Home Warranty of America

December 8, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] (***) TX- [redacted] Dear Ms [redacted] : As stated, the unit was not in proper working order, we do not accept modified inspections, and the claim has been denied The customer’s claim that someone told them that we would accept a modified inspection has not, and will not change our position Sincerely, [redacted] Escalated Special Handling

October 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] IL- [redacted] Dear Ms [redacted] : Again “The vendor has been approved, and has been told the pickup and install the equipment“ This was arranged with the technician days ago The customer was implying that we considered “metal work as "incidental" to the repairs being made” We do not consider this modification to the customer’s home as incidental We just do not cover it We provide contractual coverage for the customer until April 24, The technician has the equipment and can perform the install If the customer wishes to wait until next April, to have the technician complete the installation, that is there prerogative Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

August 3, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IN- [redacted] Dear Ms [redacted] : We have approved the repair, and paid the technician The technician is acquiring the part and should contact the customer to install today Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

September 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and they are free to cancel their coverage Per contract section VIII.E: “If HWA cancels this Contract, or if You cancel this contract after the first days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA.” The customer will not receive the remaining months balance as a refund Any processed refund will be the pro-rated amount of the term, less service fees If they still wish to cancel the contract, being aware of that fact, we will process their cancellation as requested Sincerely, [redacted] Office of the President

July 12, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] AZ- [redacted] Dear Ms [redacted] : We have received the customer’s message, and have addressed the requested reimbursement with them directly Sincerely, [redacted] Office of the President

October 5, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : The customer’s appliances and systems need to be in proper working order Their water heater was not new and known to be leaking on their inspection Her concern about her heating and air conditioning system have nothing to do with her water heater that was leaking before the contract started Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

December 14, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] SD- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry, and provide the following response We thank the customer for their detailed description of the situation, and apologize for the inconvenience that they have suffered through this HVAC claim When they were offered the option to arrange their own technician, the customer was advised that any reimbursement provided would be at our rates These are much less than the retail cost on a repair or replacement Therefore, when we confirmed that a replacement was needed, and calculated our cost on the replacement, we offered that amount to the customerThey refused our offer We have increased the amount offered multiple times to resolve the issue, and have even sent a technician to the property, to address the issue under contract Unfortunately, this has not satisfied the customer, and they have advised they are addressing the issue legally We are sorry that this issue cannot be resolved directly Sincerely, [redacted] Office of the President

August 3, [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 inquiry, and provide the following response On July 23, 2017, we were contacted by the customer, who advised of a clogged sink, and a backup in the tub and basement At this time they claimed to have been contacting our office for hours(but the complaint states 24), and had already contacted their own technician Per contact, we have the “sole and absolute right to select the Authorized Repair Technician to perform the Service”, and understanding the customer’s need, allowed them to use the technician they had called, advising we would reimburse based on our cost We have no indication of a call from the customer prior to July 23, We have multiple names on this account, and either party can file a claim, or request information We have no recording of a disconnected call with our customer We are sorry that we are unwilling to pay the customer’s technician’s inflated bill for $1,380, for two roddings and a hydrojet We will provide the offered reimbursement of our cost as agreed Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because: you offered a second opinion that I would need to pay $I would like a second opinion free of chargeI wasn't accusing you of fraud, that's absurdI was upset that the third party representing you was unprofessional and very rude to my family Sincerely, [redacted]

August 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 inquiry, and provide the following response On July 14, 2017, the customer filed the following claim online: “Covered Item Problem: Freezer is defrosting Brand: Frigidaire 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?: 06/13/Q & A: 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: Freezer won't stay sealedProblem started about a week agoWe taped it and it worked for a day or so, then it started defrosting again.” This was not a claim that was called into our office, and the customer did not initially discuss this claim with our representatives We will not reimburse the fee she paid to the technician, for the requested service call Sincerely, [redacted] Office of the President

June 26, [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 March 11, 2016, the customer opened a thirteen month warranty with our company On April 12, 2016, The customer reported a claim for a water softener They advised that they bought salt, and when they plugged it in to use it, it did not work (Thus, the unit never worked properly under the contract period) Per our contractual agreement, we sent a technician to diagnose the unit Per their diagnosis, the units control valve was completely seized, on a water softener that had been obsolete for over yearsPer 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.” And contract section ‘1.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.” As the unit never worked properly under the contract, we requested a copy of the customer’s inspection, to confirm that the unit had worked properly at the time of inspection, and could then be covered as an unknown pre-existing condition The customer never provided the requested inspection On April 11, 2017, the customer’s contract expired On May 23, 2017, the customer renewed the contract with a six week lapse, creating a new coverage period start date Twelve days later, the customer reported that the prior day, the Air Conditioning unit was not cooling properlyWe assigned a technician to diagnose the system Per the technician, the air conditioning unit was completely empty of refrigerant, from leaks in the condenser and coil As the unit would not have developed multiple leaks and run dry of Freon in twelve days, the unit was not in proper working order on the coverage period start date, and would not be covered under contract As a courtesy to the customer, we will provide them a refund of the two payments made for this year’s coverage, upon receipt of their request to cancel the contract, so they can use those funds to address the Air conditioning unit that was not in proper working order Sincerely, [redacted] Office of the President

Complaint: [redacted] I am rejecting this response because:This was an unknown pre-existing by definitionI am tired of repeating myselfI was hoping to avoid small claims courtThe furnace was coveredThe furnace was visually inspectedThe furnace was tested for proper functionThe inspection report says it was functionalSince the insurance company wants to try to scam me out of what is owedI have purchased a new furnace and had it professionally installedThe bill was dollarsThe licensed contractor suggested I get a tune up next yearBottom line is the cracked inducer motor and secondary exchanger were not detected by visual inspection or by simple mechanical function testThereby it was an unknown pre existing condition by HWA's definitionWhich is covered under my policyThe secondary exchanger which had just cracked and started leaking water was the reason I found the problems in the first placeThat alone constitutes coverage by itselfDo you not cover the secondary exchanger? That was not a pre existing condition.I will not just let this goInsurance companies prey on the ignorance of there policy holdersStop wasting your timeI was fully covered under my policy and demand compensation or you can pay for my furnace and lawyers wages Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: a technician has never inspected either the furnace or the air conditionerAfter addressing that my wife and I don't have any confidence in their technician they tried sending the same one out anywayAn appointment to inspect our air conditioner was never made with usThe MN Attorney Generals office will now be investigating this claim Sincerely, Mark [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 23, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] Dear Ms [redacted] : We have received the customer's request, and the claim was never deniedWe have confirmed the resolution of the issue with the customer If you should have any questions or concerns, I can be reached at extension [redacted] Sincerely, Carl [redacted] Escalated Special Handling Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the statement that "claim was never denied" is not true since I was told by their customer service that it was deniedBut anyway, I accepted Carl's solution to reimburse the replacement cost and installation costAlready submitted the bill for the fan, waiting for response about installationHopefully everything would go smoothly

August 18, Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL Re: [redacted] : Boyle IL- [redacted] Dear Ms [redacted] : We have received the customer’s complaint and provide the following response On July 7, 2016, the customer opened a month warranty with our company On July 9, 2016, they moved into the property On July 11, 2016, they noticed a failure with the dryer, after using it twice Per contract, we sent a technician to investigate the failure, and they found that the timer failed on the year old unit(Please note, this part is no longer available) We requested the customer’s inspection, and other supporting documentation When this was received, we reviewed the information and confirmed the unit was in proper working order Per contract Section VII.I: “for the first days of the Home Owner’s Coverage Period, HWA is not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, HWA will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of similar parts.” We have provided the customer a check for the cost of the timer Sincerely, Car [redacted] DE Svcs HWA Claims Handling Manager

May 23, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite *** Chicago, IL Re: [redacted] : Nesbitt TX- [redacted] Dear Ms [redacted] : We have addressed this issue with the customer and the technicianSincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted] I am rejecting this response because: it took one one month to get an approval For something I paid for In the meantime the leak cause damage elsewhere including mold that you should be responsible for because of your poor response to an approved claim Sincerely, [redacted]

June 29, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] GA- [redacted] Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response The failure with the customer’s upstairs unit was under the manufacturer’s warranty Per our contract section VII.M: “HWA will not be responsible for repairs of systems or components arising from a manufacturer’s defect or recall or while still under manufacturer’s or distributor’s warrantiesHWA’s responsibilities will be secondary to any other extended or in-home warranties that exist for the included systems, components and appliances.” We are sorry a specific technician was needed to address the manufacturers replacement under their warranty We will not waive the customer’s required trade fee for the issue that was outside our control Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

October 25, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] MN- [redacted] Dear Ms [redacted] : We have responded to the customer, but we have still not received payment, or proof thereof, for their contract Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

Complaint: I am rejecting this response because:11/20/2015Dear Ms [redacted] With regard to Mr [redacted] , he doesn’t know what he is talking about, and I suggest that he stop lying, and get his facts straight Home Warranty of America sent a technician out to my home that was not competent to work on my washer or dryerThe technician that they sent out here, per the Revdex.com website information is proficient in air conditioning systems, and small appliances, it doesn’t say anything about him having knowledge to fix washers, and dryers which are large appliancesLook the company up on your website, they used someone that is in business for himself, a sole proprietor, who could be anyone claiming to have knowledge, and has no real track record according to what I read about his businessThis technician did come out here and drill holes, our dryer is not intact like it was prior to his drilling, I have no reason to lie, I saw the drill in his hand, and I saw him drillingHe was not called out here to move the door AT ALL, when I asked him why he moved the door, he stated that it was easier for him to move the door instead of ordering a new lockWe did not ask him to change anything on that dryer without permission, he had no legal right to come out to our home and make decisions about changing anything.Mr [redacted] doesn’t know what he is talking about, according to the technician, this was no temporary fix, as far as what he told me, this was the fix for our dryer, he was doneThe only thing he was getting back to Home Warranty of America about, was the washerHe speaks of me having issue with their vendors, what he is stating is not true, he is trying to cover up for his companies lack of care as to whom they are sending out to work in their clients homes It is apparent that Home Warranty of America does not screen the people that they are sending out to customers’ homes, they are sending out some workers that appear to have just come out of jail, and are either drunk and or high off of illegal substances, this has happened on more than one occasionThen they wonder why I scrutinize and ask questions as to the professionalism of the vendors that they plan to send out hereI was told by one of their own vendors, that the workers that this company uses, are new startup companies, or companies that have technicians that have just come out of some kind of training, so, Home Warranty of America doesn’t know what these workers know from what they doAnd their main reason for using these below par companies, is that they really don’t want to pay for repairs or replacements, such as what is happening to us hereThis man is lying that I asked for the vendor to be changed two hours after he came out her, I told them being that he came out here and messed up our appliances, I did not want him back out here, and the second technician that they sent out here, he told me that all what the first technician had told me about resetting our dryer, was a lie, the dryer couldn’t be resetThe technician was supposed to come out to check why the dryer cycles were not operating properly, and fix the door latchHe did not fix the dryer cycles, and NO one asked him to change the door around AND LEAVE THE HOLE IN THE DOOR, that is there nowHe also lied about his company providing me with any insurance information for Professional Air, and in the first place, that was THEIR JOB, they sent this tech out here he messed up, and they need to give me fair value for my dryer alsoI did not claim that the technician was racially biased, I said that Home Warranty of America is racially biased, I said that they know that they could not have tried to get away with what they are doing to us in a white clients home, they know they could not go out and cause damage, and just ignore it, they would have taken care of that client per their warranty contract of replacing the damaged itemAnd me being black, although I have paid for my contract, they are not honoring what they know they should be doing which is, paying comparable value for our dryer also, because it was not drilled into, nor scratched up by tools, prior to the technician that they sent our hereThat man did not come out here to fix what he was asked to come out here to fix, he came here and did what he wanted to do, and Home Warranty is trying to forget that partAnd the second technician that came here on 10/29/2015, has told them about the damage that was done to the dryer, and he spoke to me prior to leaving, he stated that the first guy was trying not to have to come back, this is why he did what he did.And I have every right to file a complaint with any Governmental agency that I feel like I want to, when dealing with a company such as theirs, that is taking my money and not honoring the warranty contract that I am paying forAnd if Mr [redacted] doesn’t like that I have that right, he can pay me for the appliance replacements that should have already been done, and he can pay me back every penny that I have paid for their Warranty coverage so far, and I will find coverage elsewhere.It appears that with all of the derogatory lies that they are claiming about me, we are not going to get good service from their company anywayAnd he claims that I have been profane with the representatives, it’s not as he is claiming, ask him to tell you about the bullying, and harassment that I have getting from themAnd I would also like for you, the Revdex.com, to make sure to place my claim to you in your files so that other prospective clients for Home Warranty of America can know beforehand, what they can expect from this company Sincerely, Dana [redacted]