Home Warranty of America

April 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:*** KY-*** Dear Ms***: We have received the customer’s complaint, which was resolved with him the day
after it was filed. In brief, the customer’s condenser failed, which is eligible under the contract. What was not covered was the replacement and upgrade of his functional air handler (which had to be replaced, at his cost, to match his new condenser.) His car analogy is completely inaccurate. (A more appropriate analogy would be using his car warranty, to address a damaged engine. The warranty is replacing his engine, but due to government requirements, they cannot use his existing engine and his electrical/exhaust system need to be upgraded to accommodate. The warranty does not address items that still work, so the customer needs to pay for the upgrade) Sincerely, *** *** Escalated Special Handling

February 23, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s inquiry and have
called him to review the issue, offering him the $trade service fee from his ‘desired settlement’ We have already provided him a check for $56.15, which is a refund of the remaining four months of contractual coverage, less a $cancellation fee and $in service costs incurred by HWA The customer is disputing this offer, stating that he was offered cancellation, as well as the completion of the dishwasher repair. Per a review of the customer’s cancellation phone call of February 1, 2018, the customer agreed to the following statement: “Mr***, you also understand that all coverage, service and benefits under the account will discontinue after this cancellation, per the terms and conditions of the program.” As a courtesy we have provided the customer a check to refund the $trade call fee. The customer has refused this offer, stating he will only accept this, and $additional paymentWe will still provide the check, though the customer is still dissatisfied We consider this matter closed Sincerely, *** *** Office of the President

July 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s message, and provided them the requested
explanation of our position the same day the issue was filed. They disagreed, making a ‘demand’ that we address the non-covered issue As we advised them that we decline to do so Sincerely, *** *** Office of the President

March 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s
complaint and are providing the following responseThe customer is referring to two separate claimsThey are questioning the technician’s diagnosis, in reference to what we were advised as a cause of failureOn July 20, 2015, we received the technician’s report on the Air Conditioner failureHe stated: He found the compressor was not turning on He determined the compressor was hit with a surge, as the wiring was burned, which blew out all of the terminalsThe compressor caught on fire shooting soot everywhereThe name tags was burnt off the compressorThus, there is no question that the technician diagnosed an electrical surge that caused the failure of the condenser (i.ethe failure was not wear and not covered under our contract.) On February 25, 2016, and earlier we received the technicians’ reports on the Water Heater failure They stated: The electric tankless water heater keeps throwing the breaker and the block where the heater connects. It’s overheating and sparking and smokingThere is a terminal block on the tankless water heater that has melted internally, that is causing the tripping of the breaker They found the homeowner had a power surge which burned out the system, due to problem with the breakerAgain, there is no question that the water heater was damaged by the surge that burned out the systemPer our Contract Section IV.C, the warranty excludes “Damages due to power failure or surge”Sincerely, *** *** Escalated Special Handling

August 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MS-*** Dear Ms***: The customer is also not entitled to a full refund of his contract cost If he wishes to cancel the contract, he will receive a pro-rated refund, as explained in section VIII.E of his contract Sincerely, *** *** Office of the President

November 27, 2015*** ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: 10969998: Oden IL-1078397Dear Ms***:We have received the
customer’s complaint, and
we are providing the following response.On August 31, 2015, the
customer filed a claim for their air conditioner, referencing a water leak in
the unit, and a burning smellPer our contractual agreement, we sent a
technician to address the reported failureOn September 10, 2015, we
were advised of a failed capacitor and blower motor, which were covered under
the warranty. The customer paid their
trade fee, and we addressed the repairOn September 14, 2015, the
customer reported that the heater was not coming on, and filed a heating
claim. We assigned a technician to
address, who found a clogged drain This
would be a maintenance failure and not covered under contract.On November 9, 2015, the
customer called stating the unit was not coming on. The technician found too few wires on the
thermostat causing the malfunction. As
the warranty does not cover missing parts we would not address the missing
wires.November 23, 2015, the
customer called back stating the pilot would not stay lit. we sent the technician to address, and they
cleaned the pilot assembly They were
charged a trade service fee on this call, which is what they are disputingPer the 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.“The service that was performed
under the Contract (the AC claim capacitor and blower replacement), did not
fail and had nothing to do with the heating claim and pilot issue .Thus, the customer would be
responsible for the second trade fee, which they consented to prior to filing
this complaintSincerely,*** ***Escalated Special Handling

November 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry, and
have addressed the inquiry directly with the customer, to resolve the issue Sincerely, *** *** Office of the President

November 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***-*** Dear Ms***: We have received the customer’s inquiry,
referencing a non-functional range On October 23, 2017, we were advised that at the time of the initial use of the range, the oven would not turn on, and the unit was releasing far too much gas when each burners was usedWe were advised that the customer brought out their own technician and were looking to send us documentation. Per contract, we would need to assign a local technician to investigate the issue On October 25, 2017, the technician assigned advised the unit was old, and the parts were unavailable. We requested a more specific diagnosis, and the technician declined the call We assigned a second technician Per the customer, the technician was out October 30, On November 2, 2017, the customer called our office for an update On November 3, 2017, the technician called and provided us the basics of the needed repair for a *** stove , but was trying to get us part specifics, to confirm if they were available On November 7, 2017, we received an additional request for an update, and a representative chose to reassign the claim. (Unfortunately, this was done in error and we apologize that this mistake was made. The second technician provided all the information needed to address the issue less than an hour later, which entailed a failed pilot assembly and four burner valves.) As the failure was noticed on the initial use of the equipment, we requested a copy of the customer’s property inspectionThe customer provided an FHA appraisal report, which provided a positive visual inspection of the oven, but in no way tested the mechanical function of the unit As the mechanical failure of the unit would have been detectable by mechanical test, as it was when the customer initially used the unit under contract, we declined to address the needed replacement of the unit, that never worked properly under contract Sincerely, *** *** Office of the President

January 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** TX-*** Dear Ms***: We have received the customer’s complaint, and the costs that the
customer is requesting are the technician’s costs. We cannot provide them in writing as the customer requests As it seems they are not willing to do so, we have requested a second opinion, with no trade fee due, to address Sincerely, *** *** Escalated Special Handling

October 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received
the customer’s complaint, and his parts are on order for the repair Sincerely, *** *** DE Svcs HWA Claims Handling Manager

(The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted documentation of all receipts for repairs being made to an e-mail address of [email protected] expect a full refund as the technician that HWA sent to our home was unknowledgeable and
unprofessionalHe did not provide any of the above information to Elliot or other residents in the home during his visitThe technition only looked at the door and dis not test the motor, as we had made complaints that the opener was spratically running! I did not feel comfortable with another one of their technicians coming to our home, as I feel they were not sending out quality techniciansI feel that the company was giving us the run around, and did not care to resolve our issues, as we had asked to speak with managers on multiple attempts, and was only able to leave messages for them after going through our long scenerio with their customer service represtatives every time we placed a call to their companyI for a fact know that this company rarely pays out on claims, as I work in the real eatate business and have heard many, many complaints from customers of theirs as wellAs stated in my first claim, the first technician did not properly diagnose the issue at hand, therefore we went with a recommend company, as HWA was not workable with what we (as their customers) deemed was appropriate for the situationThank you!

January 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** CA-*** Dear Ms***: We have received the customer’s inquiry, and have reached
out to the customer and technician, leaving messages for both for a status update on the issue (see below for the last information we received). We are sorry for the current delay and will provide a brief written explanation of the current situation of the customer’s pool coverage On July 8, 2017, the customer renewed their warranty coverage with our company, which per contract section V.F, provides $in the aggregate for coverage for the pool On August 11, 2017, the customer opened a pool/spa claim, in which the warranty paid $for a valve actuator replacement On October 17, 2017, the customer opened a pool/spa claim, for their control board, which is excluded from our coverage On December 1, 2017, the customer opened a pool/spa claim, reporting a blown fuse. Based on the technician’s diagnosis, the customer had a failed motor and seal, which was addressed under contract(cost $631.55) So, as of December 27, 2017, when the customer advised he had additional pool issues, we called the vendor, who advised there were additional issues (but provided no specifics). The warranty has $balance remaining on their cap to address the pending issues. We will gladly provide these funds to the vendor or the customer, once we are advised of the diagnostic/eligibility of the additional failures Sincerely, *** *** Office of the President

September 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: File Number *** Dear Ms ***, As we stated: “Now they are requesting to cancel their contract, which is in process. “ The customer can easily close this issue and reopen it if they do not receive the refund we are processing. Sincerely, *** *** Escalated Special Handling

June 14, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** ID-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response. On August 8, 2016, the customer opened a thirteen month warranty with our company. Over the approximately eleven months they maintained the contract, they filed the following eight claims online: Covered Item Problem: Door not opening/closing at all or partially Has this item ever worked?: Yes When did you first notice the problem?: About a week ago Have you moved into the home?: Yes When did you move into the home?: 08/19/Q & A: Q: Please Describe The Problem You Are Experiencing A: The Garage Door Will Only Partially Open 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 door will open 2ft, then light flashes four timesPush opener button, door closes The warranty, per contractual agreement, sent a technician to the property, who serviced the garage door system Covered Item Problem: Other Has this item ever worked?: Yes When did you first notice the problem?: Two Weeks Ago Problem Description: Exhaust fan in master bath, duct/flapper gets stuck open and fan sounds like its going to take off.....Heating ducts are not all functioning evenly, some rooms have little to no airflow, while others are blowing way too much We called the customer the day after they filed the claim, to get further information about the two duct issues. We left a message for them, and received no response Covered Item Problem: Gas Furnace - usually located in a basement, attic, or closet When did you first notice the problem?: About a week ago Q & A: Q: Has the Heating System Ever Worked Properly A: Yes Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Unit Comes on and then shuts off right away Q: Have you had maintenance performed on the system A: No Q: How many heating units do you have A: One Q: Please tell us which part of the home is not heating A: Entire house Q: Please tell us how long the unit has been running properly for this seasonA: Never Problem Description: York furnace located in the GarageSet thermostat to heat (66) heat kicks on then turns offThermostat indicates heat is on furnace is not running and temp is The customer contacted us, stating she scheduled the service, but the technician did not have the part needed. We advised that the technician needed to diagnose, and could then order the needed part. The customer ended the call, advising later that she wanted them to check her ductwork. We heard nothing further from the customer, or the technician about the claim Covered Item Problem: Other Has this item ever worked?: Yes When did you first notice the problem?: Today Problem Description: Burner will not stay onPilot-light will light, turn to desired heat setting and burner kicks on then immediately off along with a "POP." Installed AO Smith ProMax model GCVgallon tankPipes on top look like they were leaking at some point A technician was assigned, and found a bad thermo coupler at the site, which was replaced under contract Covered Item Problem: Other Has this item ever worked?: Yes When did you first notice the problem?: Today Problem Description: Pre-existing drywall holes in laundry room causing drafts in houseConcerned as plumbing is exposed We called the customer the day this claim was filed, to explain that the warranty requires eligible components to become inoperative due to wear, and a pre-existing hole in the drywall would not be addressed. The customer ended the call Covered Item Problem: The Ductwork Is Collapsed/Falling Apart Has this item ever worked?: Yes When did you first notice the problem?: Yesterday Q & A: Q: Please Tell Us Where The Ductwork Is Located That You Are Having An Issue With A: Attic Problem Description: Duct is blowing into attic not attached correctlyDucts also need cleaned since this has now let in dirt through out house The warranty does not cover duct cleaning, but a technician was assigned, per contract, to investigate the issue. We heard nothing from the customer, or the technician Covered Item Problem: Garbage Disposal Is Not Draining Has this item ever worked?: No When did you first notice the problem?: More than one month ago Q & A: Q: Please tell us how many times this item has worked properly since the contract start date A: Never Problem Description: The kitchen sink disposal does not drain and makes a squeaking noise when turned onI have tried so many things to get this to drain properly and it still does not drain as it should Covered Item Problem: Toilet Problem other than a stoppage Has this item ever worked?: No When did you first notice the problem?: More than one month ago Q & A: Q: Please Tell us where you are having a toilet problem A: All Bathrooms Q: What is the problem? A: Other Problem Description: All toilets plug up weekly requiring constant plungingThey just do not flush! Master Bath and main floor toilets both have started to constantly run unless I hold the inside parts or jiggle the handleAdditionally, the kitchen sink disposal does not drain and makes a squeaking noise when turned on We called the customer to review the information provided, and processed the claims. A week later she cancelled the claims, and the contract The customer is wanting reimbursement for three toilets. Per 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.” We will not reimburse the customer for three replacement toilets arranged outside of our contractual coverage and without our approval Sincerely, *** *** DE Services HWA Claims Handling Manager

August 22, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** CA-*** Dear MsGarcia: We have received the customer’s complaint and the requested
statement has been provided Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

July 19, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry and provide the following
response. 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.” The customer has requested this cash back offer, and we are providing $1, They are also, in their desired settlement, requesting “a refund for the full policy price that I paid in December 2016”. The customer is not entitled to this refund, and it will not be provided Even if the customer were requesting to cancel their coverage, which they are not, as we have paid out $1,in service costs, there are no funds remaining to provide a refund of unused funds to the customer Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because:If the HWA representative listens to all phone recordings regarding my case stemming from 7/13, he/she will hear that we received authorization not one but twice to get an outside vendor due to the fact that our claim was upgraded to EMERGENCY If the HWA rep will read the contract, per those terms and verbal authorization this claim IS covered, unless of course HWA does not fulfill is contractual obligations, in which case, I should be refunded the full amount of the warranty as HWA has falsely advertised is services.
Sincerely,
*** ***

February 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AZ-*** Dear Ms***: We have received the customer’s inquiry and the day
the issue was filed with your office, we confirmed the repair of their unit and the customer cancelled their contract Sincerely, *** *** Office of the President

August 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MD *** Dear Ms***: We have received the customer’s complaint, and a technician is
servicing his washer tomorrow Sincerely, *** *** DE Svcs HWA Claims Handling Manager

October 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received
the customer’s complaint, and provide the following response On October 6, 2016, the customer noticed water leaking from the base of her toilet. Per our contract 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 discoveredHWA will accept Service Requests hours a day , days a week , days a year at 1-*** or online at www.HWAHomeWarranty.com.” It would appear that the customer did not do thisThe customer attempted to repair her toilet leak, by ‘tightening it’, rather than shutting off the water, and draining the toilet.(per their complaint) She then filed a claim on October 7, 2016, at 10:AM. At no point did the customer advise us that they discovered a broken part in the course of tightening their toiletPer our contract section I.A “During the Coverage Period, HWA’s™ sole responsibility will be to arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.” We arranged for a technician to come to the property, and they did on the morning of October 10, 2016. Per their diagnosis received, the technician found the toilet rocking, due to toilet bolts missing from the toiletAt no point, did the technician report a broken part on the counter, much less a broken screw. We were advised the bolts were missing. Per our contract section VII.G: “HWA is not responsible for consequential or secondary damageThis includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts…” We have spoken to the technician, who has confirmed the part was there, and thus the parts were not missing. They are reimbursing the customer the requested $ Sincerely, *** *** DE Svcs HWA Claims Handling Manager