Home Warranty of America

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** Andrillon GA-
Dear Ms***
On July 1, 2015, the customer filed the
following claim online:
"Covered Item Problem: Not Coming On At All
Has this item ever worked?: No
When did you first notice the problem?: About a week ago
Have you moved into the home?: Yes
When did you move into the home?: 05/23/
Q & A: Q: Please Tell Us Where The Fan Is Located A: Both
Q: Please tell us how many times this item has worked properly since the contract start dateA: Never
Problem Description: ceiling fan in formal living room has not turned on at all since we moved in
Another ceiling in upstairs bedroom is making noise and now when any lights are turned on or fan, it pops the circuit breaker loosing power on the entire second floor
Another ceiling fan in second room upstairs is making a lot of noise when it is turned on."
Though, per their statement, these fans never worked properly under the contract, we have contacted the customer and addressed the issue with them directly
Sincerely,
Carl ***
Escalated Special Handling
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response above in inaccurateWhen the claim was submitted online it only allowed for a few responsesOnce HWA contractor was sent to our residence, she found the ceiling fan in the formal living room (the only one listed as never working) was due to the remote controlIs now working properly - this fan is not included in my complaint - was resolved with contractor
The ceiling fans we referenced as part of the complaint were the listed above on the 2nd floor of the home in HWA's response that were making noise and that was blowing a circuit breaker when we turned the twitch onThe contractor for HWA indicated after inspecting both fans that the motors were going bad and they needed to be replacedShe indicated this on the invoice she left for us and was submitting to HWAThe contractor witnessed that both fans were functioning, just not correctly
I did speak to Carl September 3rd and agreed to the proposed claim settlement offerHowever,when I called to follow up on disbursement of the check Friday, September 11th the rep could not tell if it was being processed and said to allow 4-weeksI just want to make sure I receive the check/settlement before closing this complaint due to the issues we have had to trying to get this resolved
If HWA could call me when the settlement is processed with a check number and date of mailing, it would be greatly appreciated
Final Business Response /* (4000, 9, 2015/09/25) */
September 25,
Esther Beltran
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** Andrillon GA-
Dear Ms***
We have processed the agreed upon refund with the customer, as of our prior response
They can always reopen this complaint if the payment is not received by them in the next few weeks
Sincerely,
Carl ***
Escalated Special Handling

July 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s inquiry, and provide the following response
The AC claim in question was called in and filed by the customer on June 16, The technician diagnosed the customer’s system on June 21, We received the diagnosis on the June 23, 2017, and approved the replacement compressor on June 26, The customer did call us on June 21, 2017, June 22, 2017, June 23, 2017, as well as June 27, when they approved their portion of the costs to replace the compressor The replacement was approved and the unit was ordered on June 28, (to be shipped from the manufacturer, to the technician’s shop) As soon as the technician receives the part, we would expect it to be installed Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:I am not requesting a refund solely based on the lack of action when the claim was initially created, but also the closing of my claim without my knowledge or notification and also the two months of further inaction after a second technician had been assignedI think it is clear that the service I received was not what was promised to me or what is expected by other customers.If a full refund of $is unacceptable, I propose the following:In addition to the $buyout, I would be willing to accept a 30.75% (of months) refund of the contract due to the excessive delays in service to resolve this matter
Sincerely,
*** Smith

We have spoken to the customer today, and are providing a check for their washer replacement with them directly

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 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

March 7, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** VA-*** Dear Ms***: We have received the customer’s complaint and
are providing the following responseOn January 20, 2016, the customer filed the following online claim: “Covered Item Problem: Gas Furnace - usually located in a basement, attic, or closet When did you first notice the problem?: Two days ago Have you moved into the home?: Yes When did you move into the home?: 12/18/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: No Q: How many heating units do you have A: Two Q: Please tell us which part of the home is not heating A: Downstairs Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: So moved in this house on dec For last days it will either stop heating and temp goes down to Then it come on for minutes or soSometimes the thermostat will go blank and it will just cold air and we cant stop it. Its a gas furnace on the first floorThe one for upstairs is electric and works fine.” Per our agreement, we sent a technician, who advised us on January 22, 2016: “checked unit observed cycles unit working properlyadjusted fan speed recommended less restrictive filter.” Per our contract section III.E: “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is lessThe Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visitThe Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or deniedThe Trade Call Fee is due if you fail to be present at a scheduled time, or in the event you cancel a Service call at the time an Authorized Repair Technician is on the way to Your home or at Your homeFailure to pay the Trade Call Fee will result in suspension of coverage until such time as the proper Trade Call Fee is paidAt that time, coverage will be reinstated, but the Coverage Period will not be extended.” The customer paid his trade fee, and at that time the issue was resolvedOn February 15, 2016, the customer called stating that the unit was turning on and off againPer Contract section III.F: “If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of days on parts and days on labor.” We resent the technician who found no failure with the unit, thus it is not the ‘same issue’ and an additional fee is due, for the technician’s service. The customer is refusing to pay the fee, which per section III.E above, will suspend his account until the fee is paid Unfortunately, if there is an issue with the customer’s system, it is an intermittent problem, which may have to cause the system to become inoperative before the failure can be determinedThe customer wants the technician’s inspection of their system, which was still functioning properly at the time of service, for free Sincerely, *** *** Escalated Special Handling

February 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** KS-*** Dear Ms***: We have reviewed the customer’s complaint, and provide the following response
On January 23, 2017, at PM CST, the customer filed the following refrigerator claim online: “Covered Item Problem: Not Cooling Brand: *** Has this item ever worked?: Yes When did you first notice the problem?: Today Q & A: Q: Please tell us what type of refrigerator you have A: Freezer on the bottom Q: Please tell where the refrigerator is located A: Kitchen Problem Description: Refrigerator and Freezer are not cooling at safe levelsFreezer is barley at degrees and refrigerator is at *** elite French door refrigerator model *** serial ***” We immediately dispatched a service request to a local technician At 5:PM, the customer opened an online request that the claim be reassigned, as service could not be scheduled until Friday The following morning, at approximately 8:AM CST, the customer called our office, and again requested the claim be reassigned, which was done At 3:PM that afternoon, their online request was addressed, and she advised us that the tech that was reassigned could service the following day. She also requested that the repair be performed at that time, which we could in no way approve, as we had no diagnostic information, since the tech had not yet serviced the appliance On January 25, 2017, at 12:PM, the technician called and advised that the compressor seized on the unit, and advised us of the full diagnosis and cost breakdown of the repair. We sent the information for review At 3:PM, the customer called back, and was looking to expedite the claim. 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“ As the fastest way to resolve the issue, was to offer the customer a check for our cost of the repair(rather than wait for parts on a repairable unit), we calculated our cost on the repair, and approved the offer On January 26, at 9:AM, we offered the customer $489.69, which was our cost on the repair of her refrigerator. The customer complained, as this was not enough to replace her refrigerator, and accepted the offer The customer has now filed a public complaint, demanding a larger offer, and accusing us of ‘hiding behind our contract’. We have a contractual agreement with the customer, and have followed said contract. We are under no obligation to replace a unit that could have been repaired, and the only reason we did not do so, is that she was looking for resolution as quickly as possible Our offer, that was made to the customer and the customer accepted, is our only offer. The payment has been processed, and we consider this issue closed Sincerely, *** *** Escalated Special Handling

July 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s complaint, and the claim in
question has not been open months. We are sorry that the technician that was addressing this issue broke off communication a week ago, requiring us to send a new technician. We have received their diagnosis, and are moving foreward to address the issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response On August 28, 2017, the customer purchased a direct to consumer home warranty with our company, on a property that they closed on in July. (Note: they did not purchase the warranty at closing) On approximately October 14, 2017, per the customer’s verbal estimate, they started using their heat for the season. On October 28, 2017, the customer reported the heating unit for his main living area was not coming onPer contract, we assigned a technician to investigate the failure On October 30, 2017, the technician was onsite, and reported the following day that the gas valve shorted out. With that they found a substantial crack in the heat exchanger that would not have occurred in only two weeks use We are sorry that the customer referenced their home inspection, and a representative advised them to provide it to us. As this is a direct to consumer contract, it does not provide coverage for possible unknown pre-existing conditions, like a heat exchanger that was cracked prior to the coverage period start date As the mechanical failure could not have physically occurred in two weeks use, we would not address the cracked heat exchanger under the warranty. 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

July 18, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We thank the customer for the clarification and apologize for the confusion. Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and his claim was filed on the same day his
complaint was filed(The customer filed his HVAC claim on May 11, 2016.) His contract trade fee is $75.00, as it was on September 11, when his contract was written(That we raised the trade fee on his current contract is a statement.) We have no diagnosis, and have no information as to why he is demanding $1,We have no explanation why the customer chose to file this complaint before contacting my office or his sales representative (he is a real estate agent)We can only assume that he was confused about the changes in coverage that would go into effect for him in September, and complained prematurely Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WI-*** Dear Ms***: We have received the customer’s complaint, and resolved the issue
directly with the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

October 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: The customer’s complaint states that: “…the vendor
appliance broke the door to the dishwasherI am not asking them(meaning HWA) to repair the door and have relayed to them several times that I will handle that with the vendors insurance company however I am asking that they complete the work of making the dishwasher operational.” Per contract section VII.Q: “You 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.” So, HWA is not liable for the damage done to the unit, which is what is preventing the repair from being completed Additionally, per their desired settlement, the customer states that they want HWA to replace the unit, that they claim the technician brokeThis means that they are not looking for anyone to repair the door, especially the technician that should repair it if they broke it This issue should be addressed by the vendor that damaged the door or their insurance, and not replaced by the warranty Sincerely, *** *** DE Svcs HWA Claims Handling Manager

August 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Pearson AL-*** Dear Ms***: We received
the customer’s complaint and would like to respond accordingly. On the evening of July 5, 2016, the following AC claim was filed 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: Yes Q: Please Tell us the nature of the problem you are experiencing A: Other 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: More than Months Problem Description: Noticed it was getting hot in house. Outside unit running but inside unit not putting out cold air We immediately assigned a technician to diagnose the failure The following morning, the customer called, advising that the technician assigned was booked. Per contract section III.C: “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service (emergency usually considered to be loss of life or peril).” We immediately reassigned the claim to a technician that could service the following morning On July 7, 2016, the customer called us stating the technician had been out, and stated it was a fan issueThey claimed the technician said we would not pay for it We immediately called the technician to get a diagnosis, but could not reach them. Minutes later, the technician advised they were getting pricing, and would call back for approvalHours later, the customer called wanting to talk to a supervisor, stating the technician could not get throughWe called the technician, and spoke to their office, but received no diagnosis On the morning of July 8, 2016, the technician called us, and advised the customer’s blower motor failed due to wear. We approved the technician to replace the unit, and we were advised it would be done that day On July 12, 2016, the customer called, to again speak to a supervisorAt that time, they complained that the repair took a week to be completed, but the delay at that point was due to the motor not being immediately available Now, the customer’s statement is that she was without air for days, when the difference between us receiving the claim, to approving the repair, was less than days Per our 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 THE LOSS 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 ALL SUCH DAMAGES And per section VIII.A.7: “HWA will make commercially reasonable efforts to fulfill its obligations under this ContractCertain causes and events that are out of HWA’s reasonable control (“Force Majeure Events”) may result in HWA’s inability to perform under this ContractIf HWA is unable to perform its obligations, in whole or in part, due to a Force Majeure Event, then HWA’s obligations shall be suspended to the extent made necessary by such Force Majeure Event, and in no event shall HWA be liable to You for its failure to fulfill its obligations or for damages caused by any Force Majeure EventForce Majeure Events include, but are not limited to acts of God, fire, war, flood, earthquake, hurricanes, tornadoes, and other natural disasters, acts of terrorism, acts of any governmental authority, accidents, strikes, labor troubles, shortages in supply, changes in laws, rules or regulations of any governmental authority, and any other cause beyond HWA’s reasonable control.” We are not liable for the customer’s costs, due to their inability to use their Air conditioning, nor are we liable for any delay in the repair, due to the non availability of the motor Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

June 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s complaint, and provide the
following response On June 4, 2016, the customer reported a failure with his AC system On June 6, 2016, a technician determined that their was a failure with his evaporator coil, and blower motor on his year old system. (We were advised it is from 1980, and a brand new coil will not be compatible with the old condenser.) The customer was told that outdoor unit needed to be replaced, due to compatibility issues, which the warranty does not addressThe customer claims the technician did not look at his outside unit, and we are waiting for the diagnosis from the second opinion that was sent to re-evaluate the system Sincerely, *** *** DE Svcs HWA Claims Handling Manager

April 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We received the customer’s inquiry, and apologize
for any confusion, referencing the terms of the customer’s Heating & Cooling Repair & Maintenance Essentials PLUS Plan. Per our coverage Terms and Conditions: “Your Plan includes one (1) maintenance visit by an Authorized Repair Technician selected by Us during the initial Term (and each renewal Term) for each product or system designated on Your Coverage Plan Letter.” The plan does not include multiple cleanings of the customer’s HVAC system in a month We again apologize for any miscommunication, and the customer has requested all plan coverages be cancelled, which is in process Sincerely, Carl *** Office of the President

Initial Business Response /* (1000, 5, 2015/09/23) */
September 23,
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** Wilder TX-XXXXXXX
Dear Ms***
We have received the customer's complaint, and are
processing a payment for the remaining balance of their reimbursement, in the amount of
Sincerely,
Carl ***
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
HWA offered to replace my fridge or give us the buyout option. We chose the buyout option so we could pick a different brand of fridge than what was offered. I was told it would take 2-weeks to process our check
Sincerely,
Jennifer ***