Home Warranty of America

Complaint: [redacted] I am rejecting this response because: you only canceled my policy YESTERDAY 7/25/ I received an email back regarding my canceled account The only person who is takes pride in their job at HWA is [redacted] You should hire more like her She's the best thing you have there Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] And/or [redacted] ***when we purchased the extended planI specifically asked the question in regards to if there would be anything excluded I was told there would be no exclusionThe conversation was recordedPlease pull the recording

Complaint: [redacted] I am rejecting this response because: I had to pay $after I asked them not to renewI should not be responsible for paying my bank when I asked them not to take the money and it took so long for them to refund Sincerely, [redacted]

November 20, 2015Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] : Sharpe TX-1033931Dear Ms [redacted] :We have received the customer’s complaint and provide the following responsePer the washer claim, it would seem that the customer is under the impression that we are hand writing a check and sending it to her to address the cash out option on her washer She accuses us of being wicked and spiteful This is not the case Like any business, it takes time to process a refund to a customer We have explained how long the process will take, and are currently processing her payment.As to her dryer, she accuses the initial technician of damaging her unit We offered her the technician’s insurance information, in order to file a claim for a scratched and supposed drill holes on the inside door , or as a courtesy, offered her $(this is beyond the repair by a second technician which was approved) to address the damage, which she accepted Please note, per the first technician, there was no drilling The holes were already there to change the door swing as a temporary fix, which he was not allowed to complete , and just needed to be resealed.To be clear, over the course of the customer’s claims she has:Requested the initial vendor be reassigned two hours after the claim was assigned, because they did not pick up the phone when she called and she did not like how they sounded on their answering machine.Complained about the first vendor’s service, and cancelled it mid repair.Demanded a new dryer, claiming that the holes that were supposedly drilled would allow hot air to escape.Threatened to cancel her coverage, as well as report this issue to the Attorney General, Revdex.com and others, claiming the technician was racially biased.Disconnected calls, and been profane with the representatives that were attempting to help her.We have provided the customer options in reference to her washer and dryer, which she has acceptedThere is nothing further to do in reference to this issueSincerely,Carl [redacted] Escalated Special Handling

January 5, 2018 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] NC- [redacted] Dear Ms. [redacted] : We are sorry that the customer does not accept our response. Undated, non-specific minimal responses from the inspector and a technician, does not address the numerous stated failures with the systems and components in the customer’s inspection of their newly purchased home. This is why we requested additional specific information as to the performed inspections/repairs, which was not received, Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:while the repair was addressed on 8/19, it should be noted that the work which was done may or may not resolve the issue This was reported by the manufacturer and by me to Home Warranty of America The problem may recur due to the fact that the flushing which was done may be a temporary fix The turbine of the tankless water heater may need replacing I reported this to HWA Further, they did not address the issues of the multitude of phone calls back and forth and the lengthy delay in getting the loss of hot water fixed It took days and a multitude of phone calls with wait times of up to minutes at a time to get to this temporary resolve Their customer (lack of) service is atrocious! Sincerely, [redacted] ***

November 11, 2015Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] TX- [redacted] Dear Ms [redacted] :We have received the customer’s complaint and our providing the following response.On September 16, 2015, the customer opened a Warranty Contract with our companyIt would appear that in early October, the customer experienced some type of plumbing issue On November 6, the customer called our office to report a blockage and a leak in their sewer mainRather than call us at the time the issue was noticed, the customer hired someone outside the warranty who addressed the blockage, and acquired quotes to address the leak.Per our Contract, 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.”B: “HWA will dispatch Service Requests to an Authorized Repair Technician within hoursIf you should request HWA to perform non-emergency Service outside of business hours, you will be responsible for any additional fees and/or overtime charges.”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).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.”So, per our contractual agreement with the customer, they did not call us to report the problem until a month after the clog was clearedWe were not given the ability to send a technician to address the customers plumbing issue, so we would not reimburse them for the service performed without our prior approval.We offered to file a claim to send a technician to diagnose the failure with the main line, and the customer advised that he would contact us to send someone out if he wished The customer also advised he would file complaints of this nature unless we ‘helped him out’ with the issue I am sorry that we cannot, but we have technicians that work with us directly in reference to repairs, and the Contract gives us the sole and absolute right to select the Technician.We decline the customer’s $7,demand Sincerely,Carl [redacted] Escalated Special Handling

May 20, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite *** Chicago, IL Re: [redacted] : Morse TN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and are providing the following responseOn March 8, 2016, the customer closed on the purchase of their new property At this time, they did not have a contract with our companySix weeks later, their agent called and ordered our basic coverage, at the customer’s requestThe following day, the customer called our office, paid for the contract($570.00), and was looking for service on their AC systemThe purpose of our home warranty contract is explained in section I.Aof our contract It states: “During the Coverage Period, HWA’s™ sole responsibility will be to arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.” The term ‘Covered Systems and Components’ is defined, per section I.B.7, as : “ 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 break downs due to insufficient maintenance if at the time the issue or break down was unknown.” We would not address the maintenance of the system, but we offered the customer a referral to one of our local techniciansOn April 27, 2016, the customer called, with the maintenance technician on site, reporting that the unit needed to be repaired to run, and even with that the unit had been damaged due to long term misuse (It was covered in dog urine, which would not be a wear failure and not covered under our contract)We are sorry that the customer has run into this problem in their new home We will gladly provide the customer a refund of their $contract payment, upon receipt of their written request to cancel the contractSincerely, [redacted] DE Svcs HWA Claims Handling Manager

April 3, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ND- [redacted] Dear Ms [redacted] : We received the customer’s inquiry, and have contacted them directly to address the issue Their resolution is in process, and we apologize for any unnecessary delays in the handling of this claim Sincerely, Carl [redacted] Office of the President

July 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AZ- [redacted] Dear Ms [redacted] : We have not lied to the Revdex.com, nor have we lied to the customer The repair is complete Sincerely, [redacted] Office of the President

September 25, [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 inquiry, and have no information on why the customer feels we are trying to stall his claim We received the breakdown on his repair on the day this complaint was filed, and we have already confirmed the repair with him directly Sincerely, [redacted] Office of the President

July 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : Per information received by our office, the installation of the customer’s new compressor was scheduled for today We will not upgrade the customer’s contract at no cost based on this issue Sincerely, [redacted] Office of the President

August 5, 2016 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] NC- [redacted] Dear Ms. [redacted] : We are not accusing the customer of lying, we are simply stating that the warranty requires a unit to be in proper working order, and per the customer’s statement the unit never worked properly. We will not repair/replace a system/component in a customer’s home, that never worked properly under the contract. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 26, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] Dear Ms [redacted] : We have received the customer's complaint, and provide the following response On September 22, 2015, The customer filed a claim under their Garage Door System coverage, advising that the door was not closingPer our Contractual agreement, we assigned a technician to diagnose the issue On September 24, 2015, we received their diagnosis electronicallyIt stated, " Customer need a new garage doorAll panels have metal that is splittingI showed [redacted] where the damage was and that is not fixableLeft pricing to replace the garage doorCollected a trade call fee of $and told [redacted] that I would apply the $towards the replacement door." Per our contract, Section IV.I, under excluded items, the first item listed is 'Garage Door" The customer called us, and we advised them that the failure was with the excluded doorWe offered a second opinion with the fee pending, but the customer declined, wanting to pay no additional fee, whether the second opinion agreed with the first or notThey spoke with a supervisor, and then wanted a second, who left them a message the following day Two weeks later, the customer called back, after replacing his door and his opener outside the warranty, and wanted to send documentation for reimbursementWe have offered to review his documentation, but have not guaranteed any reimbursement , as 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." We did not approve a technician to replace the customer's openerWe do not provide coverage for the customer's garage door So, we decline the customer's desired resolution, and are waiting for the documentation they stated they would provide for review Sincerely, [redacted] Escalated Special Handling [redacted] Contract.pdf)

July 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have confirmed with the technician, and the issue seems to be addressed as of July 12, Sincerely, [redacted] Office of the President

September 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 inquiry, and the replacement was approved the afternoon the complaint was filed Sincerely, [redacted] Office of the President

November 25, 2015Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] : [redacted] TX-1033931Dear Ms [redacted] :We have received the customer’s rebuttal and provide the following responseWe are sorry the customer feels that our response is not accurate I have presented the issue per the information provided to us by her and the technicians, and it is as it occurred.The fact that she has gone through my entire response attempting to refute every aspect of the information provided to us and that we provided does not alter our initial statement:”We have provided the customer options in reference to her washer and dryer, which she has accepted There is nothing further to do in reference to this issue“Sincerely,Carl [redacted] Escalated Special Handling

October 4, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NV- [redacted] Dear Ms [redacted] : The customer did not request to [redacted] the direct to consumer contract they purchased, on September 6, They did so when they called our office on October 4, 2017, the day the second payment was requested from their account, as previously arranged Their [redacted] lation is in process, per their October request Since***, [redacted] Office of the President

December 5, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : The customer is stating that: · because they purchased our Warranty contract, · because we ordered a replacement dishwasher from a dishwasher manufacturer, · because the dishwasher manufacturer hired a technician to install their unit, · because the technician damaged their property with water from the installation Home Warranty of America is responsible for the damage caused We are sorry for this situation, but this is not the case, and we are not contractually responsible for the damage supposedly caused by a third party in the course of attempting to install a replacement dishwasher Sincerely, [redacted] Office of the President

August 17, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Detillion KY- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and have addressed the issue with them directly Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager