Robert R. Naugler, CPA, P.A.

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 leakMr*** 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 reviewThere 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

Regarding this complaint (ID 11788266), HomeLife has issued a $6- credit to the customer's credit cardI spoke to Mr*** on the phone to let him know about the refund and he was pleasedI also sent him a receipt (see attached) for his recordsBoth Mr*** and Homelife are satisfied with this
resolution and consider this complaint to be closedThank you

Please see the attachments as the official response from HLWP to Complaint ID ***. Thank you

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

[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,
*** ***

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

To whom it may concernRE: Complaint ID#: ***
*** *** ***HLWP has not changed it's position regarding tComplaint ID#: *** *** *** ***.? 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

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?

SirI was not talking about the pass services I was talking about the one on 01/03/When I spoke to the sales person they did not ask me about the age of my refrigerator, this was done on
the phoneand why would I pay for an upgrade if I knew it would not cover the Item I need to be coveredthat does not make any sinceAnd since It is your company and? since it was done over the phone and no signed documentsyou can say anything to cover? your companyI lost money paying for a policy that did not cover the item I needed to be covered and I had to pay $to the techI lost on both ends

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

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID [redacted] 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 see the 3 attachments as the official response from HLWP to Complaint ID [redacted].  Thank you.

Please see the 3 attached documents as the official response from [redacted]C.  Thank you for assistance along with this opportunity to resolve this matter with our customer.

On 5/22/16 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 $110 because I had called the office 2 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 $55 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 $55 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 5/26/16 the worker to fix an electric outlet and the bathroom fan came out my husband called me and said that they will charge $110 because the worker said is 2 separate things again. My 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 $220.00 I notice it and called the bank as my husband did not authorized for the worker to have $220.00 when he supposed to be charging $110. 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 honesty. If you can see I never signed with them a contract and I never the 2 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.

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. [redacted]. HLWP has serviced the customer's sprinkler system and covered any...

breakdowns that are within the guidelines of the service contract coverage. HLWP has also provided a refund to Mr. & Mrs. [redacted] in the amount of the trade item fee of $45.00. The credit was issued to their via credit card on March 24th, 2016.   Sincerely, Gennevere G[redacted]HLWP ###-###-#### or [redacted]@hlwp.co

HLWP is happy to report that this issue has been resolved with the customer directly. Upon 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 her. After that conversation, I contacted Zimmermann Electrical. The...

sensitivity of the service request was explained to the contractor along with a request to expedite. The 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 delay. HLWP had a contractor at the property within 48 hours of learning of the complaint. The 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 one. The customer was contacted throughout this process to make sure her expectations were being met. The customer communicated that she was very happy with the resolution. We even discussed that she would let the Revdex.com know she was satisfied once HLWP submitted the response to her complaint. If there any further concerns, Ms. Caswell can contact us directly via phone or email. [redacted] and [redacted] or [redacted]

[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 [redacted], 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,
[redacted]

Sir. I was not talking about the pass services I was talking about the one on 01/03/2018. When I spoke to the sales person they did not ask me about the age of my refrigerator, this was done on...

the phone. and why would I pay for an upgrade if I knew it would not cover the Item I need to be covered. that does not make any since. And since It is your company and since it was done over the phone and no signed documents. you can say anything to cover  your company. I lost money paying for a policy that did not cover the item I needed to be covered and I had to pay $55.00 to the tech. I lost on both ends

HLWP has resolved this complaint with the customer. We 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 conditions. There 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 received. HLWP satisfied the customers request to cancel the service contract and provided a customer service refund. Thank you for allowing us to resolve this matter. We wish the [redacted]'s all the best in their future endeavors and if we can provide any further assistance please let us know. Thank you.HLWP

To whom it may concernRE: Complaint ID#: [redacted]
[redacted] [redacted] [redacted]HLWP has not changed it's position regarding tComplaint ID#: [redacted] [redacted] [redacted]. As previously stated, the homeowner put forth much effort to pay only one Trade Item Fee and still have two repairs completed. This 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 around. HLWP cannot say that her point is truly understood with this complaint. The best guesstimate is that she feels like she has been overcharged by Expert Mechanical on an electrical service request. That 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 contract. Considering 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.