Home Warranty of America

February 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 complaint, and provide the following response This complaint is referencing two optional coverages the customer added to their contract They are: SEPTIC TANK PUMPING: INCLUDED: If a stoppage is due to a septic tank back up, then HWA will pump the septic tank one time during the term of the planCoverage can only become effective if a septic certification was completed within days prior to close of saleHWA may require a copy of the certification prior to service dispatchEXCLUDED: 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 - Cess pools - Mechanical pumps/systems SEPTIC SYSTEM (Per Tank)/SEWAGE EJECTOR PUMP: INCLUDED: Aerobic pump, jet pump, sewage ejector pump, septic tank and line from house to tankEXCLUDED: Tile fields and leach beds, leach lines, lateral lines, insufficient capacity, cleanout, pumping (except if purchased under separate option), seepage pitsLIMITATIONS: HWA will pay no more than $in the aggregate during the Contract Period On August 28, 2014, the customer opened a septic/sewage ejector claim, stating their pump was not working and the alarm went off We immediately assigned a technician to diagnose the system, who reported that the system tank was full, with a seized ejector pump motor The motor replacement repair was below the $cap The customer was charged $for waste disposal, which is excluded from our coverage They approved the non-covered costs, and the clam was completed On February 5, 2017, the customer filed the following septic claim online: “Covered Item Problem: Pump is making a humming noise Has this item ever worked?: Yes When did you first notice the problem?: To [redacted] Problem Description: Sewer pump alarm came onDon't know whyNeed someone to come out ASAP to fix it.” We immediately assigned a technician to diagnose the system, who found the customer’s aerator pump burnt out The aerator pump costs more than the customer’s $cap, so the customer was charged the difference in cost ($690.00, plus their $trade fee, which equals their $demand.) So, to address the customer’s allegations directly: The repairs in and were totally different failures within the septic systemThe customer paid $for waste disposal, beyond their trade fee in The customer is responsible for the $non-covered cost (over the cap), in addition to their $trade fee We are sorry that a long standing customer would file this incorrect complaint publically, rather than address this issue with us directly Sincerely, [redacted] Escalated Special Handling

February 9, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] WI- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and provide the following response On the morning of December 29, 2017, the customer reported a failure with his heating system Per contract, we immediately assigned a local technician to diagnose the failure Unfortunately, the technician was under staffed for the day, and could not take the call Understanding the nature of the situation, we took steps to attempt to arrange a vendor for service that day Additionally, we approved the customer the option of contacting their own technician, requiring that technician call with a diagnosis prior to service, and that the warranty would reimburse, based on our costs The following morning, the customer called stating he got his own technician, and they completed the repair Though we did not approve the repair, as a courtesy to the customer, we offered our cost on the repair the technician performed, which would be our cost on the labor, part and tax, less trade fee Per the customer’s contract, section VII.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.” Our cost on the quoted repair was offered to the customer, and a check for said amount was sent to them The referenced $trade service fee is required to be paid by the customer on every claim, and is deducted from our costs The offered and paid amount is correct, and we decline the customer’s request for an additional $reimbursement Sincerely, [redacted] Office of the President

July 31, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] IL- [redacted] Dear Ms [redacted] : On March 17, 2017, the customer opened a warranty with our company Ten days later, and the day after he moved into the property, the customer reported that he was not getting hot water from the heater the day he moved in We processed a claim, but the customer cancelled it, stating they did not wish to pay the required $trade service fee Two weeks later, the customer reopened his claim A technician was sent, who determined that the customer has a Kenmore Power Miser unit, that would need a Kenmore trained technician to diagnose At that time, the customer refused to pay the trade fee, and is refusing to contact a Kenmore trained technician ,to get a diagnosis, so we can determine coverage At the same time, the customer opened an Air conditioning claim, reporting that water was leaking from the inside of the unit On April 17, 2017, the customer opened a heating claim, reporting a gas smell, that had been noticed over two weeks prior On April 20, 2017, we were provided electronic diagnostics from the technician, reporting a non-wear failure with the HVAC system So, we are still waiting for the Kenmore technician’s diagnosis, to determine coverage, and the HVAC system is not eligible, as it did not fail by wear Sincerely, [redacted] Office of the President

(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from the business as I have still have not received a promised phone call from a supervisor and I was informed that I would be charged for a second opinion even though the first opinion came from their selected technicianI have attached the email that was sent to HWA that I was copied on from that technicianAs the email states "Flashing" not counter flashing and some tar paper failingPer my conversation with Brooke at HWA I was told that the tar paper would fall under a category of approved but since it is due to the "Counter Flashing" they will not cover itAfter speaking to their technician he informed me it was not the "Counter Flashing" I would like HWA to apply what their own technician has said, if they would like to send out a second technician at their own costI would be fine with thatPlease see the email below from the technicianI have since received an email from HWA asking me if my "Covered roof leak repair has been repair and to rate the service"I am also curious as to why I am receiving an email from HWA with the title of the email saying "COVERED CLAIM" and referencing the claim numbered associated with this claim Email to HWA from Service Technician The problem is water is leaking past the flashing caused by buildup of debris and some tar paper that is failing ( see picture) we will be removing approximately square of concrete roof tiles repairing roof and re installing same tiles Labor approximately hours people, 95x6=$ materials sub total $ Trade call fee $-$paid by owner Total to complete work $ Please send work authorization number Charles [redacted] REMODELING AND REPAIR, LLC

February 22, [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 responseTwo weeks after moving into the home, the customer reported a draining issue with his [redacted] DishwasherTo address, we sent a technician to the property, who cleaned out the pump, and then, when the problem continued, replaced the pumpTwo months later, the customer reported a cycling issue related to the failure, which the technician stated was due to food on dishes getting caught in the pumpOn November 30, 2015, the customer opened a new claim related to the cycling issue A different tech was sent, who found a failure with the pump, hos and sensor, and replaced the parts againIn early February the customer started contacting us, looking for a cashout or replacement of the unitThey reported a week after the part replacement that the problem was still occurringSo, we are looking for a diagnosis of why the problem is occurring so we can address the solution The warranty would not just replace a unit or pay for a replacement with out a confirmed cause of failureWe are sending a technician to diagnose the issueSincerely, [redacted] Escalated Special Handling

August 28, [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 have addressed the issue with the customer directly Sincerely, [redacted] Office of the President

Complaint: I am rejecting this response because: Will we have to pay another $deductible to have the ceiling "restored to a rough finish"? Sincerely, Amy [redacted]

November 23, 2015Lucille [redacted] Dispute Resolution SpecialistRevdex.comNorth Wabash, Suite Chicago, IL 60611Re: [redacted] FL-891136Dear Ms [redacted] :We have received the customer’s complaint and provide the following response.On September 23, 2013, the customer purchased a one year Warranty Contract with our companyOn September 23, 2014, his contract expired On October 16, 2014, the customer contacted us, to renew his coverage, after almost a month lapse On October 16, 2015, his contract again expired.On November 9, 2015, the customer again contacted us, to renew his coverage, after almost a month lapseThe following day, he called in a claim referencing a leak at his kitchen sink, that he noticed prior to November 9, Per our contract, section I:“During the coverage period, HWA’s sole responsibility will be to arrange for a qualified service contractor (“Service Provider”) to repair or replace, at HWA’s expense (up to the limits set forth below), the systems and components mentioned as “Included” in accordance with the terms and conditions of this contract so long as such systems and components:AAre located inside the confines of the main foundation of the home or attached or detachedgarage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);andBBecome inoperative due to wear and tear; andCAre in place and in proper working order on the effective date of this home warranty contract.”The leak in question was not “in proper working order on the effective date of this home warranty contract” It had failed either within the lapse of coverage, or in the previous Contract period, which the customer states he repaired on his own As the sink was not in proper working order as of the date of renewal, his claim was rejected The customer was contacted on November 11, 2015, prior to the technician coming to their home, and was advised that the issue would not be coveredAs a courtesy, to resolve the issue, we have offered the customer a full refund, upon receipt or his written request to cancel the coverageSincerely,Carl [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because: not an adequate reply This is August 5th without a new refrigerator or payment to replace, more than a month from filing initially Sincerely, [redacted]

March 29, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] [redacted] PA- Dear Ms [redacted] : We received the customer’s inquiry, and provide the following response The customer, as stated, filed Heating claims on their contract which began January 12, 2017: On February 22, 2017, the customer advised that their heating system, which had been running for two weeks, was leaking and not heating Per our agreement, we sent a technician to the property, who advised that the unit appeared to have been recently improperly repaired (per the technician, a new relief valve of improper material was leaking, and the contractually excluded flue damper was sticking closed)This improper repair would not be covered under contract and the customer was advised On November 17, 2017, the customer called back, advising that the heating system was making a loud buzzing noise, and was not heating the home At that time, we assigned a technician to diagnose the reported failure, and when they did not respond to the customer, we reassigned the service On January 3, 2018, we received an online update, stating that an aquastat was changed out for the customer, but the technician never charged us for the repair On March 20, 2018, the customer called our office, again reporting that the unit was not heating the home We assigned a technician, and at the customer’s request, reassigned to another technician that could service the same day On March 22, (the day the complaint was filed), we were advised that the aquastat had been tampered with, and that was preventing the unit from heating properly The technician advised that the aquastat was not new, and had just been improperly repaired We contacted the initial technician to confirm what had been done but they refused to provide the information The customer believes it might be a zone controller valve issue and we have sent a technician, with no fee due, to re-evaluate the situationThe service is scheduled for Saturday Sincerely, Carl [redacted] Office of the President

March 13, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] TX- [redacted] Dear Ms [redacted] : We have received the complaint from the customer, and provide the following response The customer is referencing two different claims in her complaint They are: On July 4, 2016, at 9:AM (CST), the customer filed the following online claim: “Covered Item Problem: Other When did you first notice the problem?: Today Problem Description: I have two central air condition units and one the units isn't cooling todayI have two small children and a disabled brother I need it checked today” We contacted our local technicians, and discovering they had no availability on the holiday, we approved the customer getting their own technician, and reimbursed them for the repair On Saturday, March 11, 2017, at 3:PM (CST), the customer reported a toilet overflowWe opened the claim, and assigned a technician to service Approximately minutes later, the customer cancelled the claim, stating we could not get a technician quickly enough Per our contract section III.C: “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service (emergency usually considered to be loss of life or peril)” The customer believes that the purpose of the warranty “is to have help when needed.” Per contract, the purpose of the warranty is to arrange for a technician, but we cannot guarantee same day, or same hour service The fact that we could not service the same hour in no way requires that we apologize to the customer, or give them a free year of coverage Sincerely, [redacted] Escalated Special Handling

Complaint: [redacted] I am rejecting this response because: they have not fulfilled their end of the contract as we still have outstanding items that have not been repaired for which we were charge trade call fees, not only one time but multiple times for the same issueThis company has sent the exact same "professional" whose answer to fix our light fixture was, on each occasion, to change the type of light bulbWe have since had this repaired by a true repairmanThis company provided unlicensed "professionals" as wellThe demonstrable business card that read "***, owner" proves thisAnd this gentleman, this could not be found in the Tennessee state license listings as a contractor under the business name we were providedThis warranty company also stated that it would "repair" our existing HVAC which two other reputable companies said the manufacturer no longer existed and that parts would be at best "iffy." And Mr [redacted] can spew out the terms of this contract, but in the end, they did not honor the termsAnd I should be issued a refund Sincerely, [redacted]

December 5, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] OK- [redacted] Dear Ms [redacted] : We received the customer’s inquiry and though there was a lapse in coverage, based on evidence of intent to renew, we approved the repair Sincerely, [redacted] Office of the President

July 29, [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 are providing the following response On June 9, 2016, the customer’s month warranty expired On July 5, 2016, the customer called to renew their contract with approximately a one-month lapse in coverage Also at this time they added our Green Plus coverage, which adds additional coverage for Dishwasher, Refrigerator, Clothes Washer, Furnace and Water Heaters Three days later, the customer reported a leaking Water Heater Per contract, we sent a technician, who reported multiple leaks at the water heater (One was able to be addressed by tightening a lineThe other was caused by an electrical surge at the element.) The customer disagreed with the diagnosis and requested a second opinion Per the second opinion, this was a leak that did not occur in the three days the contract had been in effect Per contract section I.B.8: ““Covered Systems and Components” means: (a) systems and components as specifically described herein as “Included” and (b) that are located inside the confines of the main foundation of the Covered Property and (c) are in proper working order on the Coverage Period Start Date and (d) become inoperative due to wear and tearAttached garages, detached garages, pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition.” As the unit was not in proper working order on the effective date of the contract, we would not address the water heater replacement Should the customer wish to cancel the contract, they can do so per contract section VIII.E Sincerely, [redacted] DE Svcs HWA Claims Handling Manager

July 21, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] NJ- [redacted] Dear Ms [redacted] : We have received the customer’s inquiry and have confirmed that the needed coil is available and the technician has the approval needed to complete the replacement 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 However, I still have one reservation HWA has a limit on how much it will pay for Freon Since their initial contracted company never evaluated my system, I paid for Freon on my own Due to the leak which was never identified since their contracted company never evaluated my system, I have to pay for additional Freon due to HWA limit on the reimbursement for Freon I am disappointed that I will have to pay out of pocket expenses for additional Freon which could have been avoided if their contracted company had evaluated my unit and identified the problem HWA refuses to fully compensate me for the additional Freon this time Sincerely, [redacted] ***

September 27, [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 are addressing the replacement of their unit with the correct BTU replacement Sincerely, [redacted] Office of the President

Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ September 25, Esther [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: 94569792: Nagle FL- Dear Ms [redacted] We have received the customer's complaint, and have credited their funds to their credit card Sincerely, Carl [redacted] Escalated Special Handling Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the money back in my checking account this morning

January 30, Lucille [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: : Buckner IN- Dear Ms [redacted] : We have received the customer’s complaint, and provide the following response On May 6, 2017, the customer opened a contract with Home Warranty of America On or around October 17, 2016, upon the initial use of the heat, the customer called a company for maintenance, who noticed a mechanical failure with his heating system On October 24, 2016, the customer filed a claim with us, advising that a problem was noticed with the furnace the prior week, and the furnace has never worked properly under contractPer our agreement, we assigned a technician, to determine the failure with the furnace As it would appear that scheduling difficulties occurred between the initial technician and the customer, we assigned a second opinion, at no fee, to provide a diagnosisPer the second opinion, there were numerous cracks in the furnace’s heat exchanger, which would not have occurred in a few days use under the contract Per 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 break downs due to insufficient maintenance if at the time the issue or break down 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 home inspection, to confirm the unit was in proper working order Per the inspection, performed on April 4, 2016: “Fuel Furnace: Last service date is over one year ago, or is unable to be determinedAlthough this unit appears to be operating properly from controls, there are areas which cannot be seen without specialized equipment and trainingOne such area is the combustion chamber / heat exchanger where cold air blows across the "fire box", becoming the hot air that circulates throughout your homeDuring the life span of any furnace, this metal wall may develop a crack or a broken weld, allowing carbon monoxide to circulate throughout the homeThis is why furnace specialists recommend a complete inspection annually; consider having unit inspected by certified HVAC technician.” As the inspector recommended further inspection by a certified HVAC technician, and such a visual inspection of the heat exchanger would have detected the mechanical failure of the unit, we would not address the replacement The customer has requested to cancel their contract, and we are addressing any reimbursement for the requested cancellation We would not reimburse $4000, for a unit that never worked properly under contract Sincerely, Carl [redacted] Escalated Special Handling

June 16, [redacted] Dispute Resolution Specialist Revdex.com North Wabash, Suite Chicago, IL Re: [redacted] : [redacted] FL- [redacted] Dear Ms [redacted] : We have received the customer’s rebuttal, and provide the following response We have processed a reimbursement of a trade fee as a courtesy to resolve this issue The customer can easily reopen this issue if the payment is not received There is no reason for the complaint to remain open until he receives the payment Sincerely, [redacted] DE Services HWA Claims Handling Manager