Home Warranty of America

December 8, 2015Lucille [redacted] Dispute Resolution SpecialistRevDex.com330 North Wabash, Suite 2006 Chicago, IL 60611Re: [redacted] AZ-2140185Dear Ms. [redacted] :We have received the customer’s rebuttal and provide the following response.A Samsung expert is not needed to be able to tell that the dampers in a washing machine would not wear out and fail, with no prior indication, within a single weeks use. The warranty would not address a unit that was not in proper working order on the effective date of the contract.We are providing reimbursement to the customer for their costs of the diagnosis, and that is all we are doing for the issue. Sincerely,Carl [redacted] Escalated Special Handling

July 25, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] VA- [redacted] Dear Ms [redacted] : We received the customer’s inquiry, and per information provided by the technician, the needed repair was completed last Friday Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:HWA states that "The warranty will not provide the customer a replacement, or pay for a replacement without a diagnosis that supports that result."What is a valid diagnosis? Will we ever get an honest opinion from their service company? Doesn't the fact that neither of the two vendors they sent to make the repair were able to fully repair the appliance after several attempts not constitute failure? I beg to differ Sincerely, [redacted]

August 4, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : It would seem that the customer is again making repeated reference to his personal losses, and damages, which he is well aware we are not responsible for We are not providing the customer a blanket approval to have this issue addressed by a third party, when the technician has the unit to complete his repair today Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 3, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ID- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and per our information, the replacement was performed the day the inquiry was received Sincerely, [redacted] Office of the President

July 21, 2016 [redacted] Dispute Resolution Specialist RevDex.com 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: [redacted] : [redacted] GA- [redacted] Dear Ms. [redacted] : We have received the customer’s complaint, and a supervisor... contacted them directly, explaining our position on July 19, 2016. Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 26, [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 complaint, which was resolved with the customer the day after the complaint was filed Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:I corresponded with the company on 10/and 10/and provided them with all required informationI was told that they would review my claim and get back to meI have not been contacted by the company since Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The water heater installed on 10/01/by a technician contracted with HWATo my knowledge, at that time, the HWA technician did not test water pressure, mention water pressure or make any recommendations to address water pressureAdditionally, there is nothing in the water heater warranty installed on 10/01/that addresses water pressureThis water heater had a warranty for years (to 10/01/2015) and failed on 10/10/It was well past the 6-year mark; the water heater lasted more than a full year past the warranty dateAccording to the Internet: "Electric water heaters generally last to years, while gas water heaters may have a slightly shorter lifespan of to years." Water pressure did not affect or shorten the lifespan of the water heaterClearly, the water heater failed due to wear and tear and HWA should provide the cost for the replacement as I have requestedSuspiciously, no HWA customer service rep indicated that the failed water heater would not be covered under the contract, until a supervisor contacted me a FULL DAYS AFTER THE DIAGNOSIS (DAYS AFTER MY CLAIM)However, the day after the technician made his diagnosis (on 10/12/16), we received a call from HWA indicating all the "non-covered items" we would be responsible for at a cost of $AND THE WATER HEATER ITSELF WAS NOT AMONG THOSE NON-COVERED ITEMSWas the "excessive water pressure to the home" a diagnosis concocted by HWA in the week that followed? Was the diagnosis encouraged or thrust upon the technician by HWA? Did HWA ask the technician to attempt to provide a reason so HWA could avoid coverage under the contract? This is totally unacceptable customer service and breach of contractHWA should provide the cost for the replacement as I have requestedFurther adding question to the HWA claim that the technician represented "water heater was leaking internally, due to excessive water pressure to the home" the technician who diagnosed the water heater gave us a different diagnosis to us in writing: "Water heater leaksNeeds replacement." The water heater was leaking externally into the drainpan precisely designed for that purpose, and leaking exactly where the failed water heater in leakedAccording to the Internet: "Water heaters are designed to withstand pressures of up to psi"Water pressure is not addressed - in the water heater warranty or in the new water heater warranty installed by our plumberWhile the technician may have recommended to HWA that other "non-covered" items could be added at an "out-of-pocket cost" of $to us (including a pressure regulator, a gas line, a T&P drain line, and an expansion tank), these items are not required by CA code, no other close neighbors in the area have these items in addition to their water heaters, and our plumber who replaced the water heater for us on 10/12/indicated there was no need for these additional itemsThis definitely casts doubt on the "non-covered items" recommended and on the technician's ability to provide the REASON for the failure of the water heaterAccording to the Internet, if there is "excessive water pressure" then there would be irregular water pressure from faucets throughout the home and other valves and pipes throughout the home may leak (including valves on the water heater, which did not occur)Again, the water heater was past the warranty period, and no such problems indicating "excessive water pressure" are evident or have occurred at our home in the years we have lived hereTherefore, it may be the technician contracts with HWA to have opportunity (such as this one) to recommend additional plumbing work/items in order to make a greater profit off the customerThis is offensive to the customerHWA should provide the cost for the replacement as I have requestedI have spoken with two technicians ( [redacted] and ***) at the the water company that provides water to our neighborhood and homeI specifically asked about water pressureAccording to them, optimal and average pressure in our area is to psi and is not excessive water pressureAdditionally: "PSI and a back flow would not affect your water heater performance and longevity"According to them, the technician who contracted with HWA absolutely could not predict any "excessive water pressure to the home" would CAUSE the failure of the water heater, particularly to a water heater that is past the warranty periodNeither water technician at the water company had even heard of the "expander tank" installation, one of the "non-covered items" recommended by the technicianHWA should provide the cost for the replacement as I have requestedHWA simply has found a way to deny this claim in a very unfair, inequitable manner (and perhaps fraudulent manner)There is no way the HWA technician could make a prediction about the failure of the water heater, particularly a failure that has occurred past the warranty periodThis water heater lasted more than years, which is well beyond the warranty periodWe believe HWA's representations in this regard are doubtful, and may be concocted or solicited from the HWA technicianHWA simply wants to worm out of the contract that we have had years in a row (and in some years, we have not had any claims at all)HWA should provide the cost for the replacement as I have requested Sincerely, [redacted]

June 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO- *** Dear Ms***: We have received the customer’s complaint, and provide the
following response. On Friday June 16, 2017, at 12:PM, we noted on our system that the customer sent us an e-mail wanting to file an AC claim. We called the customer to file the claim, and left a message At 3:PM on the same day, the customer called back and opened an Air conditioning claim, stating that on Wednesday, June 14, 2017, they noticed their AC system not cooling. We immediately assigned a technician to diagnose the system Per contract section III.B: “HWA will dispatch Service Requests to an Authorized Repair Technician within hours.” The following afternoon(Saturday), the customer advised they had not heard from the technician. We called the technician, leaving a message for them to contact the customer, and again provided the contact information to the customer, so they could reach the technician directly (This is also when the customer submitted their Revdex.com complaint, stating that they called in the claim the day before they actually did, and that Saturday, the technician advised them that they would be serviced on June 19, 2017.) On Monday June 19, 2017, the customer advised us that they had not heard from the technician. As a courtesy, we offered them the option to get their own technician, requiring the technician call with a diagnosis, prior to performing any work At 8:PM that evening, we received the following online report from the technician: “There was nothing wrong with this a/c the complaint was that it was degrees not when it was degree heat index outsideHis filter was dirty and we did a thorough clean and tune.” We contacted the customer to confirm service, and left a message. We have heard nothing back Sincerely, *** *** Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

June 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On June 9, 2016, the customer filed a plumbing claim online: “I spoke with HWA because our garbage disposal fell and pipe broke, and was told it would probably not be covered but they would submit the claim anyway and I would get a call. Because of the urgency of the problem, I called an emergency plumber and the garbage disposal and pipe were replaced for a lot of money. The plumber who came said that the cause of the collapse and pipe breakage was drain backup. The water will not drain at all now and the plumber said it would be another $to rod the plumbing.” Per the diagnosis that the customer provided from their technician, the damage the customer is looking to have reimbursed is secondary damage from a drain backup. Per our Contract, section III.C: “HWA™ has the sole and absolute right to select the Service Provider to perform the service; and HWA™ will not reimburse for services performed without its prior approval” And section VII.B.18: “HOME OWNER agrees that HWA™ is not liable for the negligence or other conduct of the Service Provider, nor is HWA™ an insurer of Service Provider’s performanceHOME OWNER also agrees that HWA™ is not liable for consequential, incidental, indirect, secondary, or punitive damagesHOME OWNER expressly waives the right to all such damages.” We decline to reimburse the customer for repairs done without our approval, and we would not reimburse for secondary damage caused by the plumbing If the customer wishes to cancel their contract, it would be done per section XII.D: “the Home Owner shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less service and administrative costs incurred by HWA™; They will not receive a full refund, as there are less than months remaining on their contract, and service costs paid are greater than the remaining balance of the coverage Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** LA-*** Dear Ms***: We have received the customer’s inquiry, and apologize for
any delays, on the vendor’s behalf, in ordering parts. We have arranged for the repair to be expedited, after speaking to the customer directly Sincerely, *** *** Office of the President

June 24, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: The customer has been advised that the manufacturers warranty replacement is occurring on Tuesday Sincerely, *** *** DE Svcs HWA Claims Handling Manager

March 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** Ackerson IL-*** Dear Ms***: We have received the customer’s
complaint and are providing the following responseThe failure with the customer’s 5+ year old refrigerator is a failed control boardPer our Contract, section VII.I: “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.” As the board can be repaired, we have offered the customer the option for us to repair the board (which would be done in the time frame provided), or taking a cash out on the cost of the repair, to be used as he wishes. The customer does not like the options, and has stated his intent to cancel the contract Sincerely, *** *** Escalated Special Handling

November 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: The cancellation of the customer’s contract was requested and explained to the customer on October 31, Contract section VIII.E, specifically explains: “If HWA cancels this Contract, or if You cancel this contract after the first days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA.” The customer is not entitled to a full refund, nor is the customer entitled to a repair/replacement of the refrigerator removed from the kitchen, per the specific statement of our contract We consider this matter closed Sincerely, *** *** Office of the President

June 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AR-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
On March 24, 2017, a *** condenser and coil(made by ***), were ordered to replace the customer’s leaking existing equipment, per our contractual agreement. These were installed at the customer’s property On May 16, 2017, the customer reported that the unit was not shutting off when it reached the set temperature. The customer requested a second opinion on the installation, which was provided The second opinion suffered an injury, and being unable to address the diagnostic, we allowed the customer to have their own technician evaluate the system. This was done on May 26, The Customer’s technician recommended the replacement of an expansion valve, filter dryers and the refrigerant line. We requested a paid invoice for these repairs to review/reimburse the customer. With this the technician recommended the upgrade of the working furnace to match the new 410A system (not covered under contract). As of June 13, 2017, the customer was addressing the non-covered furnace issue with his technician Sincerely, *** *** DE Services HWA Claims Handling Manager

January 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** OK-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response The customer mentions three related service calls: On December 11, 2016, the customer filed a claim for her dishwasher not drainingThe claim was assigned, and a service call was scheduled for December 21, 2016. This time was inconvenient for the customer, as she was going on vacation, so we closed the claim, requesting she call back when she was available for the service On December 28, 2016, the customer called, and the service was scheduledThe technician advised that the dishwasher was working properly, but there was a drainage issue not related to the dishwasher On January 10, 2017, the customer requested we send the tech to re-evaluate the unit. There had been no change with the situation, and it had not been used since the prior service. We filed the claim, with the fee pending, and then the customer cancelled the service call on January 16, So, with no report of a failure with the unit, there is nothing for the warranty to fix. If they want the technician to reevaluate, or a different technician to address her plumbing, she can contact us directly to file a claim Sincerely, *** *** Escalated Special Handling

May 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s complaint and are providing the following responseThe
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.” Per their complaint, the customer is quite correct. The warranty “does not cover us for anything done before we bought the home.” We require items to be in proper working order, and become inoperative due to wear and tear. The purpose of the warranty is to address wear and tear failures for eligible items that occur in the first months of ownership of a new property. It is not to repair items misused and broken by the previous owner We offered a second opinion, to address the possibility that this did not fail due to misuse/abuse, but the customer declined, as he does not question that the technicians diagnosis is accurateIt appears that he feels that our contract should address any situation of appliance or system failure, whether wear, abuse or anything else We are sorry that the previous owner damaged the microwave and sold it to the customerWe would not address that failureSincerely, *** *** DE Svcs HWA Claims Handling Manager

August 15, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Bledsoe IN-*** Dear Ms***: We have left the customer two messages to discuss the resolution of his microwave claim, as well as the refrigerator information, and have received no response The customer can close this complaint, and reopen it if they remain dissatisfied after speaking to our office Sincerely, Car* *** DE Svcs HWA Claims Handling Manager