Home Warranty of America

April 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We must apologize again to the customer, but there is confusion hereHe believes that the words checkup/maintenance mean cleaning. We are sorry for any misinformation, but the customer was not advised that he is “covered for a cleaning twice a month”, as stated in his initial complaint. If he was told that he is entitled to “two cleanings a year”, that is inaccurate based on his contract, and it is why no prior technician has ever cleaned his system Sincerely, Carl *** Office of the President

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, *** ***
Chicago, IL
Re: 94564419: *** TX-XXXXXXX
Dear Ms***
We have received the customer's complaint,
and addressed the issue with them directly
If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX
Sincerely,
*** ***
Escalated Special Handling

July 24, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We received the customer’s inquiry, and the refund was processed June 10,
Sincerely, *** *** Office of the President

August 24, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 12342053: Parker MS-*** Dear Ms***: We have received the customer’s inquiry, and provide the
following response. The customer is referencing our stand alone appliance coverage, which states: “HWA will pay no more than $ 1,in the aggregate during the Contract Period for repair or replacement on Stand Alone Ice Maker or Stand Alone Freezer.” On May 25, 2017, the customer reported a long standing problem with their Icemaker On June 14, 2017, the technician reported a leak in the customer’s system, and quoted a cost of $(less the customer’s $service fee)=$130, to detect the leak. On June 21, 2017, the technician stated that they found the failure, but they did not recommend repairing the unit, favoring replacement On July 6, 2017, we contacted the technician , to confirm the specific failure On July 7, 2017, the technician confirmed a compressor failure, and would call back with pricing On July 10, 2017, we figured out a cash out amount on the repair, based on the stated failure and our quoted cost on the repair, in the amount of $ (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.”) On July 13, 2017, the technician refused to perform the repairs to the unit, and confirmed the $offer as valid On July 14, 2017, we offered the $to the customer On July 17, 2017, the customer advised she wanted repair or replacement. The technician refused the repair, and the warranty would not replace a repairable unit. (The technician had already taken a portion of the customer’s cap ($130) with the initial diagnosis and leak chedid not wish to spend more on a second opinion) On July 18, 2017, the customer accepted the $cash out, then called back claiming that we were ‘low balling’ the offer. We called the technician and confirmed our costs, and the technician advised that there may have been additional problems which developed after the repair, but he had no way of knowing if this was the case or not Over the next three weeks there were intermittent calls/emails between our office and the customer, where we advised that we were offering our cost on the diagnosed failure, and the customer was trying to get all of our responses in writing, per the directive of her attorney On August 8, 2017, we offered the customer the remaining $of their Ice maker cap. We also verified that the customer did accept our cash out. The customer’s contract has since expired. They are now demanding call recordings which we are under no obligation to provide, and making libelous accusations, which are completely untrue. The customer has received a check for $820, and will receive an additional check for $50, to provide the remaining contract cap for their standalone ice maker We are sorry for the complicated resolution, but this is all we are doing to address the issue Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:I have called them at least times over the last to weeks and told them the problem of not completely draining, the customer service person entered my complaint in my file, so they are totally lying that they don't know what the problem is
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I did make a claim that was denied and paid a $service charge that should also be refunded! I got no work done for a minute visit from service co that your company sent for a fee of $100!!!!This should be a full refund with $service call reimbursement. The policy cancellation should be dated within days of purchase.
Sincerely,
*** ***

Revdex.com:Although we were never told to have our technician to contact HWA for the repair, we accept this responseWe find how many times we had to contact HWA for any response troublingFurther more, to say we are unappreciative of what they offered is completely untrueWe were merely looking for what we were told we would receive by their own rep.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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 am grateful to have a working air conditioner once again after being without for over a monthIn dealing with this issue, I received many conflicting reports of what was happening behind the scenes at HWAAlthough the customer services representatives were sympathetic and cordial, it still took far too long to resolve the problemI'm still a little uneasy that a quick fix was performed rather than the best fix, but again, I am grateful to have airI cannot in good conscience recommend HWA, and I hope that they are working on providing more transparency and a quicker resolution process for othersI appreciate the Revdex.com's help in getting this matter resolved
Sincerely,
*** ***

September 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s inquiry, and are sorry that
the initial repair did not address the failure. We were looking to further address the repair of the machine, but to expedite the completion of the issue, we have contacted the customer with options as of September14, 2017. We await their direct response Sincerely, *** *** Office of the President

December 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s complaint, and contacted them to
address the issue. We are waiting for their call back Sincerely, *** *** Escalated Special Handling

October 27,
Esther ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
Re: Sternod WA-
Dear Ms***:
We have received the customer's complaint, and have contacted her directly to address the issues
mentioned in her complaint
Sincerely,
Carl ***
Escalated Special Handling

June 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s rebuttal, and he is arguing that we have to upgrade his condenser to make the system work . The warranty would not upgrade the functional portion of his unit, because another part of it became inoperative Sincerely, *** *** DE Services HWA Claims Handling Manager

June 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
Per the customer’s External Sewer & Septic & External Water Line Repair Essentials Deluxe coverage, the contract excludes: “repairing anything caused by improper design, installation or settlement of Your external water line (e.gbellied lines, back-pitched lines)” This is the failure at the customer’s property, that they are experiencing, which is not covered under the contract. Per a review of the origination call, the technician advised that the coverage addresses underground pipes that fail due to wear. At no point were they told the contract covers “anything under “ their ground Sincerely, *** *** Office of the President

January 18, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** IN-*** Dear Ms***: We have received the customer’s complaint, and provide the following
response On December 22, 2016, the customer opened a warranty contract with our company. Per Contract section I.A.2: “Coverage will only apply to system and component malfunctions explicitly listed as “Included.” Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.” Six days later, the customer opened a claim online, for his washing machine: “Covered Item Problem: Leaking Water Brand: *** Has this item ever worked?: No When did you first notice the problem?: Today Have you moved into the home?: Yes When did you move into the home?: 12/22/Q & A: Q: Please Tell Us What Type of Washer You Have A: Top Load Q: Please tell us how many times this item has worked properly since the contract start date A: Never Problem Description: The washer seems to have a rusted drum that's leaking from the inside” A work order was automatically sent to a technician, who inspected the year old *** unit, and found the unit with a rusted out drum As this clearly did not happen within the contract period, and was easily detectable by “visual inspection or simple mechanical test”, it was not covered under the contract The customer is making three separate demands, in reference to the claim : Reimbursement of lost wages Reimbursement of trade fee And wants to know if appliances are ‘covered’ Per our contract: Section VII.H: “HWA IS NOT LIABLE FOR INDIRECT , CONSEQUENTIAL OR ECONOMIC DAMAGES FOR LOSS OR DAMAGES TO ANY PERSON OR PROPERTY ARISING FROM THE LOSS OF USE OR THE INABILITY TO USE THE EQUIPMENT TO THE EXTENT SUCH MAY BE DISCLAIMED BY LAW, AN D YOU EXPRESSLY WAIVE THE RIGHT TO ALL SUCH DAMAGES.” We do not owe the customer for wages, because he could not use his washer, and had to wait for a technician to diagnose the unit Section III.E: “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is lessThe Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is pay able to the Authorized Repair Technician at the time of each visitThe Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or denied.” The customer filed a claim online. A trade fee needed to be and was paid. We are sorry that he feels we should have denied the claim before the claim was filed, but we need a diagnosis to confirm coverageWe will not reimburse the fee paid to the technician The warranty spells out what is eligible under the contract coverageWe cannot advise the customer that ‘all his appliances are covered’, because all his appliances have not failed, and we do not know what has caused the failure that has not happened yet Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because: I have not received a refund check for the full amount of the contract
Sincerely,
*** ***

My AC was fixed after weeks, tons of phone calls, degree days, and my complaint to Revdex.comTheir was no type of apology or reconciliation for the week wait or their terrible customer service

Complaint: ***
I am rejecting this response because:i don’t know why hwa said to contact his insurance company because they said there is nothing they can doAgain he’s sent this guy to my house and his insurance company said that they are still in business He’s needs to take responsibility
Sincerely,
*** ***

July 3, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s message, and the information provided to them was
accurate, i.e. the technician quotes their costs as far as the excluded items, and would need to provide a written quote is that is what the customer requests A verbal quote was provided and approved As a courtesy, based on the related issues, we are refunding the second paid fee Sincerely, *** *** Office of the President

Revdex.com:
The dates are still wrong and incorrect if any follow up had been bothered to be looked at - Mr*** would have seen that The first service call was on July 5, I had called in to place a service call in June BUT the service call was cancelled and the provider never came out to the house It is not my mistake that HWA never made any notation to that effect The only times that an HWA provider was out to the house was on July 5,th and July 6th of I had placed calls to HWA on July 5, and 11th It wasn't until my complaint to the Revdex.com that I was able to get any resolution to the issue I did speak with Mr*** *** on Tuesday July 25th, after I had submitted the remainder of the documents that they were requesting I agreed to a settlement of It is a lot less than what we are were asking for but feel it is fair once their wholesale costs were explained Mr*** was never apart of this case Mr*** was the person that was handling all of the documentation and was the ONLY one who I spoke with directly I don't feel that Mr*** can adequately discuss this case when it was not who I dealt with on a first had basis I was told I would have to wait 4-weeks for a reimbursement check That is a very long time and hopefully they do work in that time frame Mr*** was fair to deal with in this matter I still have my reservations about the home warranty company Hopefully we won't have any further issues I do agree that the matter is closed as long as the reimbursement check for $arrives in a timely m***r If it does not I will notify the Revdex.com and HWA of that
Sincerely,
*** ***n

September 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** FL-*** Dear Ms***: Per *** Tracking, the package arrived in Jacksonville, FL on 9/7/ And then in Ocala,FL on 09/09/at 6:AM Sincerely, *** *** Office of the President