Home Warranty of America

Complaint: I am rejecting this response because: The service contractor called today at 1:09pm and left a messageAs per my previous message, he had not called before (as indicated in the phone records I provided) I have called the contractor back and the call is sent directly to voicemail I am unable to schedule an appointment at this time Sincerely, Laura [redacted]

Revdex.com, I would like to remove my entire complaint ID [redacted] as the vendor is working with us.How do we completely remove this complaint from your website etc?? Sincerely, [redacted]

June 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint We have provided the washer, and processed the requested refund To explain the service fee, per contract section III.E: “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less.” If the technician’s service fee is $100.00, that should be the cost paid If it is costs less to address the service, the customer should pay less We expect technician’s we send to charge appropriately, and if the customer advises that they do not, we address with them directly Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:"This is after the customer filed a complaint stating a supervisor did not call him in exactly hours." My complaint was not that a supervisor did not call me back in hoursI had a complaint that I tried to handle though your internal customer service channelsWhen that failed, I specifically asked how long until I get a call back? "Less than hours" When the hrs expiredI stepped out of your channels and contacted the Revdex.comI received phone call from the supervisor hours later and voicemail that only says call me backI will not have anymore undocumented conversations with your company and I was waiting from a response from the Revdex.comThen on Thursday, I received another voicemail with instructions about what information you needIn the email that I sent this morning, I reported that I am waiting on a copy of the home inspection but I supplied the invoice your contractor gave me where he reports there is a leak in the evaporator coil but he only performed the work of adding the Freon."we never received any information after the customer’s September phone call, until April when he called back Then we received the technician’s diagnosis, and are waiting for the correct information, showing that the unit was in proper working order."-So you have a phone call from me saying that I am still waiting on a repair and still have not received information from the contractor that you hired to tell you otherwiseAnd you still closed the Claim? If I never made the call in September telling you the request was still open, I would understand that the lack of communication would be satisfactory to assume the work was completeBut I did make that phone call, so the last form of communication you have in regards to this claim-since you reported that the contractor never reported in- is that the work was still incomplete."We did not charge the customer $140.00."- the previous attachment and the one sent to HWA directly shows an invoice from a contractor working for you, paid in the amount of $"based on the repair that the customer claims was done"-What repair are you meaning, no repair has taken place"The customers opinion that we “waived any pre-existing issues” does not effect this issue, and is completely false Proof that his non-functioning air conditioner was in proper working order is what we wish to verify, by the requested proof of repair from prior to closing." I am working to get a copy of that report, but as I stated before-when you were accepting my business, there was no need for proof of working conditionWhen I first made a request for service, there was no request for prior working conditionBut now that this repair will cost HWA, I have to prove prior working conditionAlso on your websites costs & coverages page https://secure [redacted] onal-order-flow&_flowExecutionKey=e1s1, after selecting my state "Oklahoma"The very first line under covered services are "Pre-existing"I do not understand why I am being required prove anythingI am also not looking for a refund, all I am asking for is for your company to come back and finish what it startedI have provided documentation that you came out for diagnostics and found an evaporator coil leakingWhen I called back I was told that I would have to pay to have that done againI do not feel I shouldI paid once you failed to move on it, your company should be responsible [redacted]

June 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and per the second opinion, it would appear that there is no failure with the customer’s HVAC system (The technician found the units running properly, with the problem being the cathedral ceilings and a lack of return air in the property) Sincerely, [redacted] Office of the President

March 1, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal and are providing the following responseTo repeat: “we are looking for a diagnosis of why the problem is occurring so we can address the solution The warranty would not just replace a unit or pay for a replacement with out a confirmed cause of failure.” The technicians that have been sent have replaced the pump, and suggested misuse in reference to the failureThe customer wants us to just replace the unit without knowing what is wrong with the unit, and more to the point, what has caused the failureWe will not replace the unit, or provide payment to the customer for replacement, without knowing what is wrong with the unit and a cause of failureThis is why we are sending a technician to provide a diagnosis the issueWithout that diagnosis, we will not do anything further Sincerely, [redacted] Escalated Special Handling

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ September 10, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] Lawrence MD- Dear Ms [redacted] We have received the customer's complaint, and provide the following response On August 7, 2015, the customer ordered a home warranty on a property that they have owned for approximately yearsThe Warranty Contract, per contract section 1.B.7, requires: ""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." On August 21, 2015, the customer's tenant called in a claim, stating upon first use of the washer on August 18, 2015, the unit did not fill, drain or spin(the tenant had only been in the property for seven days.) Per our contract, we sent a technician to diagnose the failure, who found a worn out drive motorAs the unit had never worked properly under Contract, we requested a copy of a visual inspection or mechanical test, to confirm the unit was in proper working orderAs there was no documentation, since the customer has owned the property for approximately years, we declined to cover the washer that never worked properly under the contract So we will not address the repair of the unit that never worked properly under the Coverage PeriodIf the customer wishes to cancel the coverage, they can provide a written request to do so, and the Contract will be cancelled per Contract section VIII.E Sincerely, Carl [redacted] Escalated Special Handling

April 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Harris IL- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal and are providing the following responseThe customer states that the equipment to address the replacement of his unit is still available He then has the option to take the offered payment and replace it as he sees fit We can provide him a check at our cost for the replacement, which was offered We will not find and offer outdated equipmentThe technician’s quote is for the upgraded coil, and the full installation of said coil If the customer wishes to provide our office his written quotes from these other technicians, we can easily review them, because it is clear that those offers would not be fully inclusive of everything needed to complete the installation If he wishes to have one of these other technician’s perform the replacement of the system, he can take our offered checkAs stated, we provide a check at our cost He is speaking to companies that are providing him quotes at retail costAs we are not responsible for his $1,demand, we are not responsible for his ‘cooperating’ $demand(which we assume he would wish to be in addition to our $offer) We are not going to negotiate to cover his non-covered costs He can approve $to have the technician complete the full repair, or we can provide the $offered payment, per his Contractual agreementSincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because at this point it is clear HWA does not have the best interest of their customersThis is well documented by the hundreds upon hundreds of complaints similar to mine hereI am now asking for a full refund, so that I may shop another warranty service that will take accountability for its lack of service Sincerely, [redacted]

November 2, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : The disputed $discrepancy has been resolved, with our apologies The claim has been filed, and the technician scheduled for tomorrow morning We would request that the customer close this complaint, with the option to reopen it later, if needed Sincerely, [redacted] Office of the President

September 12, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Gray TX- [redacted] Dear Ms [redacted] : As the customer was advised the day this complaint was filed, we are doing what we can to expedite the refunds Per their request for additional funds, Per contract: “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 payable to the Authorized Repair Technician at the time of each visit.” The customer states her company did not charge a ‘trade call fee’, but they did charge her for the repairs Per contract, the customer will pay the contract’s $trade fee or the cost of service, whichever is less Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

February 20, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] GA- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and apologize for any delay in the completion of their repair We have confirmed that the repair occurred, with the technician Sincerely, [redacted] Office of the President

March 30, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal, and will provide the full explanation of her two air conditioning issues , dating back to December On December 25, 2016, at 9:PM CST, the customer reported the following Air conditioning claim: “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: No problems Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: Two Q: Please tell us which part of the home is not cooling A: Downstairs Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Fan is blowing air but not very cool” Per our contractual agreement, we assigned a technician, to diagnose the reported failure On December 28, 2016, we received the following diagnosis: ‘The customer’s year old AC unit was low on refrigerant The technician did an electronic leak check, and found multiple non-repairable leaks in condenser coil The Evaporator coil is 410a compatible, but unit needs to be leveled & rehung with proper strapping, and must modify drain.’ We received the technician’s breakdown of covered costs to replace the condenser, as well as the non covered modification costs to complete the install, and rehang the coil Per contract section V.C, and section VII.J: “Except as noted above or when included in Diamond and Marquise Plan, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate/clean a system of R-necessitated by the repair of existing equipment or the installation of new equipment.” “Unless the optional coverage for such is purchased, HWA is not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components or installation of different equipment and/or systems.” We called the customer to review the Non-covered costs, and request their approval The customer refused and demanded a second opinion We advised her of an additional service charge(which would be paid to a second technician for their diagnosis) which she refused She threatened numerous complaints, and demanded a supervisorThe supervisor called her the same day, explaining why we would not send a second opinion to get the customer a second estimate for non covered charges The customer wanted to call their own technician outside of the warranty, which we could not reimburse We provided the customer a cash out amount on the cost of the repair, and advised they could accept that, or pay the non-covered costs The customer requested to call the technician, and the following morning, after talking to the technician directly, approved the non-covered costs Now, in March of 2017, we have a failure with the upstairs Air conditioning unit, and the same events occurred: · Customer files AC claim online · Warranty send technician to diagnose · Tech determines a failure with a leaking evaporator coil, and breaks down replacement costs, and non-covered modifications· Customer disputes costs and demands a second opinion, stating she will complain until she gets one At this point the customer gets a representative to assign a technician, in error, which is cancelled less than minutes later The customer is advised again, that they can accept the cash out, or accept the non-covered costs This time, the customer accepts the cash out So, to address their complaint: The customer is well aware that we do not send second opinions, so they can attempt to reduce their non-covered costs, which is what they wished to do on both their claims We advise the customer of how long the payment could take, but that is the longest it will take We are sorry that the customer feels this does not address their problem, but we cannot send multiple technicians to the customer’s house, at no cost, so they choose the non-covered costs they prefer This is why they can, and have, accepted our cash out Sincerely, [redacted] Escalated Special Handling

June 27, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] -TN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and left them a message to review their offer Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 28, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NC- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry We have contacted them directly, to expedite the issue, and are providing a cash out to address the failure Their payment is in process Sincerely, [redacted] Office of the President

August 14, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Long IL- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response On May 25, 2017, an External Sewer & Septic & External Water Line Repair Essentials DELUXE protection plan was ordered from our company, and placed on the customer’s property, with a start date of May 31, This was done after an approximate hour phone call where the specifics of the plan were discussed This contract, which provides specific coverage for external water lines, was purchased at a cost of $15.99, per month The customer was provided a copy of the coverage to address the specifics of their coverage Per the coverage in question, the warranty excludes: “ removing any items necessary to access Your external sewer or septic line ” & “ repairing private paved, asphalt and/or concrete surfaces or structures ” Rather than address the non-eligible parts of the repair, the customer has cancelled their coverage, Our home warranties offer some assistance with controlling the costs associated with appliance or system breakdownsUnfortunately, opening and closing access to the customer’s private property is excluded from our coverage We apologize for any inconvenience or confusion this issue may have caused the customer Sincerely, [redacted] Office of the President

December 4, 2015Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: 10978140: Bradley TX-2007255Dear Ms [redacted] :We have received the customer’s complaint, and addressed the issue directly with the customer.Sincerely,Carl [redacted] Escalated Special Handling

Complaint: I am rejecting this response because:According to the documents you gave me at closing AND your web site, my policy is supposed to cover "Unknown pre-exsisting conditions" and "Unknown insufficient maintenance." I don't know if the heater worked during the period I owned the house but according to the language in your policy, it looks pretty clear to me that it's covered Your companies words not mine After all, isn't a warranty just a promise of performance? https://secure.hwahomewarranty.com/realEstateProfessionalOrder.flw;jsessionid=97...⇄ company considered the matter closed as soon as they found out the parts were not available to repair the heater and it had to be replaced and they would have to write a check for $to cover it If that wasn't the case: Why bother having their service provider look for parts for three weeks? Why did he tell me they authorized replacing the heater? I got a kick from your excuse that basically he was verifying that it wasn't covered Right, because HWA would be the first company to step up and say: hey this is actually covered, we owe you for this Good one Unfortunately, you are the only one who believes that He came out to fix the heater He discovered parts weren't available He gave you a quote to replace the pool heater and it was when you received the replacement quote that you decided to deny the claim because he couldn't just put a band-aid on it.I asked for a refund when Home Warranty of America told me they would not replace my pool heater (spring 2016??) I followed up requesting a refund of my policy in writing as they request on June 13, As of today, nothing How long does it take to process a check? Two and a half months?Looks like Home Warranty of America added another Revdex.com complaints in the last couple of weeks That is pretty amazing I took a look at your facebook page and it looks like quite a few ticked off people posting negative experiences with HWA I found one that was posted in the last few days: Almost exact same situation but with a washing machine This company is pathetic You must have one heck of a salesperson to con real estate agents into wasting hard earned commission for this worthless so called warranty.I expect my heater replaced, just like the warranty defines it should be Sincerely, Brian ***

July 7, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : The customer stopped the payment to the technician They accepted their costs, paid them in ‘good faith’ and then cancelled the payment (which is not ‘good faith’) We will gladly send the technician back to re-evaluate the issue, when the customer restores the payment that is due to the technician Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

The Below referenced e-mail was sent to the Revdex.com on 11-6-2015:"Esther, This now former customer has filed a complaint in reference to a title company not receiving reimbursement for the customer’s cancelled contractNot only does this not make sense, as we would reimburse the customer(not the place that sent us a check on their behalf), but also the check was issued to the customer days before the complaint was filed.It almost seems like the customer is wanting us to pay twice, but in any case, the complaint does not seem valid, as they requested to cancel, and we paid the customer back the full cost of the contract in a reasonable amount of timeCarl [redacted]