Home Warranty of America

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

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

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

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,
*** ***

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,
*** ***

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

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

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

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,
*** ***

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

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

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

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 ***

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

Complaint: ***
I am rejecting this response because:The company did have a supervisor contact meThey also refunded my service call fee, but have still failed to addess the issueWhen I asked for feedback and/or a follow up after an investigation within the company; the supervisor denied my request and denied any other escalation within the companyThis is still unacceptableI was lied to and mislead for daysPacification is not what I am seeking in this complaintI requested validation after the calls were reviewed and confirmation that executive management was aware of this practice.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/20) */
July 20,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** *** TX-XXXXXXX
Dear Ms***
We have received the customer's request, and
are contacting them directly to resolve the issue
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Special Handling

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 ***

February 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Not match our information, ad Re: ***: *** AZ-*** Dear Ms***: The customer stating that they were told the unit cannot be repaired, does not match our information, as we have approved the technician to perform the repair. The technician is providing their invoice for payment for the repair Sincerely, *** *** Office of the President

Complaint: ***
Same reasons as stated beforeThey said it will take up to weeks to records and now they are saying they won't send until weeks! This company is a scam and if I could, I would treat them exactly how they have treated us! My real estate agent is telling all of her clients about this company and their acrions! They make me want to shoot all of them!!
I am rejecting this response because:
Sincerely,
*** ***

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