Home Warranty of America

December 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** (***) TX-*** Dear Ms***: We have received the customer’s complaint, an
apologize for any inconvenience the customer has experienced On November 13, 2017, we approved the technician to complete the dryer repair requested by the customer On November 23, 2017, (Thanksgiving Day), the customer states he left a message advising that the dryer was not working. Oh holidays, we have an after-hours number for emergency service. It would appear that the customer’s message, if received, was taken by our service, but not acknowledged as an emergency We have sent a second opinion to evaluate the issue reported by the customer Sincerely, *** *** Office of the President

November 13, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611*** *** *** *** *** ***
We have received the
customer’s rebuttal and our providing the following response.When we directly quoted the
customer, that was based on a review of his phone call. So, the customer’s claim that he never said
that the softener never worked is itself,
untrue.The customer was offered a
cash out, based on his technicians diagnosis, when we offered him the ability
to get his own technician. But as
stated, he declined and we provided a technician to address the issueThe complaints filed by other
individuals have no bearing on the customer’s water softener that never worked
under the contract.Nor does a sarcastic comment
in reference to the cost of the contract.
We received a similar vitriolic letter from the customer’s spouse, and
neither that letter nor this rebuttal, will change our position that the unit,
that was never tested and never worked properly, will not be covered under the
ContractSincerely,*** ***Escalated Special Handling

September 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and have addressed
the issue with them directly. We are waiting for their return call, with a choice of options Sincerely, *** *** Office of the President

November 20, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re:***: *** IL-***Dear Ms***:We have received the customer’s
complaint, and
provide the following responseThe customer is referring to
two separate, but related issues. The
customer reported a furnace that never worked properly on October 16, 2015,
which after diagnosis from a technician and a review of the customer’s
inspection, was confirmed to be covered under the Contract. The repair was approved on November 2, 2015.On November 13, 2015, the
customer advised of a number of issues with the gas lines to the homeWe immediately
attempted to address the issue, sent a technician to diagnose the issue, and
approved the repairThe customer wishes us to not
only approve the eligible costs related to the failure, but is requesting other
costs that may have been incurred by the loss of use of the gas lines in the
house. Per Contract section VII.H:“HWA IS NOT LIABLE FOR
INDIRECT, CONSEQUENTIAL OR ECONOMIC DAMAGES FOR LOSS OR DAMAGES TO ANY PERSON
OR PROPERTY ARISING FROM THELOSS OF USE OR THE INABILITY
TO USE THE EQUIPMENT TO THE EXTENT SUCH MAY BE DISCLAIMED BY LAW, AND YOU
EXPRESSLY WAIVE THE RIGHT TO ALLSUCH DAMAGES.”We deny the customers request
for reimbursement for room and board, in reference to the occurrence of leaking
gas lines in their homeSincerely,*** ***Escalated Special Handling

January 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MI-*** Dear Ms***: We have received the customer’s complaint, and are sorry that he incorrectly
feels we are a scam The date issue was caused, when we were advised by a third party that his contract started four days after his closing. The customer noticed the leak when he moved in, but that was before the contract start date. We fixed the issue, when he provided his settlement statement showing the correct start date We have approved the repair in question to his furnace, but would not address the secondary damage caused by the leak in his roof that needs to be replaced. Sincerely, *** *** Escalated Special Handling

December 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have proof that the payment was made to the technician, and provided reference to such. We acknowledge that nothing we will do will prove to customer that such a payment was made. (Note: the customer has already stated that even if we provide proof, they believe it is false.) We apologize, but we are not going to pay $twice. Once to the vendor and once to the customer Sincerely, *** *** Office of the President

February 2, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Trevino IL-*** Dear Ms*** We have reviewed the customer’s complaint, and apologize for the
miscommunication between our office and the customer. It would seem that they called with a water heater failure on Friday afternoon. We assigned a technician, and when they could not service, we offered them the option of getting their own technician. We required that the technician call our office with a diagnosis prior to performing any work, and are still waiting to hear from the technician. (It would seem that the customer just decided to have the unit repaired. This is not eligible, but we will gladly review their invoice, if they provide it to our office) Sincerely, Carl *** Escalated Special Handling

Complaint: ***
I am rejecting this response because: I was not willing to use their service in fear that the same issues would continue to occur over and over again I am just done with them and will never pay for their service again
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/12) */
October 12,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94573136: Falcone NC XXXXXXX
Dear Ms***
We have received the customer's complaint,
and provide the following response
On July 20, 2015, Ms *** upgraded her DE Plumbing repair and maintenance Protection Plan, and paid $for the coverage
The same day, a plumber was sent to her home, to address her Plumbing maintenanceThe cost of the service was $(Please note, we were not advised of this cost at this timeWhen we were, it was entered on our system, and the customer's reimbursement was processed.)
Ten days later, the customer contacted us, advising that the coverage was too costly, and she cancelled the planPer our contract, Section XII:
"If You have paid in full for the Term and You cancel this Contract before the end of the Term and You have received "Maintenance" or "Repair" services (including any replacement credit), You shall be entitled to a pro rata refund of the amount paid by You for the unexpired Term less any service/credit costs incurred by Us."
As the customer only had the contract for days, we did not charge her for the month's proration, only for the $service cost incurred
We are sorry that the customer has been made upset by our process of refunding the remaining balance of her contract, but that does not entitle her to punitive damages
Sincerely,
Carl ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I selected No because I of the pwindow that appears when I select Yes that says that by selecting Yes I am saying that I am completely satisfiedI am Not completely satisfied but have No further recourse in this disputeThis company HWA most likely was in compliance with the agreement I signedI did not read the fine print and so HWA probably had every right to hold my $for two months! Isn't it odd that the credit to my credit card came days after I contacted the credit card company and the Revdex.comAnd why was I strung along for two months each time I called to ask when I would get may refund? I was told it was going to be mailed to meNot True! I was told I would receive a credit to my credit card by the end of SeptemberNot True! I am so so so glad that I cancelled the HWA contract and will never do business with HWA ever again! I will at every available opportunity communicate my most unpleasant experience with HWA and urge friends and relatives to Not Do Business with HWA!!!
Thank you Revdex.com for handling this situation for me!
Final Business Response /* (4000, 9, 2015/10/27) */
October 27,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94573136: Falcone NC XXXXXXX
Dear Ms***
We have received the customer's rebuttal, and provide the following response
Standard procedure is to mail a customer's funds back to them, but in the case of a credit card payment, it can be re-creditedIf a representative told her she was getting a check, we apologize
We are not responsible for any processing delays from a third party (i.ethe credit card company)
The customer's refund was in process prior to October 6, 2015, so this complaint or her call to her credit card company did nothing to change the processing of her refund
We are sorry this has caused the customer has such negative feelings toward our company, though they admit that we followed our agreement with her
We hope she is more satisfied with her future warranty needs
Sincerely,
Carl ***
Escalated Special Handling

Complaint: ***
I am rejecting this response because: This company is the poster child for "Unfair or Deceptive Insurance Claim Practices" and violates "Bad Faith" insurance laws Good faith insurers look for and find ways to accept and pay claims properly and promptlyBad faith insurers look for and find ways to not pay, delay, diminish, disapprove and deny payment of claims It took HWA 1/months to do anything at all to resolve this claim during most of which time, I had no air conditioning at all But thank you, Mr*** for confirming for me and in writing that Home Warranty of America, Inc blatantly engages in Bad Faith and Deceptive Practices I engaged in a very lengthy (line by line q&a) of this policy with *** ***, Team Lead / Account Manager on August 24, in order to decide whether to upgrade the policy that my real estate agent had purchased for me on the date of closing I specifically asked about exclusions and the implications of language within the contract that would seem to indicate that HWA could use any excuse it chose to come up with to deny a claim or not perform adequate repairs With regard to the air conditioning unit I was specifically (on point) advised that if the central air conditioner compressor failed that it WOULD BE upgraded to a ***.Clearly, then, based on Mr ***'s response, Bad Faith and Deceptive Practices has been their intention all along.Apparently HWA in general and Mr*** personally needs to be taken to school to learn that language and interpretations that fail to live up to, conform or comply to industry standards are an act of bad faith, not just against their customers, but in this case, against the entire planet.Production of Rhas been discontinued Existing and reclaimed Rcan still be used, but even this is referred to as a "loophole" by reputable technicians and most do not ***e to step through it Legislation requires a drastic reduction of Rconsumption Rdepletes the ozone layer and has been ordered to be reduced by the EPA By their handling of this claim, HWA necessitated, perpetrated and encouraged and facilitated aproximately 30% higher use of Rby their vendors Air conditioning manufacturers have standardized on ***. Since new air conditioning equipment is being produced using ***.The owner of the company that finally "fixed" my compressor told me that he did inform HWA that the entire unit should be upgraded and replaced with an *** unit, but the Rreplacement was the decision of HWA, and this is an act of Bad Faith
Sincerely,
*** ***

August 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s inquiry, and provide the following
response On July 18, 2017, we were advised that the customer’s evaporator coil was leaking in their AC unit, due to wear. Per contract section 1.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, including break downs due to insufficient maintenance if at the time the issue or break down was unknown.” Unfortunately, there are certain non-covered modifications and upgrades are needed to address the completion of his repair, as quoted by the technician. They are: The additional cost to add insulation to the refrigerant lines, which is excluded from contractual coverageThe additional cost to add float switches and a pan, which the customer does not have in his existing system Modifying the existing lines. (which is excluded per contract section VII.I.) Additional refrigerant needed to complete the repair (the warranty only addresses a portion of the refrigerant cost, per contract section V.C) The customer also has the option, to accept our cost on the replacement coil (per section VII.O) The customer has refused these options, and states we need to ‘uphold our obligations’ (which we are), or they will file suit. It is the customer’s choice to take legal action, if they prefer to do so, and we will address their suit, if/when it is filed Sincerely, *** *** Office of the President

September 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: The customer made an arrangement with our office on August 26, 2016, and are processing his reimbursement We consider this matter closed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

March 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s
complaint and provide the following responseThe customer is referencing two claims, and rather than address the specifics of the coverage, is claiming ‘deceptive advertising’. The claims are as follows: On December 24, 2014, the customer filed the following claim online, in reference to a water softener: “Covered Item Problem: Other Has this item ever worked?: No When did you first notice the problem?: About a week ago Problem Description: I am not sure if it is working or notWe had a water analysis performed not knowing if we had oneThe vendor stated the water was extremely hard inside (post treatment)I felt like a snake oil salesman was speaking to me howeverI am willing to pay the trade call to have someone I can trust and is knowedgeable come out and check it out, repair if requireI have loaded it with SaltIt is a *** ***One of the dials does appear cracked.” Our contract excludes Water Softeners, but allows for a $cap for components and parts. The customer did not even know if there was a problem with the unit, so we referred a technician, to see if there was a problemThe technician, that was referred declined to service the area. The second technician that accepted the job, then declined, stating they do not repair, only install. The customer angrily cancelled the third technician while on the way to his home, so as a courtesy, we allowed them to get their own technician, waiving the trade service fee The customer’s technician advised that sediment and the recent drought had caused to softener to failPer our contract section ‘1.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, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.” Settlement build up and a drought that caused a softener to fail would not be examples of wear and tear failuresThe second claim was for his well pump, stating the unit had no pressure and water was trickling to his homeA technician was assigned, who advised that the customer’s well pump was working properly, to take the water from the well to a pressure tank for the home A secondary(or booster) pump was being used to provide water from the pressure tank to the home. This pump was not working properly As the well pump had not become inoperative, there was nothing to addressThe customer references the Merriam-*** definition of ‘pump’. It is defined as “a device for raising, moving, or compressing liquids or gases” In the contractual context, well pump coverage addresses the pump that moves water from the well, i.ethe submersible pump The secondary pump does not remove water from the well, and is not a component or part of the well pumpSincerely, *** *** Escalated Special Handling

June 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: File Number: *** *** FL-*** Dear Ms***, We received the customer’s rebuttal and provide the following response There is no ‘bluff’ involved here, unless it is on the customer’s part, and if the customer received no service visit, I have no problem providing his refund, as he is entitled to it If the customer received a service call, they should not get a full refund, and that service call should be paid. That is in no way a scam. That is paying for services received Sincerely, *** *** Escalated Special Handling

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,
*** ***

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,
*** **

August 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MD-*** Dear Ms***: We did advise the customer what we stated, and we did provide the full contract refund We consider this issue closed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

January 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***(Calvert) TN-*** Dear Ms***: We have received our customer’s inquiry,
and are sorry for the delays in completing the repair As we were advised by the technician on January 11, 2018, the required heat kit is on back order from the manufacturer. Unfortunately, the warranty is not liable for the part being on back order (as a shortage in supply), nor are we liable for damages caused to the customer’s property, due to freezing (caused by the inability to use the heat). We have contacted the customer, offering her a check for our quoted cost on the repair, and are waiting for her response 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
HWA has resolved the issue satisfactoryThanks for your time. Sent from my iPhone
Sincerely,
*** ***e

March 14, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC- Dear Ms***: We have received the customer’s inquiry in
multiple departments, and have assigned a second opinion to confirm the failure the customer is reporting with the unit. When their diagnosis is received, we will resolve the situation with the customer Sincerely, Carl *** Office of the President