Home Warranty of America

December 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** Dear Ms***: We are sincerely sorry for the delays in completing the customer’s
replacement. We have received their invoice, and are providing reimbursement for the cost of their repair Sincerely, *** *** Office of the President

October 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We received the
customer’s complaint and provide the following response, to his unfounded accusation of breach of contract Per contract section I.A.1: “During the Covera** Period, HWA’s™ sole responsibility will be to arran** 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.” The warranty sent a technician to address a reported failure with the customer’s vent hood, that he claimed, never worked properly under contractThey did not advise us of a failure with the unit, but stated that the customer’s hood was under warranty with the manufacturer Per contract section VII.M: “HWA will not be responsible for repairs of systems or components arising from a manufacturer’s defect or recall or while still under manufacturer’s or distributor’s warranties.” When the customer confirmed the unit was in proper working order, and that the initial technician was wrong about the warranty, we contacted them to **t the diagnosis of unit failureWhen this wasn’t received, we offered a second opinion The second opinion provided a diagnosis, but could not **t the needed parts, so the unit could not be repairedPer contract VII.I: “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replacedParts and replacements will be of similar or equivalent quality and efficiency to those being replaced subject to all other provisions, limitations and exclusions in this ContractWhere replacement equipment of identical dimensions is not readily available, HWA is responsible for providing installation of similar quality equipment but not for the cost of construction or carpentry made necessary by different dimensionsHWA is not responsible for upgrade or matching color or brand.” We offered a replacement unit, which the customer accepted, then determined it was the wrong type. We offered the correct type, but the customer states it is too lar**The unit the customer wants, is not readily available. Per section VII.O: “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.” We have offered the customer a check on our cost of the replacement and installation, which is allowed per contract. The customer is demanding a unit that is not readily available, or the retail cost of the unit, which is not. We decline the customer’s demand Sincerely, *** *** Claims Special Handling

July 14, *** *** 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 June 22, 2016: At approximately 10:AM CST, the customer called our office and filed a claim, stating that their Air conditioner was not cooling At approximately 1:PM CST, the customer called and asked about A/C coverage if the unit is too small for home and needs to be replaced. They were advised that the warranty replaces what is there, and only addresses mechanical failures At approximately 2:PM CST, the customer called and asked for a supervisor, disputing the trade fee that was paid and the technician’s diagnosis. We called the technician to get the diagnosis (as it had not yet been provided), and they explained the warranty service to the customer. He still wanted to speak to a supervisor At approximately 2:PM CST, the customer advised that the technician came out the same day, and advised there was no mechanical failure with the customer’s AC, but the unit is too small to cool the homeThe supervisor advised based on that info the claim would be rejected due to sec 7/J HWA is not liable for repairs related to adequacy or capacity of appliances, components, or systemsAt that time the customer’s wife stated a representative was rude to her and wanted reimbursementWe accepted the customer’s complaint, offering to investigate the situation, but offered no reimbursementThe customer then stated since we don’t want to cover any of his claims he wanted to cancel and will be sending him email request to do so On June 24, the customer posted the following review: “I am a disabled veteran and the people that work for this company have no respect or integrityWe had a warranty with them for less than years, in that time we paid over $to the company, filed about claims with them, and only had issue fully resolvedIn response to our question we were told to read the contract in detailWhich is difficult to understand and followI will not recommend this company, nor will I ever do business with them again.” We responded to the complaint with the following: “Mr *** complaint is based upon his 7th claim with our company, which was that his HVAC system was not cooling very wellPer the technician's diagnosis, the unit is cooling properly but it is too small for the propertyThe warranty addresses mechanical failures, and would not change out a unit that a) has not failed & b) was not properly sized for the propertyThe customer wants us to replace their working undersized system, which we would not doThis in no way equates to a lack of respect or a lack of integrity.” The customer now states he did not want a new unit, and it seems that he and his wife were just looking for some other reimbursement from the contract. They are unhappy with our hold times, believe our representatives to be rude, abrasive and unclear (as well as disrespectful and lacking integrity). They feel our contract , which they have paid less than $for months, should cover their AC unit that was installed undersized for their home Finally, they are looking for a refund for a contract that they have had for four months, and paid for four months. Per our contract, the customer would be entitled to a pro-rated refund, less administrative and service fees As the customer has paid for months and cancelled with less than a week remaining in the fourth month, there is no unused portion to return. The customer is not entitled to a contract refund Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 9, Lucille *** 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 Six days before the customer’s warranty contract expired in September 2015, they reported the following pool claim online: “Covered Item Problem: Outdoor Motor Is Not Coming On Has this item ever worked?: Yes When did you first notice the problem?: Yesterday Q & A: Q: Please tell us what type of pool you have A: In-Ground Problem Description: Heating until is leaking water.” Per contract, we sent a technician to diagnose the reported leakage The following day, the technician reported that the heater was cracked and leaking. Per their statement, they only repair heaters, and this one needed to be replaced. To address the issue, we assigned a second opinion The second opinion diagnosed the same failure, and quoted a cost of $to replace the unit. The replacement was approved Months later, we were advised that the repair was never done. We called the technician, and were advised that an appointment was scheduled Per the customer, the appointment was not kept. We called the technician but they were no longer available We offered the customer the quoted cost of the repair, but they refused. Our only option was to send a third opinion The technician reported that the pool heater was not leaking, as someone had re-plumbed the pool, bypassing the heater. The technician could not diagnose a failure, except by the customer’s statement, that the heater had never worked (which was not what we were told when the claim was filed) As we cannot have a technician diagnose the unit that has been improperly tampered with, all we can and will offer is the replacement cost we were quoted Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

September 13, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Woods NM-*** Dear Ms***: We have
received most of the technician’s diagnosis, and are moving forward with the needed repair We will call the customer, as soon as we have the full information Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

June 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AR-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On the evening of June 14, 2016, the customer filed the following claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: No Problem Description: I just bought the house a few months goHeat seemed to work fineHowever, I tried to turn the air conditioning on tonight but the fan to the unit will not come onBlower seems to work fineI have a contractor presently at the house doing some remodelingHe said, he can fix it but to call HWA firstI can't get through to you guys on the telephoneThe contractor said, you can call him and he will explain what is going on with the unitIf that is not protocol then, I can be reached at the number givenOtherwise, the contractor's name is… “ The claim was not processed based on a lack of information received. We called the customer the following day, to confirm the information provided, but there was no answer, and no voicemail We received a message from the customer on June 20, called them back and processed the claim Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** SC-*** Dear Ms***: As stated, the cooktop repair was approved, and the vendor paid on April 28, The customer seems fully aware that the parts are coming and the repair is in process We would suggest that they address the remainder of the repair with the technician that is performing the repair and has been paid to complete the task, contacting us directly is the technician does not do so Sincerely, *** *** Escalated Special Handling

July 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: The customer should have their claim invoices, contract, as well as documentation from the technicians that serviced his unit We have referenced the contract, explaining the reason for the charge Technicians call our office and provide verbal diagnoses of what they find at the customer’s property, which we note on a customer’s account It would appear that the customer is alleging that we are “NOT honoring the contract”, without providing any of the support that they are insisting we provide Sincerely, *** *** Office of the President

August 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AR-*** Dear Ms***: We have received the customer’s complaint and the technician
has the equipment needed to complete the repair There have been scheduling difficulties between the customer and the technician, to complete the repair. The repair is scheduled for August 15, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

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

August 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s complaint and as a courtesy, are
processing the reimbursement Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 26, *** *** 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 has had our warranty contract since August 26, 2014, and has prior to December 20, 2016, had filed a single claim on their downstairs heating unit, which was addressed by the cleaning of a temperature sensor. On December 20, 2016, the customer opened a claim online, for his Heating: “Covered Item Problem: Gas Furnace - usually located in a basement, attic, or closet When did you first notice the problem?: Today Q & A: Q: Has the Heating System Ever Worked Properly A: Yes Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Will Not Come On Q: Have you had maintenance performed on the system A: Yes Q: How many heating units do you have A: Two Q: Please tell us which part of the home is not heating A: Upstairs Q: Please tell us how long the unit has been running properly for this seasonA: 3-Days Problem Description: We haven't needed to turn the heat on upstairs until this weekThis happened last year.” A work order was automatically sent to a technician, who inspected the year old air handler, and after trying to find a replacement heat kit, which had burnt out, determined that the air handler needed to be replaced We determined the costs that were eligible under contract, and the costs that were not, and contacted the customer for their approval. The customer has refused to approve their portion of the costs. We explained the coverage to them (the contract reference for the covered and non-covered items), and that the non-covered costs were quoted by the technician, but all the customer’s wife advised was that her husband was a lawyer and that we should cover more. At this point, we offered the customer a cashout option to resolve the issue, but they did not accept, stating they would call back, and filed this complaint Per our contract, which the customer should have in their possession: Section V.C: “Except as noted above or when optional coverage is purchased with this Contract, 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 equipmentNOTE: HWA will pay up to $ per pound for the cost for refrigerant for authorized repairsYou are responsible for payment of any costs in excess of $ per pound.” So, any additional Freon costs above $per pound, as well as modifications to the plenums or line sets, would be the customer’s cost, which the technician quoted at $1, 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,...” The secondary drain pan needed for the customer’s application, is not there and needs to be added. The technician’s cost for this part and in installation of the part is $ This is why the customer’s costs on the installation were $1,275.00. Also, per our contract: Section VII.O: “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA ’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.” This is why we offered our cost on the covered items: Labor, disposal, recovery, refrigerant (at $per pound), air handler, heat kit, TXV and drier, of $ The customer is free to contact me directly, to review this information, and advise of which option they would prefer Sincerely, *** *** Escalated Special Handling

July 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Morton TX-*** Dear Ms***: We have received the customer’s complaint, and have assigned a
technician to diagnose the issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Re: ***: *** TN-Dear MsGarcia: We have received the customer’s complaint, and provide the following responseIn late 2014, the customer’s HVAC system went out, and was replaced under ContractAt that time, the customer expressed concerns that the unit was not properly
sealed, so the technician returned and sealed the unit at no costApproximately a year later, the customer reported water and debris build up where the system attaches to the homePer the technician, the duct settled normally and there is no mechanical failure with the systemThey offered the customer a quote to reinstall the duct, but could not guarantee that the duct will not settle againThe customer claims that “that they didn't connect it correctly the first time.” and “They are responsible and they need to fix it.” The ‘they’ in question refers to the technician (We assume that the customer’s only complaint about us and this issue, is we are not sending the technician back again to perform a repair under contract, because per the technician, the unit is still functioning properlyThe customer provides no support for their allegation that it was not fixed properly. We would request that the customer provide such support, such as an invoice from a licensed technician, stating the specific failures with the installReceiving that, the customer can address the issue directly with the technician as, per Contract section VII.Q: “HWA will not be the Authorized Repair Technician and HWA will not perform the Services hereunderHWA will only subcontract with Authorized Repair Technicians that meet its standardsYou 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.” Sincerely, Carl *** Escalated Special Handling

Initial Business Response /* (1000, 6, 2015/06/30) */
June 30,
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** ***: MI-XXXXXXX
Dear Revdex.com:
We received the customer's complaint and would like to respond
accordinglyOn June 14, 2015, Direct Energy offered *** *** a "trial' twelve month protection plan Contract at no cost to the customerWe are sorry *** could not get through on our fully functional phone lines, but as it seems that she does not want our trial plan for this property, we will gladly cancel the free Coverage
If you should have any questions or concerns I can be reached at XXX-XXX-XXXX
Sincerely,
Carl Hewelt
Escalated Special Handling
Initial Consumer Rebuttal /* (2000, 8, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept they cancel this free contractBut I also want *** informed that my husband *** *** did not authorize anyone on June 14, 2015, from Direct Energy to send a "trial' twelve month protection plan Contract at no cost to the customerMy husband and I were out of town and have proof we were not home to answer any phone calls because we were on vacationThank you Revdex.com for all your help and in resolving this issue

December 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s complaint, and contacted the technician
directly to approve the replacement Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because:The claim was indeed filed by meLike I said in my original complaint the reason this companys contract is of no value to me is because the end result of the claim that filed....I was told to " fine a company that will service me, pay for it, and then send the bill to the WarrantyReally?? The Warrty company knows that they don't owe anyone in my caseIt's just a stalling tactic to keep my money in their bank account that's unexceptionable!!
Sincerely,
*** ***

August 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: The customer is requesting a full refund of their contract cost,
after we addressed an approximately $repair on their Air conditioning As we told them, we are not liable for the delay, and we will not refund their contract cost Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX- *** Dear Ms***: It appears that the customer is again addressing his position, which is that the warranty should address some type of reimbursement for the damage caused by his washing machine, and replace said unit, based on the fact that any repair will eventually fail. He wants the warranty to guarantee that a repair done to his washing machine will make sure the machine never leaks again Per our prior response, we are not liable for damage cause by appliances, nor are we liable for the intermittent problem that he claims the technician did not address. So we will not reimburse the $1,he paid for a deductible, nor will we replace a repairable unit to prevent a future failure Additionally, per our system notes, as of the last conversation with our office, the customer did not accept the buyout, stating he would get back to us. We will process his payment, based on his statement here Sincerely, *** *** Office of the President

Revdex.com: With hesitation.
I have reviewed the response made by the business in reference to complaint ID 11681400, and find that this resolution is satisfactory to me
Sincerely,
Duretha ***