Home Warranty of America

September 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: File Number *** Dear Ms***, The customer did not follow our procedures in reference to the cancellation The cancellation was effective the date of our response The customer pays the contract on a monthly basis. The plan does not prorate to the day Sincerely, *** *** Escalated Special Handling

September 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s inquiry, and have
outstanding offers to resolve the oven and AC issuesWe are waiting for their call We have no claim for their heating system Sincerely, *** *** Office of the President

Initial Business Response /* (1000, 5, 2015/09/29) */
September 29,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** Gonzalez NC-
Dear Ms***
We have received the customer's
complaint, and provide the following response
The customer purchased a warranty contract with us, with a payment to be withdrawn on the 10th of every monthWe received his e-mailed request to cancel the coverage on August 11, Per that e-mail, he claimed it was his second requestHe advised that he had e-mailed his first request earlier in August, but we never received that e-mailWe have asked him for a copy of his first request, to grant his request, but he refused to provide it, stating he would only deal with the Revdex.com in reference to the issue
As we have no proof of an earlier request to cancel the coverage, we decline to refund the payment in question
Sincerely,
Carl ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I explained to Carl after he made threats that if he wants the copy of the email he must contact Chloe luckett because I sent it to her when I first canceled my serviceon the previous Revdex.com complaint they stated I would getrefund in weeks now he is stating I am notthis company refuses give me the refund and continues to liea complaint with the attorney general office has also been submitted against themI only expect what I am do
Final Consumer Response /* (4200, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
why do they continue on Avoiding the questionI emailed Chloe *** this information who is a customer service rep for this companyAnd yes it was a threat stating if I don't provide the email I won't get but yet he has not stated anything about Chloe ***I M not satisfied with the response and still want my refundhe claims I do not et a refund but why would they charge me a full month if I canceled the contract
Final Business Response /* (4000, 9, 2015/09/29) */
September 29,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94570187: Gonzalez NC-
Dear MsBeltran:
The customer alleges that threats were madeMy correspondence with the customer is as follows:
"Dear Mr***,
I have received your Revdex.com complaint, and am reviewing the issuePlease forward me a copy of your August e-mail, to address your request
Thank you,"
His response:
"I will only deal thru the Revdex.comI already submitted the emails to Chloe luckett and will not do it againOnly respond thru the Revdex.com so I can have a record since your company is not reliable and honest."
My Response:
"Mr***,
I am the individual that is addressing your complaint and responding to the Revdex.com
Rather than responding to the Revdex.com stating that we are requesting your e-mail, and you then providing it to them, I thought we would expedite your refund by requesting it directlyI assume you will provide the e-mail to the Revdex.com then, unless you will just tell the Revdex.com you already sent it, and have me reply by saying that we have no e-mail and requesting you resend
I am requesting the August e-mail that is not in my possessionIf you choose not to send it, I will respond to the Revdex.com as stated above
Sincerely,"
There is no threatI asked the customer for the e-mail that he alleges was sent on August 5, and he refuses to provide it, saying he already didWe are now asking for him to prove there is an e-mail, by resending it to me, or the Revdex.comWithout supporting documentation showing he requested to cancel this contract prior to August 10, the customer is not entitled to a refund
Carl ***
Escalated Special Handling

August 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s inquiry, and the AC repair
was completed yesterday afternoon Sincerely, *** *** Office of the President

September 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** MO-*** Dear Ms***: We
have received the customer’s complaint, and the installation was completed a week ago Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint and have addressed the issue directly with the
customerSincerely, *** *** DE Svcs HWA Claims Handling Manager

July 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s inquiry, and their requested replacement
furnace and coil was approved the day the complaint was filed Sincerely, *** *** Office of the President

May 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
On April 12, 2017, the customer filed two claims, one for their heater, and one for their Air Conditioner. She advised there was no cool air, and she was told that there were cracks in the coil, and heat exchanger Per our contractual agreement, we immediately assigned a technician to diagnose the reported failures On April 13, 2017, we received the e-mailed furnace diagnosis from the technician, advising of a cracked heat exchanger The technician broke down the costs of the replacement, as well as the non-covered costs to modify the gas lines($150), Electrical lines($250), flues($75) and ducts($200) in the property to accommodate the new unit (Per contract section VII.J: “Unless the optional coverage for such is purchased, HWA is not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components or installation of different equipment and/or systems.”) On April 14, 2017, the customer approved these costs($675.00), and we approved the replacement of the furnace On April 17, 2017, the replacement furnace was ordered On April 18, 2017, we were advised that the furnace was ready to be picked up at a local distributor. On the same date, we received the diagnosis from the technician on the Air Conditioning unit, reporting a large leak in the year old ICP evaporator coil. There was no mechanical failure reported with the Condenser, but per the technician and government requirement, the unit needed to be replaced to match the new coil. He provided a breakdown of the replacement costs, as well as the non-covered costs to modify the ductwork($100), drain lines($75), copper connections($50), as well as install a COdetector($50) and a new condenser($2,647) This total on these costs, quoted by the technician, was $2, (Per contract section V.C excluded: “Except as noted above or when optional coverage is included in Diamond and Platinum Plans, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate/clean a system of R-necessitated by the repair of existing equipment or the installation of new equipment.”) On April 20, 2017, we reviewed the non-covered costs with the customer. She questioned the costs, and has not approved them, preventing us from proceeding with the replacement Per the customer’s demand, she is looking for us to document our intention. As with her furnace claim, when the non-covered costs are approved, we will move forward with the replacement Sincerely, *** *** DE Services HWA Claims Handling Manager

March 29, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** TX- Dear Ms***: We received the customer’s inquiry, and are sorry we
could not arrange a technician quickly enough to address the customer’s emergency We have addressed the issue directly with the customer, and are sorry she is not satisfied with the resolution Sincerely, Carl *** Office of the President

April 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s complaint
and are providing the following responseOn December 28, 2016, the customer filed the following claim online, for his Water Heater: “Covered Item Problem: Leaking Water at the bottom Has this item ever worked?: Yes When did you first notice the problem?: Two days ago Q & A: Q: Please tell us where the water heater is located A: Basement Q: Please tell us specifically what kind of water heater you have A: Gas Problem Description: FIRST OBSERVED ON 12/25/15: WATER SURROUNDING FLOOR AROUND WATER HEATER AND FURNACE WATER NO LONGER HOT IN HOUSE WATER IS STILL STANDING IN THE AREA” A technician was assigned, and when he could not service in a timely fashion, the claim was reassigned. Per that technician’s diagnosis, which was received on January 13, 2016, the water heater’s expansion tank had failed, due to the excessive water pressure in the homeThe PSI (pounds per square inch), which should be 80, was set at for the property, and the Pressure relief valve was rigged to allow higher pressure to the home Thus, the reported failures we not caused by wear, and would not be covered under contractLess than two weeks later, the customer called back, and filed a second claim for his water heater, now reporting that heater itself was leaking from the topWe sent the technician back, who found the heater leaking. We asked the customer if the repairs had been done to address the pressure issue reported prior, and they had not. As the unit had a known prior failure that had not been addressed, we declined to address the water heater replacement We acknowledge the customer’s strong feelings about reimbursement, but contractually, the non covered malfunction needed to be addressed, as of mid January. As it was not, we would not address the additional claim or reimbursementAll we can offer is the partial refund the customer would be entitled to, with the cancelation of the coverage Sincerely, *** *** Escalated Special Handling

September 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** AL-*** Dear Ms***: We have received
the customer’s complaint, and have addressed this with the customer directly earlier this week Sincerely, *** *** DE Svcs HWA Claims Handling Manager

June 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Hall LA-*** Dear Ms***: We have received the customer’s complaint, and the repair was completed
today Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We have received the customer’s inquiry and per
contract section VIII.E: “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.” We are sorry that the customer considers this fraud, but it is not per our contractual agreement Sincerely, *** *** Office of the President

June 17, *** ***
Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL *** *** *** *** Dear Ms***: We have received the customer’s complaint, and are sorry for the
miscommunication between the technician and our office, in reference to the part order The part was ordered, and the repair should be completed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

February 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: The customer states that the part is faulty and ‘could lead to mechanical failure’ The warranty requires systems and components to ‘become inoperative due to wear and tear.’ Without confirmation that there is a mechanical failure, there is nothing more the warranty can do until the unit fails Sincerely, *** *** Escalated Special Handling

July 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s message, and they accepted our cash out offer
the day they filed this complaint Sincerely, *** *** Office of the President

October 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MS-*** Dear Ms***: We have received
the customer’s wife’s complaint and provide the following response On September 16, 2016, the customer purchased a warranty with our company On September 22, 2016, the customer advised that they had noticed the air conditioning system was not cooling properly as of September 20, 2016. They stated it had last cooled properly on the day the contract started Per our Contractual Agreement, we sent immediately sent the information to a technician to diagnose On September 23, 2016, the technician went to the property and found the 18-year old unit not working properly, and suspected a compressor failure. 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 a unit in proper working order would not break down in a single use, we requested the customer’s inspection, to confirm their unit was in proper working order Per the inspection, dated August 3, 2016: “The AC is functioning but it is not adequately cooling the airContact a licensed HVAC technician for further evaluation and make repairs/replacements needed to ensure the A/C is adequately cooling the air.” As the unit was not cooling the air properly as of August 3, 2016, we would not repair/replace a unit that was not in proper working order on the Coverage Period Start date Sincerely, *** *** Escalated Special Handling

October 5, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 12421545: *** NC- Dear Ms***: Clearly, the customer and the technician are in communication to address the completion of the repair As we do not set either parties schedule, we can only request that they continue to reach out to each other to complete the installation Sincerely, Carl *** 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
I finally received the claim money for the washer and used it to purchase another washer
Sincerely,
*** ***

December 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***(***) LA-*** Dear Ms***: We have received the customer’s daughter’s complaint, and provide the
following response On November 25, 2015, The customer (Ms***) opened a month warranty with our company On March 22, 2016, a dishwasher claim was opened online. It stated: “Covered Item Problem: Other Brand: *** Has this item ever worked?: No When did you first notice the problem?: About a week ago Problem Description: The insides are falling apart.” We called the customer, and confirmed that the unit had never worked properly under the contract. We then, per contract, sent a technician, to determine the failure with the unit On April 5, 2016, we received their diagnosis that the spray arms were cracked, the manifold was cracked, and the motor burnt out(also no longer available)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 unknown“ As the customer stated that the unit never worked properly, we requested a copy of the customer’s inspection, to confirm the unit was in proper working orderThe inspection stated that the unit was acceptableAs the unit was classified in proper working order, the unit is eligible under the contract. Per contract section VII.I: “…for the first days of the Home Owner’s Coverage Period, HWA is not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, HWA will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of similar parts.” Since the unit never worked properly for the customer(including the first days of the contract), and cannot be repaired due to parts being NLA, the customer was offered the cost of the parts On April 8, 2016, we discussed the with the customer’s daughter, who initially stated that the unit did work properly. When we advised that we verbally confirmed that it did not, she stated that she would ‘make it her personal mission to make this company miserable’ Hence, she has waited eight months, and has filed this complaint days before the contract expires ,with the intent of harming our Revdex.com rating, and demanding a refund, though we did honor the contract by providing a check for the cost of the parts for the unit that never worked properly Sincerely, *** *** Escalated Special Handling