2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by *** *** We have located *** *** Limited Home Service Agreement (“Agreement”) and applicable claimThank you for the opportunity
to review and respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on December 7, 2015, *** *** reported “on line”, her water heater was leaking from the bottomThe independent service contractor, *** Plumbing Inc(“Poillucci”) was dispatched to the property to evaluate the claim furtherOn December 9, 2015, *** reported the pressure relief valve on the water heater had failed and recommended the addition of an expansion tank (this assists in relieving pressure from the water heater)*** was authorized to replace the pressure relief valveThe expansion tank is not eligible for coverage which State in the Terms & Conditions “Are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service” The expansion tank is not listed in the Plumbing trade sectionOn the same date, December 9, 2015, our records show *** *** refused to use *** due to she had her own plumber diagnose the issue and she preferred to use her own plumberThe guidelines for using an out of network service contractor was emailed to herIt was not until December 29, 2015, when *** *** contacted HBRWC to discuss her dissatisfaction with PoillucciShe was explained that we could recall *** back to the home, she could use her own contractor or she could use another one of our independent contractors*** *** declined believing that there may be another service fee of $due if a different failure is foundHBRWC will not charge another service fee regardless of the outcomeFirst off, HBRWC apologizes to *** *** for any experience she had in speaking with one of our representatives that was not professional. We strive to provide a reliable and positive experience to all our customers and anything less is not acceptableWe thank *** *** for bringing this to our attention and we will investigate the matter internally so we may make corrections and continue to improve our customer serviceWe also acknowledge her statements regarding *** professionalismHBRWC strives to have all of the service providers 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. We will have *** ***s concerns against *** reviewed and addressed internally due to the dissatisfaction that she reportedThe Office of the President has called out to *** *** and received her voice mailThere was a message left which also provided a direct contactWe thank *** *** for bringing her concerns to our attention as these matters are taken very seriously. HBRWC values *** ***’s business and looks forward to hearing from her soon, so we can come to an agreeable outcomeSincerely, *** *** 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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on June 18, 2017, *** *** reported his dryer is not turning onThe independent contractor, *** *** was dispatched and reported online the motor, pulley and interlock switch had failed and the contractor ordered the parts and completed the repairsOn June 29, 2017, *** *** called in as he was upset because when ***’s was fixing the dryer, the technician broke a part in it and now he needs to come back and fix the part that he broke***’s ordered additional parts for the dryer online but did not schedule with *** *** in a timely manner after receiving the parts***’s was sent to our contractor relations department to address this issue as well as the allegations of the broken part***’s has reported online, that the work has been completed
All of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCThere are some things that are out of our controlWe had no control over the ***’s breaking a part, then not making the repair in a timely mannerThis 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.” Even though we are not responsible for an independent contractors actions, we will do everything possible to make sure repairs are expedited
We do apologize for any frustration or inconvenience that *** *** has experiencedDue to ***’s performance, his service fee has been reimbursedIt will take approximately to business days to receive the checkWe ask *** ***, if he has the same issue with the dryer, to contact us as the same repairs are guaranteed for the full term of the AgreementWe value *** ***’s 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 rebuttal submitted by Mr***. Thank you for the opportunity to review further
We do apologize for the mix-upThe check was sent to the property address that the warranty has on file for coverageMr*** has a different address where he receives his mailThis is also in Mr***’s fileThe representative in the accounting department did not catch thisOn October 20, 2016, Mr*** called in to the accounting departmentIt was found at this time that the check was mailed to the incorrect addressA stop payment has been placed on that check and a new check has been reissued to Mr***’s correspondence addressWe do ask Mr*** to wait approximately business days to receive the reissued check
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 *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable water heater claimThank you for the
opportunity to review and respond Our records indicate on June 29, 2016, *** *** reported his water heater was leakingIndependent service contractor, Handi-Man Concepts was dispatched to the home and found the water heater was leaking and needs to be replacedThe contractors was authorized to replace the water heater and the water heater was orderedThere were some out of pocket costs associated with the replacement of the water heater that the Agreement does not cover $- water lines for the expansion tank need to be modified$- drain pan is cracked and needs to be replaced $ - drain line is not properly hooked up and needs to be redone$ - haul away and disposal of the old water heater The lines of the expansion tank and the drain pan are not eligible pursuant the Agreement under the Terms & Conditions “We provide service for covered systems and/or appliances that: are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service” these items are not listed in the AgreementThe drain line is not eligible because of improper installation B-*** *** did not purchase the disposal option and therefore an out of pocket cost A representative of this department contacted the contractor and it was found that there was no need to replace the drain panIt was asked why they charged the customer for this itemThey stated that there were electrical modifications that were required that are not covered under the agreement and it was the same cost as the drain panHBRWC finds this unacceptable and this information was passed along to our contractor relations department to investigate and address the contractor*** *** has been notified he will be reimbursed for the drain panHe has a direct email where we have requested he send in the paid invoice for reimbursement of the drain pan 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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on April 20, 2017, *** *** reported his heat pump was not blowing cold airThe independent contractor, *** *** *** *** was dispatched to the property to evaluate the heat pump furtherOn April 26, 2017, they reported there are multiple leaks in the evaporator coil and cannot be repairedThe evaporator coil is located inside an air handlerThis evaporator coil is an Original Equipment Manufacturer (OEM) part. This means that the identical evaporator coil has to be ordered for *** ***’s air handler, as a universal evaporator coil would not be compatibleThe supply research team found that there is a 3-week factory back order on the coilDue to the backorder, we decided to move forward with replacing the air handler and the air handler was orderedIt is now between *** *** and the contractor to schedule for install
We do apologize for any inconvenience that *** *** may have experienced during the claims handling process. Apparently *** *** was not informed that the coil was on factory backorder so we decided to replace the air handlerWe value *** ***’s 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 rebuttal submitted by Ms***. Thank you for the opportunity to review further
Our notes indicate that Ms*** advised that she had her own independent contractor evaluate her air conditioner but we have not heard from her contractorA representative from this department contacted Ms*** and discussed her air conditioner claimMs*** has some very valid points and it was agreed HBRWC would dispatch a second opinionHer contractor had a family emergency, but she may still have her contractor evaluate her air conditionerA second opinion was located and dispatched
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 *** 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 on December 3, 2017, Mr*** reported his water heater is leaking at the bottomConcerning contractor availability in Mr***’s service area for his water heaterWe 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.” Mr*** was sent the guidelines for using a contractor out of our networkThe guidelines explains the steps for the customer to receive reimbursementContractors out of our network always prefer the customer pays them rather than wait for reimbursement from a warranty company
Mr*** contractor called in on December 4, and he was approved to replace the water heater less Mr***’s service feeWe have checked with accounting and they have not received the paid invoiceWe ask Mr*** to email the invoice to [email protected] work order number *** and the approval code ***If he has any further questions on the payment, he can call accounting directly at 1-866-231-
We regret we will not be reimbursing Mr***’s service feeThe service fees are paid directly to the independent contractor for their travel and diagnostic timeAs stated in the Agreement under Who pays what? “The Buyer/Seller is obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service request.”
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 *** ***. Thank you for the opportunity to review further
We would refer *** *** to our previous response in which we indicated the claim was denied for misuse and hail damage and not due to wear and tearPer the Agreement, under the Terms & Conditions B-8.” There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse, storms, acts of God” This claim remains denied and was not overturnedThe gesture of goodwill to *** *** was strictly just a gesture because we understood his circumstance
We cannot be of further assistance in this regardAs specified in our previous response, HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementThe rebuttal provides no additional informationWe respectfully request the Revdex.com to consider this matter closed
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 *** by *** ***We have located Harrel’s Limited Home service Agreement (“Agreement”) that became effective April 26, and applicable plumbing claim that
was placed May 22, Thank you for the opportunity to review and respond Our records indicate on May 22, 2016, the Harrel’s reported water is coming up through the floor, drain pipe in wall between kitchen and bathroom is cracked and leaking, Independent service contractor, RK Plumbing was dispatched to the home and found the that the drain pipe in the hall bath drain that goes through the wall and into the concrete slab was crackedThe split was at least 10” longThe customer was notified that this crack had pre-dated the April 26, warranty effective date and not eligible for coverageThe customer was adamant that the home inspection does not show this on the report A second independent contractor, TAZ Plumbing was dispatched and found the same thing and also reported staining*** *** was explained that this is still not eligible for coverageHer home inspection was discussed and we requested a copy of the home inspection from her for possible consideration of overturning the denial After receiving this notice from the Revdex.comThe claim was reviewed and it was found the home inspection was never receivedA representative of this department called and spoke with *** ***He forward the home inspection to a direct contactThe home inspection was reviewedIt was dated March 5, and at that time, there were no indications of a leak or signs of stainingThe claim was overturnedA call was placed and a voice message left to the Harrel’s residenceAn email sent to advise *** *** that the decision has been reversed due to the issue was an undetectable pre-existing issue HBRWC would like to apologize for any inconvenience the Harrel’s may have experienced. We value their business and look forward to hearing from them soon 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 Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on December 22, 2016, a water heater claim was reported online as “unit leaking from the bottom”The conversation between the representative and the customer is not notedWe can only assume this conversation took placeWhen a customer requests using their own contractor, there are guidelines that are emailed to the customer that must be followedThese guidelines require the out of network contractor to give a diagnostics and pricing prior to repairs being madeSince the conversation was not noted, the guidelines were not emailedHowever, this is also located in the Agreement under the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” The invoice from Mrs***’s contractor was reviewed and her contractors cost was reasonableAs a settlement, we have agreed to reimburse her for the water heater replacement
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 *** by Mrs**We have located Mrs**’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond
Our records indicate on January 4, 2018, Mrs** reported her furnace is only heating the upstairsThe independent contractor, *** *** *** was dispatched and reported a wire between the furnace and t-stat shorted and the damper for the zone control system has shortedThe technician repaired the wire, however dampers for zone control systems are excluded from coverageThis is located in the Agreement under Heating, “EXCLUDED: *… all components of zone controlled and energy management systems”The representative called the ** residence but was not able to leave a voice message as the mail box was fullOn January 16, a Mr*** called in and advised the t-stat is not powering on*** *** *** refused to go back outThe independent contractor, * * * *** was dispatched and reported “The control board has failed as its receiving volts from the transformer but not signaling the thermostat to call for heatOn the second visit, the technician installed a new control board and the furnace began to operate properlyHe checked the downstairs air flow and there was no air going downstairsHe checked the damper that controlled the downstairs air flow and found that it was closedHe opened the damper and tightened the nut that holds the damper in position and now there is air flowing to the downstairs of the residence
When the contractor left the residence, the furnace was working like it shouldMrs** was advised we cannot provide coverage until a covered portion of the furnace has failedIt was reiterated that she would have to go on her own and get the damper zone control repaired as it is excluded from coverage
Mrs**’s complaint states she had her furnace replacedThis was without 2-HBW’s prior authorizationWe were not informed the furnace had failed againAs stated in the Agreement in bold, under Who pays what? “2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid.” Also under the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.”
Mrs** is requesting compensation for apartment rental 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 for the replacement furnace or the apartment rental expenses as we are not liable for such expensesWe do apologize that we cannot be of further assistance in this regard2-HBW has honored 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 ***, and find that this resolution is satisfactory to mehowever I would like to clarify and add additional information not included in the business's response. On 3/3/17, when speaking to the business, we requested to speak to a supervisor, we were told her name was *** (***) but she was speaking with another employee and would call us back when she was done several hours passed but we did not receive a returned call When following up on the same day, to inquire about ***'s call, we were told that she left the office for the weekend She did return our call but it was not until 3/7/at 9:am.Additionally we obtained the name of the contracted plumbing used by the business, *** *** in *** ** We called them on 3/3/while waiting for ***'s call We asked them if they received and were in possession of a work order for our address They (***) conformed they received the work order a few minutes ago but also confirmed they were also in possession of the same work order dating back to 2/18/ We asked if contact was attempted on the 18th and we were told no When asked if it was acceptable to have a work order this old, we were told that it was not We asked who the owner of the business was and was told his name was *** We asked to speak to him but was told he was not in the office We asked that he we called and told we called and would like to speak to him As of today, we never heard back from ***.It is our recommendation that the business modify their system of dispatching workorders to include a confirmation from their contracted providers to confirm with the business that customer contact was made and what the status is of the workorder Additionally, because this is not the first issue we have had getting workorder services provided in a reasonable time and because the business requires their prior approval for emergency repair however they do not have a 24/approval phone service, that they strongly consider modifying this requirement or providing 24/emergency out of network approvals.From reading other reviews about this company, we believe that considering our suggestions will have a striking positive effect with their customer experiences and over-all rating
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/02) */
The Office of the President at 2-Home Buyers Warranty of ***, Inc("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by *** *** We have located *** *** Limited Home service Agreement ("Agreement") and applicable
claimThank you for the opportunity to review and respond
We sincerely apologize for any frustration or inconvenience that *** ** may have experienced during the claim handling processOur records indicate on October 22, *** Ly reported his furnace was blowing cold air and not blowing hot airThe independent service contractor Mason's Heating & Cooling Incwas dispatched to the property to evaluate the claim furtherOn October 26, 2015, Mason's Heating & Cooling Increported that there were multiple cracks in the heat exchangerThese cracks were 2-inches long and rust was present in the cracksAdditionally, the rollout switch was open, indicating that a flame rollout had occurred as a result of these cracks
The claim was originally denied per the Terms and Conditions of the Agreement Section which states, "We provide service for covered systems and/or appliances which: are in place and in good and safe working order at the beginning of the service period."
*** *** warranty was in effect for a period of one monthHBWVA reviewed the average temperatures in the area for that month and found that the furnace would have seen minimal use within that time frameWe would also note that heat exchanger cracks only begin and grow when the heat is in use, and that this is a slow process that would take at minimum, several months of continuous heat use for multiple large cracks to form
With this said, on November 5, the claim was reviewed further and it was determined that coverage would be offered as a gesture of goodwill and not by any admission of liability(You used the word "overturned" twice in a row so I switched this to a positive statement to balance it.) On November 5, 2015, *** ** was made aware that the denial was overturned and we were moving forward by ordering and replacing the cracked heat exchangerHBW followed up with *** ** on November 23, and verified that repairs were completed and his furnace was operating correctly
HBWVA would again like to apologize for any inconvenience *** ** may have experiencedWe would like to thank MrLy for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs
Sincerely,
*** J***
Office of the President
2-Home Buyers Warranty of Virginia, Inc

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on June 5, 2017, the independent contractor, *** *** *** reported the blower motor and wheel failed due to a cotton like substance that is not supposed to be there which caused the failureThe claim was denied based on the Terms & Conditions of the Agreement; “B-There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse”
In April, *** *** did replace the ignition on the furnace but did not check the blower motorIt was on their second visit when they found the Cotton like substance in the motorA representative of this department contacted *** *** and discussed this matterIt is not clear where the cotton substance came from but we have decided to replace the motor and wheelHe advised he was having his own contractor come out*** ***’s Warranty is presently in pending statusIf *** *** decides to activate his Warranty, there will be consideration for the motor and wheel
HBRWC would like to apologize for the inconvenience *** *** may have experienced
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/21) */
The Office of the President at Homebuyer's Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We apologize for any frustration or inconvenience that Mr*** may have experienced during the claim handling processHBRWC strives to provide fast, professional service and anything less is unacceptableWe do record calls for quality assurance purposes, and will review Mr***'s concerns internally per his report of unprofessionalism on the part of the customer service representatives that he spoke with
Our records indicate that Mr*** first placed his claim on September 13, We regret that were not contractors available within our network of preferred service vendors able to service his areaHBRWC began researching a service contractor, however Mr*** was able to find a contractor who could service on September 16,
While HBRWC does make every attempt to minimize such situations, there are occasions when a customer will need to locate their own service providerThis is explained in section A-of the Agreement which states, "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 serviceYour service contractor must be licensed and insured."
HBRWC has the ability to remit payment to a contractor or we will reimburse the customer for the expense incurredThis is determined at the discretion of the service contractor at that propertyIn this instance, it was determined that HBRWC would need to reimburse Mr***
The service contractor Summer's Plumbing quoted a total of $to replace the water heaterThis $included any fees incurred as part of the diagnostic of the failureOf that $figure, there were three items that were not eligible for coverage: installing a ball valve, the water heater drain line, and disposal feesWhen these items were removed it brought the total to $for eligible repairs
Mr*** is correct that the $service fee was removed from the $figurePage of his Agreement states, "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 means that $service fee is deducted from the total cost of eligible repairsAs such, the $paid by HBRWC was the correct figureHowever, as a matter of compromise, HBRWC does agree to reimburse the $to Mr***He should receive a second check for $within the next 7-business days
We would like to thank Mr*** for bringing this to our attention as we do take his concerns seriouslyWe will review internally based on his feedback regarding the customer service he receivedAt this time we respectfully request the matter be considered closed as HBRWC will also be reimbursing the additional $per Mr***'s desired resolution
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the additional response submitted by *** ***t. Thank you for the opportunity to review and respondThere was a call placed to SearsThey were not able to tell us who called in to set up the consumer dispatch that caused the confusion of this claim but they did cancel itA representative of this department spoke with *** *** to discuss the misunderstandingUnder most circumstances, Sears must have a work order from HBRWC in order to accept our authorizationSears also always supplies all of their own parts*** *** said that the technician *** from Sears was willing to accept our authorization and have the part UPS due to all the confusion, but was told by a representative that without a work order we could not authorize ***HBRWC was not aware of this and would have authorized *** for the repairWe will have her concerns reviewed about the representative and addressed internally so we may make corrections and continue to improve our serviceAs a gesture of goodwill, we will reimburse *** ***s service fee as an apology for the misunderstanding causing further delay of the claimSears did go back to the home from the recall dispatch that HBRWC had sent when they realized what happenedThe Technician called in and stated when he went out to install the motor, he noticed that the gear case is locking up and would also need to be replacedHe feels this is what originally caused the motor to burn up*** *** was offered a comparable replacement or a replacement buyout*** *** accepted the replacement buyoutWe thank *** *** for bringing this additional information to our attentionWe look forward to servicing her future warranty needsSincerely, Office of the President Home Buyers Resale Warranty Corporation

Problem: Our Kitchenaid microwave (

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on October 27, 2017, Mrs*** reported all the toilets/drains are backing upMrs*** requested to use her own contractorThe guidelines for using a contractor out of our network were emailed to herThe accounting department received the service call invoice for $from Mrs***The contractor reset the GFI for power to Pump and High water AlarmAccounting refunded the service call less Mrs***’s $service fee and processed a check for $
On November 27, 2017, Mrs*** spoke to the representative *** and she advised ***, she was told that if she sent in the invoice for the replacement of the pump for the septic system we would reimburse her the full amount. *** advised Mrs*** that the conversation with the representative was not documented*** asked Mrs*** to send in the invoice for review to see if there is anything we could do for her
Number of the out of network guidelines that were emailed to Mrs*** clearly states:
4. The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made. 2-Home Buyers Warranty will not pay for any repairs that are made without its authorization
In Addition, in the Agreement, under the Terms & Conditions in Bold;
CObtaining Service
We will not pay for any services performed without our prior authorizationNotice of the problem must be received by us during the service period
Also;
DPayment of Claims
No claim forms are used, but we must give prior authorization of repairs or replacement before any work is performed
***, received the paid invoice and she called Mrs***’s contractor to acquire the diagnosticsThe technician reported the effluent pump has burned outThis is the pump from the septic tank out to the drain fieldsThe pump takes the waste from the septic tank out to the drain fieldThis is NOT the ejector pump from the house to the septic tankAs stated in the Terms & Conditions under SepticThe only items for a septic system that are eligible for coverage is listed below under Septic coverageElector/Effluent pumps from the tank to the field are not eligible as it is not listed as a covered item
“SEPTIC SYSTEM
Base Coverage:
• Ejector pump from house to septic tank
• Septic tank
• Line from house to septic tank”
This is a limited Service Agreement and does not cover everythingAt the beginning of the Terms & Conditions, A, which states; “…Subject to the limitations, terms and conditions, service applies only to the Eligible Equipment which: is specified as “covered” under Eligible EquipmentIf a system or item is not specified as “covered,” then it is not eligible for service”
If Mrs***’s contractor did call in prior to replacing the pump, we would have been made aware that the pump is simply something that is not covered under the Agreement and Mrs*** would have been contactedIf the pump would have been eligible (Ejector pump from house to septic tank), we would have been able to pay what we would have paid a network contractor, but that is not the caseRegardless, Mrs*** still needed to have the pump replaced even though it is at her expense
It is not possible to guarantee coverage until the complete diagnostics is received by a licensed technician. We apologize if Mrs*** was under the impression that coverage was promised in any wayWe regret that we cannot offer any payment as we are not liable for such expenses2-HBW has honored their obligations as specified in the terms and conditions of the Service Agreement.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the additional response submitted by *** *** ***. Thank you for the opportunity to review and respond.In *** *** ***’s initial complaint, his desired settlement was to complete the repair and fix the furnaceThe furnace has been repaired and it is workingAgain, we do apologize for any frustration or inconvenience that *** *** *** may have experienced during the claims handling process. We acknowledge his statement that the customer service he received was unprofessional. Our company strives to provide fast, reliable service and anything less is unacceptable. We thank *** *** *** for bringing this to our attention and we will investigate this matter internallySincerely *** *** Office of the President Home Buyers Resale Warranty Corporation Tell us why here