Home Warranty of America

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

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]

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

October 5, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK [redacted] Dear Ms [redacted] : We have contacted the technician, in reference to the customer’s repair, and he states that the customer told them that we were going to pay all of the additional costs This is not the case, and it appears that the customer is taking this course of action to try to coerce us to do so We are not going to publically discuss the non-covered costs that the customer’s mother–in-law approved Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

February 1, [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 have addressed the error with the processing of his payment We are processing and expressing the payment to him directly Sincerely, [redacted] Escalated Special Handling

July 1, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TN- [redacted] Dear Ms [redacted] : The customer’s contract was set to auto renew He claims that it was not.supposed to be set that way We have received their request and are expediting their refund Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

February 15, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response No warranty will allow a customer to raise their premium to cover a non-covered repair, after the failure is known We are sorry for the confusion caused by the representative, and have removed/ refunded the coverage the customer did not need We are addressing the corrective action as the customer recommends This would not make their non-covered claim eligible under the contract, and we will not cover their non-covered repair Sincerely, [redacted] Escalated Special Handling

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 as long as the reimbursement of $is received within the next business days Sincerely, [redacted] ***

January 4, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: 1021291: Heath OK-Dear Ms [redacted] : We have received the customer’s complaint and provide the following responsePer the Contract, Section VI.E, (septic tank pumping) excluded: “The cost of gaining or finding access to the septic tank - the cost of sewer hook ups - Disposal of waste - Chemical treatments – Tanks - Leach lines - Cesspools - Mechanical pumps/systems.” The technician charged $to dig up the lid for the tank, to be able to pump the waste from the tankThe explanation for this charge was referenced on the customer’s invoiceThis was in addition to the $trade fee that was assessed to the customer Procedurally, the technician should have advised us or the customer of this charge, prior to moving forward with this issue We cannot address whether this was done or not, but the lid needed to be accessed to pump the tankWe are not liable for the access cost, and will not reimburse the customer the cost to access the tank to pump the wasteSincerely, Carl Hewelt Escalated Special Handling

May 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite *** Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : In June, 2015, an improper installation of the customer’s condensate drain lines, was found on the customer’s unit The repair of this issue necessitated the non-covered alteration of the customer’s functioning ductwork, and the addition of float safety switches that the customer didn’t have At the time, the customer refused to pay these costs, and as a courtesy to the customer, these costs were addressed on the customers behalfNow, approximately a year later, we are addressing the replacement of the customer’s evaporator coil, the customer is again disputing the required non covered line modifications, disposal costs, refrigerant costs and permits, stating we should cover all charges related to the air conditioning, whether the charges are a replacement coil and labor(which is covered), or the modification of his property to accommodate the new equipment (which is not)We decline to pay for the Non-covered costs Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because:The furnace worked with no evidence of any issue prior to the warranty coverageI met all conditions necessary within the contract to have coverage HWA's position that this is an age/fatigue related failure may be correct, but there is absolutely no term or limitation within the warranty contract which provides this as a basis to reject this claimEventually all appliances will fail due to their age/useIf this is grounds to reject this claim, they could use it for any other appliance in my home as wellThe fact is that this defect was discovered by all parties within the warranty period and there is no evidence that it was present priorAny assertion otherwise is purely conjecture and an attempt to skirt the contractual obligations of the warranty Sincerely, [redacted] ***

November 11, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NY- [redacted] Dear Ms [redacted] : Per contract section 5.C: “YOU WILL AUTOMATICALLY BE RENEWED FOR ONE (1) YEAR UNLESS YOU NOTIFY US, IN WRITING , PRIOR TO THE PLAN EXPIRATION, BY MAIL: P.OBOX 850, LINCOLNSHIRE, IL OR BY EMAIL: [email protected] FIRST RENEWAL PAYMENT WILL SERVE AS YOUR AUTHORIZATION FOR ANOTHER YEARIF YOU REQUEST TO CANCEL AFTER AUTOMATIC RENEWAL TAKES PLACE, WE WILL HONOR YOUR REQUEST TO CANCEL IMMEDIATELY PURSUANT TO SECTION 12.” Per section 12: “If You have not received any “Maintenance” or “Repair” services (including any replacement credit), and either You or Direct Energy cancels this Contract after days from the Contract Period Start Date, but before the end of the one-year term, You are entitled to a pro rata refund of the amount paid by You for the unexpired term.” We have provided the customer’s prorated refund, which is what we agreed to provide Sincerely, [redacted] Escalated Special Handling

June 30, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : The customer filed the following electrical complaint online: “Covered Item Problem: Outlet/s Not Working Has this item ever worked?: No When did you first notice the problem?: About a month ago Q & A: Q: Please Tell Us What Room/s You Are Experiencing A Problem With the Outlet/s A: Porch/Outside Problem Description: There are about outlets that are not working outside and in the garage (attached)One outlet by garage door in front of house, two in garage, and one on backside of house by garage Also doorbell for front door isn't working either.” Before we could contract her to address the specifics of the eligibility of this claim, she filed multiple complaints online The claim was filed, and the issues were addressed Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because:1) Mr [redacted] 's representation of the facts on behalf of his client is inaccurateHe states, "we contacted them to **t the diagnosis of unit failureWhen this wasn't received, we offered a second opinion." What actually happened was that HWA never called meI doubt they ever followed up with the first vendorI called multiple times for updates, at great personal expense, as I sat on hold for up to minutes each timeHWA could only tell me that they were waiting on the vendorFinally, I demanded the second opinion and my vigilance and persistence was the only reason why a second vendor was enga**dNever was this option offered to me proactively by HWA2) Interestingly, Mr [redacted] also cites a section of the contract that has been of particular interest to me"Where replacement equipment of identical dimensions is not readily available, HWA is responsible for providing installation of similar equipment but not for the cost of construction or carpentry made necessary by different dimensions." He states that the equipment I sug**sted is not readily availableHowever, readily available is not defined in the contractNowhere does it state that readily available constitutes equipment that can be purchased from [redacted] or **, HWA's two preferred vendorsThis is what is implicit in Mr [redacted] 's responseIt was also explicitly stated by customer service representatives on more than one of my ~phone calls over the last months to check the status of my claimThe equipment I sug**sted is in fact readily availableAs I mentioned in my original complaint, it can be purchased on lowes.com or at a number of other retailersIf I as a consumer can purchase it from my smart phone, is it not readily available? I could have found a number of other more expensive units that are also readily available but I found the cheapest one I could find that met the dimension specifications of the broken vent hoodThe retail price of the unit I found was nearly identical to that of the unit proposed by HWA, except this one fit my spaceYet, HWA let my request sit and sit, then finally rejected it when I demanded a resolution after another month with neither service nor communicationThis is hardly a "commercially reasonable effort." This unfortunately fits with what is a clear pattern with this companyIt's time they owned up and fulfilled their obligations Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ September 10, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] Sellers IN- Dear Ms [redacted] We have received the customer's complaint, and are providing the following response When we assigned the first technician to address the customer's claim, they provided a diagnostic that was not covered under the contractWhen the customer disputed the diagnosis, we gladly sent a second opinion to re-evaluate the issue, but they never provided us their diagnosisWhen we received a diagnosis from the third technician, we approved their repair the same day The customer references third party complaint sites (which he has also threatened to add complaints to), though their complaint is based on us not receiving the diagnosis from the technician which is outside of our control Sincerely, Carl [redacted] Escalated Special Handling Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) HWA has never fixed the original issue The 2nd repair tech said the 1st tech's diagnosis was wrong, it was low on freon and most likely leaking at the A-coilHe added freon on his own accord to get us up and running againHe claims he has provided HWA with the report including pics of his gauges as proof of the diagnosisHe would have no reason not to submit the claim, as that is how he gets reimbursed My A/C unit began inefficiently cooling again after the freon began leaking down and I made MANY calls to HWA for more months thru the hot Summer, who kept placing the blame on the tech for not providing the data to themThe HVAC tech claims it is common to deal with that and having to resubmit as they deny receiving it The A/C leak has NOT been fixed, consequently the A/C unit runs longer and harder trying to keep up with the cooling all Summer due to the leak down, which was most likely the cause of the capacitor to failAdditionally, running longer and harder to keep up, costs me needless additional money in electrical costs the entire Summer!!! I chewed out HWA's customer service rep on 8/30/that it is Summertime, HOT, and my A/C is NOT working at allYet gain, and for the past months, I was told it was the fault of HVAC tech #for not providing a diagnosisI said to STOP blaming him as "if" indeed they are having trouble with "their contractor" GET ANOTHER ONE out here!!! They indeed FINALLY got CMorgan from Blue Flame HVAC out here, and replaced a part...BUT, he confirmed it was low on freon AGAIN, and filled the unit on his own accord It is leaking..it is leaking HWA, and it has NOT been REPAIRED, but you want me to keep allowing the unit to run longer and longer to try to keep up when it is lowA/C units DO NOT cool adequately when they are low on freon CMorgan also scoffed at the incorrect diagnosis from the HVAC #company saying they were just wanting to sell something that was NOT needed Allowing the freon to continue to leak (and contaminating the environment with the older outlawed freon), and having it refilled every so often is NOT fixing what is the KNOWN problemIt continues to leak down, because there is a leak in the system...duh! Apparently, I am not the only one fed up with HWA's lack of serviceTec #3, CMorgan of Blue Flame said he was about fed up with them too, as HWA has NOT paid him for ANY of the service he has done for themApparently, they don't like to pay out claims to customers AND the techs after doing repairsCrappy company you are HWA!!! I want HWA to honor the warranty, and correctly repair my systemPaying the repairmen would be a nice bonus Scott [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/30) */ September 30, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: 94568375: Sellers IN- Dear Ms [redacted] We have received the customer's response, and are providing the following response We have no explanation as to why the second technician would not provide us a diagnosisThe customer may insist that the second technician did, and if they had, we would have addressed their diagnosisUnfortunately they did not provide it, which is why we sent a third technicianThey provided us their diagnosis, which we approvedThat technician, per a confirmation call to them to confirm the diagnosis, checked the customer's AC system, and did not find the system low on chargeHe did not add refrigerantAdditionally, though it is not the concern of the customer, and not at all pertinent to their complaint, the technician has been paid Now it would seem that the customer feels there is still an issue with his system, and rather then follow the procedure of reopening a claim, he is doing as he told us he would previouslyHe is adding to our complaints online, to questioning anything he can in a public forum Sincerely, Carl [redacted] Escalated Special Handling

October 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MO- [redacted] Dear Ms [redacted] : The warranty’s responsibility is for rolled, asphalt shingle and clay tile roof structures None of which are located at this property We do not know what the customer means by “confirmed their responsibility”, but this is not a covered issue Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 20, [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 inquiry, and provide the following response We are sorry to hear that the customer and vendor assigned has difficulty in establishing an appointment Understanding how this could occur, we offered the customer the option to get their own technician, to expedite the issue Per their contract, section III.E: “You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is lessThe Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visit.” We understand that the customer contacted their own technician, but they are still responsible for paying the trade fee required per contract, and this will not be reimbursed Sincerely, [redacted] Office of the President

August 1, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] CA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and are providing the following response On May 16, 2016, the customer opened a month warranty contract On the afternoon of June 21, 2016, the customer filed an Air conditioning claim, stating their unit was no longer coolingWe assigned a technician, per our contractual agreement, On July 11, 2016, the customer called for a status update As we did not hear from the technician, we called them and requested a diagnosis The technician advised that the year old condenser had failed, due to wear (The technician had also found a problem with the furnace, in the course of his investigation of the AC.) Per our 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.” As the AC had been working properly, we moved forward with the replacement of the Condenser(the part that became inoperative), and requested the breakdown of the costs on the replacement condenser to determine the covered and non covered costs under the contractPer contract section V.E: “Except for when optional coverage is purchased with this Contract, HWA will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment or additional costs associated with evacuating the system of R-or cleaning the system of R-22” The warranty would not address the modifications of the customer’s home to install the new condenser, or the upgrade of the 40+ year old inside unit, to a new Air handlerThese are the customer’s costs and he needs to approve them for us to complete the repair, or accept our cashout, per contract section VI.O: “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.” As to the furnace, per the customer’s inspection, It was “considered hazardous in its present condition”, and needed to be “fully evaluated and repaired by an HVAC technician.” We requested to review that evaluation/repair, but we have received no further documentation from the customer We will go no further, until the customer approves their costs, or accepts our cashout for our replacement cost, which is all we will address Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 3, [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 complaint, and provide the following response On August 27, 2016, The customer reported a sparking breaker and a bad outlet in their home Per contract, we assigned a licensed and insured technician to diagnose the issue On August 31, 2016: · at 10:AM, the customer called for an update · at 10:AM, the technician advised by electronic updated that he had addressed the repair for the service fee On September 1, 2016: · at 1:PM, we received a call from a third party technician, that the customer had contacted outside the warranty, through a relative, reporting problems with the repairPer Contract section 3.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.” · We immediately sent a work order to send the technician back, advising if the failure was with the original service, no fee would be due Less than an hour later, the customer cancelled the work order, and it would seem, had their technician replace the electrical box outside the warranty Per contract section III.D: “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.” We did not send a second technician to the customer’s house to diagnose a failure, and we did not approve them to perform any work We offered to re-evaluate the issue with the technician who had already previously the issue, and had been paid for the service The customer refused and replaced the box on their own We will not reimburse the customer for the work they did outside the contract and without our approval Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

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, Nicole ***