Home Warranty of America

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

July 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s message, and the additional check has been
processed Sincerely, *** *** Office of the President

October 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have spoken to the customer, requesting documentation from his
two technicians, to confirm their reported diagnosis, so we can send a second opinionThese documents can be sent to my email, ***@hwahomewarranty.com When the documentation is received, we can address their request for a second opinion Sincerely, *** *** DE Svcs HWA Claims Handling Manager

I accept the check for $to replace the hot water heater on my own.
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,
*** ***

Complaint: ***
I am rejecting this response because: The company's response still does not address the initial issue at allTheir definition of "modification" is not plausible at allAgain, there is nothing about this that requires a "modification"According to the HVAC Company (which they provided to us) this is simply part of the process of the installation of the replacement part, nothing more, nothing lessI also find that at no time was my wife and I even offered any additional type of "contract" by the real estate agent or this company requiring us to pay more for "coverage" that should already have been provided to us to begin withI will again offer a "reasonable" settlement, which is to pay for the additional coolant but HWA will cover and fix our A/C issue in it's entiretyI do not consider this resolved at all and will continue to pursue it through other legal forms if necessaryI guess the next step will be to file a complaint with the Missouri Attorney General's Office and the Missouri Real Estate Commission as these policies are mainly sold to new home purchasers via licensed real estate agents and agenciesAgain, the only ones being unreasonable here is HWA
Sincerely,
*** *** Jr

December 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry, and apologize
for any inconvenience in not providing the vendor’s invoice information and proof of payment We expect a technician that services a customer to provide them proof of repair, and do not issue the customer copies of the documentation provided to our office or copies of checks/money transfers to a vendor’s account The technician’s billed invoice #*** for $was paid on November 17, 2017, with check # *** Sincerely, *** *** Office of the President

November 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint and provide the following response
Per our contractual agreement with the customer, section III.A: “You or Your agent (including tenant if specifically authorized by the Home Owner) must notify HWA for Service Requests to be performed under this Contract as soon as the problem is discovered Section III.D: “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.” And 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 unknown…” As the customer states in their complaint, they did not call us when they found their kitchen sink clogged. They called their own plumber. The contract does not allow a customer to select their own technician, and when their technician cut the pipes, damaging the kitchen plumbing, they called us to take over the issue We decline their demand to reimburse them for the plumbing that their technician attempted to repair, and destroyed in the process Sincerely, *** *** Escalated Special Handling

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

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,
*** ***

June 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s rebuttal, have confirmed that he wishes the compressor replaced, and are attempting to expedite the repair Sincerely, *** *** DE Svcs HWA Claims Handling Manager

December 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s inquiry, and thank them
for their description As we advised the customer when we offered them the option to arrange their own technician, the warranty would provide reimbursement based on our costs of eligible equipment. So, per the technician’s invoice, the following items were referenced to change out the customer’s leaking 34-year-old water heater: Service charge Water heater Pan Drain line Ball valve Expansion tank T & P drain line Pan Gas valve Drip leg Smoke/COdetector Boiler drain Permit Per the warranty contract, the warranty addresses systems and components that have become inoperative, and does not address: Modifications to the property to install different equipment (VII.J) Holding or storage tanks (IV.B) Drain pans and lines (IV.B) Missing parts (VII.G) Items that have not failed (I.B.7) So contractually, we offered the customer $as our cost of a water heater, with installation, and permit. As a courtesy, we waived the trade service fee, offering that as an additional refund. We hope this is the clarification the customer was looking to receive Sincerely, *** *** Office of the President

August , *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OR-*** Dear Ms***: Our cost on a replacement coil is far less than our offer to resolve this issue. We are providing the customer $1,as a courtesy to address all aspects of this issue. We are not providing $1, Sincerely, *** *** Office of the President

December 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***(***) TX-*** Dear Ms***: We have received the customer’s complaint, and per their contract
section VI.C, the warranty excludes “Water lines and valve to ice maker”. As the technician has advised that the valve to the ice maker failed, that is why we are not addressing the repair Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because:I HAVE NOT RECEIVED ANY REFUND TODATE 3/15/I WILL RESPOND WHEN I RECEIVE THE REFUND
Sincerely,
*** ***

July 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WA-*** Dear Ms***: We have received the customer’s message, and the technician in
question never provided us a bill. Now that we have received the documentation, we have addressed the payment Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:The equipment was authorized and installed by HWA.If what they are now saying three months, and four "authorized" technicians latter is that they will not cover the repair they should have stated that the first time.I see that the Revdex.com will be unwilling to resolve my issue and therefore will have to seek relief through the court system.
Sincerely,
*** ***

September 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s complaint, and resolved the
issue as of September 10, Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:It is now Aug and my family and I are still in degree heatIt's not that difficult to figure out who told the technician and I the same thing, because all of your company calls are recordedYou can very easily go through the recorded calls
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,
*** ***

July 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and have addressed the
issue directly with the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager