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

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

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,
*** ***

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

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

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,
*** ***

Complaint: ***
I am rejecting this response because: Claim Claim #: *** (Claim Date: 02-11-2016.)2nd Claim for the Air Conditioning Unit, for two weeks that I had to pay out of my pocket expenses waiting for the contractor to receive the parts and perform the repairs.Due to the lack of service and wrong information I had to pay for the repairs myself so my family could return to the house. Claim ***, 05/26/16, AC Unit againI finally had a technician visit the house today after days without A/C ( Waiting to see the outcome)
Sincerely,
*** ***

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 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

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

January 31, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s inquiry and the
customer’s warranty contract ran from July 2016-July They stopped paying for our coverage in February 2017, and in July began paying Select Home Warranty(Please Note: The $demand, is the amount the customer paid Select for July through October) In August, when they requested to cancel our contract after it had expired, there was no contract to cancel and no refund to be provided We can only assume the contract the customer wished to cancel is with Select, and this complaint was processed in error We request this complaint be deleted from our file, as it is not referencing our company Sincerely, *** *** Office of the President

(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!

Complaint: ***
I am rejecting this response because: and requesting mediation. The warranty agency initially stated that the would replace the oven. Requested $for an upgraded stove. I the $was paid to them for the upgrade. Dimensions were given to them per information we received from GE. This agency has robbed us of our money. To replace the oven would be $at minimum. It is interesting to me that they only offered $for a double oven. Therefore, only offering $400.00, because we paid $deductible and $for an upgrade. This is unacceptable and robbery.Please let us know what is the next legal action that can be taken against this agency. Thank you for your consideration
Sincerely,
*** & *** ***

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHWA has approved the claim and assigned repairman has ordered parts and awaiting repair
Sincerely,
*** ***

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

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

September 12, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** DC-*** Dear Ms***: If the prior technician declines the work, or stops responding, we cannot address their diagnosis, or have them complete the job. We can only address the diagnosis of the current technician A fee would have been due if the diagnosis agreed the prior technicianIt would seem that the customer declined because they did not wish to possibly pay another fee, even though one would not have been due if the diagnosis was different The prior check has been stopped and reissued Sincerely, *** *** DE Svcs HWA Claims Handling Manager