2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the additional response submitted by [redacted] . Thank you for the opportunity to review and respond. We would refer [redacted] to our previous response as far as the delay of the furnace. Also we indicated why there is no negotiation of the non-covered charges that are paid directly to the independent contractor. We regret we will not be reimbursing the $652 ($300 ductwork modifications + $125 Electrical modifications + $150 gas line modifications + $50 disposal of the old furnace. The non-covered charges is for work done by the independent contractor that the Agreement does not cover. These funds are kept by the contractor and not transferred to HBRWC. All of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. Please refer to the Terms and Conditions of the Agreement. The modifications are not eligible pursuant to B-2 “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensions. The disposal is not eligible; page 4 of the Agreement under Heating. Disposal fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. [redacted] mentioned in her rebuttal that she lost wages. We regret that we will not be offering any remuneration to [redacted] for loss of wages. Section E-5 of her Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We apologize that we are not able to be of further assistance to [redacted] on this claim. We thank [redacted] for bringing her concerns to our attention as these matters are taken very seriously. Sincerely [redacted] 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 claimThank you for the opportunity to review and respond Our records indicate on June 13, 2017, [redacted] reported her air conditioner is not coolingOn June 21, 2017, the independent contractor, [redacted] was dispatched to the property and reported the evaporator coil is leaking refrigerant [redacted] was authorized to replace the coilThe coil was ordered with an ETA of July 5, due to the holidayOn July 7, 2017, [redacted] was left a voice message as to the statusThe representative refunded [redacted] her $service feeOn July 11, 2017, the representative followed up with [redacted] as to what the delay isShe was told the coil that was ordered was too wide and too tall [redacted] was to call back with the specific specificationsShortly afterward, [redacted] called in the correct spec’sThe coil they needed could only be a ship to the contractors shop orderIn order to prevent further delay, [redacted] was authorized to supply the coilThe representative confirmed the coil was installed on July 12, HBRWC takes pride as a Warranty companyHBRWC was established in and have covered over million new and pre-owned homesHBRWC apologizes in advance if a representative in the escalations division did not respond to [redacted] We strive to provide superior home warranty protection and customer serviceWe will have her concerns reviewed and addressed internallyIn [redacted] ’s desired settlement, in additions to the reimbursement of her service fee, she is requesting a full refund of the yearly premium if the coil was not installed on July 11, We regret that we would not be able to refund the full amount of her AgreementThe only way an Agreement is refunded is through cancellation of the Agreement as stated in section H of the Terms & Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claim Our records indicate that on October 26, 2015, Mr [redacted] placed a claim on his furnace stating that it was not blowing warm airOn October 30, the independent service contractor [redacted] & A/C reported that the gas valve was stuck shut and there were multiple cracks on the heat exchanger that were approximately 3-4" in length with rust present in the surrounding areas It was determined that Mr [redacted] 's furnace claim was not eligible for coverage pursuant to section of his Agreement which states, "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period." Heat exchanger cracks only develop and grow when the heat is in useThey do not occur or begin during the air conditioning seasonHBRWC reviewed the average temperature in Mr [redacted] 's area and found that temperatures through the month of October had high temperatures ranging from 75-F and low temperatures ranging from 46-F, with the exception of two days when the temperature was in the high 50'sAs such, the furnace would not have been in use enough for these multiple cracks to develop On October 30, HBRWC offered to review Mr [redacted] 's home inspection and requested that he submit that to our companyTo date, this document has not been receivedIf Mr [redacted] 's home inspection verifies that the inspector performed a visual inspection of the heat exchanger, then HBRWC [redacted] agree to overturn the denialIf, however, the home inspector did not visually inspect the heat exchanger or the inspection suggests a licensed contractor perform further evaluations, the claim [redacted] remain deniedMr [redacted] may submit the complete home inspection to [redacted] @2-10.comHBRWC also agrees to evaluate the report from the gas company should Mr [redacted] believe that [redacted] provide additional information or be of benefit We apologize that we are not able to be of further assistance at this timeCurrently, Mr [redacted] 's claim is not eligible for coverage per the independent diagnosis of a qualified service professional [redacted] & A/C's report was not altered in any wayHBRWC does agree to review the matter further upon receipt of the requested documents Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, the heater was used after the inspection and prior to its malfunctionYour analysis of mean temperatures for the month of October is invalid as there are many fluctuations in temperature, as well as in the comfort of the occupantsSecond, [redacted] and [redacted] upon initial denial of claim argued the point, contending that it was very likely the cracks developed recently and were not "pre-existing"Finally, I have requested a copy of the inspection report from [redacted] but have not received it as of this postingI [redacted] forward upon receipt Final Business Response / [redacted] (4000, 9, 2015/12/17) */ The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Mr [redacted] We would refer him to our previous response in which we advised why his claim is not eligible for coverageWe apologize we are not able to be of further assistance with this matter until such a time as Mr [redacted] submits a copy of the report from [redacted] Sincerely, [redacted] 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] Limited Home service Agreement (“Agreement”) that became effective August 14, and applicable refrigerator claim that was placed June 1, Thank you for the opportunity to review and respond Our records indicate on April 22, 2016, [redacted] reported the water dispenser does not workIndependent service contractor, [redacted] was sent the dispatched [redacted] reported they were a no showAnother independent service contractor was dispatched to the home and reported the dispenser side is out because it needs hvalve replacedThe contactor was authorized to replace the valveShe is requesting compensation for her lossIf [redacted] would please reference her agreement under the Terms & Conditions, B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” [redacted] has decided to cancel her Agreement with HBRWCThe Agreement would be canceled as stated in section F of his Agreement, which states: “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s).” We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement We appreciate [redacted] for bringing this to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closed as her warranty is now canceled 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 [redacted] , and find that this resolution is unfortunately satisfactory to meYes the appointment is set now after weeks of calling for August 31stHowever I AM NOT AND NEVER HAVE BEEN OUT OF TOWN as 2-claims! Don't try to blame the customer when your service sucks 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 claim. Thank you for the opportunity to... review and respond. Our records indicate on June 21, 2016, [redacted] reported his microwave is not working. Independent service contractor, 3 Boys Appliance Repair was dispatched to the home and reported on July 8, 2016 that the control board and control panel have shorted out preventing the unit from getting the correct voltage. [redacted] was offered a comparable replacement or replacement buyout. He accepted the replacement microwave. The microwave was ordered. There was some scheduling conflicts that delayed the installation of the microwave. Normally the delivery company would also install the microwave. However this delivery company did not and a contractor had to be located to install. There was a contractor found that could accommodate [redacted] ’s schedule. The contractor has reported the microwave has been installed. HBRWC would like to apologize for any inconvenience [redacted] may have experienced. We value his business and we look forward to serving his future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

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. Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Dr [redacted] Thank you for the opportunity to review further The pedestals is not part of the washing machineThe pedestal has their own model number Dr [redacted] ’s [redacted] washer, model number [redacted] does not have a built in pedestalFurther, pedestals are not eligibleIf Dr [redacted] would please refer to his AgreementThe first sentence of the Terms & Conditions states; “To make our Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything.” Then right under this clause is states; “We provide service for covered systems and/or appliances: are specified as “included” on pages 3, and of this Service AgreementIf a system or item is not specified as “included” then it is not eligible for service;” Washers are identified on page of the Agreement and pedestals are not listedThis means the optional pedestals are not a covered item In addition, as stated in the Terms & Conditions; B-When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or colorWe are not responsible for matching any feature of an existing system or appliance that does not contribute to the primary function of that system or appliance.” As shown on the website, there is an optional pedestal for the [redacted] washer that Dr [redacted] acceptedThe model number listed for the pedestal is [redacted] This would be an out of pocket expense for Dr [redacted] as the pedestal is not a covered itemDr [redacted] has been refunded his service fee Dr [redacted] has alleged that the contractor had broken the pedestal which the contractor has denied responsibilityAll alleged property damage claims are sent to the contractor relations department for review with the contractorTo 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-HBWIf Dr [redacted] feels that the independent contractor caused damage to his pedestal, his dispute is with the independent contractor and not 2-HBWThis is one of the reason we make sure all of the independent service contractors we contract with on pricing are licensed and insuredThis is explained in section B-of the Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We regret that we cannot be of further assistance in this regard2-HBW has honored their obligations as specified in the Terms & Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Re: Revdex.com Case #: Consumer: [redacted] *** Business: 2-Home Buyers Warranty HBW File No.: GA367739-01/2-Home Buyers Warranty (“2-HBW”) is the administrator of the 2-New Home Warranty Program However, the warranty itself is the builder’s warranty, and the builder is primarily responsible for making warranted repairs As the administrator, HBW handles the intake of service requests from the consumer and works with the builder and the consumer to administer the warranty terms and to coordinate warranted repairs This process sometimes involves coordination with subcontractors and others, who may actually be responsible for completing the repair workThe warranty in question is a one year workmanship warranty with an effective date of December 12, to December 12, The consumer filed separate service requests with HBW for warranty work within the applicable warranty term On each occasion, HBW responded to the consumer’s service request with a written response via e-mail within one business day of receipt of the service requestHBW also immediately informed the builder of the actions required of the builder to make repairs using the Construction Performance Standards outlined in the warranty bookletHBW is available to assist the consumer and the builder with the warranty process, but the builder has the responsibility to work with the consumer to actually schedule and complete the work Our records indicate we were notified by the builder that all repairs have been completed to the consumer’s homeWe have received the attached signed off items from the builder in response to the consumer’s fileThe warranty also offers arbitration as an alternative method to resolve disputes under the builder’s warrantyIf your consumer disagrees with the builder’s position, the consumer may contact our office and request to file arbitration pursuant to the terms of the warrantyWe apologize for any inconvenience the consumer may have experiencedWe do appreciate Mr [redacted] bringing this matter to our attentionSincerely, 2-Home Buyers Warranty

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 June 26, 2016, [redacted] reported she heard a loud pop sound and smoke and steam come from the unitIndependent service contractors, A-Indoor Comfort Systems and Professional Heating & Cooling found the condensing coil leakingThe technicians recommended replacing the coil or the condensing unitIt is not noted that they recommended system replacement onlyWe do apologize if the contractors did states this to herIf [redacted] would please refer to section B-of the Terms and Conditions state “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” HBRWC does take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours We were going to move forward with replacing just the condensing coil since that was the only failure and the part was available at the factoryThen shortly afterward we were notified the coil was on backorder for daysWe could not expect [redacted] to be without air conditioning this longThe decision was to replace her entire air conditioning systemA representative called [redacted] and offered to replace her system or take a replacement buyout [redacted] decided to take the replacement buyout so she could use he own contractor First HBRWC apologizes to [redacted] for any experience she has had concerning her hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call center We are also in the process of reviewing her concerns about the individuals she has in her complaintThis is being addressed 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 customersWe value her business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ The Office of the President at [redacted] ("HBW") has received the complaint submitted by Mrs [redacted] under case XXXXXXXXThank you for the opportunity to review and respond On September 2, at 3:10pm MST *** received payment for the Service Agreement, and at 3:53pm MST we received a call asking to add coverage for an additional refrigeratorThe coverage was added and it does start once payment is received, however, per Section of the service agreement items are eligible that "are in place and in good and safe working order with no pre-existing defects at the beginning of the service period..." Our records indicate that a claim was filed at 4:01pm on the same day (minutes after the coverage started), and dispatched to an independent Service Provider, [redacted] We received a diagnosis on September 4, from [redacted] informing us that the control board failed We do regret that we are not able to provide coverage for Mrs***, however, we have honored her request to reimburse the full amount of the service agreement per Section E"MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the beginning of the service period, you may request cancellation in writing, and we will return the full purchase price to the party purchasing the Agreement." We thank you for your understanding concerning this matter, and we thank Mrs [redacted] for bringing these concerns to our attention Sincerely, [redacted] Office of the President [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) A full refund for all costs incurred was not refunded to meThe refund amount was minus $for the service contract feeI was told by two different representatives that from the moment of payment over the phone, my policy would take effect and would allow me to make claims immediatelyWhat the company allows representatives to state over the phone and what they are actually willing to do, were contradictory2-Home Warranty set up the service appt, told me I would be covered at 100% minus my service fee, and the issue would get resolved quicklyI followed instructions given to my by the company, paid my service fee and then was told the next day that they would not cover me because they felt the condition was pre-existingI was told to get a second opinion on my own dime and submit that to 2-Home Warranty for disputeI called out a second service repair company and they told me that they could neither prove nor disprove the inoperable item was pre-existing2-Home Warranty then stated they were not going to cover the item because it was claimed on the same day, even though the item failed AFTER I placed the call to order their service and was told I would IMMEDIATELY be covered upon paymentThe company took my trade service fee, already having told me I would be covered, already knowing I had just purchased a new contract and then immediately denied me based off the time frame (which they were aware of when I called in), regardless of what the service professional said the issue was This is NOT a full refund as they told me I wold receive Final Business Response / [redacted] (4000, 9, 2015/11/13) */ The Office of the President is in receipt of the rebuttal submitted by Ms***Thank you for the opportunity to review further Our records indicate that the total that Ms [redacted] paid for her Limited Home Service Agreement ("Agreement") was $made in two installments on September 3, When Ms [redacted] cancelled her Agreement, a reimbursement for that $total was processedSection F states that when a customer cancels within days they receive reimbursement for the purchasing price of the Agreement Ms [redacted] will not receive reimbursement for her service feePer the terms and conditions of her Limited Home Service Agreement, page states that, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call." This is owed to the service contractor regardless of whether a claim is eligible or not and will not be refundedSection F does not state she will receive a full refund of everything that she has paid, only that she will be refunded to purchasing price of the Agreement In our previous response we advised why Ms***'s claim was deniedMs [redacted] placed a claim within minutes of her Service AgreementThe failure that occurred to Ms***'s Agreement would not have occurred within that minute time span, and as such is not eligible pursuant to section of her Agreement We apologize that we are not able to be of further assistance with this matterWe have verified that Ms***'s refrigerator claim was not eligible for coverage and also that she received the correct reimbursement total Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Our records indicate on April 22, 2016, [redacted] reported the air conditioner is not blowing cold air. Independent service contractor, [redacted] was dispatched to the home to evaluate the air conditioner. [redacted] and [redacted] were not able to get a hold of [redacted] . We only received a voice mail. We offered [redacted] to contact her own out of network contactor if she did not want to wait any further. She was explained the out of network contractor process. Her out of network contractor called in and it was found his costs were somewhat higher than our in network contractor. When all said, [redacted] spoke to a supervisor and she agreed to a repair buyout as well as a concession to help compensate the cost her contractor is charging. We apologize to [redacted] for the negative experience she has had concerning the delay of her air conditioning claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. All of the contractors that are utilized by [redacted] are independently owned and operated. We acknowledge the delay that occurred by the in-network contractor was preventable and we are having this matter internally investigated so we may make corrections and continue to improve our service. We would like to thank her for bringing her concerns to our attention as we do take these matters seriously. 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 rebuttal submitted by [redacted] ***Thank you for the opportunity to review further There was a call placed to the contractorThey believe it was the delivery company that damaged the panel on the package unitThe contractor has contacted Lennox to get the part #’s for the panels and they have submitted the information to HBRWC for orderingThe panels were ordered today July, 14, I would like to point out to [redacted] that there are times when parts have to come directly from the factory which can delay the parts arrivalPursuant to the Agreement in section B-of the Terms & Conditions, “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.” This response is being submitted now, due to the required response time limit of the Revdex.com 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 claimThank you for the opportunity to review and respond Our records indicate on June 11, 2017, [redacted] reported her ac was not blowing cold airThe first independent contractor told HBRWC verbally after receiving the dispatch that they could serviceThe contractor did not keep the appointment and was sent to our contractor relations department to be addressThe independent contractor, [redacted] was dispatched to the property and reported the compressor has seized upThe contractor was authorized to replace the compressor and the compressor was ordered to be shipped to [redacted] ***’s shop with an ETA of June 27, On July 5, 2017, [redacted] called in requesting status of the compressorShe spoke to [redacted] and they advised her they have not received itThe representative emailed purchasing to track the compressorPurchasing contacted the supplier, [redacted] and was told that the first compressor in transfer was damaged and the new one just shippedWe acknowledge the first contractor delayed the claim by accepting the dispatch then they were a no show [redacted] knew the ETA of the compressor was June 27, 2017, yet when they did not receive the compressor, they did not notify usOtherwise we assume the compressor had been installedThe damage compressor is also something that is out of our controlA represented of this department contacted [redacted] and they advised the work is complete We do empathize how frustrating it can be without air conditioning and hope [redacted] understands that there are some things that are out of our controlWe have no control over the independent contractor’s actions and we have no control over the damaged compressorThis is explained in the Agreement in the Terms & Conditions B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” However, we will do everything possible to expedite the repair HBRWC apologizes for any inconvenience and delay of [redacted] claimHBRWC is committed to providing superior home warranty protection and customer service Her customer service concerns enables us to make corrections and continue to improve our serviceWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: HBRWC does select the facts of the case that are most convenient to prove the contract obligations have been fulfilled, without admitting the real reason I had to use an out of network contract was the lack of response of the in network contractorsWe have reached a point where my notes and word are invalidated by the customer service representative dishonest notes Consequently, unless I receive additional reimbursement, I am going to explore next steps, and reach out to the media to educate the public on the way the 2-customer service operates, the incentives they have to make notes that disregard the truth and favor the company, the fact that there is no actual timeline on when a repair/replacement needs to be completed and the company can string its customer along for as long as it takes to find the least expensive solution Sincerely, [redacted]

I would like the Revdex.com to help get this repair completedThat is why I got the service from the beginning for when something breaks I will have a peace of mindAll I have had is headaches and the brush off from all those involved The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) 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 September 13, 2017, [redacted] reported her oven is not heating up to the correct temperatureThe independent contractor, [redacted] was dispatched to the property and reported the electronic control failed [redacted] was authorized to complete the repairThe part was ordered with an ETA of 9/28/ [redacted] called to advise [redacted] was a no showThere were numerous attempts to get a hold of the contractor, voice messages were left and emails sent [redacted] was non responsiveThe contractor was sent to our contractor relations department to investigate and addressThere are instances where an independent contractor will be non-responsive or abandoned a claim mid-streamLabor issues like this are out of our controlPer the Agreement under the Terms & Conditions B-9; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” Even though 2-HBW cannot control an independent contractors actionsWe will do everything possible to expedite the service/repairIn this case a different independent contractor was dispatchedUnfortunately this does start the process over On October 16, 2017, the independent contractor, [redacted] accepted the dispatch and scheduled an appointment with [redacted] for October 24, [redacted] reported the stove got up to temperature but it does not holdNeed to replace the temperature sensor and the main control, as it does not show the correct numbers on the screen [redacted] reports the parts have been orderedThey have not received an ETA but anticipate the parts should be in within the next few business days 2-HBW apologizes for the abandonment of the independent contractor, [redacted] causing this delayFor this her service fee has been reimbursedIt will take approximately to business days to receive the checkWe value [redacted] ***’s business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

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 Our records indicate the exhaust fan is actually an over the range vent hoodThere is no Brand or model number on the vent hoodParts research would not be able to order parts without this informationIf Mr [redacted] was told parts were ordered, the representative was in error as you cannot order parts without a Brand and model numberOn September we did ask Mr [redacted] for pictures and measurements of the vent hoodWe did receive close up pictures of the vent hood from Mr [redacted] but not the measurementsOn December 11, parts research called the [redacted] residence and received their voice mailThe representative left a message requesting clear pictures of the unit as a whole and of the measurements of the unit from left to rightParts research is still waiting for this informationIt is not 2-HBW fault the Mr [redacted] ’s vent hood did not have the model number as this is what has delayed the claimMr [redacted] can call claims management at 1-800-482-and reference work order [redacted] if he has any further questions on what is needed, email address, etc Concerning Mr [redacted] ’s air conditioner claimThe independent contractor, [redacted] ordered the wrong evaporator coilThe correct coil was ordered with an ETA of 9/27/On October 9, [redacted] *** advised that he has gone to the supply house and the part was not therePurchasing contacted the supplier and they told the 2-representative it was ready for pick up [redacted] *** was notified the coil was ready for pickup in order to complete repairs It was not until December 8, when Mrs [redacted] called in requesting status as to the contractor had never come back to complete the jobThe 2-representative contacted [redacted] and he advise it was only degrees to do repairs on the air conditionerThen [redacted] was being non responsive2-HBW was not aware the [redacted] had still not completed the repairsAfter this notice was received, 2-HBW found it best to dispatch a different contractor as 2-HBW feels [redacted] is not doing their due diligence in getting the repairs completedThe new independent contractor, [redacted] [redacted] has been dispatched under work order [redacted] [redacted] has tried both phone numbers to reach the customer and he did leave a voice message to scheduleWe request Mr [redacted] call [redacted] s back in order to diagnose and complete the workIf Mr [redacted] decides he does not want the work completed, he can request a cash buyout We do require all of the independent contractors is to provide our customer’s fast, reliable, professional service and anything less is unacceptableWe acknowledge that some of the delay that occurred on the air conditioning was preventable by [redacted] and we will have this matter investigated further internallyAll of the contractors that are utilized by 2-HBW are independently owned and operated and not employees of 2-HBWThere are instances where an independent contractor will be non-responsive, will delay getting back to us or will drop a claimIssues like this are out of our controlThis is located in the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” We will promptly do everything possible to expedite the service/repair with the new contractor, [redacted] We regret we will not be refunding the service fees as the service fees are paid directly to the independent contractors for their travel and diagnostic timeThe service fees are kept by the contractor and not transferred to 2-HBW2-HBW apologizes for the inconvenience and delaysWe look forward to hearing from Mr [redacted] soon 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 inquiry submitted under case [redacted] by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate Mr [redacted] filed separate claimsA faucet claim, a toilet claim and a bathtub whirlpool motor claimOn February 1, 2018, the independent contractor Peter Klein Plumbing reported that there is a likely issue with the whirlpool motor or switch, however the technician was not sure as there was no access panel for a proper diagnosesThe tile would have to be removed for further evaluationMr [redacted] was explained that the Agreement is not responsible for removing the tile to make the accessHe understood this was his responsibility and he advised he would discuss this with the contractorSince the access portion of the claim is not eligible for coverage, it is Mr***’s responsibility to locate a contractor to remove the tileOnce the tile is removed, Mr [redacted] has the option of letting Peter Klein Plumbing complete the diagnosis or have his own contractor call in with a diagnostics On the morning of Monday, February 5, the independent contractor, Dockside Plumbing contacted 2-HBW and advised their appointment for the faucet and toilet claim was for February 5, between and but Mr [redacted] wanted to change the appointment for after However there technician was booked and they would have to rescheduleMr [redacted] found this unacceptable as he wanted immediate serviceApparently there was a misunderstanding on the time of scheduling2-HBW is not responsible for scheduling appointmentsThis must be done between the contractor and the customerAs stated in the Agreement under “How do I request service? Contact us at 2-10.com or 800.775.4736, hours a day, days a week to request serviceWe will assign an authorized, independent service contractor to handle your eligible repairsA service contractor will schedule a time during business hours to diagnose and repair your covered item”Mr [redacted] requested a different contractorDue to Mr***’s dissatisfaction, at his request, a representative sent a dispatch to a different independent contractor but they were non responsiveThere were no other contractors at that time to serviceThe guidelines for using a contractor out of our network were emailed to Mr*** Concerning contractor availability in Mr***’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 an authorized 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 Mr***’s desired settlement, he is requesting compensation for expenses that are not covered under the AgreementThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” With this said, we regret that we will not be offering any compensation as described in his desired settlement as we are not liable for such expensesMr [redacted] set up claims with the same tradeIn addition, Mr [redacted] would be responsible for only one service feeOur notes do not reflect that we would waive the one service fee We apologize to Mr [redacted] that he did not receive the quality service that he expected as 2-HBW is committed to providing superior home warranty protection and customer serviceWe would like to thank him for bringing this concern to our attention as we do take these matters seriouslyHis suggestions will be reviewed as this allows our company to serve our customers better 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 claim. Thank you for the opportunity to review and... respond. The invoices have been received. Our records indicate on June 20, 2016, [redacted] reported a concealed pipe leak. There is a $500 maximum dollar limit on concealed leaks as stated on page 5 of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: Concealed/concrete encased water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” The maximum dollar limit is less the $100 service fee as explained in the Terms & Conditions A.2.a. “If we elect payment, the amount will equal the lesser of: (iii) DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” $400 is being reimbursed to [redacted] . A claim was placed for a stoppage. The invoice is for $362.67. $56.75 of the invoice was for a pipe shield and not eligible for coverage. The eligible portion of the invoice is $305.92 less the $100 service fee. $205.92 being reimbursed to [redacted] . The checks were overnighted on August 29, 2016. A manager has emailed [redacted] and has not heard back from her. If [redacted] has any further questions or concerns, we encourage her to reply to the manager’s email. HBRWC would like to apologize for any inconvenience [redacted] may have experienced. We value her business and we 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: Complaint: [redacted] I am rejecting this response because:2-requires we use their contractors in order to have our service covered I would not have chosen [redacted] had I been given the choice, but if I wanted the warranty to cover most of the water heater replacement I had to use their contracted company Telling me that the flue is not covered under the warranty when the flue is a necessary component of the water heater replacement does not address the concern The concern is that 2-required I utilize a company they contract with, that company did faulty workmanship, and now 2-essentially washes their hands of the problem and informs me I have to deal with financial consequences of the faulty repair performed by the company they sent to our home They chose the contracted company, they require me to use the company, and now they tell me I have to deal with the financial repercussions of their decisions.Sincerely, [redacted] Sincerely, [redacted]