Home Warranty of America

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that [redacted] from HWA has worked with me on this complaint and we have resolved the matter and will consider it closed Sincerely, [redacted]

July 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AZ- [redacted] Dear Ms [redacted] : We have received the customer’s message, and have approved the replacement Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: I have sent in EVERY piece of documentation HWA has asked forThe handwritten letter from [redacted] Electric is because I was informed that they do not keep electronic records and this was all they could provide for meI was asked to show where the items had been reinspected, so I sent that in from [redacted] Construction as wellEverything was repaired/serviced as I asked and the items passed re- inspection by [redacted] Construction before closingThe entire point of the seller purchasing this home warranty was to offer me and my children a piece of mindThis i's definitely not what I expected from a company claiming to do just that Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I still haven't received a phone call explaining anything Being a real estate agent, I will be sure that no one in our office ever uses or refers your company again This company is such a scam I have read through the contract and see no place that it is stated that grout or sealing is excluded, no place that states the pan is excluded from coverage Sincerely, [redacted]

September 25, [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 have contacted them, to discuss the resolution of their three claims (Range, Microwave, Water heater) As we are addressing these issues with the customer, we will not be providing a refund of the contract cost Sincerely, [redacted] Office of the President

February 19, [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 complaint and are providing the following responseOn October 22, 2015, the customer noticed severe water dama [redacted] to their kitchen A claim was filed to address their plumbingThe following day, the plumber traced the problem to their dishwasher A new claim was filed, with no fee due, to address the eligible dishwasherOn October 24, 2015, it was determined that the 20+ year old unit had a cracked pump and motor The part was no longer available, so we approved the unit to be replacedOn October 25, 2015, we determined the replacement offer: · ‘ [redacted] DISHWASHER M# [redacted] · or a cash out of our cost on the unit in the amount of $We advised the customer of the offer the following dayOn October 28, 2015, the customer requested information on an upgrade of the unit We determined the upgrade cost, and advised the customer He declined the upgrade, and accepted the offered replacement unitThe unit was ordered on October 29, 2015, and was expected to be delivered between November and November 10, The customer was upset by this fact, but as he had issues with the restoration of his kitchen cabinets and floors, this was not an issueIn January, the customer contacted us in reference to the installation of the unit, which could not have been done, due to the delays in replacement of his cabinets and floorsWe offered our cost on the installation of the unitOn February 16, the customer called and advised he could not find someone to install the unit, so we assigned a technicianHe then called back stating that the unit we offered, he approved, and we provided was not to his liking (He stated it was too small.) We offered to take it back, and send him a check, less the restocking fees (that he was informed of when he accepted the unit), His response was a legal threat We have provided the customer a replacement dishwasher, as well as a technician to install it, and he approved the replacement providedSincerely, [redacted] Escalated Special Handling

December 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] WA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response It would seem that the customer is altering the situation, to demand a new refrigerator and compensation, while falsely claiming that, as a company, we do not care about ‘kids’ The situation as it stands is that a technician advised that they could address the repair of the customer’s Samsung refrigerator, we provided the parts that they requested, the customer received the parts, and then the technician declined to address the repair until the new year This happened the day the customer filed this complaint We have since arranged a second technician who has diagnosed the unit and will be coming back to perform a repair this week We will not provide the customer a new unit, or compensation, due to a situation beyond our control (the technician delaying the repair) Sincerely, [redacted] Escalated Special Handling

June 22, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- Dear Ms [redacted] : We have received the customer’s complaint, and a supervisor has addressed his concerns directly as of June 15, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 12, [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] :We have received the customer’s complaintWe spoke to them on November 9, 2015, and are providing them a unit that matches their current system The customer has approved the replacementSincerely,***l [redacted] Escalated Special Handling

December 8, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MN- [redacted] Dear Ms [redacted] : We have made our points in the prior response, and the customer’s public legal threats will not change the fact that these problems were not only related to a prior improper repair, but would have been detectable during the referenced ‘tune up’ The customer is free to take any further steps deemed necessary, and we will respond as needed Sincerely, [redacted] Escalated Special Handling

June 19, [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 complaint, and spoke to them on June 15, 2017, providing them the specifics of the cash out offer To explain with specifics, the customer has a confirmed mechanical failure in their evaporator coil The warranty is looking to address the failure, but per government requirement, the condenser must be upgraded to match the new coil We have offered the customer the replacement of the coil, but he has not approved the required replacement condenser costsWe have also offered our cost on the replacement coil We are waiting for the customer’s response Sincerely, [redacted] Office of the President

November 22, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OH- [redacted] Dear Ms [redacted] : As we stated, we wish to resolve this issue as much as the customer, and will contact them with an update as soon as possible Per contract section 3.A: “To be covered, notice must be given to HWA prior to expiration of this Contract.” The customer has advised us of the issue, so their speculation that we are trying to ‘drag this out’ to the end of his contract, is completely unfounded Sincerely, [redacted] Escalated Special Handling

October 20, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We received the customer’s complaint and this issue was resolved with the customer prior to the complaint being received Sincerely, [redacted] Claims Special Handling

October 13, 2016 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] IL- [redacted] Dear Ms. [redacted] : We have received the customer’s complaint, and are addressing the... issue with them directly. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 19, [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 been advised that the part was delivered to the technician today, and should be installed as soon as the customer/technician schedule the installation Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 4, [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 we have not received any e-mails from the customer to request cancellation We have put their request in process, per their complaint, and requested copies of her e-mails from her directly (A message was left this morning.) Per their settlement request, the customer’s payment had been withdrawn monthly on the 24th or 25th of the month So, they would not be entitled to their June payment, as if the cancellation e-mail was sent on June 29, 2017, it was sent five days after the payment was processed Upon receipt of their e-mails, we can determine if the July payment is refundable Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: The truth of the matter is that the all vendors that I tried to get to work on the A/C stated they had problems collecting payment from the company took them three months to get paid I finally did find a vendor that would do the work since the home warranty could not find someoneThe AC was actually supposed to be replaced today , but the new AC that was installed did not work either so still waiting on repair My biggest complaint is that the repair was not done in a timely manner Sincerely, [redacted]

September 12, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AL- [redacted] Dear Ms [redacted] : Our responses to the Revdex.com are the factual breakdown of the events of the claim, to address the customer’s complaint The ‘malarkey’ in this case was the customer’s legal threat, and now their multiple Revdex.com complaints We apologize that one of the customer’s threatening letters was received by our cancellation department As it was demanding a full contract refund, it was taken as a request to cancel When we were advised that this was not the customer’s intent, we accepted their claim, and replaced their water heater Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

September 9, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] LA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and have received the diagnosis, to address the issues that are eligible under contractThe customer was called yesterday with an update 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] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and are providing the following response On September 11, 2016, the customer opened a month warranty contractThe contract requires per Section I.A.2: “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 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 unknownComponents shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start DateAttached garages, detached garages, exterior pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.” On the morning of June 23, 2016, the customer filed the following claim online: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: Yes Q: Please tell us how the heat worked for you A: No Problems Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Everything is on and running but we are getting very little cooling Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: Two 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: Never Problem Description: I have two units which need to be looked at to identify where the problem exists I have never really been satisfied with the output over the last week while they have been running This was the first time I have used them after purchasing the home the end of last year Yesterday the A/C seemed to have dropped in output of overall air It's too hard to tell if the limited airflow is even cool or not The wall unit turns on from what I can tell but no matter A/C or Fan I am getting limited airflow I checked the outside units and both seems to be working.” We assigned a technician, per our contractual agreement, On June 23, 2016, the customer cancelled the claim, and reopened it four days later On June 30, 2016, the technician reported electronically that the upstairs unit was pounds low on refrigerant, which the technician recharged On July 13, 2016, the customer reopened the claim, stating it was again not coolingWe resent the technician to investigate On July 15, 2016, the technician found the unit empty of refrigerant On July 19, 2016, we were advised that the unit was empty of refrigerant and we approved a leak test On July 20, 2016, the leak test was done On July 22, 2016, we were advised that the year old unit was leaking from the evaporator coil As the customer advised us that the unit had never cooled properly, we requested a copy of the customer’s home inspection to confirm “no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.“ Per the inspection, the units were not tested Had this been done, the failure with the unit would have been detectable Thus, we decline to reimburse the customer for his HVAC system, that was not in proper working order Sincerely, [redacted] DE Svcs HWA Claims Handling Manager