2-10 Home Buyers Warranty

Complaint: ***
I am rejecting this response because: As 2-10HBW stated the maximum coverage cost for any repair/replacement cost for my pool system is $within a service contract periodThat said, 2-10HBW should be reimbursing me the maximum cost of $due to the fact that my claim was for the repair/replacement of my pool heater and not my pool motorIt is not my fault that the contractor they hired took it amongst himself to replace equipment that was not broken nor did my claim include. Secondly, to be clear, all of the contractors that are utilized by 2-10HBW are independently owned, operated, licensed and insured, therefore, since *** *** *** *** was contractor by 2-10HBW, anything that they do is a representation of 2-10HBW as well as *** *** *** *** because 2-10HBW is the company that authorized the repairs/replacement as well as paid *** *** *** *** to make those repairs/replacementTherefore, if *** *** *** *** cost 2-10HBW $by making unethical repairs/replacements to pad their own company's pockets, then as 2-10HBW stated, *** *** *** *** is licensed and insured; and therefore, 2-10HBW should be going after *** *** *** ***s to recoup that unethical payment instead of making their customer (me) suffer the consequences of both 2-HBW discussions and their contractors actionsIt seems to me that this is clearly bad business on both 2-10HBW part as well as *** *** *** ***s; and in the end, the little person who pays there monthly premium on time every month is the person who has to sufferIf 2-10HBW really cared about their customers or customer service they would do right by their customers and go after the companies who are at fault for their money/profit lost like *** *** *** ***s instead of going after their customers who are the victims of the circumstances; and they would screen their contractors more effectively to weed out the unethical scam artist that is only there to make a quick buck! Lastly, 2-10HBW might think that they are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage; however, last time I check, paying someone to complete a job is considered entering into a contract and therefore makes both parties liable for whatever transpires during and after that job!
Sincerely,
*** ***

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 on April 5, 2017, Mr*** reported his air conditioner is not cooling, the independent contractor, *** *** and reported the first time the unit needs a dual capacitor and the repairs were completedA recall was set up by Mr*** for them to come back to the homeThis time *** ***, advised, the ac does not have a condensate pump, he needs to get one installedMissing parts are not eligible per the Terms and Conditions (“T&C”) E-“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, including…missing parts,” The representative explained it would be up to Mr*** to have a condensate pump installed
Mr*** contacted a contractor out of our networkHis contractor reported the drain line was clogged due to rust in the drain panThe drain pan also doesn't have the proper pitch (level) which essentially caused for the drain pan not be able to drain the water properlyThe technician would need to flush out the drain line and properly level the drain panThe claim remained denied as the drain pan was not installed properlyThis is specified in the T&C; E-“We are not responsible for items…improperly installed unless the Supreme Protection option is selected.” The Supreme Protection option was not purchased
In Mr***’s desired settlement, he is requesting $for his timeThe Agreement does not provide for loss of time as stated in the Terms & Conditions of the Agreement; E-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” However, due to his dissatisfaction with our customer service and the network contractor’s misdiagnosis, we have refunding Mr*** the full invoiced amount of $from his contractor and we have also refunded his $service feeHe can expect to receive the checks within to business daysThe contractor has been sent to our contractor relations department to address the issues Mr*** has mentionedWe can assure Mr***, our coaching and development team trains our employees to provide fast, friendly and reliable service, leaving a positive experience to all our customersWe take his accusations seriously and can assure him that it is not acceptable for anyone to be rudeThis matter will be investigated internally so we may make corrections and continue to improve our service
HBRWC apologize to Mr*** for the experience he has had concerning this claimWe work very hard to prevent situations like thisIf Mr*** is still considering cancelling his Agreement with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section I of his Agreement, which states: “If this Service Agreement is cancelled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the 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 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 rebuttal submitted by *** ***. Thank you for the opportunity to review furtherWe respectfully disagree with *** ***, when he stated HBRWC ”will also be able to deny coverage of any component or appliance that has been in use for any period of time.” We would refer *** *** to our previous response in which we indicated why the leak on the refrigerator was not eligible for coverageIn the contractor’s professional opinion, this leak had been going on for some time before the Agreement went into effectThis has nothing to do with a component or appliance that has been in use for any period of timeThis was an ongoing issue and not a new issue to the refrigeratorIf an eligible component or appliance is in good working condition when the Agreement goes into effect, then it fails after the Agreement has gone into effect, the component or appliance is eligible for coverage*** *** mentioned that there was no leak at the time the warranty went into effectThat there was a home inspection done which shows the appliances were found to be in good working orderA representative of this department called *** *** and a voice mail was receivedA message was left with an email address to forward the home inspection for possible reconsideration of the refrigeratorThe inspection was received and it showed the refrigerator was in acceptable conditionThe representative and *** *** agreed that this was a pre-existing undetectable issueYou would not expect an inspector to pull a refrigerator for further inspection if the unit is running satisfactoryThere was a refrigerator priced out for buyout purposes and *** *** accepted the offerWe respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties. We again thank him for bringing these matters to our attention as we do take them very seriouslyWe value his business and look forward to servicing his future warranty needsSincerely, 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 *** *** Limited Home service Agreement (“Agreement”) and applicable Refrigerator 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 January 4, 2016, *** *** reported the refrigerator was not making iceAt the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely manner*** *** understood and located Sears to service his refrigeratorSears found the control board and ice maker motor had shorted and not communicatingSears was approved to repair the ice makerSince Sears is out of our network, *** *** paid Sears up front and he was reimbursed by HBRWCOn March 12, 2016, *** *** reported that he is still having issues with the ice makerSears had been out numerous times attempted to fix it without success*** *** mentions in his complaint that Sears was scheduled to remove the parts and offered to refund the money from the previous repair since the repair did not workHBRWC was not aware of all this since *** *** had contracted with Sears directly and not through HBRWCIndependent contractor Friday Appliance Service went to the home and reported the ice maker does not work properly and is not repairableSince Sears had attempted to repair the ice maker and Friday’s state the ice maker was non repairableOn April 1, 2016, a comparable replacement refrigerator or a refrigerator buyout was offered to *** *** *** has accepted the buyout amountTo address *** *** concern that his claim was erroneously deniedWe acknowledge a representative did make a mistake, this error was caught within hours and *** *** was updated that the replacement or the replacement buyout was still validHBRWC would again like to apologize for any inconvenience *** *** may have experienced. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersWe have addressed his customer service concerns internallyThis enables us to make corrections and continue to improve our customer’s experienceWe thank him for bringing his concerns to our attention as we do take these maters seriouslyWe look forward to serving his future warranty needs Sincerely Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/08) */
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 Mr***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We do apologize for any frustration or inconvenience that Mr*** may have experienced during the claim handling processWe regret that we do not have a preferred service vendor available to service Mr***'s air conditioning system, and for this reason we asked that Mr*** locate a contractor himselfWhile HBRWC tries to minimize such situations, we regret that it is not always possible for us to provide a service contractorThis is explained in section A-of Mr***'s Agreement when it states, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured."
HBRWC does have the ability to pay part or all of a contractor's costs via credit card when the service contractor contacts our company to report a failureThis is not always possible with high-cost repairs, but at the very least HBRWC can remit payment for the contractor's diagnostic timeWe also have the ability to pay the contractor with a check sent in the mailMr*** may also pay the contractor upfront and receive reimbursement from HBRWC for what he paid
We apologize that we are not able to be of further assistance at this timeIn order to offer coverage for repairs to the air conditioning system HBRWC does require that Mr*** locate a contractor to service
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since weeks have passed and I have contacted different contractors within this area that have refused to do business with HBRWC I am exhausted with doing what I feel should be the responsibility of HBRWC if they are insisting on discounted service from contractors within the same area their warranties are being soldFurther it appears it is now winter without the need of air conditioningI will further my portion of this arbitration by contacting no more than more "licensed" contractors to properly repair the air conditioning and keep specific records of the results of trying to negotiate between parties which are myself, the contractor and HBRWCPer the reply of HBRWC they will use a credit card which they clearly state they have no obligation to repair the unit but to only diagnose itI feel as if this company is a total scam without any results at this point!
Final Business Response /* (4000, 9, 2015/10/29) */
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 and respond
As our previous response indicated, HBRWC was not able to locate a contractor to provide serviceMr***'s Limited Home Service Agreement ("HBRWC") states in section A-that it is his responsibility to locate a contractor in this situationWe apologize for this inconvenience
As Mr***'s rebuttal indicates, HBRWC does not guarantee coverage until such a time as a qualified service contractor provides a diagnosis of what failure has occurredMr***'s Agreement advises that certain components or types of failures are excluded from coverageAs such, a diagnosis must be received in order for a coverage determination to be made
We appreciate Mr***'s understanding with this matter
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,
*** ***

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,
*** ***

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
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 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 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

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

The Office of the President at 2-Home Buyers Warranty of Virginia, Inc(“2-HBW”) is in receipt of the inquiry submitted under case by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) that became effective August 28, and
applicable refrigerator claim that was placed March 29, Thank 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 March 29, 2016, *** *** reported the refrigerator was leakingIndependent service contractor, AAA Appliance Master LLC was dispatched to the homeThe technician found the leaking was coming from the beverage dispenserIf *** *** would please refer to her Agreement on page under Kitchen Appliances: Supreme Protection (Optional Coverage); “Kitchen refrigerator: ice makers, ice crushers, beverage dispensers and their respective equipment.” *** *** did not purchase the Supreme Protection, therefore the beverage dispenser was not eligible for coverageAs a gesture of goodwill and not an admission of liability, a representative of this department has called *** *** and left a message on the residence voice mail explaining we will reimburse the $service fee and instructions on how to cancel the agreement pro-rataThe representative also left a direct contact phone number to further explain why the water dispenser was not eligible for coverage.HBRWC would again like to apologize for any inconvenience *** *** may have experienced. We would like to thank *** *** for bringing her concerns to our attention as we do take these matters seriouslySincerelyOffice of the President2-Home Buyers Warranty of Virginia, Inc

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by 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 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

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 *** ***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

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** *** Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to
review and respond Our records indicate on June 13, 2016, *** *** reported her air conditioner is making a loud banging noiseShe had her own out of network contractor diagnose the gas pack on June 21, The contractor reported a leak in the evap coil, casing for the condenser motor is cracked and heat exchanger is rusted overThe technician recommended replacing the systemDue to high costThere are in network contractors in the area that could service in a timely manner Independent contractor, All Seasons Refrigeration was dispatched to the homeThey called in their findings on June 22, and found the heat exchanger cracked and condensing fan motor shorted as well as a leaking evap coilIt was decided to replace the gas pack due to the multiple failuresThe gas pack was immediately ordered for will callHBRWC has arrangements with our contractors as far as if they would like “will call” where they can pick up equipment locally or have the equipment shipped to their shopThe contractor arrangement is will call but had requested ship to shopOn July 7, 2016, *** *** called in to check on statusThe supply house was called and they changed the order from will call to ship to shopThe contractor reported the gas pack was installed on July 11, As requested, a representative of this department called and spoke to *** ***Her concerns were acknowledged and the system is up and running HBRWC apologizes to *** *** for the experience she has had concerning his hold time with the customer service department and the delay to his claimConcerning the hold time, when 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 customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation