Home Warranty of America

August 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and are currently
reviewing their diagnosis from May 6, 2016. We are also resending a technician to evaluate the AC that could not be checked in May Sincerely, *** *** DE Svcs HWA Claims Handling Manager

September 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: To explain in detail: we spoke to the technician’s office directly on August 21, 2017, to provide authorization to the technician to address the oven issue, and were advised that the repair would be complete in early September We have received no information from the technician, or request from the customer for over a month. From our position, the technician received our approval, ordered the needed parts for the *** oven, and should have addressed the repair. Had the customer contacted us directly with the request to inquire with the technician, rather than making a public demand for their full contract refund, we could have addressed their concern more directly We are calling the technician per their request, and expect they are still addressing the issue We would hope the customer accepts this result Sincerely, *** *** Office of the President

November 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** SC-*** Dear Ms***: In September 2015, the customer filed a claim for their air
conditioning system. In October, 2015, based on the technician’s diagnosis that the customer’s system needed to be replaced with a different style of cooling, due to size constraints, we offered the customer a cashout on our cost of the replacement system, per contract Section VII.O: “HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance” They advised us that they would contact us in reference to our offer In July 2016, they called us and opened a new Air Conditioning claim, disregarding our previous offer We are sorry that we reopened a new claim in reference to this issue, based on the customer’s reporting a new issue. This is the same issue that has already been reported, and diagnosed. The failure in this situation, is that the customer did not respond to our offer, which should not be recorded as a failure on our part. We request that this complaint be withdrawn, and the customer respond to the offer made to them a year ago Sincerely, *** *** Claims Special Handling

June 24, *** *** 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 On May 11, 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?: Yesterday 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: AC is runnning. Cool but not cold air is coming out. AC cannot keep up with keeping the home cool when temperatures outside rise Had not noticed until recently due to winter.” A technician was sent, who reported on May 12, 2016, that the unit was low on chargeThey recharged the unit, and noted no loss of refrigerant On June 11, 2016, rather than address the old claim, the customer opened the following new 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: 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: The AC unit is on and blowing air, but is not keeping up with the heatThe unit was serviced via HWA on claim The outside temperature was degrees today and the house got above degrees, even with the AC set to 74. “ This generated a new claim and sent a new technician, who charged a customer a trade fee, found a leak in the unit, and is addressing the coil replacement under manufacturers warranty Per contract section III.F: “If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of days on parts and days on labor.” Though the technician’s initial service did not fail, we are refunding the customer’s initial trade fee as a courtesyWe will not reimburse the non-covered cost of refrigerant Sincerely, *** *** DE Svcs HWA Claims Handling Manager

May 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** (***)IL-*** Dear Ms***: On July 27, *** *** opened a month contract
with our company Seven days later and prior to moving in to the property, the customer noticed the unit not cooling, and had their daughter call in a claim We, per our contractual agreement, assigned a technician to diagnose the failure On August 6, 2015, the technician reported that the year old unit was freezing up, which was an indicator that the unit was low on refrigerantThe technician then performed a leak test, which determined a leak in the condenser, and that the unit was below half chargePer 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.” As a unit would not develop a leak, and lose half its charge, in less than a week, we requested a copy of the customer’s inspection, to confirm the unit was in proper working order The customer provided an e-mail from the inspector, which we did not request, and then sent us the HVAC inspection, which stated: System and return duct incorrectly sized, main return dawn size, supply plenum with uncased cooling coil, expansion valve with tubes exposed, visual plenum leaksRecommended installation new cased coil with secondary drain and at the same time maintenance for condensing unitRecommended relocation existing condensing unit do to main electrical service locationCode violation\Poor air delivery to the roomsRecommended Air Testing and inspection all existing duct work with duct cleaning and load calculation ( system size incorrectly )The plenum transition to branch duct is poorly designed\pursue duct repairs to achieve better distribution and control of airflow throughout the unit\ Gaps were noted in the supply and return air ductwork and/or in the HVAC plenums\ The supply and return air ducts should be sealed using approved materials and industry-standard methodsWe requested proof that these problems that were found by the inspector were addressed, and heard nothing back At this time, we are still waiting for support that the unit was in proper working order when the contract began 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
Sincerely,
*** ***

May 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** SC-*** Dear Ms***: We have received the customer’s complaint, and the cooktop repair was approved,
and the vendor paid on April 28, Sincerely, *** *** Escalated Special Handling

August 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s complaint and we are providing the
following response Nowhere in the customer’s contract does it state “I would receive my refund in full within business days”, because we can in no way guarantee that The customer’s refund was returned to their credit card on August 5, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

November 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s rebuttal, and provide the following response A heat exchanger cracks by prolonged expansion and contraction of the metal heat exchanger. Stated simply and factually, a heat exchanger in proper working order, would not mechanically fail, developing a substantial crack in two weeks. It is not physically possibleThe customer’s claims that we are rejecting this claim based on the cost of a furnace replacement are untrue. The unit was not in proper working order As the unit was never in proper working order, due the warranty would not address a subsequent failure with the valve Sincerely, *** *** Office of the President

February 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s inquiry and
apologize for any miscommunication between the technician and the customer We have spoken to the customer directly and resolved the issue Sincerely, *** *** Office of the President

June 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and we have resolved the situation with
them directly, as far as the approval of the replacement condenser Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NJ-*** Dear Ms***: We have received the customer’s complaint, and per the technician,
the installation was completed on June 29, Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: What the technician saying is a flat lieMy A/C is not working properlyHe told me something totally different then what he has told HWAMy A/C was showing temperature of when it was set at The heat index for that day wasn't but it was My filter was not dirty, considering I just changed it couple of days priorHe didnt say anything like what he reported to HWA to meHe told me that he believes my A/C is about to go out soonHe doesn't see what is wrong with itHe said he did a tune up, and that was suppose to fix the problemI'm still having the same A/C issues
Sincerely,
*** ***

October 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: The active insurance that the technician possessed at the time the customer claims the damage to their property occurred, should still cover the incident in question. We have their active insurance policy, and the customer is providing no reason why the insurance policy in question would not address the issue HWA sent a licensed and insured technician to the customer’s propertyHWA did not damage the customer’s property and is not liable for repairing said damage The technician, and his insurance, should take responsibility if damage was caused Sincerely, *** *** Office of the President

October 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s rebuttal, and provide the following response The customer claims again that the items in question were unable to be tested, and thus makes the failures unknown. Our position is that the failures that the customer reported could have been determined by visual inspection/mechanical test (i.eturning on the utilities to the property, which could have been done) At the customer’s request, we will cancel the coverage, which will be processed per contract section VIII.E Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:After the manager left me the general number for Home Warranty and I was on hold for mins, I was finally able to speak with a supervisor named ***He immediately took a rude tone with me as if I was in the wrongI explained that weeks without a fix for my fridge is inexcusableHe explained that I could use my own vendor and pay out of my own pocket, but that is not an option in my current financial statusI explained that I have the most expensive plan with HWA and it is sad that this is the best service they can offerHe took no blame of the problem and explained that it is not HWA's fault that my fridge is not fixed, but it is the vendorsHe told me that our conversation was going nowhere and that "if it kept going nowhere then he was going to hang up"He repeatedly asked me how he could help me as if there was literally nothing that he could doThis is not customer serviceThis treatment of customers is shameful and I will not be recommending HWA to anyone that I know.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/20) */
May 20,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** ***: KS-XXXXXXX
Dear Ms***
Upon receiving the customer's complaint,
we have addressed the miscommunication with the vendor as to the Contract Coverage, and are providing a reimbursement to the customer
We do apologize to the customer for the inconvenience
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Claims Handling
Initial Consumer Rebuttal /* (2000, 7, 2015/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr*** *** called me to resolve the issueHe promised to reimburse me for the cost of the service call as well as the cost of repair parts use to fix the leakHe said that it normally takes 4-weeks to receive a reimbursement check but he woul try to get it to us within weeksIt is unfortunate that it took the involvement of the Revdex.com for HWA to consider the issue; however, we sincerely appreciate the assistance

Initial Business Response /* (1000, 5, 2015/09/22) */
September 22,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: *** Garcia CA-
Dear Ms***
We have received the customer's complaint,
and have called them twice to address the issueAs we have received no return call or any documented support towards either of their claims, there is nothing further we can do in reference to the issue
If the customer wishes to contact me directly, they can do so from my contact information on your website
Sincerely,
Carl ***
Escalated Special Handling

April 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have 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

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,
Jacob ***