Home Warranty of America

February 26, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint
and are providing the following responseOn February 10, the customer processed a plumbing claim, referencing a stoppage that could not be cleared with drain cleaning chemicalsOn February 23, 2016, the technician advised that he went to the property, and tried to clear the clog numerous times, but it could not be cleared. Per our contract, section IV.A, excluded: “Stoppages and clogs in drain and sewer lines that cannot be cleared by cable, hydro jetting or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 125’ of access point)” As the technician could not clear the clog, he suggested cutting into the pipe to attempt to clear the stoppage againAs the clog could not be cleared, we would not address the access and replacement of the plumbing line to further attempt to clear the clogWe apologize if this non covered issue was not made clear to the customerSincerely, *** *** Escalated Special Handling

July 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s complaint, and after receiving a
defective part, the technician is expecting to receive the part and complete the repair over the next few days Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:McKinley NC-*** Dear Ms***: We have received the customer’s complaint and have addressed the issue directly with the
customerSincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***Why should I eat the cost of the diagnosis once again? I paid $call fee for a misdiagnosis already. Parts were ordered and installed and my dishwasher is still not working
I am rejecting this response because:
Sincerely,
*** ***

December 3, 2015Lucille GarciaDispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: *** TX-2040705Dear Ms***We have received the
customer’s complaint and provide the following response.On November 21,
2015, upon
first use of their heating system, the customer reported that the heating
system was not working properly and had never done so under the ContractWe
immediately assigned a technician to diagnose the issue.The same day, the technician reported
that the year old straight cool system was improperly wired, to have the heat
and air run simultaneouslyThey also found a repairable leak in the coil,
which was addressed under the Contract.(except for the additional cost for
refrigerant over the contract cap).Over a week later, the
customer called back, advising that the vendor had been out multiple times, and
the problem was getting worse. We sent a
second opinion, to confirm the failure.That technician advised that
six years before, someone had installed a new ton straight cool condenser, in
a home with a year old ton heat pump air handler Not only had the system been improperly
installed/wired, but it was also too small for the 2,square foot home.Per our Contract:Section 1.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.”By
the customers statement, the heater never worked properly, and as we were
advised by both technicians, did not break down due to wear.Section VII.J” “HWA is not liable for repairs related to adequacy
or capacity of appliances, components and systems in the home; improper
installation, design or previous repair of appliances, components and
systems; problems or failures caused by a manufacturer’s defect.”The
warranty would not address the prior installation of the improperly sized
straight cool unitSincerely,Carl ***Escalated Special Handling

January 4, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response, in timeline form On April 10, 2017, the customer wrote a 13-month warranty contract with our company, which requires that all systems and components be in proper working order as of that date On May 1, 2017, at 9:AM CST, the customer filed the following online claim: “Covered Item Problem: Other When did you first notice the problem?: Yesterday Have you moved into the home?: Yes When did you move into the home?: 04/10/Problem Description: HVAC unit will not come on and runFurnace will not work and blow eitherNo fan coming on and no heat or air will come out of vents.” On May 4, 2017, the technician provided their diagnosis, reporting that the indoor coil was in poor condition, (covered with rust and dirt, appearing to have never been cleaned.) The outside condenser had crushed and bent fins, as if someone had washed it improperly with a power washerPer our contract, section I.B.7, the warranty defines ‘covered systems and components’ as: “…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 outside unit’s fins being physically crushed would not be a wear failure, we declined to address the repair/replacement of the customer’s HVAC system On May 5, 2017, the customer was advised of the rejection, and stated to our office that everything checked out properly on her home inspectionWe requested documentation to support her position. On May 11, 2017, we received two documents: A due diligence request and agreement dated March 20, 2017(signed by the buyer, but not the seller), referencing an attached report and requesting several evaluations/repairs to be performed by the seller, including “Have licensed HVAC contractor service the system & evaluate/repair as needed, evaluate ductwork & repair/replace as needed.” An undated cover page from *** Construction referencing the sales agent, and the property in question, with the following signed statement by the owner: “At your request I have re-inspected the property located at *** *** *** *** Norwood, N.CThe repair request list that was approved by the buyers and the sellers were inspected and found that all repairs were completed in a good wookmanship manner.” We spoke to the customer on May 15, 2017, to advise that the received documentation eluded to numerous mechanical failures with the systems at the property, that were serious enough for the buyer to request the seller address prior to closing (as well as provide proof that the issues were addressed), and gave no clear specifics as to the service/repair of said failures, we again requested the customer provide the inspection that they stated showed everything was in proper working order The customer provided two additional documents: A 93-page home inspection, performed March 15, 2017, from *** Home Inspection Services, which made specific comments (with pictures) referencing review/repair of known issues in the property, including more than five separate references to HVAC/Duct issues/problems A written statement on an invoice from *** *** *** ***, dated April 27, 2017, that references the customer’s name and address (Please note: this is days after the coverage period start date, and three days prior to the customer’s electronic filing of their Air Conditioning claim): “The day I checked AC, the refrigerant pressures were reading right on my gages. I went inside and the temperature was in range. Thank you*** ***.” The *** statement in no way addresses the physical damage to the condenser/fins at the property, as well as other AC related service/repair referenced by the *** inspection. It does state, that on an unspecified date, that *** *** checked the system and found it cooling On May 23,2017, we asked the customer to provide us an invoice that shows that the issues mentioned on the inspection were addressed/repaired. We have received no other contact from the customer, until this complaint was filed seven months later, which: States the failure occurred ten days before they filed the claim and ten days after they moved in, which is not what they told us above, on the day the claim was filed electronically Claims the replacement system was supposed to be covered, which was not the case, based on the information received from the customer Confirms ‘ALL of the paperwork requested plus some’, was provided, which was not done We are sorry the customer’s daughter is sick, and cold, but that does not make us liable for an HVAC system that was never in proper working order on the coverage period start date, per the documentation received by our office, which is required by our contract Sincerely, *** *** Office of the President

Complaint:
I am rejecting this response because:This should have been explained beforehand by HWA when setting up the service call and Milty Septicbefore they started diggingNothing was ever said until they told her to write the check for 145.00.I have yet to see the clause after paying extra last year for this specific service.It states for any service call or less and of course its never been less.I feel it should have been stated beforehand by both parties or a written agreement that's signed and sealed instead of waiting until the service was provided.Not to mention the mess they made by not completely covering the hole back up and leaving big chunks of dirtclods in my grass.I would never give either company a good recommendation.Paying HWA almost 700.00/yr for the past or yrs now it seemed like they would back up their customer.Guess not?No, I am not happy with the service from either party involved.Thanks,Brock ***
Sincerely,
Brock ***

Complaint: ***
I am rejecting this response because: it needs to be communicated via a written response what money is being offered and whyThe technician indicated that the unit needed to be tesplacedHe never said that the unit could be fixedIn addition the response from the business does not include three of the calls I made to the company requesting them to move this forwardI requested a supervisor to call and discuss the written offer of the buyoutIt took five days for a supervisor to call who never left her nameThe message simply said you wanted a supervisor to call and to call back the same main number. We we had two other technicians look at he unit during the course of non response from the HWA company during the degree weather days Both companies stated that the unit could not be fixed and must be replaced and the coil could not be fixedThe amount of $1365, that I have received verbally,is so insignificant compared to what the other companies stated it would cost to replace the unitWhile I respect HWA's ability to negotiate price breaks for volume, it is impossible to have that significant of a price breakwe have been told by multiple companies that you cannot replace the AC of a dual unit without replacing the heaterThe cost that we have received are a range from $9000.00- $11, HWA has failed to uphold their end of the agreement causing significant and unnecessary delay to our family's detriment I request a minimum of $to close out this claim or I will forced to explore other alternatives
Sincerely,
*** ***

August 4, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL NC-*** Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint and we were
advised that the unit was repaired, with no additional charges, the day after the complaint was filed Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 16, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611*** *** *** ***Dear *** ***We have received the
customer’s response and have confirmed they check is being reprocessed, and
will be mailed to them next weekSincerely,*** ***Escalated Special Handling

Initial Business Response /* (1000, 5, 2015/08/12) */
August 12,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: 94563727: Sharpe AL-
Dear Ms***:
We received the customer's complaint, and their
Contract refund was returned to their credit card as of August 7,
Sincerely,
Carl ***
Escalated Special Handling

September 12, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and have contacted
them directly, to explain that the clogged condensate line, and insects in their unit, would not be wear issues covered under the warranty contract Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** It appears we have hit a brick wall and will not pursue further restitution for our A/C unit We will however, take their courtesy offer of a full refund of the cost of the policy Can they please advise us where to send the letter requesting refund?
Sincerely,
*** ***

November 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response On the morning of October 24, 2017, the customer reported a failure with their Kitchen refrigerator. Per our contractual agreement, we immediately processed a claim, and sent a work order to a technician to diagnose the issue On October 26, 2017, the technician went to the property, and was shown the refrigerator in the garage(Per information received later, the customer purchased a new unit, and moved the kitchen refrigerator to the garage.) Per our contract, section IV.I: The warranty excludes “Units moved out of the kitchen” We are sorry but the warranty would not address the failure with the refrigerator, nor would we reimburse the trade fee, due to the technician for their diagnostic. The customer has requested to cancel their contract, which is in process Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because: The allegations made by the warranty company are falseTo begin, the day I filed this complaint, I again called HWA for the third time to try and get some help or resolutionDuring that call with *** out of the Phoenix office and her forwarding my case to Joe Bher supervisor, I was told that I could use an independent contractor with prior authorizationI did call an independent contractor, but had no intention of being reimbursed by HWA, it was simply because I did not trust their vendor or any other vendor they would send
During that call, *** informed my that because of how terribly I had been treated, my case warranted after the fact authorization, and that all I needed to do was send in the invoice for what I paid, via emailI was appreciative of her help and I emailed my invoice.This was not done to necessarily get my money back for the independent vendor, but to provide proof that the diagnosis made by the vendor they sent out was falseThe contractor I used, actually took the time to do the work, theirs did notI did not have my toilet replaced, so HWA is absolutely wrongThe invoice I sent them shows that it was simply a diagnosisAdditionally they claim in their response that they offered me a second opinionWhat they failed to say was that it would cost me the trade call fee of $75, which was why I declined, as I could have the other company come out and diagnose the problem for $49.95Additional information the is pertinent to the case: HWA has never once called me to resolve this issueI have called them three times, and spend up to an hour on hold each timeThe vendor they sent to diagnose the issue damaged my toilet, leaving scratches inside the bowlThe vendor I used and sent the invoice to HWA for review determined that the issue was not a clog but the age of the toilet, making my claim valid, per ***HWA should cover this claim because it is wear and tearI want a phone call from HWA, and I want this resolvedThis is no fault of mine, this is not negligence, and this is not fairHWA is responsible for either covering the claim entirely or making this right by sending a vendor at their cost (not mine) as this case is still open and unresolved
Sincerely,
*** ***

August 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** IN-*** Dear Ms***: We have received the customer’s complaint and have processed their
refund Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Revdex.com:The repair guy finally showed up yesterday to replace the thermostat on the ovenI also wish we could have resolved this matter directly with HWA and their repairperson of choice, but the roughly two dozen calls we made to these two businesses between May and August yielded no action, only excusesWe were told that the parts had originally been ordered back in May, then were back ordered, then that they would arrive no later than August (perhaps that was an arbitrary date, given to us so we would stop calling-- it worked for a while)To learn that this repair was only approved on August just confirms my suspicion that we were being given the runaroundAt any rate, we are pleased with how quickly these parts materialized once the Revdex.com intervened on our behalfWe are grateful to be done with this issue and with both of these companies.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

January 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** IN-*** Dear Ms***: The customer’s statement that the seller’s disclosure is a legal document, does not change the fact that it is an unverified statement from a third party. We address the statement from the customer, the licensed technician, and the licensed inspector The customer is now disputing why we filed the claim on an item, that he now says was working The contract is supposed to accept claims on items that are eligible under the contract, which the unit was at the time of the claim. It feels like the customer is looking to take whatever position he chooses, to support his demand for a refund, which we again decline, as he is not entitled to one. He filed the claim, we sent a technician to diagnose, and the claim was not covered Sincerely, *** *** Escalated Special Handling

February 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** ID-*** Dear Ms***: We have received the customer’s complaint, and have been advised that the
parts in question were expected today, and the repair should be completed shortly If this does not occur, we would be happy to reassign the issue to a new technician to complete the repair Sincerely, *** *** Escalated Special Handling

August 24, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11610987: *** *** Dear Ms***: We are not liable for the manufacturer providing the incorrect burners on the customer’s cooktop We are not providing the refund the customer is demanding and consider this matter closed Sincerely, Carl *** DE Svcs HWA Claims Handling Manager