Home Warranty of America

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I continue to reject the response from this BusinessThey are scammersI have printed complaint after complaint online showing they did many other Customers the same way they did usThank God I just received a call from my Local TV Station in Charlotte NC wanting too do an interview with me concerning this matter.They reviewed HWA on [redacted] and saw all the other complaintsSo I will get to go on live TV and tell my storyI am sure afterwards more people who had bad dealings with this Business will come out, and maybe spark the NC Attorney General to Investigate

August 26, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] AZ- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and are processing their cancellation as requested Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AR- [redacted] Dear Ms [redacted] : We received the customer’s complaint, and resolved the issue with them on the afternoon of August 22, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ September 9, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] Boyko TX-XXXXXXX Dear Ms [redacted] We have received the customer's complaint, and provide the following response On December 2, 2014, the customer opened a month warranty contract with our company, Rather than pay the full balance due of $698.40, the customer paid monthly, with an additional $fee per payment(Note: this does not change the fact that the contract cost is $698.40, and is still due to be paid) Per their plumbing claim, we processed the customer's reimbursement, as the customer did not wish the replacement faucet we offeredThe customer then cancelled her contract at the end of July, leaving a $balance owed for the Contract As we did not receive the full payment for the Contract, we cancelled the pending reimbursementIn response, the customer has threatened to and filed complaints of this nature, though the customer has received almost five times the amount she paid for the Contract in warranty coverage Sincerely, Carl [redacted] Escalated Special Handling

February 26, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NC- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and have called them to review the complaint They have received our offer and will call back to resolve the issue Sincerely, [redacted] Office of the President

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ July 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite [redacted] Chicago, IL XXXXX Re: [redacted] : [redacted] CA-XXXXXXX Dear Ms [redacted] We have received the customer's request, as well as the needed pricing information on the repair the day this complaint was filedThe repair has been approved If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX Sincerely, [redacted] Escalated Special Handling Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

September 26, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NV- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and we have approved the technician to provide the equipment and complete the repair Sincerely, [redacted] Office of the President

March 22, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NJ- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal and are providing the following responseThe customers accusation of being disingenuous, is blatantly false, as that is exactly what we were waiting for We have no way to force a technician to complete a repair any more than the customer does We have an agreement with the technician, and expect them to follow though, but if they decide not to, that is their prerogativeThe diagnoses from the last technician matches a prior diagnosis The possibility of a failure with the Evaporator coil is not new informationThe customer was never told that “the system was approved for replacement” The prior technician was looking to replace a compressor, and there were $in non covered costsThis is not, nor has ever been, a system replacementNow, the customer is looking for the current technician to perform what they believe the prior technician quoted, at the prior technician’s costs We do not blame the customer for the technician declining to perform the work, but the customer cannot hold us, or the new technician liable for the past technician’s failureSincerely, [redacted] Escalated Special Handling

Complaint: I am rejecting this response because: you send out a contractor the first time and they are clueless and don't fix the problemthen a 2nd time, then a 3rdit takes times before you fix anythingyes some claims have been fixed but it took plumbers back in the summer and your supervisor didn't want to do thatsaid I should expect the leaking sink the guy didn't fixthe roof guy took my moneyhe didn't even check the roof outI paid like for the warranty so if months are left you owe me something Sincerely, Jeff Naish

Complaint: [redacted] I am rejecting this response because: the cook top has still not been repairedThe parts may have been ordered, but the cook top is still not in working order Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Based on recent history not surprised by responseAgain, replacing only part of the problem and doing it with an inferior bottom of the line product/brand The HWA proposed solution would still leave us without functioning A/C In addition, dealing with customer service has been horrible Zero follow up and one robot after another with no concern about customer Let realtor know that she should be ashamed for suggesting HWA Sincerely, [redacted]

July 28, [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 We have contacted them directly, to expedite the issue, and are providing the requested cash out to address the failure Their payment is in process Sincerely, [redacted] Office of the President

January 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] GA- [redacted] Dear Ms [redacted] : As we have told the customer, we are responsible for our costs on a replacement system The customer is looking for us to pay the technician our cost on the repair, and then provide them a short-term loan to address their non-covered costs As we have explained to the customer, we will not do so The non-covered costs are not eligible under the contract and we would not pay them on the customer’s behalf Sincerely, [redacted] Office of the President

March 7, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : *** AL- Dear Ms [redacted] : We have received the customer’s inquiry and provided a technician to diagnose the plumbing failure in the home The issue is still being reviewed by the customer’s homeowners insurance, and we have assigned an additional technician to investigate the plumbing Sincerely, Carl [redacted] Office of the President

November 19, [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] :Per our Contract, section I.A.1:“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.”To define, per section I.B.11:““Service” or “Services” means the diagnosis and performance of the work, including parts and labor, to repair or replace any Covered System and Component that becomes inoperable due to a mechanical failure caused by routine wear and tear in accordance with the provisions set forth in this Contract.”Additionally, per section VII.I:“HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.”So, the customer’s statement that we are required to replace or upgrade her system is not correctThe customer also refers to the ban on Requipment, which does not go into effect until Rrefrigerant, as well as the units that use it, are still available and usedFinally, the customer claims that a technician in September overcharged their system with pounds of R We require that technicians ***ry insurance to address damage that may occur to a customer’s property during the course of a repairIf the customer wishes to file such a claim, that is their prerogative We will happily provide her the information if she wishes to file a claim, but per our Contract, section VII.Q:“HWA will not be the Authorized Repair Technician and HWA will not perform the Services hereunder HWA will only subcontract with Authorized Repair Technicians that meet its standards You agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.”We are not liable for the technician’s supposed error, nor the new charge for the new unit.Sincerely,***l [redacted] Escalated Special Handling

July 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response We are sorry the customer feels we have not provided adequate service, though they did renew their coverage for a second year We have received their request to cancel, 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;”), are providing the prorated refund of the unexpired term, less an administrative fee, and service costs incurred We will not refund their prior terms premium, any of the current terms premium from the expired term, or any paid trade fees Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: We have email correspondence and audio correspondence going back to May asking about this claim that they would not respond to until now all the while billing us knowing very well that if the claim was denied we were going to cancel the policy I was very vocal about this There is no excuse as to why it took 4-more billing cycles for a response We couldn't even get any returned phone calls before filling a Revdex.com complaint Also the closing information was botched and we have all the information regarding that to prove it as well From the get go the policy went in the wrong name Those facts are clear cut The fact that they won't even honor the cancellation back to May when we have email documentation just goes to show how shady this company is Sincerely, David [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , but have not received any phone calls from HWA, as the response claimsI am dissatisfied with the customer service I received, but appreciate the information on the claim being denied Sincerely, [redacted]

July 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and are waiting for his invoice for review Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 29, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and have processed the reimbursement for the remainder of the requested contract cap Sincerely, [redacted] DE Svcs HWA Claims Handling Manager