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 *** ***’s Limited Home service Agreement (“Agreement”) that became effective November 3, and applicable water heater
claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced due to the delay of her water heater claimOur records indicate on May 2, 2016, *** *** reported the water heater is not producing hot waterIndependent service contractor, 1st Choice Plumbing was dispatched to the home and called in their findings on the same dayThey reported the pilot assembly is not staying lit and needs to be replacedThe contractor was authorized to replace the gas valve and the part was ordered on May 2, The contractor received the pilot assembly on May 10, 1st Choice Plumbing reported they installed the part on May 10, If *** *** would please reference her 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.” In regards to shipping options, many times we are not able to expedite parts through suppliers, however, parts through our suppliers are usually received within to business days if the part is not on backorderWe do empathize how frustrating it can be without hot water and hope *** *** understands that there are some things that are out of our controlWhen a minor part on any equipment has failed such as on this water heaterThe part would be replaced and not the water heaterWe again apologize to *** *** concerning her negative experience she may have had concerning our customer serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer feedback allows our company to serve our customers betterWe will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our serviceIf *** *** would like to cancel her Agreement with HBRWC, she may send a written request to [email protected] prorated refund will be processed to *** *** that is less the time the Agreement has been in effect in accordance with Section F-of her Agreement, which states: "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement for the unexpired term will be refunded to the party purchasing the Agreement." 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 *** *** for bringing this to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closedSincerely, 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 Dr*** ***We have located Dr*** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to
review and respond
Our records indicate there was a dryer claim and a refrigerator claimThe work was completed on bothUnder 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.” However, Dr*** *** did everything she could to follow the rulesThe dryer claim was reimbursed less her service feeWe are presently waiting for a clear invoice from Dr*** *** on the refrigerator claimThe one that we received is not legibleShe understands and she is sending in a clear invoiceA call was also placed with her contractor to expedite this claim but he has not yet returned our call
HBRWC apologizes to Dr*** *** for the experience she has had concerning her hold timeWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our service. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:The apology is accepted, but they have not reimburse the expenses for this issue.Although the refrigerator was finally fixed after almost monthsGroceries that we have to throw away because of the failure of the refrigeratorNotice that the refrigerator stops working Sunday 16th with all our groceries for the weekWe have to get ice boxes and also buy an extra one. Of course, lots of ice and travels to the convenience store for this purpose.Besides, the economic leisure that they cause, because the no on time fixture, and no offer at this time to repair the economic leisure, because of their negligenceI am interest to know if the 2-rank at Revdex.com is going to be affected
Sincerely,
*** ***

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”)Thank you for the opportunity to review and respond
Our
records indicate on February 20, 2018, Mr*** requested to have a spring Pre-season scheduled HVAC tune-upThe representative advised his current Agreement does not carry the coverageHis renewal Agreement is not effective until April, 4, where Mrdid purchase the coveragePer the Agreement under Optional Coverage, If Purchased:
PRE-SEASON HVAC TUNE-UP:
An A/C pre-season tuon one unit will be performed between February and March,
and a heating system pre-season tuon one unit will be performed between
October and November
Pre-Season tune ups are not offered in April when Mr***’s renewal Agreement with tucoverage, goes into effectSince his present Agreement does not have the coverage, we regret that we cannot be of further assistance in this regardWe do apologize for any frustration or inconvenience that Mr*** may have experienced
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 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 (“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 20, 2016, *** *** reported his air conditioner is not blowing cold airIndependent service contractor, Comfort Central was dispatched to the home and reported “on line” a faulty variable speed blower motorThe air handler will mandated replacement due to it is improperly installedThere is a lack of access (in the attic) and the cabinet of the air handler is heavily rustedDue to the heavy rust, if it is moved, it might fall apartIt was determined that we would replace the air handlerThis is the state of Florida where AHRI appliesThis means that since there is no failure to the condensing unit it is not eligible for coverage but must be replaced due to the AHRI regulationThis would be *** ***’s cost*** *** accepted the non-covered chargesHBRWC coordinated with the contractor to match brandThe air handler was orderedThe contractor has reported “on line" that the work is complete HBRWC apologizes to *** *** for the experience he has had concerning the delay with his claimWhen there is a heat wave throughout the United States, this can create higher than wait and call back times in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the 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 (“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
If Mr*** would please reference the Agreement, at the beginning of the Terms & Conditions; “We provide service for covered systems and/or appliances: that do not perform their primary function due to wear and tear” Lighting in a refrigerator is not a primary function of the refrigerator
We regret that we cannot be of further assistance in this regard2-HBW has fulfilled their obligations as specified in the terms and 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 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 May 10, 2017, Mrs*** reported her microwave was not turning on at allThe independent contractor, *** *** was dispatched and reported the control board was out*** *** was approved to replace the control boardAfter the technician replaced the control board, he found that whoever worked on this microwave before, had installed the wrong partsHe would now have to replace the magnetron, capacitor and the transformer or have the microwave replacedWhen the technician was asked why these failures were not found on the original visit? He advised because the control board didn't work at all, so he would not have known about the incorrect partsAfter installing the new control board, he then found the incorrect parts were installedHe also advised that whoever had the unit before, cut the end of the power cable and hard wired itThe microwave was denied based on the Agreement’s Terms & Conditions; B-“Costs to repair failures due to improper previous repair (except if repaired under this Service Agreement)…Correction of improper installations or correction of mismatched equipment will be at the homeowner’s expense,”
In Mrs***’s desired settlement she requested either her service fee be refunded or a new microwaveIn order to preserve goodwill for our business, we have refunded her service feeIt will take approximately to business days to receive the checkConcerning Mrs***’s furnace claim; on March 23, 2017, a representative had emailed Mrs*** the out of network instructions when using your own contractorThere still has been no response from her contractor
We do apologize for any frustration or inconvenience that MrsRuht may have experienced during the claims handling process. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Mr***. Thank you for the opportunity to review further
Our records indicate Mr*** called in on November 28, and verified he did receive the $service fee reimbursementMr*** should also be aware his account is presently on credit holdIf he would like to straighten this out, he can contact accounting at ###-###-####
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 August 18, 2016, *** *** reported her air conditioner was not blowing cold airDue to the extreme heat wave, there were no in network contractors that could service in a timely manner*** *** contacted her own contractor that had completed the work without prior approvalPer the agreement on page 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.” We are understanding of *** ***’s situation and we have settled with herA confirmation phone call was placed to her, but there was no answer
HBRWC apologizes to *** *** for the experience she has had concerning with the customer service department and HBRWC not being able to locate a contractor in a timely mannerWhen there is a heat wave throughout the United States, the 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 PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/24) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by *** ***We have located *** ***'s Limited Home Service Agreement ("Agreement") and applicable
claimThank you for the opportunity to review and respond
After careful review, we regret that we have verified that the Plumbing claim submitted by *** *** is not eligible for coverageThe independent contractor made eligible repairs to the toilet by replacing the flange and wax ring sealThese are both items listed as eligible for coverage in the Plumbing trade section of the AgreementThe contractor also verified that there were no restrictions in the drain lines that would require a line be snaked with a standard rotary cable
However, the smell that the customer reported persistedThe contractor advised that there may be dead animals present in the venting, however, there was no failure to the PlumbingWe do regret that flue venting is listed as excluded from coverage in the Plumbing section of the Service AgreementThis is also stated in the roofing portion of the AgreementAdditionally, section B-states that, "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): pest damage, pet damage."
Finally, we would also note that section B-of *** ***'s Agreement states, 'We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment."
At this time, HBRWC has verified that the smell is not due to any eligible failures to *** ***'s propertyAs such we are not able to offer coverageWe do appreciate *** *** bringing his concerns to our attention, however, as we do take these matters very seriously
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the problem (smell) that I originally described when I first contacted 2-was not covered under my warrantee I should have been notified during my initial conversationI should not have been told "yes that is covered" and had to pay $for a plumber to come out and change out a $wax ring
Final Business Response /* (4000, 9, 2015/08/21) */
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 regret that it is not possible for HBRWC to guarantee whether a claim will be eligible or denied when a service call is placedWhile HBRWC does not cover for smells, a smell can be indicative of an eligible failureIt is for this reason a qualified service professional must determine the source before a coverage decision is madeExamples of eligible claims in which a customer observes a smell would be a flange that has been leaking for some time, or a restriction in the drain line warranting the drain line be cleared with a standard cableThe independent service contractor did replace the flange and verified the drain line was clearIt was after these eligible repairs that it was observed that the true source of the smell was not eligible for coverage
As such, we regret that the service fee would still be owedMr***'s Limited Home Service Agreement states that a service fee is owed by the customer for all new claims that are placed: "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."
We apologize that we are not able to be of further assistance in this matter
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 May 28, 2017, *** *** spoke to a representative in this department and the representative processed the check and sent it UPS day Air*** *** found this satisfactory
We do apologize a supervisor did not get back to Mror *** ***Due to the heat wave throughout the United States this summer, this had created an unusually high call volume causing longer than wait time and call backs in the call centerWe appreciate *** ***’s longevity with HBRWC and we look forward to serving his future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: There is always going to be a way for the warranty company to try and wiggle out of covering a glass cook top When the *** repair person was out, he actually called to verify that it would be covered to try to prevent having to pay a $deductible if it was ultimately going to be rejected At that time, 2-did confirm that it was covered and that it would either be repaired or replaced *** was unable to find a replacement part for the cook top, and my guess is 2-could not find one either Faced with the prospect of having to completely replace the cook top, a week later they requested pictures I knew immediately they were going to deny the claim I talked with a 2-customer service rep and he tried to assure me that it was just standard procedure, but I told him I knew it would be rejected, and low and behold, the next morning it was. 2-10, and all home warranty companies for that matter, should not include coverage for glass cook tops in the warranty if they are able to subjectively deny the claim I absolutely did not drop anything on the cook top I paid additional money for this coverage, and I expect the warranty to be honored.Anything less than a repair, replacement, or money paid to allow me to purchase a replacement on my own is unacceptable
Sincerely,
*** ***

Revdex.com:
The check has been received and therefore the resolution is now acceptable to meI realize that you indicated there was no further need to contact you re: this issue, but I thought it might be useful to have on file
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/24) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located *** ***'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 *** *** may have experienced during the claims handling processWe acknowledge her concerns regarding the delays and professionalism of the independent service contractorHBRWC strives to provide fast, professional service and anything less is unacceptableWe will bring this to the attention of HBRWC'S Contractor Relations Manager for the state of Ohio, so they may review and take any necessary action
It is correct that on occasion, a necessary part may come with defects from the manufacturer that were missed by a factory's quality control processWe apologize for the inconvenience that this causes, but would note that this is a situation beyond the control of HBRWCAfter the second compressor failed as well, HBRWC did determine that the outdoor condensing unit would be replacedThis new condensing unit was successfully installed on July 13, and our records do indicate the system is operational
While the second service fee was waived, we would note that the information *** *** was provided regarding this fee is correctA new service fee is due for each new claim placedPer the 'How Do I Request Service?' section of the Agreement, "Parts and labor are guaranteed for days on authorized service requests." Failures that occur after this day period are considered a new service request with a new service fee owed
We apologize for the delay that *** *** experiencedWe would like to thank *** *** for bringing her concerns to our attention as we do take these matters seriously, and we look forward to serving any future warranty needs that she may have
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
Concerning the $in additional coverageWe would refer *** *** to our previous response in which we indicated there are no options you can purchase that would exempt the preexisting conditionThis is additional coverage only if the a/c system is eligibleThe system was denied based on a pre-existing condition and not eligible
When there are multiple leaks found, this does not occur in two daysLarge leaks take even longer to formWe regret that air conditioner is not eligible for coverageThe rebuttal provides no additional information to overturn our decisionWe 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 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 that Mrs*** heat pump system was replaced inside and out with equipment by CarrierI would also like to mention, Mrs***’s old heat pump system was a seer R-refrigerant systemHBRWC upgraded her to a Seer system using the latest 410a refrigerantThe contractor has reported online that the installation is complete
HBRWC would like to apologize for any inconvenience Mrs*** 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

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 *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on August 9, 2016, Mr*** reported on our online portal that there is leaking water, leaking valve, lower half of the cleaning system valve body has perimeter crackIndependent service contractor, *** *** was dispatched to the home and reported “the housing for pop up actuator is cracked, is shooting water everywhere an actuator is considered cleaning equipment.” The claim was denied due to cleaning equipment is not eligible for coverage pursuant to the Agreement on page under FRESHWATER SWIMMING POOL/SPA EQUIPMENT: EXCLUDED: “cleaning equipment”A supervisor has called Mr*** to discuss this matter furtherA voice mail was receivedA voice message was left with the supervisors direct contact number
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

Final Consumer Response /* (2000, 6, 2015/12/16) */
As of 12/9/15, the washer has been delivered
This case has been resolved and can be closed