Home Warranty of America

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

December 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s inquiry, and contacted then
to apologize for the misinformationWe have approved the needed repair, and are refunding the additional fee charged Sincerely, *** *** Office of the President

July 7, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have been trying to reach out to the technician, who told us they were at the property on June 30, 2016. We are sending a different technician to evaluate, to get this issue resolved Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s inquiry, and addressed the
issue with them directly We apologize for any inconvenience caused by this issue Sincerely, *** *** Office of the President

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

March 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** MO-*** Dear Ms***: We received the customer’s inquiry, and have contacted
them directly to settle the matter Sincerely, Carl *** Office of the President

August 10, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Herchock OK*** Dear Ms***: We have received the customer’s complaint and provide the
following response On July 9, 2013, the customer opened a month contract with our companyAfter this initial month term, they have been renewing their contract in august, and paying for the coverage monthly In May 2015, the customer called to open a claim on a pool issue, but at that time realized they did not have coverage for their pool In August 2015, the customer added the additional coverage for pool spa to their contract, when they chose to renew their contract, at a cost of $ On May 27, 2016, the customer opened a claim on their pool. We contacted a number of technicians to service the customer’s issue, and even gave them the option to contact their own technician to address the issue, which they still may do. We just require the technician to contact us with a diagnosis, prior to doing any work, so we know what is going on, and can properly address reimbursement The contract does not provide for the cancellation of aspects of the coverage, or any reimbursement beyond a prorated refund of the contract term, less fees upon cancellation If the customer wishes to cancel the contract, that is their prerogative. If they wish us to assign a technician and not provide their own for the pool claim, that is also possible. Unfortunately, we will not provide a refund for optional coverage purchased a year ago Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

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

April 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** FL-*** Dear Ms***: We have received the customer’s
complaint and with their assistance arranged a technician to Service their Septic Tank Pumping IssueSincerely, *** *** Escalated Special Handling

July 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: As we stated: The equipment was not installed by HWA. 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.” Nor are we waiting to reach the end of the contract If the customer claims that the technician made an error, he can address that with the technician, or their insurance provider. We are not liable for their supposed negligence, or other conduct Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: Home Warranty of America stating that they will contact me as soon as possible means absolutely nothingI have given up all hopeI am just assuming at this point that the desired outcome will never be reachedIf they really wanted to close this claim as soon as possible they would have just paid to replace the dishwasher after the third time a technician came out to the house and said he couldn't fix it
Sincerely,
*** ***

September 7, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and are contacting him
directly to review the issue Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: My agent, the person who sold me the contract did NOT return my call and I have a time stamped response from the HWA claim agent dated April 9th 8:53am CST, that was the following dayThe business response was factually inaccurate, they did NOT have agents working on that Saturday and the women my wife eventually spoke too, was a service for realtors and stated that she was in a movie theater and her cell phone rang.
Sincerely,
*** ***

July 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We received the customer’s inquiry, and the requested repair was completed
Sincerely, *** *** Office of the President

December 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AZ *** Dear Ms***: We received the customer’s complaint, and contacted him the following
day to resolve this issue. He threatened litigation and disconnected the call Sincerely, *** *** Escalated Special Handling

December 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s complaint, and provide the
following response On August 19, 2016, the customer opened a warranty contract with our company On September 27, 2016, they filed a claim, stating that they had noticed a roof leak in two bathrooms during hard rainfall. We assigned a technician who advised that shingles were blown off/missing in the area, with a missing ice/water shield. Per our contract, section VII.F, the warranty does no address missing partsThe customer advised that she wished to cancel the contractPer our contract section VIII.E: “If You have paid in full for the term and You cancel this Contract before the end of the term and You have received Service, You shall be entitled to a pro rata refund of the amount paid by You for the unexpired term less a cancellation fee of the lesser of $or 10% of the Contract fee (unless otherwise required by state law) and less any actual Service costs incurred by HWA” Thus, the customer’s refund is in process for $503.08, which is her prorated refund Sincerely, *** *** Escalated Special Handling

January 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and approved the required
repair/replacement as of yesterday The customer is contacting the technician for the requested cost breakdown, which we would expect them to provide Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because:HWA responsible for making the dishwasher operational the door has nothing to do with whether or not the dishwasher is in working condition they should send someone to fix the control board and I will handle the situation with the door with the vendors insuranceI would also like to speak to someone regarding the rudeness and the threats from the managers that handle the phone calls this email does not satisfy me being that no one from the company has called me however I am continuing to do my research until I reach the right person to let them know that this is unacceptable and that they are responsible for making sure this dishwasher is in operational condition they are confusing themselves saying that they are not responsible and I should go through the vendors Insurance to fix the door which I agree but at what point are they going to address the fact that since the claim has been filed this dishwasher has not been in a working condition and they have sent three vendors for second and third opinions again this has nothing to do with the door so I wish they would stop speaking of the door and talk to me about what is going to be done to get the dishwasher working or replaced
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The issue has not been resolved. It is on-going. The $has been resolved and HWA has acknowledged this was their error. I have filed a claim but the technician you have assigned still has not been in touch and it is end of the day. I will not consider this matter closed until my claim has been fully processed. It is still pending as I still haven't received an appointment for the service call to fix my leak per the warranty. I have provided your representative with a copy of the Home Inspection as requested but I still haven't heard from the technician. The issue is still pending.
Sincerely,
*** ***

October 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We received the customer’s complaint, and provide the following
response The day after the customer moved into the property, they determined a failure with the water heater. Per the diagnosis from the technician, the 15-year old electric water heater had no power. Per a second opinion, after power was restored, the unit was leaking The warranty is addressing the replacement at a cost of $645.00. Per 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.” And per section VII.N: “HWA is not responsible for removal and hauling away of old equipment or appliancesWhere available, you may choose to pay an additional fee by the service vendor for removal and/or disposal of an old system, component or appliance.” The warranty will approve the replacement unit, if the customer approves the non covered costs to modify their *** to install the unit. Otherwise, we will provide the customer a check for $for our cost for the replacement heater and labor Sincerely, *** *** DE Svcs HWA Claims Handling Manager