Home Warranty of America

May 22, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and this issue was resolved with the customer directly on May 19, Sincerely, Carl Hewelt DE Services HWA Claims Handling Manager

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ July 9, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite [redacted] Chicago, IL XXXXX Re: [redacted] : FL-XXXXXXX Dear Ms [redacted] We, as the customer, wish for the Air conditioning issue to be addressedUnfortunately, we need the diagnosis and pricing to address the issue, and that has not yet been provided by the technicianOnce it is, we will gladly move forward with the claim If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX Sincerely, [redacted] Escalated Special Handling Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sent out a new company, the new company only claims it is low on FreonThat is correct and the same answer we got from the previous companyHow were the first company come in with a device and found a leak on the insideThe last company they sent only came in and only looked at the inside and did not check for leaks insideI am tired of the games and need my air-conditioner fixedthis has been an ongoing issue since the 5/28/ Final Business Response / [redacted] (4000, 9, 2015/07/30) */ July 30, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite [redacted] Chicago, IL XXXXX Re: [redacted] : FL-XXXXXXX Dear Ms [redacted] We did not receive the diagnosis and pricing to address the issue, have sent a second opinion and are addressing a coil replacement with the customer If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX Sincerely, [redacted] Escalated Special Handling

June 14, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] KS- [redacted] Dear Ms [redacted] : We have received the customer’s concern, and provide the following response On June 2, 2017, the customer reported that when they first moved into the property, they noticed that the door of the unit drops down to the floor Per our contract, we assigned a technician to diagnose the failure Three days later, the customer reported that the technician came to the home, collected their trade fee, and did not properly repair their unit, alleging that the technician damaged their property They wanted the fee that had been paid, to be waived Per the vendor, they diagnosed the unit, found no mechanical failure with the door, which did not drop to the floor They denied that they received payment from the customer, stating that the customer refused to pay them because ‘they didn’t do anything’ The warranty requires that systems and components be in place and in proper working order, and become inoperative due to wear Per information received, there is no mechanical failure with the dishwasher The customer questions our liability for the technician’s actions We cannot take responsibility for their actions, any more than we can take responsibility for the customer’s actions The customer has requested their contract be cancelled, and we have processed their request Sincerely, [redacted] Office of the President

May 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response On October 7, 2017, the customer opened a warranty with our company On April 24, 2017, the customer reported that their tenant was having an Air Conditioning issue, stating he property was not being cooled Per Contract, we immediately sent a technician to diagnose the unit On April 27, 2017, the technician reported that they found loose connections, and repaired the issue About a week later, the customer reported that the unit was still not working properly, since the vendor came out We sent a second opinion, at no fee due, to diagnose Per the second opinion, the 13-year old [redacted] unit : has +1/4" line installed (factory calls for 3/liquid line) has a bypassed time delay (improper repair) the outdoor unit is not level;(the tenant re-leveled unit himself) sign of refrigerant leak at suction line fitting; amp circuit keeps tripping; run load amps is well below average; with a weak breaker Per Contract 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 Date.” As most of these issues would not occur due to wear, which is required per our contract, we requested the customer’s inspection to confirm the unit was in proper working order Per the inspection, the inspector recommended an evaluation of the unit, to correct a number of issues, including the leveling of the unit by an HVAC professional which was not done As the unit was not in proper working order, we would not address the replacement under contract Sincerely, [redacted] DE Services HWA Claims Handling Manager

June 26, [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 rebuttal, and provide the following response Per contract section VII.I: “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.” We are sorry for the delays and inconvenience, but until we are advised by a licensed technician that the unit cannot be repaired, we will address the repairs the technician advises are needed Sincerely, [redacted] Office of the President

December 19, [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 inquiry, and provide the following explanation Per contract section III.E: “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less.” We are sorry that the technician charged the customer $75.00(which is $less than their $Trade Call Fee), and then reported to us that the actual cost of service was $This is what caused the confusion The customer’s statement from the technician that the $fee was not part of the ‘service fee’ is incorrect This issue was resolved with the customer directly the day this complaint was filed Sincerely, [redacted] Office of the President

May 17, [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 daughter’s complaint, and provide the following response The customer has had three issues with their HVAC system in the course of their contract, which will expire in approximately a week Six days after the contract started, the customer reported a refrigerant leak in their AC unit The technician found a leak in the king valve, and repaired it, recharging the unit with Puron In late September 2016, their outside unit would not come onA technician was assigned, who repaired the unit under their repair limit On February 26, 2017, the customer’s daughter reported that the unit was never repaired in September Per Contract section III.F: “If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of days on parts and days on labor” The technician’s fee could not be waived approximately five months after the reported failure The technician addressed the repair, and a little over two month later, the customer’s daughter called our office demanding a new unit We resent a technician who found that the customer’s zone control board failed, which is excluded from the coverage To address their analogy, every cell phone has a screen and a battery, but not every cell phone has a cellular signal booster Like every AC unit has a condenser and a coil, but not a zone board to control where the cool air goes in the home We are sorry the customer’s daughter is disappointed in our coverage, but we will not replace their HVAC system, over a non-covered failure Sincerely, [redacted] DE Services HWA Claims Handling Manager

July 5, [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 provide the following response The customer has filed claims under their contract They are: [redacted] (which is also [redacted] )- This is a plumbing claim that was filed to address a kitchen sink and master shower clog [redacted] -The customer was reporting a loud roaring noise when the heating unit started up Two days later they called us wanting to have the technician winterize their unit We advised the customer that the warranty addresses mechanical breakdown, not winterization The technician went to property, and diagnosed no failure with the unit [redacted] - On February 4, 2016, the customer reported lights were not working (the customer also wanted the technician to look at a kitchen breaker issue that was fixed before) On February 5, the vendor addressed the customer’s issue On February 24, 2016, the customer advised that one of the lights blew, and would not turn back on We sent the technician back to evaluate, and the technician billed out for the repair [redacted] -On April 25, 2016, the customer filed the following ductwork claim online: “Covered Item Problem: The Ductwork Is Collapsed/Falling Apart Has this item ever worked?: No When did you first notice the problem?: Yesterday Q & A: Q: Please Tell Us Where The Ductwork Is Located That You Are Having An Issue With A: Other Problem Description: Area: In crawlspace Yesterday my dryer quit heating so I removed the vent that collects the lint deposits in the ductwork run off I can see straight into my crawlspace floor there is nothing connecting a run off out the house the lint is just collecting and piling under the crawlspace improperlyI also have noticed a foul odor since I have moved into the property coming from the floor vents I removed over vents and can see a buildup on the ductwork that's been there for years I tried to scrub will not come offI need to have a technician out to get this correctedAlso noticed in the middle of my crawlspace there is some ductwork that has fell and is hanging“ A technician was sent to diagnose the three separate issues that the customer reported on this claim, and found no failure with the ductwork (The technician does not address dryer venting, and neither does the warranty contract Per Contract section VI.Eexcluded: “Venting - Lint screens - Knobs and dials - Damage to clothing - Door seals.”) At that time, per the technician, the customer paid their trade fee with an expired credit card, meaning that the customer did not pay the fee So it would seem that the customer is looking for us to file a new claim for their alarm system, claiming that it is part of an ongoing electrical claim that they started in February, that the technician never resolved The customer never reported an alarm failure, so this would be a new claim We cannot process a new claim, per contract section III.E: “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is lessThe Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visitThe Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or deniedThe Trade Call Fee is due if you fail to be present at a scheduled time, or in the event you cancel a Service call at the time an Authorized Repair Technician is on the way to Your home or at Your homeFailure to pay the Trade Call Fee will result in suspension of coverage until such time as the proper Trade Call Fee is paidAt that time, coverage will be reinstated, but the Coverage Period will not be extended.” Even if the trade fee were paid now, it would only reinstate the customer’s coverage It would not address a problem that was noticed during the suspension Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is (semi)satisfactory to meWhile I agree with the timeline they provided for those dates in question, there were previous emails sent to Ms [redacted] prior to 1/11/that were never addressedOne on 12/and another about a week laterMs [redacted] never responded to any of my emails and she never called meThis is horrible customer serviceI understand that people are very busy and cannot immediately respond to status requests, but hours is an appropriate wait for such status inquiries2+ weeks is not.I do accept their explanation of events from 1/11/forward, however they are leaving out approximately weeks of no communication-- despite multiple requests for suchThose emails were not sent through their online system, but directly to Ms [redacted] via the email provided to me in the original email I received from them.Ultimately, the repair was done and they have lost me as a customerYou may proceed to dig into this matter or you can close it outI really don't care either wayI am satisfied with the repair, but I will never refer anyone to them Sincerely, [redacted]

August 8, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We are sorry that the customer finds our reply not adequate We have spoken to their husband, advised of the correct offer, which was accepted The customer stating that they do not yet have the payment, does not change the fact that the payment is in process, and the issue resolved Sincerely, [redacted] Office of the President

February 6, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] WI- [redacted] Dear Ms [redacted] : We have reviewed the customer’s complaint, and the delivery of the replacement unit was expected the day the complaint was filed Sincerely, [redacted] Escalated Special Handling

Final Consumer Response / [redacted] (2000, 7, 2015/06/12) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: Why was it closed?

August 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : El- [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and per the information received, we have addressed this issue with the customer directly Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because the company have already confirmed their responsibility in this case. Sincerely, [redacted]

January 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have requested the refund, and the customer should have the reimbursement in 4-weeks Sincerely, [redacted] Escalated Special Handling

August 4, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK [redacted] Dear Ms [redacted] : We have received the customer’s complaint and as of yesterday, the unit was available for pickup and installation by the technician Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

February 22, [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 On January 2, 2017, the customer filed the following plumbing claim online: “Covered Item Problem: Water Leak Has this item ever worked?: Yes When did you first notice the problem?: Yesterday Q & A: Q: Please let us know where you are having a water leak or where water is leaking from A: Pipe in the Garage Problem Description: There seems to be a leak somewhere in the storage room of our garageThe walls are not wet but the floor is wetIts a tight spot so I really don't know what it could be.” Per contract, we assigned a technician to investigate the reported failure On January 4, 2017, the technician requested the customer’s permission to remove some damaged sheetrock from the garage utility room, and found improperly installed hose/piping causing the leak Per contract 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” Also, per contract, section VII.G: “HWA is not responsible for consequential or secondary damage.” We requested the customer’s inspection from prior to closing , and per the document, there were multiple signs of leakage/damage to drywall caused by leakage at the garage, storage room and laundry The warranty would not address improperly installed piping, nor would we restore water damaged drywall, that the customer allowed the technician to remove Sincerely, [redacted] Escalated Special Handling

July 21, 2016 [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 have addressed the... issue with them directly. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

May 22, 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 rebuttal and, as we stated, the repair was approved. When additional issues occurred with the repair, we took steps to send the technician back to address. Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because: Our condenser unit that failed was a 3 ton unit. Without any disclosure, HWA had the contractor purchase a 4 ton condenser unit, which obviously would not fit the evaporator coil. If a new 3 ton condenser unit was ordered instead, we would not have incurred the cost of $604, and the evaporator coil would fit perfectly and no additional modification would be necessary. Therefore, because HWA had failed to disclose the truth about the details upfront and had falsely led us to replace A/C units for their negligence in their own work, we concluded that the charge of $604 is unnecessary and we demand the refund of the $604 and they finish the job. Sincerely, [redacted] ***