Home Warranty of America

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: This is again a statement on the companies behalf. I told the rep that I wanted to *** my policy on the very first phone call made. If the call was recorded they will be able to play it back to hear exactly what I was told when I said I wanted to *** the policy because I would not be able to use it. I was told that I could not *** within the first days as it was in my contract. I waited the days like I was told I had to do to *** the policy and was then told there was a fee. I would like my full refund of $funded to me in a timely fashion of 3-business days. The money would not have been charged to my account had the policy been ***ed on the first request like I asked
Since***,
*** ***

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:M y contract clearly stated water heater was covered for sediment build up which I proved to contractor He continuously argued with me He did not deserve any payment for doing no work Also they never even looked at my other leaking faucetsThis service is no service, contractor told me even before entering house that "they would not replace my water heater" they being HWA How would he know that? unless he was instructed to say that from HWA? totally a *** I want a full refund there was no service whatsoever to my home A real business would stand by their customer service not enforce stupid contract rules and receive horrible customer reviews No wonder this company has so many customer complaints on the Revdex.com website, Because they are a ***
Sincerely,
*** ***

December 10, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: 10983655:*** IN 954389Dear Ms***:We have received the
customer’s complaint, and provide
the following response.In November 2014, Ms*** called our company to schedule her annual
maintenance. At that time, she
complained that her payment was taken out causing an overdraft and wanted the
automatic withdrawal stopped. At that
time she was given the contact information for the department that would
address that concern, and was advised to call them directly to make the
arrangementThis was not done by the customerSo, this year, when the
automatic payment was scheduled to occur, it happened as normal. When the customer requested cancellation on the
day of renewal, we processed it and returned her monies in full as of December
7, 2015. We will not pay for penalties
charged by her financial institutionSincerely,Carl ***Escalated Special Handling

June 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: We have received the customer’s complaint, and we have resolved the situation
with them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager

December 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: Per a report provided to our office by ** ***, the only failure with the customer’s laundry system is that the washer is larger than the dryer, which is causing the customer to overload and overwork the dryer with every load Rather than providing a diagnosis of failure from another technician, the customer is threatening legal action Clearly, this implies that there is no failure with their existing unit, and the customer wishes to receive over $1,for a new unit, while their existing dryer is still working to the best of its ability We decline their demand Sincerely, *** *** Escalated Special Handling

April 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We received the customer’s inquiry, and apologize for
any frustration they may have endured in the resolution of this claim. We have spoken to the customer directly, and resolved the issue Sincerely, Carl *** 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 rebuttal, have confirmed that he wishes the compressor replaced, and are attempting to expedite the repair Sincerely, *** *** DE Svcs HWA Claims Handling Manager

June 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** IL *** Dear Ms***: We have received the customer’s complaint, and addressed this
issue with them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager

December 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and the issue has
been addressed with the customer directly Sincerely, *** *** Escalated Special Handling

August 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AL-*** Dear Ms***: We have received the customer’s complaint and we are providing the
following response On June 10, 2016, The customer opened a month warranty with our company On June 16, 2016, the customer called to see if they could get their septic tank covered because they thought they were having a problem. We advised that they had no septic tank coverage, and only coverage for pumping if they had a septic certification On June 18, 2016, the customer called our office and wanted their septic tank covered, we re-explained their coverage as we did two days prior On June 20, 2016, the customer reported they had work done on their septic tank June 17, 2016, and wanted reimbursement. Our contract requires that a customer file a claim, and that we send a technician to investigate the issue. We do not reimburse for work done outside the warranty and without authorization On June 24, 2016, the customer requested to cancelWe received their e-mailed request on June 24, On August 3, the cancellation was processed and a check was cut to the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

December 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** MO-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response Though they are in possession of their written contract, per our contractual agreement with the customer: 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).” 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.” As we did not approve the customer to get their own technician, and we did not approve *** *** *** to repair anything, we would not be contractually liable to reimburse the customer for anything they purchased outside of the contract and without our approval As we request on the Revdex.com website, we would request that the customer contact me directly (my contact information is available on our Revdex.com site) to discuss this issue Sincerely, *** *** Escalated Special Handling

August 25, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11639688: *** IL-*** Dear Ms***: We received the customer’s complaint, and provide the following
response The customer closed on their property in Mid may, and at the time, their real estate agent purchased a warranty for them with our company. This warranty requires all systems and components to be in proper working order, and become inoperative due to wear In late July, the customer reported that, a month prior, they noticed the drains in sinks slowing down when they used them, which was getting steadily worse, to the point of full clog. Per our agreement with the customer, we sent a technician to diagnose the issue, to determine if the issue was covered under contract The technician contacted us a few days later, and reported that the piping was improperly installed, at the wrong pitch, which was causing the piping to clog Per Contract section VI.H: “HWA will repair or replace a covered system or appliance that fails or identified due to an associated failure that was not properly matched in size or efficiency, and/or improperly installed prior to or during the Coverage Period, provided that it was unknown or could not be known to the Home Seller, Home Owner, real estate or other agent by a visual inspection or simple mechanical test prior to the Coverage Period Start Date.“ We requested the customer’s inspection, to confirm the issue was unknown and per the document: “Review by qualified contractor, Repair or replace (1) There was an access cover that appeared to be a catch basinThese are typically no longer installedWhen they are installed catch basins require regular maintenance to prevent backups of the sewer system into the buildingRecommend plumber to inspect further and clean out, maintain, or repair catch basin plumbingThis is recommended prior to closing and regularly to prevent plumbing issues, backups, and clogsRecommend not growing vegetables near catch basins due to risk of cross contaminationA catch basin can also leak sewer gas and impact air quality.” The document recommended further plumbing inspection prior to closing, to address plumbing issues, including clogsAs the improper installation could have been determined by an additional plumbing inspection, we declined to address the issue. We advised the customer, who became very angry, made numerous threats, and filed complaints like this one Another department reviewed the issue, and believing the issue could be addressed, in part, as an unknown improper installation, we sent the technician back to review. The technician needed access to address to check the piping, and the customer requested a second opinion, to re-evaluate, which we allowed Sincerely, Carl *** 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 meI hope to receive the refund in a timely manner
Sincerely,
*** ***

March 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: The customer can reopen this complaint whenever they feel it is necessary. There is no reason for the customer to leave the complaint open, when we are sending someone to re-evaluate, which is addressing their request. Sincerely, *** *** Escalated Special Handling

I have been in constant contact with y’all regarding this issue. How many horrible customer service experiences do I have to suffer through before my issue gets resolved?

September 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We are sorry that the customer does not accept that we do not have the correct number of their coil, but this is the case Their assumption that this claim will end with their contract is also incorrect. The issue is still eligible, and we will not be providing premium refunds, based on the customer’s believe that the issue will not be resolved Sincerely, *** *** Office of the President

June 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On May 21, 2016, the customer/agent opened a month contract with our company Approximately two weeks later, they opened the following claim on their Air Conditioner: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Today Have you moved into the home?: No 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: No problems Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: Two Q: Please tell us which part of the home is not cooling A: Upstairs Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Since morning we have observed that###-###-#### temperature on upstairs thermostat is not going down” Per our contractual agreement, we assigned a technician to diagnose the failure On June 12, 2016, we received the technician’s diagnosis, which was that the year old coil was rusted and leaking. Per our Warranty 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.” As a coil would not rust and leak in approximately weeks, we requested a copy of the customers inspection, to confirm the unit was in proper working order. Per the customer/agent, he purchased the home years ago, when it was under a builders warranty. Since that warranty had recently expired, he purchased our contract, stating he had no knowledge of the leaking coil. As the leak in the coil would have been easily detected by visual inspection or mechanical test on the coverage period start date, we would not address the replacement of the unit that was not in proper working order Sincerely, *** *** DE Svcs HWA Claims Hand