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2-10 Home Buyers Warranty

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Reviews Warranty Plans, Home Warranty Plans 2-10 Home Buyers Warranty

2-10 Home Buyers Warranty Reviews (1673)

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 August 29, 2016, *** *** reported a roof leakThere were no service contractors available in his areaA representative asked that he call a local contractor and request that they evaluate the leakThere are times when we do not have a network contractor to service an area or in a timely mannerThis is 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.”
*** *** has sent in an estimate of repair from his contractorThe estimate does not give us any information about the leakA phone call was placed to his contractor and a voice message was left to call back our authorizations divisionThis claim is also being followed up on by our outbound claims management teamA representative of this department has contacted *** *** and he will also be sure to get a hold of his contractor to make sure he gets a hold of us
HBRWC would like to apologize for any inconvenience *** *** 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

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Colleen KellyThank you for the opportunity to review further All of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCA stern criteria of the independent contractors we use is to provide our customers with fast, reliable and professional serviceWe will have *** ***’s concerns reviewed and addressed internally due to the dissatisfaction that he reported Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at 2-Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted by *** ***. We have located Ms***’s Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and
respondWe sincerely apologize for any frustration or inconvenience that may have occurred during the claim handling process. After review, we have verified that the claim for Ms***’s water heater was incorrectly denied on December 28, 2015. Since the previous Agreements were in another customer’s name, the representative who made the claim decision did not see that this property had continuous coverage prior to the ***’s purchase. We have addressed this internally with the representative in questionOn December 29, the denial was overturned and Ms*** was offered the option of proceeding with repairs through our independent service contractor or a check for $1,in lieu of repairs. Ms*** elected to accept the check for $which was processed and mailed on January 5, 2016. Mr*** may expect the check to arrive within the next week, if she has not received it alreadyHBRWC would like to thank Ms*** for bringing her concerns to our attention as we do take these matters seriouslyWe again apologize for the error that occurred and the inconvenience it caused. We look forward to serving any future warranty needs that she may haveSincerely, *** *** 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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) that went into effect December 29, and applicable claimThank
you for the opportunity to review and respond
The Agreement does cover broken or leaking pipes of the principal residence or the attached garage if the pipe had broken due to wear and tearThere are times where pipes may burst due to other reason, such as freezingUnfortunately, we are not able to determine the cause of failure as Mr*** already repaired the pipeOur records do not indicate a conversation took place on January 8, It is possible the representative did not notate thisOur records do indicate Mr*** called in on January 11, and advised that he had a pipe burst in his wall and he had to replace itThe representative advised this was without our approval and Mr***’s claim was not eligible for coverageAs listed in the Agreement in bold on page under Who pays what? “2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” Also under the Terms & Conditions A-“No claim forms are used, but we must pre-authorize service by an independent service contractorIf 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 serviceYour service contractor must be licensed and insured” Mr*** requested a copy of the Agreement which was sent to him and he also asked about the refund of his AgreementAs of today, January 17, 2018, 2-HBW has not yet received the funds for the Agreement from the title company
We are disappointed that he has decided to cancel his AgreementIf he is still considering cancelling his Agreement with 2-HBW, he may send a written request to [email protected] Agreement would be cancelled as stated in section H of his Agreement; assuming the funds are received prior to cancelation2-HBW would like to apologize for the inconvenience Mr*** may have experiencedWe regret, we are unable to reimburse any additional amount for the pipe repair as we are not liable for such expenses2-HBW 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

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 Mr*** Limited Home Service Agreement ("Agreement") and his applicable claimThank you for the opportunity to review
and respond
Our records indicate that on September 15, Mrs*** contacted HBRWC to accept a check that was offered to her for the replacement of her dishwasherThis was incorrectly offered, as HBRWC's original intention was to repair the dishwasherHowever, since the $was offered, it was determined that request would be honored
On December 10, HBRWC noted that due to a clerical error, the check for the $was not authorized due to a clerical errorWe sincerely apologize for this and have had this mistake addressed with the individual who did this incorrectly in SeptemberThe check was mailed to Mr*** on December 14, This process usually takes 7-business days, and while the holidays can delay this mailing longer than checks mailed during other times of year, Mr*** should be receiving the $very shortly
HBRWC would like to thank Mr*** for bringing his concerns to our attention as we do take these matters very seriouslyWe 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 Mrs***. A representative of this department has contacted the contractor’s insurance carrier and spoke with the agent, ***She explained they recently received this claim and she will call Mrs***She understands that HBRWC cannot make claim because we do not have an insurable interest in Mrs***’s home
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 claimThank you for the opportunity to review and
respond
Our records indicate on May 26, 2017, *** *** reported the cable broke, left side if looking at it and it’s stuck at a degree angle*** *** requested the claim be set up as an emergencyHBRWC does not consider garage door claims an emergencyThe representative did suggest he could contact the contractor but he would be responsible for any overage for additional afterhours/emergency feesOn May 30, 2017, the contractor reported; “broken cable, need to replace both cables”The contractor was authorized to replace the cables
Per the 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.” We regret that we will not be reimbursing overage charges to him and we would not refund all monies paid for the warranty to dateIf *** *** is still considering cancelling with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section F of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsYou may cancel this Service Agreement at any time and is non-cancelable by us (send your written request to us at [email protected])”“If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $processing fee.”
We 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

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by *** ***. Thank you for the opportunity to review further
We would refer *** *** to our previous response where on October 20, *** *** was dispatched but refused the dispatch as there was a conflict over the phone with the customerOur notes indicate *** ***’s contractor called in and reported he needed to go back to the home and attempt to clear the downstairs drain lineOn November 9, 2017, *** *** called in requesting the email address for reimbursementWe have yet to receive the original invoice through accountingOnce the second invoice comes in, it will be reviewed for eligibility
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Our records indicate on November 17, 2016, Mr*** reported the upper floors do not get very warm and the boiler system does not seem to have enough pressure to the upstairsThe independent contractor *** *** *** *** was dispatched to the home and reported the water reducing valve was
off and not set at the right setting*** *** was authorized to replace the valveOn November 28, 2016, Mr*** called and said he had his own contractor come outHis contractor reported the boiler is leaking, continuous drip to floor drainSteaming from getting too hotHad to adjust to make it safeWhen he asked how the leaking occurredThe technician stated “leaking happens over time”His contractor stated the present tank is an old gallon and it needs to be changed to a gallon, boiler drain, relief valve and an automatic water feeder and a new boilerMr*** was advised there was a $1,maximum on boilersThis is located in the Agreement on page under Heating “DOLLAR LIMITS PER SERVICE AGREEMENT: * Steam hot water heat or hydronic system - $1,500.”
On November 30, 2016, Mr*** decided to take the buyout of the remaining maximum of $1,This is a full and final settlementOn December 1, Mr*** called and feels *** *** broke his boiler systemIt was explained to him that if he feels that *** *** damaged his system that he would need to submit a claim with *** ***’s insurance companyLater that day, *** *** Heating reported that when they went to Mr***’s home to replace the valve, Mr*** would not let them in to replace itThey are stating if they had replaced it, they may have found other failures but they were not allowed to make the initial repair
This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns for homeownersIt does not provide financial restitution or replace responsibility of homeownershipThis is stated in the Agreement, under the Terms & Conditions, section B-which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
To be clear, all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCIf Mr*** feels that the independent service contractor, *** ***’s workmanship caused further damage to the boiler, his dispute is with *** *** and not HBRWCThis is one of the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured
We ask Mr*** to go directly to *** *** to rectify this issue or ask for their insurance information and make claim toward their insurance companyIf they are not cooperating, Mr*** can send us pictures and any other evidence showing *** *** is negligent to *** The information would be forwarded to our contractor relations departmentIf the pictures/evidence justify releasing *** ***’s insurance informationWe will give it to Mr***Since Mr*** feels *** *** is liable, he may also want to check with his home insurance companyMany home insurance companies will do their own investigation on behalf of their insured, if they determine there is liability, they would proceed with repairs and subrogate against the negligent party, *** ***
We regret that HBRWC will not be offering any further compensation to Mr*** as were not liable for such expensesThe claim maximum has been reachedHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service 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 *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
We are a warranty companyIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsWe would not replace a refrigerator when a contractor reports it can be fixed with only a few component’s being replacedIn this case, the contractor requested the refrigerator water tank, drain tube assembly and drain clipThese were all minor parts but required researchThe parts were forwarded to our parts research team in June to locate and order the parts, but this was never doneOn August 17, 2017, when *** *** called in for status, the representative realized thisA comparable replacement offer or a cash buyout was offeredThe next day, *** *** accepted the comparable refrigeratorThe order was placed through ***Per ***, the ETA was 8/30/The refrigerator did not arrive as scheduledOn September 5, 2017, purchasing checked *** and found the refrigerator is on backorderPurchasing called the *** residence to explain the back order and offered a different refrigerator*** *** called back in and preferred to wait for the refrigerator that has already been orderedPer *** website, the ETA time frame is between 8/30/and 9/15/
We acknowledge the delay that occurred with our parts research team was an internal mistake, it was preventable and we apologize for thisWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short. We do hope, *** *** understands that there are some things that are out of our controlWe have no control over the *** backorderThis 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.” If for some reason, *** pushes the backorder, back further and *** *** decides to take the cash buyout, it would be the cost we pay for the refrigerator and not retail
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 notes indicate *** *** had requested his own contractor but *** *** states he was told we had no contractors available at the time of serviceWe are understanding of *** *** situation and have decided to refund him his contractors invoiced amount less the code violations that his contractor had also correctedThe code violation option was not purchased and not eligible for coverageA representative has called him and left a voice message to please call back if this is acceptable
HBRWC would like to apologize for any inconvenience *** *** may have experienced. We value his 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 (“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 February 6, 2018, Mrs*** reported the washer is leaking from the bottomThe independent contractor, *** *** reported the inner tub is leakingThe technician told the representative that they do not replace tubs and requested we assign this to another contractor. *** *** did not tell us the washer was unrepairable2-HBW was able to locate the independent contractor, *** *** *** who reported the outer tub needs to be replaced along with the suspensionThe technician recommended replacement of the washerThe option of a comparable replacement washer or the equivalent cash buyout was offered to Mr***Mr*** accepted the cash buyout
We do apologize for any frustration or inconvenience that Mr*** may have experienced during the claims handling process.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/07) */
The Office of the President at Home Buyers Warranty Corporation VI ("HBWVI") is in receipt of the inquiry submitted under case number XXXXXXXX by *** ***Thank you for the opportunity to review and respond
The property that Mrs
*** is referring to is at *** *** *** *** in Edgewater, FloridaOur records indicate that HBWVI informed Mrs*** multiple times in August that we required an invoice from the contractor who made repairs in order to review for possible reimbursementAdditionally, HBWVI called her contractor on August 27, to reiterate that this was necessary
On September 2, HBWVI received the required informationAt that time, we contacted Mrs*** and offered $in reimbursement towards repairsThis offer was made pursuant to section A-2a of the Agreement which states, "Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instanceSuch offers are typically made subject to restrictions."
To date, Mrs*** has not accepted this amount, nor has she verified the mailing address on where we may send the checkWe regret that we will not be increasing the offer further, as $is HBWVI's cost for the parts and eligible labor associated with this replacement as originally authorized to the in-network contractor *** *** and *** *** ***
Mrs*** declined service with *** *** & *** *** due to the $quoted in non-recovered charges to bring the unit up to code and make modifications to the pipingIn doing so, the only alternative available to her was to accept cash in lieu of repairs for *** *** & *** *** costs
In order to process this check, we request that Mrs*** contact our company by calling XXX-XXX-XXXX ton confirm the address where we may mail the check for $totalWhile we are not able to offer the $remuneration that Mrs*** is requesting, we none-the-less appreciate her bringing her concerns to our attention and we look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Warranty Corporation VI
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because this is all a total lieWe have sent the invoices multiple times via emailEach time we call we get a different person and have to start overWe even had our plumber send his diagnostics which was required by 10-2HBWI have copies of all these emails, and they will hold up in court should that be necessaryWe were not offered an amount of $until October 6th, at which time we accepted because we figured it was better then nothingThey told us 7-business daysTo date we have received nothingPlease keep in mind that 10-2HBW's plumber was not the best priceThey would of had to pay their plumber much more money then they are willing to pay our plumberWe actually saved them money and they took advantageWe were told that the cost of the water heater would be covered, we understood that the labor and some other variable parts would not be coveredAccording to the invoice, $is not enough to cover the water heaterTrust me, they were going to pay their plumber much more money and I know this because one of their workers told me on the phone and he couldn't understand why they were giving us so littleAnd we did call on October 6th and verified our addressTheir response is one big lieDocumentation does not lie, and I have itIt has been almost four months now and we are still waitingI would never buy a warranty from this company ever, they do not want to payAnd I wish they would stop referring to me aloneMy husband has spent lots of time on the phone with 10-2HBWWe have better things to do then to call them every weekI'm assuming we have to call again and verify our mailing address again, this will be the second timeI wonder how many times before they get it right and finally mail the checkWe are sick and tired of it all and we just want it to endThis claim has been handled very poorly and I hope no one ever has to go through this, I do not know how companies like this stay in business
Final Business Response /* (4000, 9, 2015/10/29) */
The Office of the President at Home Buyers Warranty VI ("HBWVI") is in receipt of the rebuttal submitted by Mrs***Thank you for the opportunity to review further
As our previous response indicated, we were waiting for Mrs*** to contact HBWVI to verify her mailing address and how the check should be addressedWe acknowledge that the ***'s contacted HBWVI on October 9th, however, at the time they refused the offer that was made and did not provide a property address to send the $that was offeredHBWVI does not issue any reimbursement until we are able to verify thisOur records indicate that this was verified and Mrs*** provided the correspondence address for mailing on October 27, and have consequently has now been processed
While Mrs***'s contractor may have charged more than $for the water heater, this does not mean that HBWVI would also be under such restrictionsAs a national company who replaces many water heaters every year and receives discounted costs through supply housesAs a result, the cost the HBWVI pays for a water heater is considerably less than what a contractor would pay, even if they were utilizing the same supply house
We apologize for any difficulty Mrs*** may have experienced while attempting to submit the invoiceTo date HBWVI still has not received that invoiceWe further apologize if Mrs*** is upset by the way in which our response is addressedAs she is the one who issued the Revdex.com complaint, we are referencing herself in our response rather than her husband
Mrand Mrs*** will be receiving a check for the $which is the eligible reimbursement amount per the Limited Home Service Agreement within the next 7-business daysWe appreciate the opportunity to review her concerns further
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:We did not receive the full coverage document at all and was promised that one would be e mailed when my wife spoke to the person at 2-who denied the claim on Friday after having it being submitted on Tuesday We are stil waiting for the documents of coverage!also, received the voice mail from 2-which was left on our phone at approximately 530am!!! We returned the call and left a voice mAil to please recon tact us to discuss STILL WAITING for call back at a reasonable hour.There is no excuse for deceptive and near fraudulent business practices And, their service rep that called with the denial was almost giddy about saying sorry not covered and we can't cover everything!interesting their advertising surely doesn't imply that there are more not covered things then covered!
Sincerely,
*** ***

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 August 20, 2016, Mrs*** reported the will not tumble on all cycles except one and once it realizes it isn't heating it automatically stops*** was dispatched and reported the dryer has no sticker indicating model or serial number and itTherefore he would not be able to work on the dryerPer the Agreement under the Terms & Conditions E-“Covered Eligible Equipment no longer identifiable by model and serial number are limited to $per failure.” A representative of this department called Mrs*** and she accepted the $offer
HBRWC would like to apologize for any inconvenience and delay Mrs*** has 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 *** ***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 25, 2016, *** *** reported his air conditioner would not turn onIndependent service contractor, Air Excellence Heating and Cool was dispatched to the home and found one of *** ***’s air conditioners compressor is locked up and the condenser fan motor failingThis was found to be a stage condensing unit and reviewed with the contractorWe agreed that the condensing unit could be repaired by replacing the compressor and fan motorThe contractor was authorized to make the repairsHe reported the work is complete and the system is operating correctly HBRWC would like to apologize for any inconvenience *** *** may have experienced due to the delay of this claim. We value his 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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the
opportunity to review and respond First, HBRWC apologizes for the independent contractor Schmidt’s AC Service actions toward *** ***A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service and anything less is unacceptable. We have passed this information along to our contractor relations department to investigate and address the contractor Our records indicate indicated Independent CNN Refrigeration was dispatched to the property after Schmidt’s on June 9, There were numerous calls to CNN Refrigeration to call in their findingsThey did call in the diagnosis and found the condenser coil deteriorated with multiple leaks and a locked up compressorIt was decided to do a full system replacementCNN Refrigeration gave us the spec’s of the equipment for orderingAfter the equipment was picked up, the contractor realized that the wrong inside equipment was orderedAs not to delay the claim any further, HBRWC let the contractor supply the indoor coil It was confirmed that her system has been replaced and is operating correctlyIn regards to *** *** requesting we assist with her utility costsWe do not offer coverage for utility costs pursuant to section B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We are understanding of *** *** situationAs a goodwill gesture, HBRWC picked up the costs that typically would have been her expense HBRWC apologizes to *** *** for the experience he has had concerning his hold time with the customer service department and the delay to her claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day 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 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 Miss ***We have located Miss ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to
review and respond
We do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular trade in a timely mannerThis can also occur when temperatures decrease significantly in an area, the independent contractor’s experience an unusually high volume of calls and are bookedWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions in the second half of 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.” On November 20, 2017, the guidelines for using a contractor out of our network were emailed to Miss ***
On November 21, 2017, Miss Stapleton’s called in with her contractor, *** Heating to give the diagnosis for a cracked heat exchangerThe contractor reported the furnace is unsafe, it had to be shut off due to high levels of carbon monoxideHe recommended replacing the furnaceThe furnace is a *** model # GMP075-(which is an 80% efficiency furnace)His total cost to replace the furnace, $5,but he did not have a breakdown of the costsThe claim was not approved due to no breakdown and the high costOn November 22, 2017, Miss *** called in and she wanted to know if there was an approval code yetThe representative explained that we have not received the breakdown for the job, but just the total costMiss *** advised she would get in contact with *** HeatingLater that afternoon, a representative called ***’s to see if he had the breakdown and if he would let us supply the furnaceShe did get a hold of him but he said he was busy at the momentOn November 27, 2017, a representative again called ***’s and the contractor advised he had already done the workThe representative then called Miss *** and received her voice mailHe left a message to send in for possible consideration even though the work was done without our prior approval*** Heating never did respond with the breakdown
Section of the guidelines that were sent to Miss*** clearly state“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.” This is also listed in the Agreement at the beginning of A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.”
On December 8, 2017, ***’s invoice was reviewedThe representative called the *** Heating to get the full diagnostics as it is not on the invoiceThe technician advised he did not do a diagnosticsHe was just called out to replace the furnace, the cracked heat exchanger was found by another contractorThe representative then called Miss *** and she advised the contractor who did the diagnostics was ***; she advised she will send in the diagnostic and estimateThe representative contacted ***; the *** representative stated the technician Travis was out of the office but in Travis’ notes he found “the unit would not run on auto, and had to be turned on manuallyThe heat exchanger is cracked and needs to be replaced”This is all new information to 2-HBW
This was sent to parts research to check the cost and availability of the heat exchangerParts research found the heat exchanger was in stock and readily available for $From the invoice, it was also found that *** installed a 95%+ efficiency furnace, one of the best residential furnaces on the ***etThe cost coincides with the cost that *** quoted Miss *** for a high efficiency furnaceWhen this notice was received, a call was placed to *** to check their cost to replace the 80% furnace that is comparable to what Miss *** hadThe technician advised that his total cost to replace a direct replacement is $as shown on the estimate
The $1,that was offered to Miss *** was to just replace the heat exchanger as that was the only failure, plus additional as a gesture of goodwillPer section B-of the Terms and Conditions state “We solely determine whether covered systems or appliances and their components will be repaired, replaced or if payment is provided in lieu of services.” This means we are only responsible for the repair of the furnace, not total replacement
To settle this matter, a representative has offered ***’s cost for direct replacement, $to Miss *** as we are not responsible for upgrading the furnace as stated in B-2; “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 or brand.” We are presently awaiting Miss ***’s response on our offer
2-HBW would like to apologize for the inconvenience Miss *** may have experiencedWe value her business and we look forward to hearing from her 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 *** 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 the independent contractor *** *** * *** original visit found the system low on refrigerant, they added leak seal and recharged the systemThen on October 9, 2017, we were notified that *** *** air conditioner was, again, no longer cooling*** went back to the home and reported the evaporator coil is leaking*** recommended the indoor evaporator coil and the outdoor condensing unit be replaced as the system is a and is inefficient*** could not give us a reason why the outdoor condensing unit needs to be replaced other than it is old*** *** got her own contractor that reported a leak in system but he was also relatively vague and his recommendation is to replace system due to ageThe independent contractor *** *** * *** was dispatched and reported the evaporator coil is leakingRES was authorized to replace the coilThere are some out of pocket charges that *** *** must agree to before the coil can be orderedShe has been notified of these charges and we are just waiting for her acceptance
2-HBW will not replace the condensing unit when only the evaporator coil needs to be replaced and we do not replace a system due to ageHome service Agreements are there to get the eligible systems and appliances back to running and this is the promise we makeWe perform repairs when one is possible, much like a manufacturer warranties their productsThese type of repairs are customary and reliable, and we will guarantee the work for the full term of the AgreementAs specified in the Agreement under the Terms & Conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” 2-HBW does take the independent contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours
2-HBW apologizes for the inconvenience and delay that originated by the first contractor assisting with the serviceWe strive to provide fast, reliable and a positive experience to all our customersWe value her business and look forward to hearing from her 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 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 that the plumbing contractor reported he made drywall access, found the upstairs hall bath leaking, he took out the left T, turned and tightenedThe independent contractor *** *** * *** was authorized to patch the holesIt is not noted Mr*** had called to report the contractor’s shoddy workmanshipPerhaps the representative did not documentIn the Agreement under 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.” This does not include touching up and paintingAs a goodwill gesture, HBRWC has reimbursed Mr***’s $service fee to put toward the amount of the drywall repairIt will take approximately business days to receive the checkOther than the service fee reimbursement, we regret we will not be offering any further compensation
HBRWC would like to apologize for the delay of the drywall patch and the experience he had with *** ***. We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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Address: 13900 E Harvard Ave, Aurora, Colorado, United States, 80014-2324

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