2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on December 29, 2017, [redacted] reported her thermostat is blinking and not going to a good temperature for warmthThe independent contractor, [redacted] was sent the dispatch, however they were a week outThere are plenty of network contractors in her areaMs [redacted] chose to use her own contractor instead, as she did not want to wait until the next contractor that we provide could get outThe guidelines for using a contractor out of our network were emailed to herMs [redacted] had her contractor out the same day and advised 2-HBW that her contractor reported the thermocouple, gas valve and pilot light would need to be replaced for $or replace the entire furnace for $1,Ms [redacted] chose to have her furnace replacedShe was also aware that we would only pay what we would have paid a network contractorAs stated in number of the guidelines sent to her Number of the guidelines is clear on how we will only reimburse the amount we would pay a contractor that is in our network; 2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement The cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.” This is also located in the Terms & Conditions; “A-2aIf we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost)” Also, Ms [redacted] chose to replace the furnace where 2-HBW would have repairedB-1; “We solely determine whether covered systems or appliances and their components will be repaired, replaced or if payment is provided in lieu of services.” On January 11, 2017, Ms [redacted] spoke to a representativeThe representative priced out what our cost would have been to replace a furnace in order to settle this matterMs [redacted] apparently was still not content with the amount as she has placed this Revdex.com complaintAs stated above, we are not liable for any further compensation toward the furnace Concerning the leaking monoxide, our notes indicate after the furnace was installed, Ms [redacted] ’s contractor came back to check the workThe technician found that the vent under the crawlspace to the fireplace was not vented properly which was causing fumes from the water heater and furnace going into the homeMs [redacted] needs to be aware that 2-HBW does not cover any type of flue venting that carries carbon monoxideFlue venting is specifically excluded from coverage under Heating and Plumbing; “EXCLUDED: flue venting” As such, we cannot offer any further payment as we are not liable for such expenses2-HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement We do empathize with Ms [redacted] ’s situation, particularly with the safety concerns for her and her familyWe apologize we cannot be of further assistance in this regardWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response / [redacted] */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Mr [redacted] ' Limited Home Service Agreement and applicable claimThank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claims handling processWe regret that there was a delay in this claim while HBRWC attempted to locate the correct part to replace Mr [redacted] ' leaking condensing coilOn June 10, we authorized to have the service contractor to replace the entire outdoor unit to avoid further delayHowever, this part was not available either For this reason it was determined that the outdoor unit would need to be replaced with a new R410A, SEER unitThis would not be compatible with the existing equipmentMr [redacted] did accept the non-covered costs associated with upgrading the indoor equipment to be compatible with the outdoor unit that we were able to provideOn June 17, the replacement equipment was ready for pickupOn June 18, the independent service contractor replaced the system We again apologize for any inconvenience that Mr [redacted] may have experiencedWe appreciate him bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] */ (The consumer indicated he/she ACCEPTED the response from the business.) I will not renew the contract

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Dr***We have located Dr***’s Limited Home service Agreement (“Agreement”) and applicable claimsThank you for the opportunity to review and respond Our records indicate the independent contractor, [redacted] was dispatched for the oven and refrigerator claim Concerning Dr***’s refrigerator drawerDr***’s Agreement excludes refrigerator drawers and therefore they are not coveredTo be clear, all of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWWe have no right of control over their actionsWe contract with these companies in order to service eligible claims, but we are each separate operating companiesThey have their own retail jobs outside of the warranty company as in this instance when Dr [redacted] contracted with [redacted] to supply the drawerThis was without our knowledge or directionAs a courtesy, our Contractor Relations department has looked into this matter and has spoken to Dr***Dr [redacted] sent in the amount he paid to [redacted] Contractor relations has reimbursed the amount less his service feeContractor relations will also charge back [redacted] and investigate and address the contractorDr***’s concerns does assist our contractor relations department as to the contractors that do not live up to our expectationA different contractor has been sent out to address Dr***’s oven claim A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceWe apologize to Dr [redacted] that he did not receive the quality service that was expected from [redacted] Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimsThank you for the opportunity to review and respond Our records indicate on August 5, 2016, [redacted] reported his air conditioner is leakingIndependent service contractor, [redacted] was dispatched to the home and reported the system was empty of refrigerant and he would need to do a leak testThis contractor was not following his agreed pricing with HBRWC and wanted extreme costs for the Freon to just do the leak testHe was sent to our contractor relations department to investigate and addressAn additional contractor, [redacted] was dispatched and reported a slow leak in the system and added leak sealThe water leak was coming from the condensate drain lineHe replaced 30’ of 3/pipeThe contractor has reported the repairs are complete A manager has been assigned to this case and [redacted] has her direct line if he has any further concernsWe do apologize for the customer experience issue he had concerning a certain representativeThis is being addressed internallyWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs*** Thank you for the opportunity to review further As soon as we found out the contractor had not made contact to schedule for the install of the heat kitThe area service manager called the contractor and the owner assured us they would contract Mrs [redacted] to schedule for install within the next couple of hoursMrs [redacted] does have a direct contact with the area service managerA representative of this department called Mrs [redacted] and received a voice mailA message was left with status and an apology for not returning her call Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 29, 2016, [redacted] reported her washer was not draining Independent service contractor, Home Appliance Solutions was dispatched to the homeThey had not reported their diagnosis [redacted] called in on July 7, on status, so the representative called Home Appliance and they reported the bearings seized and clogged up the pumpThey do not service bearingsAnother contractor was needed but we could not find any that could service in a timely mannerA representative offered an out of network contractor and the guidelines were sent to her [redacted] was able to locate a contractorThe technician reported “the inner and outer tub failed, not allowing the unit to work properly.” The technician advised to replace the washer because it is not worth the repairs [redacted] was offered a comparable washer or replacement buyout in the amount of $ [redacted] accepted the buyout HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond First I would like to mention that the service fee goes to the independent contractor’s diagnostic time and is not transferred to HBRWCPer the Agreement on page under Who pays what? “You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service callA service call means each visit by a service contractor for a single service (plumbing, electrical, appliances, heating and air conditioning and pools/spas)The service fee is due when the service contractor arrives at the home.” This service fee is due regardless of the outcome of the claim Mr [redacted] is referring to a plumbing claim and an electrical wiring claimOn the plumbing claim, Mr [redacted] reported online: “Leak below kitchen sink, Leaking valves, Leaking handle on kitchen sink and broken kitchen sink sprayerNeed to replace faucet setup.” An email is automatically generated and emailed to Mr [redacted] : “Customer (HOP/ [redacted] ) accepted the following Terms and Conditions prior to filing claim: I have reviewed my warranty's terms and conditions for what is and what is not eligible for coverageI understand that if a contractor is dispatched to my home on a claim that is determined not to be covered by the warranty, I will still be responsible for the service fee.” The only time Faucet coverage is available is when the Supreme Protection option is purchasedMr [redacted] did not Purchase this option and the claim was deniedAs discussed, the service fee is still due On the electrical claim, Mr [redacted] called in this claim and reported “electrical industrial wiring has some power 240amps but at the electrical outlet its only receiving 20amp its looks like the connection is fried.” The independent contractor was dispatched and reported the leg of the service panel is burnt up, these are extra legs that were added to the home to supply a separate building in the back yardThe contractor stated this was improperly installedThe claim was denied based on the Agreement in the Terms & Conditions; B-“Costs to repair failures due to improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner’s expenseCorrection of improper installations or correction of mismatched equipment will be at homeowner’s expense, except as part of Supreme Protection when necessary to effect an eligible repair.” Again, Mr [redacted] did not purchase the Supreme Protection As a gesture of goodwill, HBRWC has determined that we will reimburse one of the $service fees to Mr [redacted] It will take approximately to business days to receive the checkWe do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because:The fan is continuing to make a skipping noiseThe contractor has communicated to me that they have to fight tooth & nail with you to get repairs done & that the insurance company tries to avoid replacement at all cost Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 7, 2017, [redacted] reported online a leak with a continuous dripThe Independent service contractor [redacted] was dispatched to the property and reported “the front side hose bib is leakingIt is leaking from the body itself and only leaks when it is turned onThe leak is due to freezing.” Per the Agreement under the Terms & Conditions B-“There is no coverage for any loss or damage that is caused or made worse by any of the following (whether acting alone or in sequence or concurrence with any other cause or causes) freezing” [redacted] was notified by voice message that freezing was not eligible for coverage All of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCWe do take every contractor’s diagnostics serious regardless if there in our network or out of our networkIf [redacted] is interested in locating her own contractor to diagnose the hose bibbWe ask her to have the contractor call in prior to the repairs being made as there are guidelines for using a contractor out of our network [redacted] ’s home is a recently built homeShe may want to contact the builder first to see if they will do anything for her We do apologize, at this time, we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11083061, and find that this resolution is satisfactory to me Thanks for dutifully and vigorously representing consumers Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/06/13) */ The Office of President at [redacted] ("***") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Mr [redacted] ' Limited Home Service Agreement and applicable claim Thank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that Mr [redacted] experienced during the claim handling processAt this time, [redacted] has authorized a second contractor, [redacted] , to repair the swimming poolOn Friday, June 12th [redacted] stated they would initiate repairs beginning on Saturday June 13thThese repairs will include replacing the filter, turbo valve, and pop up headsThe contractor has also been authorized to correct the plumbing and add new sand to the filter [redacted] will also be assisting Mr [redacted] with costs associated with cleaning the pool and removing any sand that lies at the bottom of the pool As this is an ongoing situation, [redacted] will continue tracking this claim to completionWe will update Mr [redacted] with new information as it becomes availableIn the meantime, Mr [redacted] has been notified that his primary contact from this point forward will be [redacted] telephone number [redacted] , who he may call at any time with further questions or concernsWe do thank Mr [redacted] for bringing his concerns to our attention Sincerely, [redacted] Office of the President [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the opportunity to review and respond Our records indicate on May 10, 2016, [redacted] reported her air conditioner was not blowing cold air Independent service contractor, Comfort Central was dispatched to the home and reported this is a wall hung package unit that services the living room areaThe evaporator coil is leakingThe manufacturer was unknown to them and they requested if we could locate the coilThis was sent to the parts department to find that the manufacturer was no longer in businessWe were looking for a replacement package unit but the only one we could locate was at least weeks outOn June 2, the contractor was able to find a comparable unit that was days outThe order was submittedThe Contractor called us on June 20, and told us the incorrect unit was receivedHe acknowledged he had given us the wrong model #The order was resubmittedThe contractor has reported that the installation of the package unit is complete HBRWC apologizes to [redacted] for the delay of the orderWe acknowledge there were some mistakes made on the orderWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our serviceWe look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: Once again, if I could have opted not to have a new expansion tank installed then it would not have been up to codeThe fact that you would cover an expansion tank to be installed, if one were not already there, to be brought up to code but not if one was there but needed replacement makes NO sense! The tank had to be installed per code requirements! Based on that you should cover it! If I had said that there wasn't one there to begin with, you would have covered itWhat is the difference? A tank is required by code regardless! I WILL NOT CONSIDER THIS MATTER CLOSED UNTIL YOU COVER THE ADDITIONAL $FOR THE TANK Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Mr [redacted] ’s Agreement cancelled back on January 23, and he did not renewRegarding his washerThere is a program when you file a service request where you have the option of having a contractor come out and service the appliance or you can accept a $rebate to put toward a new applianceMr [redacted] opted for the $rebateThe rebate information for $with directions is automatically sent to the customer when this option is selectedThis is directly from 2-HBW notes: “The Appliance Replacement Offer of $has been accepted and authorized, and an email with the rebate form and steps to complete the claim have been emailed to [redacted] ” It is NOT noted, he was offered $However, he would be saving his $service fee if a contractor did not come out to service Regarding contractor availability in Mr [redacted] ’s service areaWe do regret that on occasion, 2-HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do give the customer the option to locate their own contractorWe do have this right as explained in the Agreement under the Terms & Conditions, A-" If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.” In regards to a full refund of the AgreementThe claims were placed in February and October 2017, the Agreement expired on January 23, If Mr [redacted] had wished to of canceled the Agreement when he was not pleased with the service in February or OctoberHe should have canceled the Agreement at that timeThen the Agreement would have been canceled per the Terms & Conditions, Section H; “If this Service Agreement is canceled after the first 10-days, the owner of the home at the covered address will receive a pro-rata refund of 90% unearned premium less claims paid, any other unpaid charges” We regret we will not be refunding the Agreement and cannot be of further assistance in this regard2-HBW has fulfilled their obligations as specified in the Terms and Conditions of the Agreement Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 27, 2016, [redacted] reported a pipe is leaking down below into the kitchen when the shower is runningIndependent service contractor, [redacted] was dispatched to the home and reported he cut a hole for access to diagnose where the leak was coming fromHe determined it was not a plumbing issue but a tile grouting issueWhen the tile gets wet, the water leaks through because the tiles are in need of sealingResealing/caulking the tile is not eligible for coveragePer the Agreement on page under EXCLUDED: “caulking, grouting” In addition Since caulking is not a covered service, restoring the drywall holes is not eligible for coverage per the Terms & Conditions; “B-When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” When a claim is not eligible for coverage, we do not dispatch a contractor to repair the drywallIn instances such as this, HBRWC offers the customer $to put toward the repair of the drywallMr [redacted] was offered this amount A representative of this department contacted [redacted] He has received an estimate for the repair of the drywallOur contractor had cut two holes in odd shapes to where it was more costly to repairWe are understanding of [redacted] situation and have agreed to a larger settlement to put toward the repair of the drywallThis matter has been resolved satisfactory with both parties HBRWC apologizes to [redacted] for the customer service experience he has received as well as the delay in an explanationThere have been new hires training on the floor that are still in the leaning stagesWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 23, 2016, [redacted] reported the refrigerator is making noises, and the ice machine will not workThe independent service contractor, [redacted] was dispatched to the home and reported the control panel shorted, the compressor shorted outThe ice maker shorted out all at onceThe customer did not purchase the ice maker coverageShe wanted the refrigerator replaced stating the contractor told her he did not know if the repairs would holdThe contractor told us the unit could be repaired [redacted] purchased a new refrigeratorHBRWC offered a reasonable settlement to put toward her new refrigeratorShe accepted our offer [redacted] reported unprofessional behavior against the independent contractorHer information has been sent to our contractor relations department to investigate and address the contractor HBRWC would like to apologize for any inconvenience and delay [redacted] has experienced Due to the heat wave throughout the United States, this has created higher than wait time in the call center and we are aware of thisWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by [redacted] We have located [redacted] Limited Home Service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on March 15, 2013, Mr [redacted] reported his icemaker was not workingIndependent service contractor Sears was sent a dispatch to diagnose the ice makerSears called us, stating that the customer canceled service because he cannot afford the service feeA representative called and spoke to Mr [redacted] Mr [redacted] confirmed he could not afford the service fee and that he would call back at a later date to file a claimIt was not until July 16, 2014, when Mr [redacted] called in reporting his refrigerator ice maker was not dispensing iceIndependent service contactor Tarheel Appliance Repair (“Tarheel”) was dispatched with a $service fee dueOn August 1, 2014, Tarheel reported that the [redacted] have missed the last two scheduled appointments; July 22, and July 29, and this will be the third appointment for the customerTarheel noted the new appointment date as August 5, The technician found the dispenser motor and coupling were burnt and worn outThe parts were ordered and the contractor replaced the partsOur notes indicate there was a one $service fee paid to Tarheel Appliance Repair, not threeThe parts were installed and the work was completedMrs [redacted] did not call back until May 26, 2015, indicating her ice maker is still not fixed from the prior AgreementIt was explained to her that if she was still having issues with her ice maker, she should have called in for a possible recallPer the Agreement on page under; How do I request service? “Parts and labor are guaranteed for days on authorized service requestsThis means that after the days is up and there was no recall placedThe ice maker claim would be considered a new claimMrs [redacted] did not want to pay another service fee, therefore a new claim was not set upAlso on July 16, 2014, Mr [redacted] placed a claim for his mini refrigerator (bar fridge) reporting that it is icing upThe claim was set up without a service fee dueIndependent service contactor Allstar Appliance Service was dispatched and reported they found a burnt out fan motorThe parts were ordered and the contractor completed repairs on July 29, If the [redacted] can show they paid more than one service fee for the July 16, ice maker claim to Tarheel and it was not due to the missed appointments of the [redacted] ’sHBRWC will review the service fee invoices for possible reimbursementOn November 17, 2014, Mr [redacted] reported he has furnaces and that the one that controls the bedroom is not reaching the desired temperatureIndependent service contractor Accent Comfort Services was dispatched to the home to evaluate the furnaceThe technician found the blower motor and the capacitor shorted outThe parts were replacedOn December 12, 2014, there was a possible recall set up by Mr [redacted] Accent Comfort Services checked both furnaces and found no failures to either furnaceThe contractor collected a $service feePer the Agreement on page under; Who pays what? “A service call means each visit by an authorized, independent service contractor for a single serviceMultiple visits to remedy the same problem require only one service fee.” This means that since there was no mechanical failure to the same parts that were replaced on the furnace, then there would be another deductible dueOn May 26, 2015, the customer reported the air conditioner on the main level is not coolingAccent Comfort Services reported the evaporator coil leakingThe coil was replacedThere were some non-covered charges of $that are not covered under the Agreement that were explained to the customerThere was a $service fee dueOn January 4, 2016, Mr [redacted] reported that his upstairs unit is not workingAccent Comfort Service was dispatched to the home and found the upstairs evaporator coil also leakingIt was explained to Mrs [redacted] that there were non-covered charges in the amount of $She disagreed stating that she just paid the non-covered chargesIt was explained that this was for her upstairs systemThe technician also found issues with the zone control systemIt was also explained to Mrand Mrs [redacted] that zone control systems are excluded under the AgreementA $service fee is dueUnfortunately, the [redacted] HVAC service fees will not be reimbursed as stated above; different HVAC claims were called in at different intervals, recalls were not set up within the day period and different failures or no issues to the same system would require another service feeWe acknowledge the statements regarding the independent contractor’s that HBRWC usesHBRWC strives to have all of the service contractors we contract with, have a very good standing with the Revdex.com and they must be licensed and insuredA stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable HBRWC would have been happy to set up a new claims for their ice makerHowever, the [redacted] have chosen to cancel their Agreement with us and they are no longer a contract holderWe would no longer be able to provide serviceThe Office of the President contacted and spoke with Mr [redacted] The claims that were presented in this complaint were discussedIt was explained why the HVAC service fees will not be reimbursedMr [redacted] stated he has found another Warranty company that better suits his needsWith this in mind, we respectfully ask the Revdex.com to close this case since they have chosen to part ways with HBRWCSincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: the issue is still NOT resolvedI do not have a complete working HVAC systemI have been in contact with [redacted] (spelling?) who appears to be helping find a solution, but isn't been fixed nor completed yetThe partial work that was completed by one of the contractors is still being reviewed for accuracy as well Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable heat pump claimThank you for the opportunity to review and respond Our records indicate on April 25, 2016, [redacted] reported her upstairs unit was leaking from condensationIndependent service contractor, Howard Aire Services was dispatched to the home and reported the evaporator coil which is located inside the air handler needs to be replacedA coil that goes inside an air handler must be an exact matchHoward Aire did not provide us with the part # to order the coilAfter numerous attempts to contact them without a response from them, we were finally able to get a hold of Howard Aire Service, they recommended replacing the air handler instead of the coil and HBRWC agreedHoward Aire insisted the outdoor condensing unit would not be compatible because it has a lower seer ratingIf this was the case, [redacted] would be responsible for the cost of the condensing unit because there were no failure to the condensing unitPer the Terms & Conditions, B-“Except for SEER coverage and R410A compatibility upgrades and code violations as outlined in number 3, we are not responsible or liable to upgrade equipment, components or parts due to: (a) the incompatibility of the existing systems” We confirmed with the manufacturer guidelines that this was a system and the condensing unit would be compatible with a new air handlerHowever, Howard Aire refused to just replace the air handler regardless what the manufacturer guidelines areAs to not to delay the claim any further, [redacted] was offered to stay with the Howard Aire Service and pay for the cost of the outdoor condensing unit, send out a second opinion or take a buyout for the air handler [redacted] decided on a second opinionHoward Aire was sent to the contractor relations division to address the contractor On May 20, 2016, the independent contractor, River City Heating & Air was then dispatched to the property and found the system was operating properlyThe customer explained to the technician that the prior contactor that was out found a leaking evaporator coilThe technician injected leak seal in the system to seal all the leaksOn May 31, 2016, [redacted] called in with the same issueRiver City went back to the home and found the defrost board not operational, the technician repaired the board and the system was working properlyLater that day, [redacted] called and said the unit is still not workingRiver City was sent back out and found the reversing valve and the compressor had failed and needed to be replacedThe parts were orderedRiver City had requested a scroll compressor but after they received the compressor, found that they need a reciprocating compressorThe correct compressor was ordered [redacted] had been in direct contact with a supervisor to see the claim through completionRiver City completed repairs on June 28, We acknowledge and apologize that some of the delays that occurred were preventable and will have this matter investigated further internally so we may make corrections and continue to improve our serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our service We regret that we cannot offer a free year of warranty coverage or air conditioning coverageThis is a binding contract where there must be consideration given by both partiesWe appreciate [redacted] for bringing this to our attention as we do take these matters seriously Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Mr*** Thank you for the opportunity to review further We would refer Mr [redacted] to our previous response in which we indicated 2-HBW must be notified within the first days from the Agreement’s effective date when adding optional coverageThe rebuttal provides no additional information to overturn our decisionWe apologize we cannot be of further assistance in this regard Sincerely, Office of the President Home Buyers Resale Warranty Corporation