Robert R. Naugler, CPA, P.A.

To whom it may concernRE: Complaint ID#: [redacted] ***HLWP has not changed it's position regarding tComplaint ID#: [redacted] ***.? As previously stated, the homeowner put forth much effort to pay only one Trade Item Fee and still have two repairs completedThis is not permitted per HLWP service contract, which is once again attached for your referencing needs.? I have also attached a copy of the first response from HLWP, which seems to cover the issues brought forth in this 2nd complaint.? However, there has been an issue pertaining to an electrical problem brought into the complaint this go aroundHLWP cannot say that her point is truly understood with this complaintThe best guesstimate is that she feels like she has been overcharged by Expert Mechanical on an electrical service requestThat issue will need to be taken up with that contractor , as HLWP does not control pricing, billing, or collecting of monies for the contractors.Please understand that HLWP Trade Item Fees are due per each repair that is covered by HLWP service contractConsidering this customer has renewed her HLWP service contract and is currently in her 2nd year of coverage, HLWP feels the homeowner has had ample amount of time to review the service contract

On 5/22/I call my husband to verify if the job was completed the leakage and the food disposal,I informed the worker that he is not to charge $because I had called the office days before they arrive to fix the leakage and the food disposal and staff who I did reveal his name in the other letter he told me that it will be $dollars for both services as both were going to be fixed by a Plummer When I get home my husband stated that he provided the worker with $and that he has notice that the Plummer left and never fixed the sink leakage and left without making clear to me at least or to my husband who does not understand that well but he could of told him that it was not fixed and decided to walk out as when I talked to him and told him that I was on my way to see the job and when I got home the worker was gone On the other note on 5/26/the worker to fix an electric outlet and the bathroom fan came out my husband called me and said that they will charge $because the worker said is separate things againMy husband after both jobs were completed my husband was short of money and provided his debit card he never received a receipt and the worker charged him $I notice it and called the bank as my husband did not authorized for the worker to have $when he supposed to be charging $I want to have my money back from this company , the money that they took from my credit card as I am not pleased with their services and I can get other company that will treat people with respect and honestyIf you can see I never signed with them a contract and I never the years now that I have been with them never received their policy which I wish that they had provided me with it from the beginning but they never did, also they never will leave a receipt for you when you give them cash or a card

Please review the attachments as the official response from HLWP regarding Complaint ID# [redacted] The document that HLWP references in the response as needing the customer's signature is includedThank you for your time and consideration

Please find the documents attached as the official response from HLWP to 2nd complaint letter regarding complaint ID # ***. Thank you. Respectfully Submitted, Melissa R***HLWP Escalations Department

HLWP, LLC HWLP of Nevada, LLC P.OBox Gilbert, AZ 85229 Office: (480) 558-8258 Toll Free: (888) 820-8088 Fax: 480-539-8258 August 24th, 2016 Revdex.com Conciliation & Engagement Specialist Fax: 602-798-8279 RE: Complaint ID
# 11639396 Henry A Kelly To whom it may concern HLWP is moving forward with reconciliation with the customer HLWP has requested receipts and will move forward with a refund for covered items that MrKelly paid on out of pocket repair the HVAC unit at the covered property Keaton RdSSanger, TX. Please keep in mind that a Trade item fee is due for each repair that is covered by HLWPThat amount may be deducted from the reimbursement amount in the event that was not paid by the customer. Thank you for your time and understanding. Respectfully, HLWP Complaints & Escalations

To Whom It May Concern:This is the official response from HLWP regarding the Complaint ID#: ***.5/22/2016: HLWP Service Department representative, Kevin, spoke with Ms*** *** *** regarding the
service request for her garbage disposalShe informed him that not only did the garbage disposal not work, but there was also a leak under the sinkHe explained to her during that conversation that if the leak were a separate issue from the actual garbage disposal, there would be a 2nd Trade Item Fee required for the technician to fix both5/23/2016: The technician from *** *** arrived at *** * *** *** in response to Service Request ***He found that the garbage disposal was bad and needed to be replacedHe also found that there was a 2nd leak on the left side basket strainer that connects to the tubular pipeThe 2nd leak was completely unrelated to the garbage disposal.When asked about this service call, the technician stated that he spoke to Mr*** at length about the details of the needed repairsHe also stated that once Mr*** agreed to pay the 2nd TIF to have the 2nd leak repaired, he (the technician) left the property to go pick up the parts to repair the 2nd leak Mr*** had no hesitation whatsoever pertaining to having the leak repaired as well as the garbage disposal replaced until Mrs*** called the property and insisted that the 2nd TIF not be paidMr*** did as Mrs*** wishedThe technician explained to Mr*** that if they decided at a later time to have the repair done, he would come back out for the TIF of $It was at this point that Mr*** signed the invoice from *** ***. It is clear in the HLWP service contract that a Trade Item Fee is due to the contractor per item needing repairedThis is also stated in the original notes from HLWP and Expert Mechanical.A copy of the HLWP notes for this service request and the notes from the contractor are attached for you to review There is also a copy of the HLWP service contract attached as well.HLWP and *** *** have no problem returning to *** * *** *** to repair the leak under the kitchen sink as long as Mrs*** pays the TIF $to the contractor prior to work being startedIf she contacts HLWP to set up a new service request, HLWP will request that *** *** have a technician out to the property as soon as possible to complete the repair.Thank you for your time and understanding.Respectfully,HLWPComplaints & Escalations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved As of today, Thursday April the refund has not posted to credit card account.
Regards,

Please review the attachments as the official response from HLWP regarding Complaint ID#***The document that HLWP references in the response as needing the customer's signature is includedThank you for your time and consideration

Please accept the attached documents as the response from HLWP of Nevada, LLC to complaint # ***.This document is the official response of HLWP of Nevada, LLC to complaint #*** that was filed with The Revdex.com by *** ***.Ms*** referenced the claims, which she
submitted under her home warrantyHLWP of Nevada, LLC will respond to each claim.Her first service request was regarding her HVAC The A/C was diagnosed as needing a new CFM (condensing fan motor), which for her particular unit has to be an OEM (original equipment of the manufacturer)Per HLWP of NV, LLC's policy, OEM parts are not a covered by the warranty and the claim was therefore deniedHowever, the warranty company did assist the consumer by contributing the amount that HLWP of NV, LLC would have paid out for a universal CFM replacementMs*** was responsible to pay the difference. HLWP of Nevada, LLCPolicy:Service Summary, Paragraph D, Lines -7:HLWP OF NV RESERVES THE RIGHT TO REPAIR SYSTEMS & APPLIANCES WITH NON-ORIGINAL MANUFACTURER’S PARTS AND IS NOT RESPONSIBLE FOR ANY OEM PARTS.The second service request was regarding Ms***'s dryerThe contractor diagnosed her unit as having two control boards that needed to be replacedPer HLWP of NV, LLC's policy, control boards are not covered by the warranty and the claim was therefore deniedA $buyout was paid to Ms*** in lieu of repair of her dryer. HLWP of Nevada, LLCPolicy:Service Summary, Paragraph A, Lines -11:THIS CONTRACT DOES NOT COVER: SYSTEMS & APPLIANCES COVERED BY AN EXISTING MANUFACTURER/DISTRIBUTOR OR OTHER WARRANTY; PORTABLE APPLIANCES; COMPUTERIZED OR ELECTRONIC ENERGY MANAGEMENT, INCLUDING BUT NOT LIMITED TO CONTROL BOARDS, CIRCUIT BOARDS, OR LIGHTING & APPLIANCE MANAGEMENT SYSTEMSAPPLIANCES & HOT WATER HEATERS DAMAGED DUE TO WEATHER EXPOSURES ARE NOT COVERED.Service Summary, Paragraph D., Lines 8-11HLWP RESERVES THE RIGHT TO PROVIDE CASH INSTEAD OF ACTUAL REPAIR OR REPLACEMENT IN THE AMOUNT OF HLWP’S ACTUAL COST (LESS THAN RETAIL) TO REPAIR OR REPLACE SUCH ITEMSHLWP OF NV IS NOT RESPONSIBLE FORWORK PERFORMED ONCE CASH IN LIEU OF SERVICE IS ACCEPTEDWHEN DETERMINING DEPRECIATION VALUE FOR CASH DISBURSEMENTS, CURRENT RETAIL VALUE WILL BE APPLIED TO ALL ASSETSA TEN YEAR DEPRECIATION SCHEDULE WILL BE USED TO DETERMINE VALUE OF SYSTEMS, UNITS, & APPLIANCES THAT HAVE/OR HAVE NOT EXCEEDED THEIR LIFETIMES AT THE SOLE DISCRETION OF HLWP OF NVIN THE EVENT OF SYSTEMS & APPLIANCES EXCEEDING THEIR LIFETIMES, HLWP OF NV RESERVES THE RIGHT TO OFFER DEPRECIATED VALUE OF EQUIPMENT ENTIRELY ATITS SOLE DISCRETION AND DEPENDING ON ITS OWN REQUIREMENTS OF OFFERING DEPRECIATED VALUES, BUT AT ANY TIME RESERVES THE RIGHT TO DENY THE CLAIM.The third service request was regarding Ms***’s kitchen refrigerator The freezer had continual ice build up that kept preventing the door from closingThe contractor diagnosed the water/ice dispenser as needing to be replaced Per HLWP of NV, LLC’s policy, the dispenser is not covered by the warrantyI do not see anything in the notes at all indicating that Ms*** was told, not even accidentally, that this dispenser was covered by the warranty. HLWP of Nevada, LLCPolicy:Optional Coverage, Section I., Exceptions, Line3:EXCEPTIONS: INCLUDING BUT NOT LIMITED TO: STACKABLE UNITS; PLASTIC MINI-TUBS; SOAP DISPENSERS; FILTERS & LINT SCREENS; KNOBS & DIALS; VENTING; DAMAGE TO CLOTHING; “ALL IN ONE” WASH/DRY UNITS; RACKS; SHELVING; SUB-ZERO FRIG (ACCEPT WHEN SUB-ZERO COVERAGE IS PURCHASED); ICEMAKERS (ACCEPT W/ PURCHASE OF ADD’TL COVERAGE); ICE CRUSHERS; BEVERAGE & ICE DISPENSERSThe resolution sought by the customer seems to be based on misinformationThe $buyout has been mailed to Ms*** in check # ***The diagnosis on her freezer/refrigerator claim was diagnosed as a bed dispenser that needed to be replacedDispensers are not covered as the HLWP of NV, LLC policy clearly statesThe trade item fee is due to the contractor prior to any work being startedThis is because the trade item fee is actually applied to the fee that is charged just to have the contractor go to the property and diagnose the problem, and then call it in to the HomeLife Claims departmentIt is only at this point in the process that the contractor will either receive an authorization to go ahead with the repair and HomeLife will pay for it, or they will hear that the claim is denied and HomeLife is not going to pay for itRegardless whether or not it was repaired, covered, replaced, or simply diagnosed, the trade item fee is due to the contractor, from the customer, every claim.It is regretful to HLWP of Nevada, LLC that any customer be unhappy with their HomeLife warrantyUnfortunately, just as it would be unrealistic for the warranty company to think that every claim should be denied, it is equally unrealistic for a consumer to think that every claim should be approved

HLWP, LLC HWLP of Nevada, LLC P.OBox Gilbert, AZ 85229 Office: (480) 558-8258 Toll Free: (888) 820-8088 Fax: 480-539-8258 August 24th, 2016 Revdex.com Conciliation & Engagement Specialist Fax: 602-798-8279 RE: Complaint ID
# 11639396 Henry A Kelly To whom it may concern HLWP is moving forward with reconciliation with the customer HLWP has requested receipts and will move forward with a refund for covered items that MrKelly paid on out of pocket repair the HVAC unit at the covered property Keaton RdSSanger, TX. Please keep in mind that a Trade item fee is due for each repair that is covered by HLWPThat amount may be deducted from the reimbursement amount in the event that was not paid by the customer. Thank you for your time and understanding. Respectfully, HLWP Complaints & Escalations

To Whom it May Concern: HomeLife Warranty Protection, LLC (HLWP) has recognized that we fell short in our customer service in providing prompt and efficient service to the Mr& Mrs***HLWP has serviced the customer's sprinkler system and covered any
breakdowns that are within the guidelines of the service contract coverageHLWP has also provided a refund to Mr& Mrs*** in the amount of the trade item fee of $The credit was issued to their via credit card on March 24th, 2016. Sincerely, Gennevere G***HLWP ###-###-#### or ***@hlwp.co

To Whom it May Concern, HLWP of Texas, LLC has refunded Ms*** the pro rated unused service contract in the amount of $ Please see attached credit receipt showing the refund to Ms ***The credit can take up to hours for the receiving financial institution to credit the
customers account.HLWP of Texas, LLC and its directors have taken the necessary steps to rectify this unique situation and to ensure this does not happen in the futurePlease see attached credit receipt showing the refund to Ms ***Thank you Sincerely, HLWP of Texas, LLC Escalation's Department*** ***
***

Please accept the attached documents as the response from HLWP of Nevada, LLC to complaint # ***.This document is the official response of HLWP of Nevada, LLC to complaint #*** that was filed with The Revdex.com by *** ***.Ms*** referenced the claims, which she
submitted under her home warrantyHLWP of Nevada, LLC will respond to each claim.Her first service request was regarding her HVAC The A/C was diagnosed as needing a new CFM (condensing fan motor), which for her particular unit has to be an OEM (original equipment of the manufacturer)Per HLWP of NV, LLC's policy, OEM parts are not a covered by the warranty and the claim was therefore deniedHowever, the warranty company did assist the consumer by contributing the amount that HLWP of NV, LLC would have paid out for a universal CFM replacementMs*** was responsible to pay the difference. HLWP of Nevada, LLCPolicy:Service Summary, Paragraph D, Lines -7:HLWP OF NV RESERVES THE RIGHT TO REPAIR SYSTEMS & APPLIANCES WITH NON-ORIGINAL MANUFACTURER’S PARTS AND IS NOT RESPONSIBLE FOR ANY OEM PARTS.The second service request was regarding Ms***'s dryerThe contractor diagnosed her unit as having two control boards that needed to be replacedPer HLWP of NV, LLC's policy, control boards are not covered by the warranty and the claim was therefore deniedA $buyout was paid to Ms*** in lieu of repair of her dryer. HLWP of Nevada, LLCPolicy:Service Summary, Paragraph A, Lines -11:THIS CONTRACT DOES NOT COVER: SYSTEMS & APPLIANCES COVERED BY AN EXISTING MANUFACTURER/DISTRIBUTOR OR OTHER WARRANTY; PORTABLE APPLIANCES; COMPUTERIZED OR ELECTRONIC ENERGY MANAGEMENT, INCLUDING BUT NOT LIMITED TO CONTROL BOARDS, CIRCUIT BOARDS, OR LIGHTING & APPLIANCE MANAGEMENT SYSTEMSAPPLIANCES & HOT WATER HEATERS DAMAGED DUE TO WEATHER EXPOSURES ARE NOT COVERED.Service Summary, Paragraph D., Lines 8-11HLWP RESERVES THE RIGHT TO PROVIDE CASH INSTEAD OF ACTUAL REPAIR OR REPLACEMENT IN THE AMOUNT OF HLWP’S ACTUAL COST (LESS THAN RETAIL) TO REPAIR OR REPLACE SUCH ITEMSHLWP OF NV IS NOT RESPONSIBLE FORWORK PERFORMED ONCE CASH IN LIEU OF SERVICE IS ACCEPTEDWHEN DETERMINING DEPRECIATION VALUE FOR CASH DISBURSEMENTS, CURRENT RETAIL VALUE WILL BE APPLIED TO ALL ASSETSA TEN YEAR DEPRECIATION SCHEDULE WILL BE USED TO DETERMINE VALUE OF SYSTEMS, UNITS, & APPLIANCES THAT HAVE/OR HAVE NOT EXCEEDED THEIR LIFETIMES AT THE SOLE DISCRETION OF HLWP OF NVIN THE EVENT OF SYSTEMS & APPLIANCES EXCEEDING THEIR LIFETIMES, HLWP OF NV RESERVES THE RIGHT TO OFFER DEPRECIATED VALUE OF EQUIPMENT ENTIRELY ATITS SOLE DISCRETION AND DEPENDING ON ITS OWN REQUIREMENTS OF OFFERING DEPRECIATED VALUES, BUT AT ANY TIME RESERVES THE RIGHT TO DENY THE CLAIM.The third service request was regarding Ms***’s kitchen refrigerator The freezer had continual ice build up that kept preventing the door from closingThe contractor diagnosed the water/ice dispenser as needing to be replaced Per HLWP of NV, LLC’s policy, the dispenser is not covered by the warrantyI do not see anything in the notes at all indicating that Ms*** was told, not even accidentally, that this dispenser was covered by the warranty. HLWP of Nevada, LLCPolicy:Optional Coverage, Section I., Exceptions, Line3:EXCEPTIONS: INCLUDING BUT NOT LIMITED TO: STACKABLE UNITS; PLASTIC MINI-TUBS; SOAP DISPENSERS; FILTERS & LINT SCREENS; KNOBS & DIALS; VENTING; DAMAGE TO CLOTHING; “ALL IN ONE” WASH/DRY UNITS; RACKS; SHELVING; SUB-ZERO FRIG (ACCEPT WHEN SUB-ZERO COVERAGE IS PURCHASED); ICEMAKERS (ACCEPT W/ PURCHASE OF ADD’TL COVERAGE); ICE CRUSHERS; BEVERAGE & ICE DISPENSERSThe resolution sought by the customer seems to be based on misinformationThe $buyout has been mailed to Ms*** in check # ***The diagnosis on her freezer/refrigerator claim was diagnosed as a bed dispenser that needed to be replacedDispensers are not covered as the HLWP of NV, LLC policy clearly statesThe trade item fee is due to the contractor prior to any work being startedThis is because the trade item fee is actually applied to the fee that is charged just to have the contractor go to the property and diagnose the problem, and then call it in to the HomeLife Claims departmentIt is only at this point in the process that the contractor will either receive an authorization to go ahead with the repair and HomeLife will pay for it, or they will hear that the claim is denied and HomeLife is not going to pay for itRegardless whether or not it was repaired, covered, replaced, or simply diagnosed, the trade item fee is due to the contractor, from the customer, every claim.It is regretful to HLWP of Nevada, LLC that any customer be unhappy with their HomeLife warrantyUnfortunately, just as it would be unrealistic for the warranty company to think that every claim should be denied, it is equally unrealistic for a consumer to think that every claim should be approved

Please see the attached documents as the official response from *** ** *** **C Thank you for assistance along with this opportunity to resolve this matter with our customer

HLWP is happy to report that this issue has been resolved with the customer directlyUpon receiving the original complaint, the customer was contacted to get all of the details from her and learn what needed to be done to satisfy herAfter that conversation, I contacted Zimmermann ElectricalThe
sensitivity of the service request was explained to the contractor along with a request to expediteThe trade item fee was waived for the customer as an apology for the delay in service and the damages and losses she suffered as a result of that delayHLWP had a contractor at the property within hours of learning of the complaintThe repair was fully done and electrical issues fixed the following day when the technician returned and replaced the bad arc-fault breaker with a new oneThe customer was contacted throughout this process to make sure her expectations were being metThe customer communicated that she was very happy with the resolutionWe even discussed that she would let the Revdex.com know she was satisfied once HLWP submitted the response to her complaintIf there any further concerns, MsCaswell can contact us directly via phone or email*** and *** or ***

[A default letter is provided here which indicates your
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

HLWP has resolved this complaint with the customerWe agree with the evaluation and diagnosis of our licensed/bonded sister contractor Expert Mechanical and have pictures and documentation as proof of substantiation of the actual conditionsThere was no fraud or misrepresentation of the service
contract as all parties (HLWP, contractors including Expert Mechanical, and homeowners) are all held to the terms and conditions of the service contract they receivedHLWP satisfied the customers request to cancel the service contract and provided a customer service refundThank you for allowing us to resolve this matterWe wish the ***'s all the best in their future endeavors and if we can provide any further assistance please let us knowThank you.HLWP

[A default letter is provided here which indicates your
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

HLWP is currently communicating with this customer in an attempt to satisfy requestsHLWP is awaiting to receive additional information and documentation from the customer in order to proceed with the reimbursement process

To Whom it May Concern, HLWP of Texas, LLC has refunded Ms*** the pro rated unused service contract in the amount of $Please see attached credit receipt showing the refund to Ms ***The credit can take up to hours for the receiving financial institution to credit the
customers account.HLWP of Texas, LLC and its directors have taken the necessary steps to rectify this unique situation and to ensure this does not happen in the futurePlease see attached credit receipt showing the refund to Ms ***Thank you Sincerely, HLWP of Texas, LLC Escalation's Department*** ***
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