Home Warranty of America

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

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

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

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 ***

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

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

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

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

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

May 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s rebuttal and are providing the following responseThe customer’s insistence that the unit was in proper working order is not in dispute. We were addressing the replacement. They were dissatisfied with our offer, replaced the unit on their own, and wanted a larger reimbursement This is what was explained to the *** ***, and what we explained hereWe will make no further offer in reference to the customer’s unfounded demandSincerely, *** *** DE Svcs HWA Claims Handling Manager

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

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

June 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and per the information provided, the
repair has been approved, and the technician is waiting for the customer to schedule Sincerely, *** *** Office of the President

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

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 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

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,
*** ***

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

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

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,
*** ***