Home Warranty of America

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

September 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** ***-SC-*** Dear Ms***: We received the
customer’s complaint, and though sorry for any delay that may have occurred, are not responsible for an incorrect part being provided by the tankless water heater manufacturer The repair was completed on September 16, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s inquiry, and apologize for any
delay in completing the repair. The customer’s repair requires a specific coil, to go in their *** system, and we have not been provided the information on the coil Per the technician, they are contacting *** today, and will provide the information needed to get the correct part Sincerely, *** *** Office of the President

August 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11610987: *** *** Dear Ms***: We have received the customer’s complaint and provide the
following response In January 2015, we replaced the customer’s cooktop under warranty, On February 3, 2015, we contacted the customer, who confirmed the unit was installed and working Almost months later(which was outside of the manufacturers warranty on the brand new unit), the customer called, stating that the unit had never worked properly, and the burner flame level was too low We assigned two technicians to diagnose the issue, and it seems that, though the unit is functioning, the burners that were originally provided by the manufacturer at delivery, are for a liquid propane gas application Though this was a manufacturers defect from the original delivery that no one realized, we can no longer address the issue with the manufacturer, and are attempting to get a quote on the conversion Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

November 20, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: ***: Sharpe
TX-***Dear Ms***:We have received the
customer’s complaint and
provide the following responsePer the washer claim, it would seem that the
customer is under the impression that we are hand writing a check and sending it to
her to address the cash out option on her washer. She accuses us of being wicked and spiteful This is
not the case. Like any business, it
takes time to process a refund to a customer.
We have explained how long the process will take, and are currently processing her payment.As to her dryer, she accuses
the initial technician of damaging her unit.
We offered her the technician’s insurance information, in order to file
a claim for a scratched and supposed drill holes on the inside door , or as a
courtesy, offered her $(this is beyond the repair by a second technician
which was approved) to address the damage, which she accepted. Please note, per the first technician, there
was no drilling. The holes were already
there to change the door swing as a temporary fix, which he was not allowed to
complete , and just needed to be resealed.To be clear, over the course
of the customer’s claims she has:Requested the initial vendor be reassigned two hours after the
claim was assigned, because they did not pick up the phone when she called
and she did not like how they sounded on their answering machine.Complained about the first vendor’s service, and cancelled it mid
repair.Demanded a new dryer, claiming that the holes that were supposedly
drilled would allow hot air to escape.Threatened to cancel her coverage, as well as report this issue to
the Attorney General, Revdex.com and others, claiming the technician was racially
biased.Disconnected calls, and been profane with the representatives that
were attempting to help her.We have provided the customer
options in reference to her washer and dryer, which she has acceptedThere is
nothing further to do in reference to this issueSincerely,Carl ***Escalated Special Handling

January 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s
inquiry and contacted them directly to address the issue. We apologize for any confusion with the resolution of their heating claim Sincerely, *** *** Office of the President

June 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AL-*** Dear Ms***: We have received the customer’s rebuttal, and provide the following response It would appear that the customer is focusing on his HVAC claims. To address in detail: On June 12, 2015, the customer opened a month contract with our company On June 23, 2015, (after moving into the property days earlier) they reported their AC unit not cooling. Per Contract, a technician was sent, to diagnose. They found the unit low on refrigerant, and no leaks in the system Approximately a month later, the customer reported the unit not cooling againThe technician was sent back to re-evaluate the issue, with no service fee due. The technician found that the compressor had failed, which was replaced under warranty On February 11, 2016, The customer reported a healing failure. A technician was sent, who found a leaking core valve. The valve was repaired, the system was recharged, and dye was added to the system to look for additional leaks. (The customer is classifying this as the second AC claim. We addressed our cost for refrigerant and the valve repair.) Then in late May, the customer reported that the AC was not cooling. The technician suspected a leak, and we looking to address the suspected failure under contract Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: The only receipt on file is from the customer’s father’s company. As stated, “We have no second receipt that the customer claims to have provided.” The customer is also trying to blame us for damages that she claims were caused by the technician which she is fully aware, by her review of our coverage, that we are not liable for We have assigned a second opinion to get the diagnosis needed to resolve this issueOnce we have that information, we can determine if the claim is covered The alleged ‘log’ history of delaying claims, is not an honest assessment Sincerely, *** *** Office of the President

September 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have
received the customer’s complaint, and their replacement was completed last Friday We apologize for the delay but we would not reimburse the access costs paid to the technician, nor the cost of the contract that replaced the customer’s HVAC system Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Initial Business Response /* (1000, 5, 2015/09/29) */
September 29,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94569660: *** NM-XXXXXX
Dear *** ***
The customer filed the following online claim
on July 21, 2015:
"Covered Item Problem: BuiWall Unit
When did you first notice the problem?: Today
Q & A: Q: Has the air conditioner ever worked properly for you A: Yes
Q: Please Tell us the nature of the problem you are experiencing A: Outside unit is not coming on
Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems
Q: Have you had maintenance performed on the system A: No
Q: How many units do you have A: One
Q: Please tell us which part of the home is not cooling A: Entire House
Q: Please tell us how long the unit has been running properly for this seasonA: Day
Problem Description: the central air is not turning onAll the Honeywell screens are blank"
Per Contract, we sent a technician to service the issueThe technician advised (also per online report) on July 25, 2015, that he addressed a blown fuse, and verified that the zone system was correctly programmed
On August 2, 2015, the customer reported that the unit was not cooling properlyWe resent the Technician, but they did not respond, so we sent a second opinion at no cost to the customerThey advised that zone controller had failed, and needed to be replacedThe system also needed to be correctly wired, as the first technician wired one zone directly to the furnacePer section V.B of the Contract, the warranty excludes:
"Electronic, computerized, and manual systems management and zone controllers."
We do apologize that the initial technician did not address the core problem with the customer's systemWe are addressing that with the technician directlyUnfortunately, as the Zone Controller is not eligible for coverage under the contract, we would not be able to address the repair
The customer has stopped making the payments for the coverage and is cancelling the Contract
Sincerely,
Carl ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their original tech rewired my AC so only one zone was workingI understand what is not covered but the actions of the orginal tech is causing more money out of pocket than what should of been causedIf the tech would of addressed the issue right away or informed me of the issue then it would of been a non issueHe decided on his own accord to alter my wiring and screw up my system worse

Complaint: ***
I am rejecting this response because: This is not true My complaint was not addressed days prior to May I did not receive any kind of response from HWA until May I was told on that date that my claim had finally been approved Prior to that, the only interaction I had with this company is as stated in the original complaint Although my water heater is finally going to be fixed on the afternoon of June 2017, I still believe that weeks (or days) is a long time to wait to have your leaking hot water heater fixed
Sincerely,
*** ***

October 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** ID-*** Dear Ms***: 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” The customer already approved the $charge for Duct modifications, Flue modifications , Electric modifications, Gas modifications, & Disposal Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:Before we purchased the property at *** E ***, Jefferson City, Mothe realtor assured us that any appliances, AC, water heater, etcnot in working order would be covered by HWAFrankly we made a decision to purchase this property based on this information
Sincerely,
*** ***

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: thank you for your detailed rebuttal, however, I'm in no way asking you to cover any gutters or downspouts I never asked for that either and those are words you are adding to my claim to get out of the contract that you so clearly referenced I am asking you to cover the drainage pipe that runs under the foundation of my house Nowhere in the contract does it preclude this In fact, it specifically covers it in the words you quoted from the contract If you were making an argument that you should cover the drainage under the contract then I accept I can not find reference to downspout or gutters anywhere in the contract so please stop using those words since they do not pertain to this contractual dispute
Sincerely,
*** ***

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

March 28, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** SC- Dear Ms***: We received the customer’s inquiry, and provide
the following response We do not dispute the technician’s diagnosis that person or persons unknown found the defrost board failure in the unit, and rather than replace the defective part, bypassed it, allowing the unit to work around the failed part. This is an improper Repair, and is excluded per contract The customer contacted our office days later, requesting a second opinion. A second opinion would find the same issue (i.ea bypassed non-functional defrost board), and would just cost an additional fee We apologize that a representative with our company suggested a second opinion at no fee to the customer, which the warranty would not provide Sincerely, Carl *** Office of the President

September 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have received the customer’s inquiry, and thank him for the
information provided We have contacted the technician, and the customer, confirming and explaining the correct cost. We are moving forward with the replacement Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: I have not be given a reason for the delay or the lies told to me
Sincerely,
*** ***

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