Home Warranty of America

March 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry and it would
seem that upon move in to their property there was an issue with their electric water heater’s power supplyWe assigned technician to address the issue, and were under the impression that it was addressed, but apparently there were additional problems We have had a technician replace the breakers a second time, and hope that has addressed the issue. If this is not the case, we have contacted the customer, and are waiting for their responseWe apologize for the situation and any delay that may have been caused Sincerely, *** *** Office of the President

March 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s
complaint and spoke to them directly in reference to the complaint, the day after it was filed. They are having the technician contact us, or are providing the requested cost breakdown from the technicianSincerely, *** *** Escalated Special Handling

HWA has satisfactorily responded to my complaintThank You
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,
*** ***

March 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We are fully aware of the customer’s dispute, and have provided them the refund as allowed per contract. We have paid out funds on the customer’s behalf, and decline to provide them the additional funds they are requesting Sincerely, *** *** Office of the President

August 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint and, to our knowledge, a
technician has diagnosed the plumbing failure as of yesterday We are currently trying to get the diagnosis to address the issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

October 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and addressed the issue
with them the day the complaint was filed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and their repair was
approved. We were advised that it was completed on July 14, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

August 15, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Herchock OK-*** Dear Ms***: We have received the customer’s rebuttal and provide the following response The customer called and spoke about the pool in 2015, and were advised they did not have coverageIf that detail becomes an issue, the call can easily be reviewed As we stated, “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.” We would assume the customer would want a licensed and bonded technician. If they wish us to provide one, as we offered, we will do so The customer states they are out the cost of the pool coverage. They still have the coverage. Again, as we stated, if the customer is cancelling their contract, we will process the cancellation. Or, if they wish us to provide a pool technician we will. We will continue to collect for the coverage that the customer has requested. We cannot cancel an aspect of the contract outside of renewal, so we cannot remove the optional coverage, unless the customer wishes to cancel the contract Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

November *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: On November 23, 2016, the customer provided our office the following e-mail:
“HWA: From this point forward all communication with this company will be handled in writing due to possible forthcoming legal issues I have spoken today with *** HVAC concerning their most recent visit to my residence at … on November 18thIn fact I have spoken with the exact service technician who visited my residence and diagnosed the most recent issue with our A/C unitAccording to him, our unit must have a new coil to operate properly as there is major leakage of coolant within our systemAlso, according to him, sheet metal, wires, drainage (which is already there) must be replaced as well in order for our unit to in fact, run properlyTwice today I have been told by HWA representatives that only the coil will be covered and everything else associated with this is a “modification”Replacing what is already there is not in any wildly stretched definition a “modification”, it is a replacementDuring my phone conversations with HWA I have asked twice to talk directly to a supervisor (told both times that this was not possible), and/or whoever is in charge of making coverage decisions (again, told not possible)Incidentally, the additional charges not covered as given to me by HWA did not seem to match the figures given to me to do this work by the HVAC company (HWA’s were higher), which would indicate that perhaps there is some additional fraudulent charges being attempted to be passed on to me as well hereInteresting……… I have also been told that my only other option is a “buy-out” and that I would receive an e-mail with details of this option sent to meI am still waiting for an e-mail for this (not another phone call) Here is what I expect in a nutshell from HWA with this claim: The coil and any and all parts associated with the installation of this coil covered in fullAgain, these are not “modifications” but simply part of the installation processIn return, I will cover the cost of the new coolant (Freon) at the price quoted to me from the HVAC company If this is not forthcoming, then I will be turning this matter over to an attorney for redress as well as the Missouri Attorney General’s Office, the StLouis Revdex.com, the Missouri Real-Estate Commission (for allowing warranties like these to be sold via licensed real estate agents), as well as our local media outlets I will await your reply I provided the following response, to provide the information requested and address his threat “Dear Mr***, I have received your request, and will provide what you are requesting As you state the technician reported a failure with a refrigerant leak in your coil. The warranty is providing a replacement coil to address the failure, the labor to install the coil, with torch costs and refrigerant recovery, as included in your contract. Unfortunately, the coil is not like a motor or capacitor, that can just be plugged into the systemAdjustment needs to be made to the pipes, lines and metalwork around the coil in your home, to accommodate the new equipment. Plus the additional cost of refrigerant. 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 warranty will not pay to modify your home to accommodate the replacement coil The quoted costs for these modifications were provided to us by new systems on November 23, We do not collect these costs, and have nothing to do with their calculation. Your implication that we are raising the costs to our advantage is incorrectIf the technician has provided you a different quote for these costs, I will gladly review it with them Per contract section VII.O, we are allowed to offer our cost on the installation, as a cash out, which would be $ Should you wish to carry out your numerous threats, we will address your legal threats with the appropriate counterclaims for fees and advise the various government agencies, Revdex.com and media of our contractually supported position Sincerely,” Hence, we decline the customer’s demand, and have responded properly to said demand, not with threats but a reasonable response to threats made by the customer As the customer has declined our only offer, we consider this issue closed Sincerely, *** ***
Escalated Special Handling

August 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re* ***: *** TX-*** Dear Ms***: Per our Warranty agreement, 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, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknownComponents shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date“ Per the diagnosis received from the technician, the pipe and pan in question did not break due to wear(and not recently per signs of rust from the safety pan, and secondary drain pan, which has been draining rusty water since before the property closed.). As the damage was not due to wear, we would not address the coil replacement Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

June 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We are sending the customer the advised payment. We are not contractually obligated to send them a confirmation email regarding payout approval and a timetable of arrival, nor are we obligated to send them a written response to a verbal inquiry We are sorry the customer feels that the lack of a written response to verbal inquiry is non-professional We consider this matter closed Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: The unit did workI moved into the house in NOvember, and used the diswasher weekly for months with no issueI don't know who said it didn't work, because it was not me nor my motherThe person I dealt with was condescending and rudeIt was unbelievable, reallyI've had other issues in the house in the past year, and didn't even bother using the warranty because it was plain they had no intention on honoring it anywayIt's an awful company with awful employees, and I hope one day they will be forced out of business with a class action suit and a fraud conviction for whomever is responsible
Sincerely,
*** ***

July 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: As we have stated, there was a lapse in coverage, the unit was not in proper working order on the coverage period start date, and we are not moving forward with this repair/replacement Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:As stated, the plenum is included and it was properly installedIt passed the inspections and code requirementsThe stated coverage also covers improper maintenance and it was not known at the time of the failureI submit that it could have been wear and tear since it was properly installed and passed all required inspectionsPlease refund my money for the plenum as requestedEdward P Pena
Sincerely,
Edward ***

Initial Business Response /* (1000, 5, 2015/10/12) */
October 12,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL XXXXX
Re: *** *** IL-XXXXXXX
Dear Ms***
We have received the customer's complaint, and
per their request, their refund is being expedited to them
Sincerely,
*** ***
Escalated Special Handling

August 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s inquiry, and provide the following
response On July 21, 2017, the customer went online and processed the following claim: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday 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: Everything is on and running but we are getting very little cooling Q: Please tell us how the air conditioner worked for you previous to this problem A: Did not cool very well Q: Have you had maintenance performed on the system A: Yes 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: About Month Problem Description: Check up was done before I bought tbe house about months ago.” A benefit of the warranty is access to an experienced, licensed local technician from our nationwide networkIn the customer’s case, we assigned a technician, who reported that the ‘Outside condenser was not running, the suction gauge port was smashed, there are no caps on service ports and the system was not blowing cold air.’ Per our contract, 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, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknownComponents shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date” We requested the customer’s inspection, and reviewed the documentation. We also confirmed the technician’s diagnosis, clarifying their statement that the service suction valve had been physically damaged, to the extent that service valves could not be placed on the unit Home Warranty of America (HWA) knows that purchasing a home can be a stressful experienceFor most people, buying a home is usually the single biggest purchase that they will ever makeOur home warranties offer some assistance with controlling the costs associated with appliance or system breakdowns Our contract requires that eligible systems and components experience mechanical failure due to wear The existing failure was not caused by wear and tear. We apologize for any inconvenience this issue may have caused the customer Sincerely, *** *** Office of the President

November 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: As stated to the customer, and on a similar complaint:
“Per our agreement with the customer, “HWA’s™ sole responsibility will be to arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.” On the morning of September 30, 2017(7:AM), the customer filed an online claim with the statement that his basement was currently flooding. We immediately assigned a technician to service the customer’s reported issue, which is our contractual obligation to the customer We are in no way responsible for a technician’s delay in service, or for damage to the customer’s property caused by flooding, due to the failure of their sump pump. Per Contract section III.C: “In emergency situations (emergency usually considered to be loss of life or peril) HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service.” This was done, but could not address a flood that had already occurred As a courtesy to the customer, we have offered $to put towards their deductible for the damageThis is not because we are responsible for the flooding, (as we are not contractually liable for damage to the customer’s property due to appliance and system failure) but as a gesture to help address the issue.” There is nothing further we will do to address non covered damages to the customer’s property Sincerely, *** *** Office of the President

November 25, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: ***: ***
TX-1033931Dear Ms***:We have received the
customer’s rebuttal and provide the
following responseWe are sorry the customer
feels that our response is not accurate.
I have presented the issue per the information provided to us by her and
the technicians, and it is as it occurred.The fact that she has gone
through my entire response attempting to refute every aspect of the information
provided to us and that we provided does
not alter our initial statement:”We have provided the
customer options in reference to her washer and dryer, which she has accepted
There is nothing further to do in reference to this issue“Sincerely,Carl ***Escalated Special Handling

MONDAY is not a resolutionThat will be DAYS AFTER the claim was FILEDToday has been days with awful customer service, assurances of people reaching out to us (NEVER happenhad to reach out to THEM on all occasions except for today, the 3rd day of me sending messages to them on facebook) I finally just today received an email responding to my initial email on the 16thI don't care who they call to get out to fix it but it needs to get done TODAYI am not putting my pets and family through sweltering heat another dayThis is absolutely ridiculous that it has been this long and we are STILL waiting on a solutionSaying the "parts are on their way" for over a week is not reassuring and I am incredibly angry that we put our money into a company that claims immediate supportThey were great two years ago but I am so regretting renewing our warranty right now
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

August 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have received the customer’s complaint and provide the
following response On January 14, 2016, the customer filed the following claim online: Covered Item Problem: Not Cleaning Brand: *** Has this item ever worked?: Yes When did you first notice the problem?: Two Weeks Ago Q & A: Q: Please tell us how many times this item has worked properly since the contract start date A: More Than Five Times Problem Description: The dishwasher worked properly when we moved into our houseWe had no issues with it until a few weeks ago when we noticed it was not cleaning our dishesWe have tried a different detergent and have added a rinsing agent but it has not changed the problemWe also found one of the rack posts had rusted and fell off in the washer*** quiet partner series Model # *** Serial # *** Per our contractual agreement, a technician was assigned to diagnose the unit. We received no additional information from the customer or technician On February 23, 2016, the customer e-mailed our office advising that they were having an additional issue with the unit. We contacted the initial technician and were advised by the technician that there was no mechanical failure with the dishwasherWe called the customer, to get further information about the existing problem, but could leave no message On June 22, 2016, the customer e-mailed our office again, stating the unit was “still not cleaning”. The customer insisted that this issue had been going on since January, and as a courtesy, we waived the trade fee, and assigned a second opinion. On July 1, the technician changed out a malfunctioning water valve, and found no other failures with the unit Two weeks later, the customer again called stating the unit was not cleaning properly. Between July 25, 2016-August 2,2016, the customer was sending daily correspondence insisting that the unit needed to be replaced. The technician declined to return to the customer’s home, due to repeated requests that he tell us to replace the unit Per contract, section VII.I, “HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.” Per all the information we have received, the unit is functioning properly, and has not become inoperative, as required per contractWe decline to replace the customer’s unit, or pay them an arbitrary amount of reimbursement, with out a diagnosis that supports that result Sincerely, *** *** DE Svcs HWA Claims Handling Manager