Home Warranty of America

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 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s inquiry, and have addressed the is*** directly
with the customer Sincerely, *** *** Office of the President

August 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** SC-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response. On the morning of August 9, 2017, the customer reported a plumbing leak, with water showing up in their hall/garagePer our agreement, we immediately assigned a local technician to service Approximately minutes later, the customer called back, advising that the assigned technician could not service until the following Monday, due to a full scheduleAt that time, as a courtesy to the customer, we allowed them to contact their own vendor, requesting that the technician call with diagnosis, at time of service Later that afternoon, the technician called our office, and advised that a second floor bathroom toilet gasket dried up and wore out. He was charging $for a toilet rebuildWe requested his paid invoice, to confirm the work was done, to the customer’s satisfaction On August 15, 2017, we received the customer’s invoice, and processed a refund for $85.00, which was the cost of the repair, less their trade service fee The following day we called the customer, and advised that we were providing an $refund in four to six weeks, which he accepted Five days later, the customer called our office, upset that she had to wait four to six weeks for her $refund. We advised that was an approximate time window, and the customer advised she would file this complaint We have processed their refund and apologize for any inconvenience the delay may cause the customer Sincerely, *** *** Office of the President

June 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We are sorry the customer feels that this is the case, but they are entitled to their opinion. If they can substantiate a mechanical failure with the system, we will gladly review any documentation from a licensed technician they are willing to provide Sincerely, *** *** 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
Sincerely,
*** ***

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

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

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 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

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

January 19, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AZ-Dear Ms***: We have received the customer’s complaint
and are providing the following responseOn December 30, 2015, The technician who diagnosed the failure with the customer’s water heater reported their findings to our office. Included with their diagnosis to replace the water heater, were non-covered modifications to the customers piping, to accommodate the new unit Per the customer’s 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.” Per the technician, the replacement water heater required pipe modifications to the fresh water line, the temperature and pressure line, and the line for their circulating pump. She was advised of these charges, which included an explanation that this was not for a replacement pump, on December 30, 2015, and approved the costs the same day, again with clarification that it was for modifications of the line to the pump and not the pump itself. (The customer was advised that the pump is still eligible under the warranty when she approved the non covered costs) Thus, the $that she is demanding was for pipe modifications for her circulating pump, which was a non-covered cost that she approved and paid, and not a replacement pump. We decline her demand to reimburse Sincerely, Carl *** Escalated Special Handling

December 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WI-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response We are sorry that the customer has had such a poor experience with the technician’s that have been assigned to the claims at his property, and due to this fact, has decided to go outside of our contractual coverage to arrange technicians to address the failures at their property. Per our warranty contract, section III.A & III.D, “You or Your agent (including tenant if specifically authorized by the Home Owner) must notify HWA for Service Requests to be performed under this Contract as soon as the problem is discovered.” & “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.” As a courtesy to the customer, we have offered a reimbursement of our eligible cost of the plumbing repair, which we would have paid to the technician had the customer advised us of the issue. As to the other issue, the warranty does not cover storm damage to windows, under our roof leak coverage. We apologize that we don’t address storm damage and would suggest the customer contact their homeowners insurance Sincerely, *** *** Office of the President

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

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

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

October 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***-*** VA-*** Dear Ms***: We have received the customer’s inquiry, and have resolved
the issue them directly as of October 19, 2017. We are waiting for their invoice, to provide reimbursement for the eligible portion of the repair 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 ***

March 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: The customer can reopen this complaint whenever they feel it is necessary. There is no reason for the customer to leave the complaint open, when we are sending them the check they have requested. If they do not receive it in a few weeks, they can always reopen the issue Sincerely, *** *** Escalated Special Handling

June 3, *** *** 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 On May 30, 2016, at 9:PM CST the customer opened an AC claim online with our companyPer Contract, we immediately assigned a technician to address the issue On the evening of May 31, 2016, we received the diagnosis from the technician of a bad compressor and fan motor. At that time we were looking to approve the compressor and fan motor replacement, based on the customer’s approval of the Non covered coats On June 1, 2016, having realized the customer had a year old system, we determined that the customer would have been better served by a condenser replacementWe requested the costs for the replacement from the technician On June 2, 2016, we received the quote to replace the condenser. As the unit is years old, the inside unit, which has not failed, would need to be upgraded to work with the new system, which is not covered under contractThe customer was quoted the non-covered costs to replace the coil, and has refused to address them. We offered to provide a check for our costs on the replacement, which is $1,006.00, which the customer has also refused Per their desired settlement, the customer is placing her own family at risk, and incurring additional costs, by choosing to not have us address the replacementPer our III.C of the contract: “HWA™ has the sole and absolute right to select the Service Provider to perform the service; and HWA™ will not reimburse for services performed without its prior approval.” We have not lied to the customer, and would have the technician address the replacement, if the customer approves the non covered costsIf the customer addresses the repair outside of the warranty, we will not reimburse them for the costs incurred outside of the warranty Sincerely, *** *** DE Svcs HWA Claims Handling Manager

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,
*** ***