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 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

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

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 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

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 (“2-HBW”) 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
respond
Our records indicate on September 15, 2017, the independent contractor, *** *** reported the washer brand is a *** and the door latch is brokenThe model and serial were sent to our parts research department to locate the door latchParts Research found that *** parts are hard to come by and not many suppliers in the U.Scarry parts for this brand; *** is made in *** ***On September 21, 2017, the door latch was ordered directly from *** with an ETA of 9/28/On October 4, 2017, *** *** advised the door latch has arrived and would call *** *** to schedule installOn October 11, 2017, *** *** had still not heard from *** ***The representative contacted *** *** and the office manager advised they were mistaken and they had not received the door lockParts research contacted *** to track the door lockIt was found that the door lock was indeed delivered by *** to *** *** on 09/27/and signed forOn October 13, 2017, due to *** ***’s carelessness, *** *** was refunded her $service fee*** *** was confronted and they are adamant that they never received the part though tracking states otherwiseOn October 20, 2017, *** *** was offered the option of a comparable washer or the equivalent cash buyoutShe will check out the washer online and call back with her decision
We do require all of the independent contractors is to provide our customer’s fast, reliable, professional service and anything less is unacceptableWe acknowledge that the delay that occurred was preventable by the contractor, *** *** and we will have this matter investigated further internallyWe hope *** *** can understand that all of the contractors that are utilized by 2-HBW are independently owned and operated and not employees of 2-HBWWe cannot tell them how to conduct their businessThere are some things that are out of our control as stated 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 in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.”
2-HBW would like to apologize for the inconvenience *** *** may have experiencedWe value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 23, 2017, *** (also listed on the Agreement) reported the refrigerator ice and water is not workingThe independent contractor, *** *** was dispatched to the property and scheduled the appointment for June 26, On July 3, 2017, *** *** contacted HBRWC and stated it is the refrigerator not working, not just the dispenserThere were numerous attempts to contact ***, when we did, the office personal advised we would need to speak directly to the technicianThe technician was non responsive*** was sent to contract relations to get the diagnostics and to address their reason for the delay of this claimThe diagnostics was received on July 5, *** reported the circuit board for the compressor is burnt out and needs to be replacedIt was found the circuit board is no longer manufactured but can be refurbishedThe turnaround time is approximately to business days. A representative contacted *** *** and gave him the option of a repair buyout or accept the delay of the board rebuild*** *** accepted the delayThe board was pulled and the shipping label was sent to *** to mail it to *** *** *** (a board refurbishing company) for repairs*** *** *** backs their work with a year warranty
We do acknowledge that *** initially delayed this claim and since the board was no longer available, it needed to be rebuilt causing a further delayWe do apologize for this inconvenienceThere are some things that are out of our controlWe have no control over the independent contractors delay in reporting the diagnostics, however we will do everything possible to expedite the claimWe also have no control over a manufacturer who decides to stop production on the circuit boardThis 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 in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.”
A representative of this department called *** to check on the installation of the board, and the office personnel advised they never received the shipping label from us to mail the board to *** *** ***The representative confirmed with Purchasing, that the label was sentRegardless, at this time we have decided to not delay the claim any further and offer a comparable replacement refrigerator or a cash buyoutThe representative called the customer and received a voice mailA voice message was left and an email sent with the replacement or the cash buyout
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Warranty VI (“HBWVI”) is in receipt of the inquiry submitted under case number *** by Mr***We have located Mr***’s Limited Home Service Agreement (“Agreement”) and applicable service requestThank you for the opportunity to review
and respond
Our records indicate that on March 9, 2017, Mr*** reported his washer was leaking from the bottom and making a loud noiseMr*** also advised that the loud noise had been noticed a few days priorThe independent service provider, *** *** *** *** (“*** ***”), was dispatched to the home and reported “The washer spins out of balance because the bearings are wornAlso, there is a small hole in the tub which has a slow leak that has been there for a very long time causing the interior of the cabinet and base to be very rustyThe shaft is fused to the rear tub and cannot be separatedEven if it could be separated, the shocks are also worn from the stress of the failed bearings and would need to be replaced.”
Given the multiple failures reported, *** *** advising that failures has been present for extended period of time and the Agreement only being effective only days, HBWVI determined the service request was not eligible for coverage under Terms and Conditions #3, due to: ”We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service AgreementCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA covered item passes a visual inspection if the item is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other
adverse outcome when operated.”
On March 17, 2017, Mr***’s Agent disputed on his behalfHBWVI requested the home inspection for review which we received the same dayThe home inspection stated that washer was not inspectedAs there was no documentation of a visual inspection and simple mechanical test being performed to the unit prior to the Agreement’s effective date, the service request remained deniedIn light of this decision, HBWVI reimbursed MrHemmingway for his $service fee under our Even If Clause which states: “The ‘Even If’ Service Fee Guarantee is exclusive to 2-HBW and is our commitment to the coverage we offer and to doing things the right way‘Even If’ an item isn’t eligible for coverage, and we dispatched a service contractor, reimbursement of the paid service fee may be requested‘Even If’ also means if the same part that was serviced fails again within the duration of the Service Agreement, you will not be charged a new service feeService performed within the last days of the Service Agreement will be guaranteed for days.”
As there was no documentation advising unit was in good and safe working order at the beginning of the service period, the denial on this service request will standWe thank Mr*** for bringing these concerns to our attention as we do take them very seriously
Sincerely,
Office of the President
Home Buyers Warranty VI

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 the only failure to the gas package air conditioner was a leaking evaporator coilThe coil was located and we were looking at repairingOn April 20, 2016, the technician advised he did not believe replacing the coil is a viable option due to the overall poor condition of the unitHe was willing to do the work but believed this would be just a short term fix and there may be further issuesOn April 21, 2017, it was decided to replace Mrs***’s gas package air conditioning unitThe package unit we are replacing it with is an upgrade seer with R410A refrigerantThe unit was ordered and ready for pickup April 24,
We do apologize for any frustration or inconvenience that Mrs*** 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

Complaint: ***
I am rejecting this response because: I do not agree with the assessmentI have several dates and times where myself, my husband and the Supervisor from * *** * tried to contact 2- I have the dates and times of every call I was on hold for over hours on July 14th then the automated dialer hung up on me This is not acceptable service and I should know because I manage a call center As of yesterday I am currently in contact with *** from 2- She advised me that she would contact the Supervisor from * *** * as he is the one who said that I needed a new unit and that it was not repairable 2-had already sent *** *** over more than once in for the same exact repair, the evaporator coil Is it for a Payne air conditioning unit to go out several times a summer? That is not acceptable, especially for a year old unit Also, *** from 2-is the one that told me that my air conditioning unit is only under warranty for year So for 2-to say that the unit was still under warranty is contradictory to what ***, their representative, told me Furthermore, I had called many times to complain about this experience and the only reason someone is looking at my issue now is because I filed a complaint with the Revdex.com
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
A representative of this department contacted the contractorThey reported on the last visit, they found the defrost heater had failed, they replaced it and the refrigerator was working when they left on June 1, The representative contacted *** *** to see if the refrigerator was up and running*** *** advised it is better than it was but the issue is still intermittentThe freezer works fine but the refrigerator temperature will go from degrees to degrees and back againThe representative offered a comparable refrigerator or a cash buyout*** *** decided on the buyout
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process. We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint:
I am rejecting this response because: they must take care of the issue of lakage of the roof of the kitchenThe company did not perform anything and simply rejected all my requestsThere is no point to buy this type of home warranty that does not cover anything for the clients.
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 April 26, 2016, *** *** reported her air conditioner is not cooling
Independent service contractor, Lopez Heating and Air was dispatched to the home and reported online April 28, that the system was low on FreonThe technician found a service valve leaking at the sealed cap, he replaced the service core valveHe added Freon with stop leakOn June 10, 2016, the contractor was recalled back to the home and found there was a leak in the evaporator coilHe was authorized to do the repair and the coil was orderedThere were out of pocket costs for *** *** which included duct modifications and the disposal of the old coilThe contractor reported the work was complete on June 16, *** *** spoke to a representative on July 21, and *** *** stated she had suspicions about the contractor such as she did not believe the contractor replaced the coil or did any duct modificationShe told the representative that she had her own contractor fix the air conditioner and it is now coolingShe would send the information into the representative directlyThe information has not yet been receivedA different contractor was sent out and reported that the compressor had failedThe technician did not want to follow behind another contractorThere was a call placed to may White that we would need to send Lopez Heating and Air back outShe refused to have them come back out because she felt they were dishonestThere was a compressor repair buyout offered to *** *** in the amount of $as a full and final settlement*** *** accepted the buyout offerDue to *** ***’s dissatisfaction with Lopez Heating and AirThe contractor has been sent over to our contractor’s relations department to address the contractor
HBRWC would like to apologize for any inconvenience *** *** may have experienced. We value her business 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:It is the 2-HBW's responsibility to ensure that their files accurately reflect the correct information. As "***" confirmed that the check had been mailed to the wrong address (a previous property that was no longer under warranty nor owned by me (the customer)). After verifying my address on both occasions (as the property address that was serviced) the check was still mailed to the incorrect address. It was only after receiving my complaint from Revdex.com that someone looked into the matter and realized this. This is still unacceptable in my humble opinion. I have received the check now -- two months later
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Ms***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on March 30, 2017, Ms*** reported her air conditioner is not blowing cold airThe independent service contractor *** *** accepted the dispatch on April 1, On April 6, 2017, we still had not heard from *** ***A call was placed and the diagnoses was takenThe contractor found the low voltage fuse shorted out and a shorted zone adaptor board and motorThe zone adaptor board and motor are excluded from coveragePer the Agreement on page under Air Conditioning; “EXCLUDED: zone control systems,” A representative spoke with Ms*** and explained the partial denialThe contractor has reported online, the work is complete
We do apologize for any inconvenience and delays caused by the independent contractorAll of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWCA stern criteria of the independent contractors we utilize is to provide our customers and HBRWC fast, reliable, professional serviceThe contractor has been sent to our contractor relations department to addressFurther, HBRWC could have done a better job at keeping Ms*** in the loop as far as the progress of her claim
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case by *** *** We have located *** *** Limited Home service Agreement (“Agreement”) that became effective October 30, and applicable
air conditioning 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 April 26, 2016, *** *** reported the downstairs air conditioner is not blowing cold airIndependent service contractor, AZ Remodeling & Plumbing Inc(“AZ Remodeling”) was dispatched to the home and found the compressor had shorted to groundAZ was authorized to replace the compressor and the compressor was orderedOn May 5, 2016, *** *** called to say AZ Remodeling replaced the compressor and the repair did not holdMr*** did not want to proceed with AZ Remodeling and requested a different contractorWe requested a day to locate another contractor and if he did not want to wait, we offered a repair buyout of $(cost of compressor & labor)Mr*** declined the repair buyoutA call was placed to AZ Remodeling and it was explained to us that you cannot complete repairs in the rain, the moisture will contaminate the Freon when the system is openThe contractor reported once the compressor was replaced, he found the piston on the air handler was faulty and the piston was orderedAZ Reported the repairs were scheduled to be complete May 6, Mr*** called back later and stated the air conditioning only worked for an hour and broke againAZ Remodeling was called to go back to the homeA supervisor spoke to Mr*** to discuss the issues furtherMr*** wanted his system replaced and said he will have an out of network contractor do itIt was explained to him that if he replaces his system without our prior approval, his system will not be eligible for coverageThe supervisor offered to send out a different contractor as a second opinion, but Mr*** has not yet accepted this optionWe do understand Mr*** concerns about the independent contractors that we use due to his dissatisfaction with AZ RemodelingAll of the contractors that are utilized by HBW VI are independently owned and operatedThey are all licensed and insured and not employees of HBW VIA stern criteria of the independent contractors we use is to provide our customers with fast, reliable and professional serviceWe acknowledge his statements regarding AZ Remodeling and there missed appointments and lack of communicationThis information has been passed along to our contractor relations department to investigate and address the contractorHBW VI would again like to apologize for any inconvenience *** *** may have experiencedWe request the opportunity to send the second opinion, but first we need Mr*** consentWe would like to thank *** *** for bringing his concerns to our attention and we look forward to hearing from him soon so we can have his air conditioner repaired and prevent any further delaySincerely Office of the President Home Buyers Warranty Corporation VI

Complaint: ***
I am rejecting this response because: The expansion tank is a requirement for code!! The water heater had to be replaced as well as the expansion tankIt was NOT an optionAs you stated, the expansion tank is REQUIRED for codeI could NOT opt to not have itBased on this, it should be a covered item!
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Ms***. Thank you for the opportunity to review further
At Ms***’s request, a different contractor was dispatched to evaluate the washer furtherThe independent contractor advised the washer is throwing the FcodeThe technician tested all components/motors and they were workingHe has narrowed the failure to one of the two control boardsHe could not pinpoint which control board has failedHe recommends replacing both boardsThe boards were ordered with an ETA of 3/24/It is not between the contractor and Ms*** to schedule for the installation of the boards
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 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 air conditioner claimThank you for the opportunity to
review and respond Our records indicate on June 19, 2016, *** *** reported his air conditioner is not cooling Independent service contractor, AHR Service Incwas dispatched to the home and reported they added lbsof Freon to improve air flow and it was cooling with F air coming in (usually checked at the registers)The system is cooling but not to *** ***’s desired satisfaction As *** *** has mentioned, he requested to use his own out of network contactorOn June 24, 2016, the out of network contractor procedures were sent to him explaining; His contractor must be licensed and insuredWe need a full diagnosis and estimate prior to work being doneWe reserve the right to a 2nd opinionWe will only pay what we would pay an in network contractorWe will not pay if the work was done without prior approval His contractor reported that there were pinhole leaks in the condensing unitDue to the age, his contractor recommended replacing both the condensing unit and air handlerHis cost to replace the system is quite a bit higher than HBRWCDue to the high cost of his out of network contractorHBRWC dispatch an in-network contractor, Xtreme Heating & AirExtreme Heating & Air reported that *** *** cancelled the dispatchA representative of this department contacted *** *** and he forward the invoice showing he had his system replacedHBRWC has priced out what HBRWC would have paid an in network contractor for the same work and made the offer to *** *** *** has accepted HBRWC apologizes to *** *** for any negative experience he has had concerning his hold time with the customer service department and the delay to his 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 customersHis concerns enables us to make corrections and continue to improve our serviceWe value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation