Home Warranty of America

October 17, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ID- [redacted] Dear Ms [redacted] : We received the customer’s complaint, which was addressed on October 12, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: I reject HWA's use of Under The Contract as an excuseUnder the contract SERVICE CALLS B.- HWA will dispatch service requests to an authorized Repair Technician within hoursTo claim they satisfied this condition by finding a technician on the 11th of May, when I notified them on the 1st of May, is not living up to the contract that they like to quote in responseAlso, to have a representative tell me that I should find a technician myself (it's not in the contract, for me to do their job)) & then pay the full price of repair myself (with the possibility of reimbursement), that is not by the contract, which states- $or Actual cost of service, whichever is lessI reject HWA's using the excuse of not in the contract, when they can't seem to go by it themselvesWhy they would want to have a dissatisfied customer over a mere $request to be reimbursed for their share ( when I'm sure they know they made the mistake), that makes no sense to meI bought the most basic $washer from Lowe's home center and think it's not to much for them to do the right thing Sincerely, [redacted] ***

August 24, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] LA- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following explanation The customer has had a warranty with our company for almost years They reference a number of claims filed We will address their referenced claims On August 25, 2014, the customer filed the following AC claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling 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: The thermostat is not responding 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: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Thermostat does not respondFan does not come on nor does cooling or heat.” A technician was sent twice, and addressed the customer’s reported failure by clearing their condensate drain(excluded maintenance), which allowed the unit to run (Customer has a float safety switch that stops the unit if the water backs up in the drain pan.) On June 3, 2015, the customer filed the following Refrigerator claim online: “Covered Item Problem: Leaking Brand: [redacted] Has this item ever worked?: Yes When did you first notice the problem?: About a week ago Q & A: Q: Please tell us what type of refrigerator you have A: Freezer on top Q: Please tell where the refrigerator is located A: Kitchen Problem Description: Lower shelf in fridge fills with waterIt may happen when the icemaker is turned on.” The technician sent cleaned the refrigerator defrost drain, which resolved the problem On December 24, 2016, the customer filed the following AC claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling 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: Other Q: Please tell us how the air conditioner worked for you previous to this problem A: Did not cool very well Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Water trap under air conditioner upstairs is overfilling and turning off This again, was a clogged condensate drain line, which the technician cleared On February 11, 2017, the customer filed the following AC claim online: Covered Item Problem: Heat Pump System - Same system used for heating and cooling 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: Outside unit is not coming on Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Same exact problem I had when your technician came out in December and claimed it was a "maintenance" issue that my home warranty doesn't coverWater is overflowing under the drain upstairs and tripping the wire that turns the AC off The customer is aware at this point that their condensate drain is clogging, which is stopping the unit They are also aware that the cleaning of the unit and drain is routine maintenance On May 26, 2017, the customer filed the following AC claim online: Covered Item Problem: Heat Pump System - Same system used for heating and cooling When did you first notice the problem?: Two days ago 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: The air conditioner is cooling fine but there is water leaking from the inside unit Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: I've had HWA techs come out three times for this same problem and was told the solution was to not run my AC unitThe overflow pan begins to collect more and more water until the unit does not turn on Another technician was sent to the customer’s property, who found the condensate line clogged, which stopped the customer’s unit They cleared the line On July 2, 2017, the customer filed the following AC claim online: “Covered Item Problem: Heat Pump System - Same system used for heating and cooling 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: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Several of your service people have come and have not fixed the problem, performing declogging (a service that is not covered under your warranty)I am going to have a professional come and assess the problem as none of the money I spent on service calls and the extra for the "non covered" servicesPlease advise as to how I can cancel this account.” The customer’s contract explains how to cancel the coverage Filing an AC claim online, sends a technician to their property to diagnose a reported failure, and does not Four days later, the customer cancelled the claim, stating they were going to have a their own technician address On August 24, 2017, the customer filed the following AC claim online: Covered Item Problem: Heat Pump System - Same system used for heating and cooling 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: I had my own HVAC professional out to perform maintenance and they found a problem Q: Please tell us how the air conditioner worked for you previous to this problem A: Other Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this seasonA: More than Months Problem Description: Maintenance was done Tuesday and after the air did not cool as wellThe tech mentioned that the coil might need to be replaced and the freon is a little low.” After the customer called out their own technician, and advised that they performed the required maintenance, they advised of a possible failure with the systemWe assigned a technician to investigate and the next day, the customer cancelled the claim So, of the seven claims filed in the contract period on the two systems the customer referenced in their complaint , six were related to their AC system, and the diagnostics on five of the six were the need for routine maintenance, which is not a problem covered under warranty No technician ever provided a diagnosis that the refrigerator or air conditioning systems needed to be replaced, so the customer cannot correctly state that HWA “never resolved my hvac or refrigerator problems covered under warranty”, as there was never an eligible problem(mechanical failure) covered under contract that we were allowed to address We cleared the customer’s drains that stopped their units from running We have accepted the customer’s request to cancel, and are providing a partial refund Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:The copy/paste response of the business from thier contract and/or terms and condition is really meaningless after I spent hours waiting on the phone and dealing with their customer service representatives and unprofessional vendorsThre are of course no provisions for this in their contracts or terms and conditionsHWA has a terrible track record not only with the Revdex.com but also as evidenced with community review sites such as [redacted] or ***This is the kind of business that is taking advange of consumers by offering a mediocre service and not taking reaponsibility for itIf the business is not willing to work on a resolution agreeable to both parties please log my complain as unsatisfactory resolved by the business in the Revdex.com site.Best Regards, Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Mr [redacted] ’s claim that we “did not provide HWA time to address the failure of the sump pump” is disingenuousWas hours (the contract allows them hours for non-emergencies, which this was not) not enough time to address the problem? As Mr [redacted] stated, the customer contract requires that HWA dispatch a service request to an Authorized Service Provider within that time period, not that the Authorized Service Provider will be dispatched to the customer’s home within that periodClearly neither of these occurred.After HWA dispatched our emergency service request to the first vendor who did not respond, HWA did nothing until I called backGiven that HWA knew that the water was at the top of the sump pit and had just started to seep into the carpet of the finished portion of the basement, would it not have been a “commercially reasonable effort” on HWA’s part to confirm that they had successfully dispatched an Authorized Service Provider who would take the request for service from there? HWA never notified me that they had not successfully dispatched a service request to this first vendorI only found out because I called backHow long was I supposed to wait given that HWA was never going to let me know that the vendor they attempted to dispatch did not respond to their service request? Is this what Mr [redacted] considers “communicating clearly” with the customer?HWA attempted to dispatch a new vendor (***- [redacted] ) on the morning of Monday, October Even if HWA had successfully dispatched this new Authorized Service Provider, it would still have been outside the 48-hour (even for non-emergencies, which this was not by HWA’s own admission) window stated in the customer contractMr [redacted] is avoiding the fact that ***- [redacted] had denied HWA’s dispatch for service and notified HWA that they had not approved itHowever, HWA never communicated to me that no contractor would be comingAgain, does Mr [redacted] consider this “communicating clearly” with the customer? Why did HWA not notify me that they had again failed to dispatch an Authorized Service Provider? I would especially have appreciated knowing that it would be up to me to sort out this situation considering that HWA had already broken its contractual terms at this point and that no contractor would have ever come out had I not called myself to see what was going onWould a reasonable person not agree that HWA could have confirmed that it had actually dispatched ***- [redacted] would qualify as a commercially reasonable effort (required by their contract), especially after they knew that they had already exceeded the 48-hour window (emergency or non-emergency) as HWA agreed to do in the customer contract? We have attempted to resolve this matter in good faith with HWA, but will be suing for damages at this point.As I have stated previously, there was water up to the top of the sump pit at the time that I made my service requestApart from a few damp areas of carpet, there was no damage at this pointThere would not even have been any permanent damage to our basement if HWA had dispatched an Authorized Service Provider a whole hours after we requested emergency serviceHWA’s assertion that their sole contractual responsibility to the customer is to dispatch an Authorized Service Provider does not hold them harmless for damages that occur or are made significantly worse as a result of a breach of contract terms Sincerely, [redacted]

July 20, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : We did not cause the customer’s AC to fail, and would not be responsible for the full system replacement she seems to be demanding from us The ‘bullet wound’ the customer mentioned, is a non repairable leak in her evaporator coil The ‘band-aid’ (as the customer calls it), is a check for $1,750.00, which is more than our cost for a replacement coil We are providing this to the customer, to help her address the AC replacement The customer has the right to file complaints of this nature Unfortunately, that does not make the filing of the complaint itself, right We consider this matter closed Sincerely, [redacted] Office of the President

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

June 16, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] WA- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal, and provide the following response There is no addendum needed, nor does the customer need a confirmation letter We have advised the customer of her refund on a recorded lineIf she provides her documentation, we will provide the stated reimbursement Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

September 15, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : Silva TX- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and addressed this issue with the customer directly(At no point was the customer lied to, in reference to the repair We are sorry that there was apparently confusion about the repair options.) Sincerely, Carl [redacted] DE Svcs HWA Claims Handling Manager

September 15, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] ( [redacted] ) IL- [redacted] Dear Ms [redacted] : We have received the complaint, and provide the following response The repair of the customer’s dishwasher has been approved Per the Refrigerator claim filed online by the customer on July 11, 2016; “Covered Item Problem: Ice Maker Brand: Whirlpool Has this item ever worked?: Yes When did you first notice the problem?: About a week ago Have you moved into the home?: Yes When did you move into the home?: 06/24/Q & A: Q: Please tell us what the problem with the ice maker is A: Is Not Making Ice Q: Please tell us how many times this item has worked properly since the contract start date A: About 3-Times Q: Please tell us what type of refrigerator you have A: Side by Side Q: Please tell where the refrigerator is located A: Kitchen Problem Description: There are two problems The ice maker is not working There is leak in the refrigerator by the water filter [redacted] Gold medel # [redacted] ser # [redacted] Thanks, [redacted] ” We sent a technician to diagnose the ice maker, who found the power supply in the door broken due to long term use The failure would not have occurred in 3-usesPer the contract language, in 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 Date.” We requested the customer’s inspection, but the refrigerator was not inspected Had this been done, the failure with the power supply would have been detected Since the unit was not in proper working order, we will not address the Refrigerator failure Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because the AC unit was failing due to age, not maintenanceIt took days to reach a supervisor to dispute the matter so I was forced to hire my own contractor who reported that the coil system was corroded through due to ageHWA refused to review my maintenance records which would reflect regular care and maintenanceI fired HWA because it was clear that they don't honor costly claims and because their customer service is deplorable Sincerely, [redacted]

June 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] VA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and a technician addressed the reported concerns, as of June 15, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 17, [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 rebuttal We have apologized for the inconvenience, but this is not an eligible repair/replacement under our warranty Sincerely, [redacted] Office of the President

August 24, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] LA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and have contacted them with the dishwasher options Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because:Over weeks for repair or replacement is beyond ridiculous Sincerely, [redacted]

August 3, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] SC- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provided a technician to address the reported failure The customer is dissatisfied with our service and is cancelling the coverage Though they are not entitled to a full refund, per contract, we are providing said refund as a courtesy Sincerely, [redacted] Office of the President

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meObviously HWA has response to their poor service and all the delays and lack of communication.The resolution was satisfactory once they dispatched the vendor to replace the AC but their response time was totally unsatisfactory Sincerely, [redacted]

July 22, [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 complaint, and the referenced modifications that the customer is disputing are not eligible under our contract Per contract section VII.J: “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.” The return air being too small in the customer’s home, is not a mechanical failure We do acknowledge that, if such a condition exists, it should have been addressed at the time of the install But at the time of the install, it would have been a non covered modification, as it is now Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

November 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : We have spoken to the customer directly to resolve the issue as of November 17, 2016, and consider this issue closed Sincerely, [redacted] Escalated Special Handling

September 11, [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, and provide the following explanation On July 5, 2017, the customer ‘s technician called our office, advising that the customer’s SEER 20+ year old evaporator coil had failed As this is eligible under the warranty coverage, we offered the customer the quoted cost of the replacement coil, with labor and tax, less the required trade service fee (total $1,211.00) At that time, the technician quoted our office $1,as the customer’s cost to replace the condenser, with labor, as well as sheet metal and line modifications(total $1,601.00) It would appear that the customer is taking the technician’s written invoice(approximately $3,700), deducting the quoted non covered costs, and is stating the remainder is due from the warranty Per a review of the technician’s invoice, it would appear that the costs in question are approximately $900(with $in tax), for LNST, SHT MTL, MISC Per our discussion with the technician, the line and sheet metal modifications were non-covered costs under the contract The customer accepted our cash out on September 5, 2017, and their check is in process Sincerely, [redacted] Office of the President