Home Warranty of America

January 15, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] WI- Dear Ms [redacted] : We have received our former customer’s inquiry, and provide the following response On October 16, 2016, the customer opened a month warranty with our company On May 18, 2017, the following claim was placed online: “Covered Item Problem: Free Standing Range/Oven/Cooktop (Gas) Brand: Samsung Has this item ever worked?: Yes When did you first notice the problem?: More than one month ago Q & A: Q: Please describe the problem A: Display issues 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 display only works intermittentlySometimes vibration from opening and closing the oven door will cause the display to begin working again, but usually only for a few seconds.” Per our contractual agreement with the customer, we assigned a technician to diagnose the failure with the system Four months later, the customer called back, to reopen the claim, stating the unit was having the same issue Per our contractual agreement with the customer, we assigned a technician to diagnose the failure with the system On November 6, 2017, we were advised that the customer had not heard from the technician We called the technician, who had some information on the needed repair, and was still researching the issue On November 7, 2017, the technician advised they were going to the property Additionally, the customer’s contract expired As they had reported this issue prior to expiration, the warranty would address the reported issue On November 8, 2017, the tech diagnosed the unit failures, and found two parts that needed to be replaced On November 9, 2017, we confirmed that the parts could be repaired, and arranged for them to be shipped to a repair service On November 10, 2017, we advised the technician of the process On November 13, 2017, we requested the technician confirm the part numbers of the parts needed On November 14, 2017, the technician gave us the correct part numbersAlso, the customer requested a cash out on the cost of the repair, as allowed per contract We quoted the customer our cost on the repair ($250.00), and he stated he wanted us to continue with the repair of the unit On November 15, 2017, we ordered the parts, and then the customer called, requesting the cash out, instead of the repair On November 16, 2017, we processed the check, sending the payment to the customer On November 28, 2017, the customer called, requesting an additional cash out, stating that the unit was now showing a new error code We advised that the contract had expired, and we could not open a new claim, or reopen the prior claim with a new issue The customer advised he would contact the Revdex.com On December 5, 2017, the customer called to negotiate a full contract refund, rather than the $he had previously accepted and received On December 8, 2017, the customer spoke to my office, wanting a full refund and threatening legal action Per his desired settlement: The warranty has fulfilled our obligation to the customer by assigning a technician to service their range, and at the customer's request providing them a check for our cost on the repairThe customer has received compensation, in the form of a check, that they accepted to address the repairThe warranty will not provide and additional $(which would be a full refund of the contract coverage) on a contract that has expired We consider the matter closed Sincerely, Carl [redacted] Office of the President

December 5, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Carrino MO- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and contacted them directly to address the issue Sincerely, [redacted] Escalated Special Handling

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10947230, and find that this resolution is satisfactory to me if the check is for the full amount of $ Sincerely, Mary ***

September 6, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response Per the customer’s statement, they have been paying their funds, through automatic payment, to our company since February 1, Prior to that point, they provided payment information, so the payment could be taken on a monthly basis, when this contract was created online Upon the initial payment, we provided the customer a copy of their contract, electronically to the customer’s provided e-mail , and by regular mailIt is also available online at our website for the customer’s convenience The customer did not contact us to file a claim at the time of their furnace failure, and the contract requires that we be contacted, to send and approve the technician We will not file a claim for a unit that the customer already replaced, nor are we liable for reimbursing them for a furnace purchased outside the warranty and without our approval Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

March 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] SC [redacted] Dear Ms [redacted] : We provided the check as agreed, and when advised of an incorrect address, reprocessed the paymentThe check is currently on route to the customer, assuming they have not received it by nowSincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because:How do we further escalate this issue? I'm not asking to replace a part that is not faulty I'm asking to replace a part that is faulty and could lead to mechanical failure Sincerely, [redacted]

July 26, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : The warranty will not replace or upgrade equipment that has not failed The customer’s argument that we need to upgrade his equipment for the system to work is not correct The condenser needs to be upgraded, but it has not failed As our contract states, we are addressing/upgrading his failed air handler, but not the condenser The referenced modification coverage does not include a replacement condenser Sincerely, [redacted] Office of the President

June 29, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response On the evening of May 25, 2016, the customer filed the following claim online: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: Yes Q: Please tell us how the heat worked for you A: No Problems 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: 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: Never Problem Description: We bought the house in December Today is the first day we tried to cool our house It is not cooling or bringing the temperature down The claim stopped based on the information received We called them the following day, to confirm the information provided, but there was no answer, and no voicemail.” Per our agreement, we assigned a technician to diagnose the issue The customer called the following day, stating the technician could not service for two weeksWe reassigned the claim to a technician that could service the following day On May 27, 2016, the technician reported the unit was empty of Freon, and thought there was a leak in the coil He could not confirm the specific location or cause of failure, and had no time to address the claim We attempted to send another technician to determine the failure, and if it was eligible under the contract, but the customer replaced the system outside the warrantyPer our contract, 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.” Since the unit never worked properly under contract, and we could not determine the specifics of the failure before the customer replaced the system, we will not reimburse for their HVAC replacementAs a courtesy, we will provide a full refund of their contract cost, upon receipt of their written request to cancel the contract Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

June 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response On May 21, 2017, the customer reported a failure with her AC system She noticed said failure two weeks prior Per our agreement, we assigned the claim to a local technician to diagnose the failure On May 24, 2017, the technician visited the customer’s property, and found multiple leaks in the evaporator coil and condenser On May 30, 2017, we were advised of the technician’s diagnosis, and approved the options of replacement, or cash out on our cost of the replacement On May 31, 2017, we called the customer, and provided their options The customer approved the non-covered costs, and we ordered the equipment to be shipped to the technician’s shop Almost two weeks later, we followed up on the replacement, and were advised by the technician that the equipment never arrived, and the manufacturer cancelled the order, claiming they called the technician and he did not respond Per our contract 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 Event(s)”) 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 performed our duties under the contract, and cannot be held responsible for a failure on the part of a third party The equipment was received and installed on June 26, The customer has requested to cancel their coverage Sincerely, [redacted] Office of the President

June 16, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] WA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response We have received the customer’s technician’s quote on the replacement of the failed Condenser, and are wanting to providing her a refund for the technician’s quoted cost on the failed part, less her required trade service feeShe wants a written request that we will provide a refund, and will not approve us providing the refund, until she receives the written statement We hope that this will fulfil her request Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 25, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We have received the customer’s request, and approved the water heater replacement on October 25, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

March 14, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and apologize for the delay in processing their heating claim, Between March 12, at 9:AM, and March 12, at 4:PM We were advised, incorrectly, that a fee on another claim had not been paid We have been advised that the issue has been resolved Sincerely, [redacted] Office of the President

May 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CT- [redacted] Dear Ms [redacted] : As has been explained to the customer previously, the green plus option in his contract addresses only the following items, Per section V.K of the contract: “If a covered appliance (limited to Dishwasher, Refrigerator, Clothes Washer), Heating System (limited to Furnace), or Water Heater breaks down .” This coverage is limited to Furnaces, and does not apply to his newly purchased heat pump systemWe have made the customer the offer that has been presented, and that is the only offer that will be made Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

April 26, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] :Enfinger LA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and this issue was resolved directly with the customer, approximately a week ago Sincerely, Carl [redacted] Escalated Special Handling

September 27, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and sent a second technician to re-evaluate the customer’s unit They have provided a diagnosis, and we have left a message with the customer, to discuss the completion of the repair Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: the warranty company should have written their contract to be more specific about pre-existing condition or should be responsible to cover the claim (how would any homeowner can verify that coil - which is an internal part of the AC unit has started rusting / deteriorating?)They should be more explicit in the contract and upfront during the sales process which trying to sell the policy...else cover the cost Sincerely, [redacted] ***

July 26, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and the failure was addressed shortly after this claim was filed Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] - [redacted]

June 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint We have provided the washer, and processed the requested refund To explain the service fee, per contract section III.E: “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less.” If the technician’s service fee is $100.00, that should be the cost paid If it is costs less to address the service, the customer should pay less We expect technician’s we send to charge appropriately, and if the customer advises that they do not, we address with them directly Sincerely, [redacted] Office of the President

Complaint: I am rejecting this response because: The service contractor called today at 1:09pm and left a messageAs per my previous message, he had not called before (as indicated in the phone records I provided) I have called the contractor back and the call is sent directly to voicemail I am unable to schedule an appointment at this time Sincerely, Laura [redacted]