Home Warranty of America

May 9, *** ***
Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:Van Scoit TX-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 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and this issue was resolved
with the customer the day the complaint was filed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

June 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We are not blaming anyone in reference to this issue, and have apologized for any miscommunication that might have occurredWe are providing the refund that we advised the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 11, *** *** 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 October 21, 2016, a month warranty was opened on the customer’s property. On November 18, 2016, the following claim was opened online: “Covered Item Problem: BuiDouble Oven (Gas) Brand: Other Has this item ever worked?: No When did you first notice the problem?: Yesterday Have you moved into the home?: Yes When did you move into the home?: 10/22/Q & A: Q: Is the problem with? A: Both Ovens Q: Please describe the problem A: The oven will not come on Q: Please tell us how many times the specific item that is not working, has worked properly since the contract start date A: One Time Problem Description: Both over not working plus the grill I need the oven for the holidays” Per our agreement, we immediately assigned a technician to service the reported claim. Per their diagnosis, the year old double oven had two faulty thermostats (upper and lower), that were 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 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 the customer told us, per their online claim, that the unit never worked, we requested their inspection, to confirm the unit was in proper working order. Per the inspection, the stove/oven was marked RRWhich is defined as : “Repair or Replace (RR) = The item, component or unit is not functioning as intended, or needs further inspection by a qualified contractorItems, components or units that can be repaired to satisfactory condition may not need replacement.” With the additional statement: “The center grill feature for the range, did not heat up when testedContact a qualified appliance repair technician” As the unit did not work for the customer, and was marked repair/replace on the inspection, we would not address the replacement under contract Sincerely, *** *** Escalated Special Handling

November 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We apologize to the customer, but our response stands, as well The warranty is not liable for: The changes in government regulations that make his existing system obsolete. Manufacturers not making equipment to work in the system, due to said regulationsUpgrading the remainder of the customer’s working system, to address a failed part No one can produce ‘a widget’ to fix his systems. Per regulation, his coil is leaking and should not be fixed. Per contract, we are looking to provide a customer over $1,to address our cost on replacement parts, because he wished to use his own technician. We are sorry he believes this to be a scam, but it is not Sincerely, *** *** Office of the President

July 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint, and have addressed the
issue with them directly The repair is moving forward Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because it still has not been resolved/repaired.
Sincerely,
*** ***

December 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We have received the customer’s complaint, and provide the
following response. The customer references two claims filed on December 14: a rotted roof, that was never in proper working order, a year old heating unit that the technician stated was packed with dirt When we were advised that he disagreed with the diagnosis, we offered a second opinion, but the customer just asked for a refund He was not entitled to such, per the contract, but we resolved the issue directly with the customer and this complaint did not need to be filed Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because: I most definitely asked for additional septic coverage and asked many clarifying questions regarding the septic coverage offered by the company during the sales call when I renewed the warranty I was told several times during the phone call that we had septic coverage It is very convenient that the warranty company is stating they they listened to the call and do not have to provide any proof The burden is on the company to provide proof that this conversation happened how they say it happened As a consumer I am protected by state and federal laws preventing companies from deceptive practices
Sincerely,
*** ***

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

September 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** CA-*** Dear Ms***: We have received
the customer’s complaint, and the customer is requesting a refund of $604.00, and the completion of the installation The technician that diagnosed their system failure, determined the failure was with their condenser, and charged the customer $to replace their inside evaporator coil that had not failed (and for non covered refrigerant) The coil is part of the Air conditioning system, but it did not break downIt needed to be replaced to work with their new condenser As the warranty requires systems and components to become inoperative, we would not replace the functioning coil, that needed to be upgraded So, we will not refund $to the customer, and have arranged a second technician to complete the installation that the technician did not, at no further cost Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: Your technician put my home at risk with the service they providedWhen we had contacted you about this you were very clear that you could only send that technician because you had a contract with himWe requested a new technician and you refused to provide one that we were comfortable dealing withSo we went with someone who is a trusted source.
Sincerely,
*** ***

September 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AZ-*** Dear Ms***: We have received the customer’s complaint, and have provided him
a full refund of the contract cost, as he cancelled within the first days, with no claims being filed under the current term Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s complaint, and have addressed the
appliance issue with him directly. As the technician has not provided us the required specifications and costs to address the reported Air Conditioning failure, we are sending a second opinion, with no trade service fee due Sincerely, *** *** DE Svcs HWA Claims Handling Manager

June 22, *** *** 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 Friday, June 10, 2016, we determined that failure with the customer’s HVAC system was eligible, and were prepared to order a replacement compressor On Monday, June 13, 2016, the compressor was sent to our purchasing department to be ordered On Wednesday, June 15, 2016, we were advised there was a problem with the order and called the technician to verify On Thursday, June 16, 2016, the technician called us and advised that the customer was looking for a cash out on the repair, to upgrade their system On Friday, June 17, 2016, the cash out was calculated On Saturday, June 18, 2016, the customer was advised of the cash out and we are waiting to hear back Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint:
I am rejecting this response because:The appliance is not under any kind of recall So that statement is not true Samsung could not find any recall on this washer The technician HWA sent out thought this was true, but it was not Thats when HWA said they had no Samsung certified technician and that if I got one then they would reimburse the monies I paid out HWA stated coming up with excuses as to why they declined payment after the parts were already orded As stated previously I keep getting different excuses as to why they declined payment I followed all instructions requested by HWA i.e find a Samsung certified technician (pay their diagnosis fee), get the repair done and then I would get redimbursed I even asked HWA if they had a waiting period (on Dec 4th), to file a claim They said they did not have any waiting period the washer was not broke before I filed the claim (it is only years old) If my air conditioner broke today They could state that it was from wear and tear over time Everything breaks over time (wear and tear), that is why one obtaines a warranty I never stated I had two warrants at the same timeand I do not I stated that I have had contracts with several warranty compafnies on my home and rental property and have never had 5o go through this I should be due the total amounts HWA said they would pay if I followed their instructions for this claim If the latest reason as to why they dont want to pay my claim is true then they should state that in their contract They didn't have a Samsung certified technician to come and diagnose and repair but all of a sudden they have a Samsung specialist to state that the appliance failure was due to damage from a gradual process Where was this "specialist" when they sent out the company that knew nothing about Samsung and wanted me to find someone Now HWA is stating that the washer has known defeccts Where was all this expertise when they told me to get dsomeofne out to fix it and I would be reimbursed
Sincerely,
Christine ***

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94563038: *** IL-
Dear Ms***:
The customer's contract has been cancelled, and
his refund check sent
If you should have any questions or concerns, I can be reached at extension ***
Sincerely,
Carl ***
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received the check but only four weeks after the company said they would send it and only after I contacted the Revdex.com and the A.G of IllinoisI have the envelope in which the refund was posted only after these steps and multiple phone calls and emails were made to HWAIf you would like I can send you the emailed responses, from HWA and the copy of the envelope with the US postage date
If this happened to me it has more than likely happened to others
Sincerely,
Frank ***

June 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint, and provide the
following response On May 27, 2016, at 9:PM CST the customer opened an AC claim with our company On the afternoon of May 31, 2016, we received the diagnosis from the technician of a bad compressor in a year old unit.. At that time we were looking to approve the condenser replacement, after we confirmed the unit was an proper working order On June 9, 2016, we had confirmed the unit was in proper working order, and just needed the customer’s approval of the Non covered costs. (The technician advised that the new outside unit would not work properly with the old inside coil, and per Contract section V.C, the warranty would only address the failed covered equipment, and not upgrade the additional parts of the customer’s system ) The customer has not approved these costs, and wants us to send additional technicians to get multiple quotes(which we do not do) The have also stated they will only approve the costs if the technician offers them a payment plan (which we do not require) We decline to pay for the non covered costs, per their demand. We can replace their condenser, if they approve the non covered costs, or we can provide them a cashout for our cost of the repair, per our agreement Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and we have spoken to them,
explaining that the technician did not provide the diagnosis. The customer has requested the claim be reassigned, and we have done so Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: The customer’s unsubstantiated accusations, do not entitle her to the demand she is making, nor do her inappropriate statements about contract references To repeat: “We will not refund their prior terms premium, any of the current terms premium from the expired term, or any paid trade fees.” We consider this matter closed Sincerely, *** *** DE Svcs HWA Claims Handling Manager