary drip pan pipe, but is also flowing from the secondary drip pan pipeThere is either a hole in the primary pan or the drain is partially clogged on the primary pan for it to have water running out of the secondary drain pipeThe air conditioner is working fine otherwiseThis needs to be fixed ASAP, please.”The customer suggests two possibilities as to the water leaking from his system We sent a technician as our agreement directs us to, and the technician found the problem The customer, in hindsight, is saying we should have called him after he filed his claim online, and advised him that the claim was not covered However, if the issue had been a leaking pan, it would have been eligible, and the customer could adjust his complaint to how we have evaded addressing his claim We feel it is better to diagnose the claim that the customer has filed, than advise them the issue is not covered without knowing what it isThus, I have made no statements in reference to these issues, and our former customer is trying to create an issue from nothing, to justify a reimbursement that he is not entitled to, and that we are not offeringSincerely, [redacted] Escalated Special Handling

September 13, Lucille [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 addressed the issue with the technician They will contact the customer to complete the repair Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

July 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK- [redacted] Dear Ms [redacted] : We are still in communication with the customer, but it seemed she was not interested in the technician we provided completing the repair As it appears this is not the case, we are contacting the technician, to confirm when they will finish the installation Sincerely, [redacted] Office of the President

July 22, 2016 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] GA- [redacted] Dear Ms. [redacted] : The customer is not looking for a response here. He has spoken to a supervisor, which is what has given his single eligible claim ‘traction’. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager