Home Warranty of America

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] ***

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]

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

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]

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

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

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

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

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

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: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

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

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 15, [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 inquiry, and as we explained to the customer, the warranty addresses the system that is currently located at the property When the system failed in June, it was replaced with the same size system that was at the property Had the technician realized the system was too small for the property, we would not have been able to do anything to address the failure We understand that the customer wants us to remove the system that was installed and replace it with a larger system, Unfortunately, the warranty will not upgrade a customer’s existing system to a larger sized system Sincerely, [redacted] Office of the President

June 6, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: File Number: [redacted] [redacted] FL- [redacted] Dear Ms [redacted] , We received the customer’s complaint and have refunded the customer’s $15.29, per our agreement Sincerely, [redacted] Escalated Special Handling

June 23, [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 provide the following response As the contract statesIn section I.B.7: “Components 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 are saying that the defect with the unit would have been detectable by visual inspection or mechanical test on the coverage period start date We appreciate the fact that the customer only wants us to pay the labor for the Builder’s technicians, who addressed the replacement under the manufacturers warranty, but we are not liable for any costs on this failure, as it would have been detectable on May 21, Sincerely, [redacted] DE Svcs HWA Claims Handling Manager