Home Warranty of America

April 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** OK-*** Dear Ms***: We have received the customer’s complaint
and are providing the following responseWe received the customer’s complaint and would like to respond accordingly. On October 19, 2015, *** *** opened a Contract with HWA. On November 19, 2015, a Heating claim was filed by the customer. They stated that the unit had been used for only days under Contract, and was working intermittently We immediately assigned a technician to diagnose the failure. The technician diagnosed that a control board was failing, and had ordered it to be replaced without advising us of the diagnosis(Please note: the initial diagnosis had been cancelled, and then rescheduled when the unit failed. Then the board needed to be ordered) On December 2, 2015, when the board was being installed, the technician found that the year old *** unit had a cracked heat exchanger. We requested the customer’s inspection, to confirm the unit was in proper working order on the Contract effective date, per the 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 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.” On December 10, 2015, The inspection was received, and the replacement approved, based on the customers approval of the non covered costs. The customer disputed the non covered costs, and per Section VII.O, we offered her a check for our cost on the replacement. “(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.”) We offered her the $762.50, she demanded $1,600.00, as she had already replaced her systemWhen we declined to increase our offer, she filed A complaint with The Oklahoma department of insuranceShe then accepted the $762.50, which was sent to her in late February We have no information if she has received the check or notShe has not requested that we reissue it. As we advised her and the Department of Insurance, we have offered our cost, and that is all we will offerSincerely, *** *** DE Svcs HWA Claims Handling Manager

Complaint: ***
I am rejecting this response because: I called before second call and explain that its working right now but its doing exact same thing as beforeI was told frim both contractor and hwa that there wont be any charge as this is a same problemMy unit still shuts down and issue is not resolved.
Sincerely,
*** ***

April 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***:*** NC-*** Dear Ms***: We have received the customer’s complaint, and their questions were addressed the
same day it was filed(prior to receiving the complaint). We are waiting for their response Sincerely, *** *** Escalated Special Handling

November 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: Safstrom IN-*** Dear Ms***: On June 24, 2016, the customer opened a plumbing claim, reporting a
stoppage/clog in their basement drain line. At the time, the representative who filed the claim offered the customer an additional contractual coverage for External Sewer & Septic & External Water Line Repair Essentials DELUXE, which they accepted Six days later, the technician who came to the customer’s home reported electronically that the customer’s sewer line was blocked at multiple locations by roots. (They cleared the stoppage at that time with the rodding.) Approximately five months later, the customer called back, looking to file a claim for his water and sewer coverage, on a cracked line that was discovered back in June. Per contract section IV.C of their coverage: “Our responsibility will be to arrange for an Authorized Repair Technician to repair, at Our expense, up to the limits set forth below, leaks, blocks or breaks due to wear or tear or tree roots of the portion of the sewer service line You own from the utility’s point of responsibility or from Your septic tank to the point where Your sewer or septic line enters the Covered Property at the foundation, up to a maximum aggregate limit of $5,each Term (this limit includes the cost of any permits required to perform services under this Contract), and subject to the exclusions set forth herein and so long as the external sewer or septic line is in proper working order on the Contract Period Start Date Based on the diagnosis received six days after the contract was purchased, their external sewer line was not in proper working order, and the claim was not filed We have spoken to the customer, per other complaints filed about this issue in other locations, discussed possible resolution and are waiting for their call back Sincerely, *** *** Escalated Special Handling

June 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: File Number: *** *** FL-*** Dear Ms***, We received the customer’s complaint and provide
the following response On May 24, 2016, the customer opened a Cooling Rep*** & Maintenance Essentials Plan with our company. The cost of the plan was 194.29, Or, approximately per monthly payment On May 25, 2016, the customer disputed the cost of the plan, and requested to cancel On May 26, 2016, the customer received service on his Cooling system We are sorry the customer is unhappy with our service, but we need to be billed for the service received, so we know what funds can be returned to the customer Sincerely, *** *** Escalated Special Handling

November 8, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NY-*** Dear Ms***: We have received the customer’s complaint and addressed this with them the
day they filed the complaint. They were unaware that the contract renews automatically. Sincerely, *** *** Escalated Special Handling

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

September 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MI-*** Dear Ms***: Two service fees have been refunded to the customer We apologized that the one in our prior letter was misidentified as the “water heater’ fee We are not refunding a third fee to the customer Sincerely, *** *** Office of the President

December 1, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MI-*** Dear Ms***: We received the customer’s inquiry and are providing the
requested refund Sincerely, *** *** Office of the President

December 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and addressed the refund
with them directly Sincerely, *** *** Escalated Special Handling

January 11, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: 11077820: Pell TX-Dear Ms***: We have received the customer’s
complaint, and provide the following responseOn December 29, 2015, the customer filed a claim for his sump pump, reporting a number of different concerns in reference to his primary and backup systemsPer our Contract, we sent a technician to investigate the issue. The technician went to the customer’s home and found the eligible primary pump functioning properlyHe collected the trade fee that was paid by the customer A few days later the customer reported that he did not think the technician addressed the issue. We offered to file a recall to send the technician back to re-evaluate the situation, but the customer wished to hold off, and made sure it was noted that the problem was reported so he would not have to pay an additional fee It would appear that there was a disagreement between the customer and the technician in reference to the failure, and rather than have the technician return under a recall, the customer called a different technician, to address the issue outside of the Contract They are now wanting us to reimburse the trade fee that was paid to the technicianWe decline their request, as the technician performed the diagnosis, and would have returned to readdress the stated failure, had the customer allowed Sincerely, Carl *** Escalated Special Handling

February 16, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** UT-*** Dear Ms***: We have received the customer’s complaint, and have been advised that the
parts in question were delivered yesterday, and the repair should be completed today Sincerely, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because: After we filed the claim with the Revdex.com we called HWA again trying to figure out what was going on. We were told the claim had been approved and they needed our approval for the cost. We approved our cost and was told someone would be in touch with us. We waited a couple of days and called HWA back because we had not heard anything. They told us for the second time that our claim had been approved and they needed our approval for the cost. We explained that we had already done that and she told us she did not see how that was possible because there was no notes stating that and that it was just approved. We were told again that someone would contact us. I called HWA back again today because we still have not received a phone call and explained that no one has called us. She told me today that our claim has been approved and that parts have been ordered but that someone would be calling us. We have yet to have anyone call us to schedule an appointment, so I am rejecting the response because the work has still not been done. I will approve the claim when the work is done. Until then I do not believe what I am being told
Sincerely,
*** ***

August 22, Lucille *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: *** Wagener IL-*** Dear Ms***: Our Contractual obligation is, per contract section I: “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 arranged for a technician. The customer stating after the fact that we should not sent someone, is not what the contract states. She then edits ‘or mechanical test’ from her statement of contractual explanation, because the fact that the unit was not tested, and never worked properly is why the issue is not covered Sincerely, Carl *** DE Svcs HWA Claims Handling Manager

November 11, 2015Lucille ***Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite 2006 Chicago, IL 60611Re: *** *** TX-***Dear Ms***:We have received the
customer’s complaintThe
customer states the Plan was supposed to be cancelled
in September, but when we called him in September to confirm this information,
he never contacted us back. Thus, as the
Plan was still in place, we charged him the October paymentAs he has advised us the plan
was to be cancelled, we have put his refund in processSincerely,Carl ***Escalated Special Handling

June 5, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NC-*** Dear Ms***: We have received the customer’s complaint, and provide the following response
On May 22, 2017, the customer filed a claim for their Air Conditioner. Per our contractual agreement, we immediately attempted to assign a technician to diagnose the reported failures. As the customer had told us they had no cooling for two days, and had high local temperatures, we approved them to get their own technician, requiring the technician to contact us with a diagnosis, prior to performing any work On May 24, 2017, we received the diagnosis from the technician on the Air Conditioning unit, reporting a large leak in the year old evaporator coil. There was no mechanical failure reported with the Condenser, but per the technician and government requirement, the unit needed to be replaced to match the new coil. He provided a breakdown of the replacement costs, as well as the non-covered costs to replace the condenser (Per contract section V.C excluded: “Except as noted above or when optional coverage is included in Diamond and Platinum Plans, 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.”) On May 26, 2017, we reviewed the non-covered costs with the customer, and they disagreed, wanting us to upgrade the condenser. We explained why it was not covered On May 29, 2017, we calculated a cash out, which was accepted by the customer Per the customer’s complaint, they explain our position, which is mostly accurate. The evaporator coil has failed The warranty will not replace a functional component of a repairable system (The condenser), because of a needed coil upgrade Sincerely, *** *** DE Services HWA Claims Handling Manager

May 11, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** FL-*** Dear Ms***: We have received the customer’s rebuttal and are providing the following responseThe ‘drainage pipe’ in question has nothing to do with the plumbing system inside the main foundation of the homeIt is for water drainage on the external of the house and is not covered under the contract Sincerely, *** *** DE Svcs HWA Claims Handling Manager

July 28, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s inquiry, and their requested replacement
refrigerator was approved and ordered the day the complaint was received Sincerely, *** *** Office of the President

August 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** VA-*** Dear Ms***: We have received the customer’s inquiry, and are expressing them
the discussed payment, to address the issue Sincerely, *** *** Office of the President

Complaint: ***
I am rejecting this response because:
Sincerely,
Jose (joe) ***Mrs*** I would like to thank you for taking the time to accept my complaint, however after some thought I decided to not continue this back and forth as I realize it will do no good for me much less get me some sort of refundI still have some level of satisfaction that at least I gave the Revdex.com my complaintThank you Mrs***