Home Warranty of America

August 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AZ-*** Dear Ms***: We have received the customer’s complaint, and their repair is
complete Sincerely, *** *** DE Svcs HWA Claims Handling Manager

I have every right to report this on social mediaThe technician did respond to someone named ***, but he never returned the callThey are placing the blame on me when they are the ones that failedI explained to them on the first call that it was an emergency and they refused to believe itSince I was given wrong information the first time this caused an entire issue. They do not care that due to their negligence, my pet almost died, food spoiled, etc. They are also refusing to see that when they put a bandaid on a bullet wound they are causing more of a problem.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:They have failed to address the problem in even a remotely acceptable amount of time I have been given the run around since day one and am not satisfied in the least! This company should not be allowed to do Home Warranties even if they treat their other customers twice as good as I have been treated It should not take this long for them to honor their contract on a covered item! It is not even about the money anymore but more about the principal and hopefully saving another homeowner from the poor business practices of Home Warranty of America!!!! I am also filing a complaint with the Kansas Insurance Department to look into my claim from another avenue
Sincerely,
*** ***

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

June 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: There is no requirement in our contract that the customer receive a written cash out offer Nor are we required to replace their furnace that is not related to their AC claim The detriment to the customer’s family is being caused by the customer not accepting our replacement ac system, or cash out offer to address their issue. 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 decline the customer’s extortive demand of an additional and unsupported $635, to not “explore other alternatives”. They are free to explore any alternatives that they wish to explore Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: the pipe in question fell apart because of the abysmal state it's inThe plumber didn't cut the second end; it collapsedWe are seeking coverage of the replacement of the corroded pipes, not of the original drain clogFurther, as I originally stated, we did use an authorized plumber when we requested service and are not seeking compensation for the original service call from our plumber
Sincerely,
*** ***-***

November 12, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: 10947230: *** TX-1990383Dear Ms***:We have received the
customer’s complaint and provide the following response.On August 28, 2015,
the
customer opened a contract with our company.On September 8, 2015, they
opened the following oven claim online:Covered Item Problem: Unit
Will Not Turn On Brand: *** Has this item ever worked?:
Yes When did you first notice the
problem?: About a week ago Have you moved into the
home?: Yes When did you move into the
home?: 08/31/Q & A: Q: Please tell us how many
times this item has worked properly since the contract start date A: Never Problem Description: The
dishwasher would not startThe "clean" indicator was onWe switched
the circuit breaker off and onThen the dishwasher would startAfter that cycle
it would not startYesterday, 9/7/15, it started leaking.We assigned a technician to
diagnose the unit. On September 10,
2015, we were advised that the unit would not start unless the breaker was
reset, due to a bad control module. The
door seal on the unit had also failed Per
our contract, section I.A.2:“Coverage will only apply to
system and component malfunctions explicitly listed as “Included.” 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 testCertain items may not be covered by this Contract
Refer to the “Covered Systems and Components” and “Limitations and Exclusions”
sections on the following pages for coverage details.”As the customer advised us
the unit had never worked properly, we requested a copy of the customer’s Home
inspection to confirm that “the
malfunction was unknown and could not have been detectable by visual inspection
or simple mechanical test.” At that
time, the customer advised us that the property was purchased ‘as is’, and
there was no inspection.As the failure with the unit
could have been detected on the Coverage Period Start Date by the unit being mechanically
tested, the warranty would not cover the repair/replacement of the dishwasher that
never worked properly under the Contract.On September 24, 2015, the
customer requested to cancel the contract, and a check was processed to be sent
to them on October 28, If they have not received it, we will gladly stop
and reissue the paymentSincerely,Carl ***Escalated Special Handling

Complaint: ***
I am rejecting this response because:Home Warranty of America (HWA) refused to replace my water heater due to me not being able to provide receipts or a work order of the repair done by a plumber after the first techician visitThis technician instructed me to make the repair myself as it would be cheaperThe repair was completed but I could not provide documentation that a "plumber" did it so my warranty was not honoredThe water heater was years old and wore out during my home warranty period and HWA just did not want to cover itNothing at my house was "rigged" for higher water pressureWhen I did have the water heater, expansion tank and PRV replaced by a plumber, out-of-pocket, he stated the water tank failing can not be narrowed down to only high water pressure and it should have been coveredAbsolutely horrible customer service and an awful experience for a first-time home buyer. I was never offered a refund at all untill contacting Revdex.com.
Sincerely,
*** ***

December 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We received the customer’s complaint, and are sending a second
opinion, with no fee due, to reevaluate the issue based on the customer’s technician’s information Sincerely, *** *** Escalated Special Handling

June 23, *** *** 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 April 7, 2017, the customer opened a thirteen month warranty with our company On June 5, 2017, the customer called our office an added pool spa coverage On June 9, 2017, the customer opened a pool claim, reporting that two days prior the filter was leaking That same day a technician was sent to their property, who reported that: The filter was leaking out the backwash line and the top valve had failedThe gaskets inside are worn down and broken and the fiberglass is worn out. This level of damage in no way would have occurred within the days the customer had coverage under our contract. Per contract section I.B.7: “Covered System(s) and Component(s)” means: (i) systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property; (ii) are in proper working order on the Coverage Period Start Date and (iii) 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 ***, spas, well pumps, septic tank pumps and air conditioners are included in this definition.” We requested the customer’s home inspection, but they requested to cancel the coverage. The customer claims that we advised them the failure would be covered, but as we did not receive the diagnosis until the evening of June 13th, we could not confirm coverage until we received the technician’s diagnosis. So, we would not address the pool that never worked properly under contract, and the customer is cancelling their coverage Sincerely, *** *** Office of the President

October 3, *** *** 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 February 23, 2016, the customer reported a leak in their roof, which was filed as a claim under their roof leak repair coverage. Per contract, we assigned a technician to diagnose. We were advised by the technician that the roof in question is a flat rubber roof, that needs to be replaced The warranty only covers rolled, asphalt shingle and clay tile roof structures(not flat rubber), and does not cover roof replacements Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s message, and provide the following response
On February 27, 2017, the customer opened a month warranty with our company On June 12, 2017, the customer reported that upon the initial use of her unit, it was not cooling properly. Per our contractual agreement, we assigned a technician to investigate On June 18, 2017, the technician went to the property and found that the refrigerant line set had been kinked/bent due to non-usePer contract, the warranty requires, 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 D ate 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” The customer’s lineset was physically kinked/bent, which is not wear, and not covered under the contract Sincerely, *** *** Office of the President

March 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the complaint from the customer,
and provide the following response On November 29, 2016, the customer opened a warranty contract with our company Per the claim filed four days later, the prior day, they noticed a stoppage causing a backup in their downstairs plumbing, when their upstairs shower is used. (Please note: Per the customers statement, this never worked properly under the contract, and per their complaint, these plumbing issues were noticed on the date of closing) On December 13, 2016, the technician went to the property and found a stoppage that could not be clearedThe technician advised that he needed to further investigate the stoppage, so he requested that the customer provide access (they had no cleanout and needed to pull a toilet), so the line could be viewed with a camera. The customer paid for the access, the warranty paid for the camera On December 15, 2016, the customer purchased additional warranty coverage for ‘External Sewer & Septic & External Water Line Repair’, being fully aware of an issue with the plumbing The following day, the technician determined the specific failure of the plumbing, which was eligible under the contract. Again, the warranty needed the customer to provide access to the eligible piping which per the technician’s invoice “Access of crawl space to escavate concrete to replace 3" sewer drain pipe for re-route of main sewerInstall of 4" clean-out and replaced concrete @ crawlspace’ Per contract section VII.C: “HWA is not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible (including but not limited to beneath crawl spaces, floor coverings, systems, cabinets, etc.).” The monies that the customer is demanding be refunded are the access costs paid to the technician, the addition of a new external cleanout and the cost of the warranty. The customer is aware that these costs are not eligible and will not be refunded. The customer has already cancelled the contract and a partial refund has been processed. Sincerely, *** *** Escalated Special Handling

June 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On March 28, 2016, the customer opened a month contract with our company Approximately two weeks later, they opened a claim on their water softener. Per our contractual agreement, we assigned a technician to diagnose the failure On April 20, 2016, The technician called us, and advised they could not address the issue We called the customer, who advised us they addressed the issue on their own and outside the contract. The customer stated, “they(the previous owner) had it serviced right before we bought the house, and it was put back together with parts missing. They knew something was wrong with it, and they just patched it back…When they took that thing apart some of the parts were missing.” Per our Warranty contract, section I.B.7, the warranty requires: ““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 break downs due to insufficient maintenance if at the time the issue or break down was unknown...” Also, per section VII.G: “HWA is not responsible for consequential or secondary damageThis includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts,…” By the customer’s statement, the unit was not in proper working order, as of the prior service, and the unit was missing parts. We are sorry the unit was not in proper working order, and we will not address the replacement purchased by the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be complete once I receive the settlement, given their history of delaying tactics I will have to wait and see
Sincerely,
*** ***

March 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** LA-*** Dear Ms***: We have received the customer’s complaint, and provide the following response The customer is classifying the plumbing that leads to his pumping system, as part of his pumping system. This is not the case, and not eligible under the contract. We have covered the eligible portion of the diagnosis reported by the technician, and are refunding his trade fee, for the issue that should not have been filed as a claim. Sincerely, *** *** Escalated Special Handling

March 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** VA-*** Dear Ms***: We received the customer’s inquiry, and have contacted
them directly to settle the matter We apologize for any miscommunication Sincerely, Carl *** Office of the President

September 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: Per the customer’s complaint, we reasonably offered the
customer a second opinion. If the initial technician’s diagnosis is correct, and the unit in question was damaged by rodents, we would not address the failure, as that is not wear. If it is determined that the first technician lied, and there is not rodent damage, then his diagnosis was wrong and we would not charge a fee It seems, that rather than accept our offer, the customer would rather go online, and accuse the technician, and also the warranty company of deception and fraud, rather then have a second opinion re-evaluate As the customer declined our offer, we are not addressing the issue that did not fail due to wear Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: 1) No one contacted me after the 1st technician diagnosed report submittedafter weeks, I called your company customer service and was told by your executive saying that they missed to call to give option either to buy out or go repairIs it your company responsibility to give a call to customer or not? I remember I got the email from your executiveIf you don't accept above statement, PLEASE do let me knowWill bring the executives from Vendor Company, my cellular companywe can verify, did you guys called/ emailed me with the above options? 2) On the same day, The Vendor company clearly said technician is not available till mid of Jan Why your company people didn't take proper action? finding new vendor and scheduling an appointment with approximate date of part delivery3) When I was logging the complaint, clearly told have small kid and need to take care of this ASAPPlease look into call recordings 4) Your Customer Care executive clearly said who cares about kids, clearly escalated the issue to supervisorTalk to him if I did or not? 5) The current refrigerator is less than year and month's oldIf at all I need to buyRespect the Customer at least (anyhow your company doesn't care kids)6) 1st Technician didn't spend minutes also to diagnose the issue and your company sent the Wrong parts where *** can't use those partsThey have to come back and fix the partsIs it the way you treat the customers?ONE THING CLEARLY I say - It's all your company faultAll these issues a raised because your company people didn't call me on time after the 1st Technician report submitted until I called and asked where we are on that. I am confident with 100%. In case if you feel, if any of the above statement is wrong, PLEASE go ahead and cancel my contract / any open services and you no need to refund my money what I paid for the full yearI will prove everything whatever documented here with clear evidence if yet at all requires
Sincerely,
*** ***

April 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:*** AL-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
On March 31, 2017, the customer opened a warranty with our company. On April 4, 2017, at 6:AM CST, the customer reported the following claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: About a week ago Have you moved into the home?: Yes When did you move into the home?: 03/25/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: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Other 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: Other Q: Please tell us how long the unit has been running properly for this seasonA: About Week Problem Description: Unit leaks large amount of water into basement while runningI had a technician look at it and tech said the pump had been leaking for quite some timeThe bottom of the housing unit is rusted badly enough the unit is about to collapseThe unit gives off a strange odor and pulls smells from the basement (including car exhaust) into the home through the vents A claim was automatically assigned to a technician, and on April 6, the technician went to the property and found: ‘the Evaporator coil pan is leaking water on the top of the furnace and is flooding the floorAlso found furnace is in poor condition with a cracked heat exchanger.’ Per our contract section I.B.7: “Covered Systems and Components” means (i) systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property, (ii) are in proper working order on the Coverage Period Start Date and (iii) 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 this extensive damage would not have occurred within the four days the contract was in effect (Note: the technician advised the unit had been leaking for an extended period of time), we requested a copy of the customer’s home inspection, to confirm the unit was in proper working order Per the inspection the technician classified the furnace with the following codes: Safety: Poses a risk of injury, Repair/maintain: Recommend repair and/or maintenance, Evaluate: Recommend evaluation by a specialist, Major Defect: Correction likely involves a significant expense, Comment: for your information The AC system was not inspected. Had this, and the furnace been inspected/tested, the problems with the unit would have been detectable Therefore, the HVAC system would not be covered under contract We have received the customer’s request to cancel, which is being processed, per contract. They are not entitled to a refund of their trade service fee, which will not be provided. The customer being aware that their HVAC system needed to be replaced, from his first opinion arranged days after the contract started, does not mean that we had that information (which we did not), and could appropriately address their claim without diagnosis There implied threat of ‘further action’ is entirely their prerogative, but we have followed our contractual agreement Sincerely, *** *** Escalated Special Handling