Home Warranty of America

June 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
The customer spoke with a supervisor the day after filing this complaint. A clerical error on the manufacturers part, sent the needed equipment to the wrong place. They are correcting the error by overnighting the equipment to the correct location, and the technician should be able to schedule the repair early next week Sincerely, *** *** Office of the President

July 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: On July 22, a cash out offer was calculated to address the customer’s AC issue On July 28, 2016, this was offered ***, who approved the payment Thus, the customer was contacted directly to address the issue Sincerely, *** *** DE Svcs HWA Claims Handling Manager

March 20, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s inquiry and have
addressed their concerns with them directly Sincerely, Carl *** Office of the President

August 19, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: The failure is not covered under the contractIf the issue were eligible, and the issue was unknown, or could not have been detectable by visual inspection or mechanical test, we could address As it stands, a non wear failure is a non covered issue. Even is the customer knew nothing about it, someone manually breaking t heir pan and line is not covered under contract Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

August 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We refuse the customer’s demand, because, as stated, we are not responsible for the vendors actions We are sorry they feel they have received poor service, but we will not cover the non-covered costs for the repair/replacement Sincerely, *** *** Office of the President

August 30, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NJ-*** Dear Ms***: We received the customer’s complaint, the replacement was
approved, and the technician has received the number to pick up the replacement unit Sincerely, *** *** DE Svcs HWA Claims Handling Manager

April 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO-*** Dear Ms***: We have received the customer’s complaint and are providing the following responseOn
April 22, 2016, the customer opened a month warranty contract on their newly purchased property. The contract requires all systems and components to be in proper working order and specifically states, per Section I.Aof that contract: “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.” & Per section I.B.7: ““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 DateAttached garages, detached garages, exterior pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.” Hours later, the customer reported that the HVAC unit was not cooling. A claim was opened in reference to the issue, and per contract, a technician was assigned to diagnose the failureThe technician was on site April 25, 2016, and advised the following day, that the year old system was low on refrigerant, from a leaking evaporator coil. As an HVAC system would not develop a leak in less than a day’s usage, the claim was rejected and a home inspection requested, to confirm the unit was in proper working orderUpon review of the home inspection it was determined that the unit was not turned on, and stated it should be tested by an HVAC contractor prior to closing. Had this been done, the failure would have been detected by mechanical test as it was when the customer turned on the unit and noticed it wasn’t cooling properly on the day they moved in As this unit was not in proper working order on the Coverage period Start Date, we would not address the repair/replacementSincerely, *** *** DE Svcs HWA Claims Handling Manager

November 10, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OH-*** Dear Ms***: We have received the customer’s complaint and provide the following
response The customer’s issue is with an approximately year old *** dishwasherThe technician that has been assigned to this service, has addressed the issue to *** directly, and we have been advised that we will receive an update on November 11, We wish to resolve this issue as much as the customer, and will contact them with an update as soon as possible Sincerely, *** *** Escalated Special Handling

July 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s complaint, and the repair is moving
forward Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: I appeal the decision because the gentlemen that came out to look at the AC did not say it was due to the sprinkler hitting the unit. They said if that was the case you would need to cover the unit up because it rains so much in FloridaThey said about every 10-years you need to replace the unitThey did say that HWA would more than likely give us a credit towards a new unitWhen my husband called later that afternoon he did say every time it rains do you expect me to hold an umbrella over it? the unit needs to breath and can not be enclosedEvery single unit in our area is exposed on the same place on the side of the house and 99% of people have a sprinkler systemWe maintain ours so that the spray does not touch our home, the driveway or any place other than the lawn, it is definitely pointing to the AC unit
Sincerely,
*** ***

January 13, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Ford WI-Dear Ms***: We have received the customer’s complaint
and are providing the following responseThe Customer purchased our Contract at the closing of his property on December 23, 2015, and moved into the property on December 26, On January 6, 2016, the customer called and advised that two days prior, he noticed the hot water heater banging, a smell of gas in his laundry area, and sediment coming from faucetsA claim was processed for his Water Heater, and we were assigning a technician to diagnose the unitThe following afternoon, the customer called back to check on the status. At that time we offered him the ability to get his own technician, to expedite the claimHe declined and the cancellation of the contract was discussedThe next day, a technician was assigned and the customer provided him pictures of the unit. Per the technician, the unit was leaking and improperly installedThe technician scheduled the service for Monday, based off the customers availability On Monday, under a more in depth diagnosis, the technician reported that the year old, gallon gas water heater was leaking from the tank, due to ageAdditionally, the unit was improperly vented to the side of the house and not the roofPer the water stains on the floor from the leak, the tank had been leaking for longer than the weeks the contract hat been in place. Per our contract, Section I.A.2: “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.” We had requested the customer’s inspection, to determine if an issue with the water heater was known or could have been detectable by visual inspection or mechanical testPer the partial document provided, the inspector advised that the water heater was a safety hazard, and references a note later in the inspection, which was not provided. We have requested the remainder of the document from the customer to confirm the unit was in proper working order, but the customer will not provide it. It would appear that the customer prefers to inappropriately discredit our service, rather than provide the documentation to allow us to review the issueAs the customer has made no demands with his complaint, they are not looking for anything further from us. To attempt to resolve the complaint, we request that the customer provide the remainder of the inspection document, or we offer a full refund of his Contract in the amount of $530.00, upon receipt of his written request to cancelSincerely, Carl *** Escalated Special Handling

March 15, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MO *** Dear Ms***: We have received the customer’s rebuttal and are providing the following responseWe can only assume that the customer still wishes to cancel, though they will not get a full refund. Their cancellation is in process, and their refund will be received in approximately weeks Sincerely, *** *** Escalated Special Handling

August 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s inquiry, and per their contract section
I.B.7: ““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 break downs due to insufficient maintenance if at the time the issue or break down was unknown.” Per the information provided, the fans in question are failing, but are still operational We are sorry, but the warranty contract will not pre-emptively replace fans that have not failed Sincerely, *** *** Office of the President

August 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** *** ID-*** Dear Ms***: We have received the customer’s complaint and have addressed the
electrical claim. Per correspondence with the customer, we are contacting the per possible additional issues Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt shouldnt require a Revdex.com complaint to get action when I had asked for an update three times, but it is what it is
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: No one on HWA addressed this problemI called the number that was given to me and no one called me backHWA called me April to give me another number to call which was *** PlumbingThey never called eitherHow does HWA know that the parts was missing just from meI am not a plumber no more than they areThe whole system was not working and they have not even talked with the company that replaced the systemThey never once addressed the problem they just took a phone call and made their decisionTo me that is a rip off and a easy way of getting out of a claimNot good for business and I will never recommend this company to any one
Sincerely,
*** ***

August 25, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IN-*** Dear Ms***: We have received the customer’s inquiry, and provide the following
response On June 25, 2017, the customer opened a refrigerator claim, reporting that the unit was not cooling/defrosting We immediately filed a claim, and have received the following information, based on the customers inquiry, and claim recalls: June 27, 2017-No failure with unit at time of service July 13, 2017-No failure with unit at time of serviceJuly 19, 2017-failed control board and temperature sensor due to wear-repaired August 1, 2017-failed inverter board-repaired August 11, 2017-Technician could not determine failure and requested second opinion August 11, 2017-Technician reported no power to compressor-part ordered August 17, 2017-Technician cannot service for a week, and customer requests reassignment August 23, 2017-Technician discovers incorrect inverter improperly installed-part ordered We apologize for the delay in completing this repair, as we have had an intermittent failure with the customer’s unit that was not present when the technician was looking for signs of failure. As the failure has been determined, we are now addressing the repair as quickly as possible. We expect, based on the current diagnosis and information, that the repair will be complete by early next week Sincerely, *** *** Office of the President

September 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s inquiry, and as they were
advised the day this inquiry was filed, we approved the technician to perform the needed repair 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 meI have received a check to help make the roof repair.
Sincerely,
*** ***

March 23, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC- Dear Ms***: We received the technician’s diagnosis electronically on March 20, Per a conversation with the customer on March 21, 2018, the technician is ordering parts and should receive them by March 28, Sincerely, Carl *** Office of the President