Home Warranty of America

November 9, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s complaint and addressed the resolution with
the customer directly Sincerely, *** *** Escalated Special Handling

July 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** CA-*** Dear Ms***: We have received the customer’s complaint, and have addressed the issue
with them directly Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: Although after filing this complaint with the bureau and contacting the regional sales rep thru my real estate agent who arranged the policy, HWA did finally send a technician that THEY AUTHORIZED to diagnose the issue, HWA still has not made a decision on repairing or replacing my oven. It took days to get the technician to my home for the diagnosis. The technician was willing to order the part needed and attempt to get it here in time to repair the oven before Thanksgiving, however, HWA did not authorize the technician to take action. Further, they are delaying the decision for their stated reason that the repair is expensive and they haven't decided what to do about it. The oven failed on its own through wear and tear and should have been repaired or replaced promptly. However, no decision has yet been made by HWA as to how they will proceed, now days after the oven failed
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: they took almost a month to RESPOND while I had to sleep in degree temperatures.
Sincerely,
*** ***

August 26, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***(Mccord)OH- Dear Ms***: We have received the customer’s mother’s response, and provide the following explanation, in time order: January 26, 2016: Malik *** purchased a month home warranty plan for our company, on a recently purchased duplex On June 28, 2016: Malik contacted our office, and reported the upstairs unit’s AC was not cooling. Per our contractual agreement, section I.A.1: “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 assigned a technician, who reported to us on the morning of June 30, 2016, that: “Outside condensing coil was very dirty , pressures too highWashed condensing coil, pressures are correct System operating properly at this time Customer did not pay service fee” On July 26, 2016, The customer’s mother(Iris ***) called our office, reporting two weeks prior, she noticed the unit was not cooling properly in the heat of the day 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.” The technician was sent back to the property, and on August 3, 2016, reported that they found no failure with the unit On August 4, 2016, Iris called again, reporting the unit was not cooling. At that time, she declined a recall or a second opinion, said she would not renew the coverage, and ended the call On August 7, 2016, Iris requested the second opinion On August 9, 2016, Iris called, stating the technician diagnosed the issue and is requesting a replacement. As we needed the documentation from the technician, we could not do anything until that was received On August 10, 2016, Iris called looking for an update. The technician sent in the form On August 11, 2016, (after Iris called for a status report)We received and updated the form, which advised that the year old evaporator coil pan was rusted and leaking which allowed water into the furnace, damaging the unitThough the furnace damage was secondary to the Air conditioning leak (excluded per section VII.G), we moved forward with the replacement of the failed coil and furnaceWe called the technician to clarify, if the new coil would work with the existing condenser and an RExpansion valve, or if the customer needed to replace the old condenser On August 12, 2016, Iris called times, and real estate agent called. A supervisor called the customer and explained the situation, and the vendor was called again, to confirm is there was an issue with the new equipment working with the old condenser On August 13, 2016(Saturday), Iris called again, threatening to go ‘public’ with the claim, if she had no response by Monday On August 14, 2016(Sunday), she went ‘public’ filing this complaint On August 15, 2016, the technician advised us that the condenser that had not failed, would need to be upgraded to work properly with the system. Per our contract, section I B.7, it requires that components: “ …become inoperative due to wear and tear…” Additionally, per contract section V.C, excluded: “Except as noted above or when optional coverage is purchased with this Contract, 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.” Iris was called, and the situation was explained, as far as the additional costs for the replacement condenser, or a cashout for our costs on the coil/furnace and labor She declined the charges, and ended the callAnother rep called her back, and Iris advised she would review her options and call back On August 17, 2016, Iris accepted the cashout, On August 21, 2016, the cashout was processed On August 22, 2016, we replied to the Revdex.com, as the issue had been resolved The customer replied to our response the same day to address: At no point in our contract does it state we will respond to your complaint in hours(We believe the customer is referencing section III.B, which states “HWA will dispatch Service Requests to an Authorized Repair Technician within hours.” We did this for all technicians assigned to this claim The maintenance done to the unit is not eligible under the contractPer contract section VII.Q: ” You agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.” The customer’s accusation is completely incorrect. Her coil failed, which the warranty is addressing. Her Furnace failed, which was caused by the coil failureThe warranty should not address that, but is doing so. Her Condenser did not fail, so we are not replacing it We are paying this claim. Iris seems to be upset because we are not replacing their condenser which did not fail. We are sorry she feels that our practice of covering systems and components that become inoperative due to wear is unethical and misleading On August 24, 2016, Iris disputed the offer she accepted a week prior. We have re-offered her the option to pay the additional costs for the condenser replacement, and she is reviewing legal options On August 25, 2016, We contacted her again to review the issue, explained the coverage, and are still sending the customer the check for the cashout Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

March 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** ** *** Dear Ms***: We have received the customer’s
complaint and are providing the following responseThe customer is requesting to cancel their Contract, and is requesting a full refund of their contract premiumPer our Contract Section VIII.E: “If HWA cancels this Contract or if You cancel this contract after the first days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA;” We have provided coverage for the customer since January 11, 2016, so they are not entitled to a full refundWe have contacted them to confirm that they still wish to cancel, without the full refund, and are waiting to hear backSincerely, *** *** Escalated Special Handling

November 25, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: ***: *** OH-1549060Dear Ms***:We have received the
customer’s complaint and
contacted them directly to address the issueSincerely,Carl ***Escalated Special Handling

Complaint: ***
I am rejecting this response because: this company's behavior and service are unacceptableTheir response does nothing to address their terrible serviceIn addition, neither Revdex.com nor this response address this company's public misrepresentations that they are an A+ rated company, when Revdex.com actually rates them BI also request that, based on the manner and number of complaints against this company, Revdex.com readdress whether to certify this company at allConsumers are being misled and receiving terrible serviceRevdex.com has a responsibility to assist consumers in avoiding doing business with this companyThey are just awful.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:i have heard all these lies beforeWould they like to tell me how the check was sent? *** *** *** *** *** has already come and gone from my road as well as uspsNo check

August 24, Lucille Garcia Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : Clipperton NJ- Dear Ms*** We have received the customer’s complaint, and are attempting
to have the installation corrected with a different technician This is in process Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

June 6, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** AL-*** Dear Ms***: We have received the customer’s rebuttal, and provide the following response The $1,offer is our cost on the condenser replacement, it is composed of labor, torch fees, refrigerant recovery, and the condenser itselfThe unit was a *** Model *** The customer is still accusing us of lying(which is not true), and trying to go back and forth in reference to the events of the diagnosis, and declined repair As they have stated, they have addressed the unit outside of the warranty, and are trying to justify their actions by claiming that we did not respond, when we spoke to them repeatedly on June 2, 2016. The only reason to request a breakdown now, is to continue the dispute from the initial complaint, of how she believes that: “We all know HWA can not purchase a unit have it installed with 1K.” The customer chose to not pay the quoted costs to replace her inside unit, and replaced their entire system, claiming that they had to. We understand the customer’s position, but will not reimburse for work done outside the contract and without our approval Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint:
I am rejecting this response because: I have called the service contractor again today. The service contractor, that HWA assigned, did not answer. I pay HWA a monthly contract fee (not the service contractor), pushing this problem off to the consumer is an unacceptable business practice. It is clear to me that the service contractor did not initially tell the truth (as proven in my phone records) about calling me. I am now in the same position again with regards to trying to set up an appointment to resolve my claim.
Sincerely,
Laura ***

January 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** : *** IL-*** Dear Ms***: We have received the customer’s invoice, and are addressing the requested
refund Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because: it does not address multiple components of my complaint with the biggest piece being the misleading information pertaining to what they would cover that was provided by their representative when I called for authorization of the repairs
Sincerely,
*** ***

June 6, *** *** 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,
by point: The warranty has not refused to provide service, defined contractually per section I.Bas: “Service” or “Services” mean the diagnosis and performance of the work , including parts and labor, to repair or replace any Covered System and Component that becomes inoperable due to a mechanical failure caused by routine wear and tear in accordance with the provisions set forth in this Contract.” The customer has filed two claims, and we have provided service on both The payment for the technician’s work on the first claim is not the customer’s concern. There were no reported non-covered costs required by the technician, or work needing payment approval by the customer Per a review of the origination call, the customer was not told that the claim would be “definitely covered” The customer’s initial claim was covered under the contract, and the warranty paid over $to the technician for the repair The second claim was not covered because the customer disassembled the drain, and tried to chemically clean the clog, which prevented the technician from completing the repair Per 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 discovered.” In this case, the customer did not call us. They attempted to repair the failure, and when they could not repair the issue, they called our office We will not provide coverage for the second claim Sincerely, *** *** DE Services HWA Claims Handling Manager

July 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have received the customer’s message, and have contacted them with the
requested cash out amount. We are waiting for their call back Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:I have not received a refund check from HWA as of 10/3/as described in the response, nor has the company contacted me to inform me of this resolution as their personnel instructed me they would do each time I called the company to request my refund (calls in Aug/Sept.) A little communication from someone at the company would go a long way along with a refund before they respond to Revdex.com it has been resolved
Sincerely,
*** ***

November , 2015Esther ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: 94575340: *** IL-1854776Dear Ms***:We have received the
customer’s complaint, and have
addressed the issue with the customer directlySincerely,Carl ***Escalated Special Handling

September 9, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms*** We have received the customer’s complaint, and have addressed
the issue Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: I do not have resolution as of yetI have been without my built in oven since November 26th and HWA has yet to replace our unitThe promised delivery date for a replacement unit is 1-17-By the time it is installed I will have been almost months without my built in wall ovenNot able to cook during Christmas and New YearsHard to believe reallyI could have have purchased a replacement unit myself and had it delivered by January 6th
Sincerely,
*** ***