2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** *** Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to
review and 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

Complaint: ***
I am rejecting this response because: While I do understand that the out of pocket costs cannot be waived, I am extremly frustrated with this company and the processI did get a call letting me know that the correct water heater had been found (after incorrect heaters had been ordered then cancelled) and the man I spoke with (***) stated there had not in fact been any heaters ordered incorrectly and I had been given wrong informationSomeone is not being honest in this situation and I'mstuck in the middle feeling lied to.
Sincerely,
*** ***

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 *** ***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 her air conditioner is not blowing cold airIndependent service contractor, South Home Air was dispatched to the home and on June 27, reported the condensing fan motor had shorted, the compressor was not pumping on the low side and the reversing valve had cloggedSouth Home Air was authorized to replace the condensing unit and the condensing unit was orderedThe Condensing unit order that was placed was for a seer system which are no longer madeWhen the mistake was realized, we immediately ordered the seer condensing unitThis caused a day delayThe contractor reported that the work is completeThe temp cooling has been reimbursed as well as her service feeWe request she allows business days to receive these checks We openly apologize to *** *** for the negative experience she has had with our customer service, her hold times and we acknowledge the delay of the claim was due to the incorrect condensing unit orderWhen 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 feedback has allowed our company to serve our customers betterWe are in the process of reviewing all of her concerns and addressed internally so we may 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 July 20, 2016, *** *** reported online, her air conditioner is blowing warm airIndependent service contractor, *** *** * *** accepted the dispatch and scheduled an appointment for July 22, On July 25, 2016, Mrs*** called requesting a status updateThe representative called *** reported the compressor had burnt out and they will contact our purchasing department to orderThe compressor was orderedOn July 26, 2016, a reprehensive called Mrs*** and left a message with the statusOn August 2, 2016, *** went to install the compressor and reported they need a reciprocating compressor and we ordered a scroll compressorThe reciprocating compressor was immediately ordered with an eta of August 4, and *** reported online the work is completeA recall visit was set up for *** after the customer reported after recent storms, the a/c is not cooling properly*** found the capacitor blown and the compressor needs a hard start kit
We acknowledge that we did order the wrong compressor causing an additional delayWe will have this matter investigated further internally so we may make corrections and continue to improve our serviceHBRWC apologizes to Mrs*** for the experiences she has had concerning our customer service and the delay of this claimWhen there is a heat wave throughout the United States, this can create higher than call volume in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not always able to provide the information needed as quickly as we would likeWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers
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 Miss ***We have located Miss ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on July 24, 2016, Miss *** reported her air conditioner would not turn onThe independent contractor, *** *** *** was dispatched and reported the compressor locked up due to acid burnThe contractor was authorized to replace the compressorThe representative who spoke to Miss *** when she called in to accept the out of pocket cost failed to order the compressor at that momentThe contractor does have an agreement with HBRWC to pick up their HVAC equipment on will callIt was found later that the contractor was expecting the order to be shipped to his shopThe order was placed immediately to be shipped to the contractors shop
We acknowledge that there were opportunities to provide Miss *** with better service and some of the delays that occurred were preventableThe order of the compressor was due to the representative not ordering the compressor when it should have been as well as the mix up in the compressor order causing an additional delayWe have sent this to our coaching and development team, so we may make corrections and continue to improve our serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers
This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdownsWe regret we will not be able to refund the AgreementThe Agreement has since expired on October 10, and put to useThis is explained in the Terms & Conditions under FCancellation or TerminationThe out of pocket charges of $are paid directly to the independent contractorThese funds are kept by the contractor and not transferred to HBRWCThere is no negotiation of the non-covered charges with HBRWCThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” Miss***s service fee was reimbursed on October 17, We request she allow approximately business days to receive the check
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/09/08) */
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 sincerely apologize for any frustration or inconvenience that Mr*** may have experienced during the claims handing processOur records indicate that the service contractor ***'s *** & *** completed repairs to the air conditioning system
We acknowledge that the initial service contractor, *** *** made multiple attempts to repair the unit without successWhile section B-of Mr***'s Agreement does state that, "We solely determine whether coverrd systems will be repaired or replaced," we do agree that the failure to the condensing coil should have been found during the itnitial diagnosticsHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have the delay that occurred due to the repairs by Comfort Experts evaluated further internally
HBRWC would like to thank Mr*** for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally after almost months our air conditioning unit has been replacedWe are extremely grateful to have air conitioning againAarons Heating and Cooling is a wonderful service providerIt only took them days for their friendly, knowledgable, respectful staff to complete all the neccesary repairs needed to replace our A.CunitI would definitely recommend Aarons to anyone that is in need of this service but I wouldnt recommend Comfort Experts to even my worst ememyThanks a bunch for getting this matter resolved

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on November 26, Mrs*** reported online, her refrigerator is making noisesThe independent contractors, *** *** was dispatched to the property and found the refrigerator needed a new evaporator cover assemblyOn December 18, *** reported online that the parts have finally arrived*** called the *** residence to schedule but the mail box was fullOn December 19, Mrs*** called in and the rep advised her that *** was trying to reach her to scheduleOn December 28, *** reports online the installation is completeThen on December 29, we were notified that Mrs***’s refrigerator was still making noises*** was sent the dispatch to revisit the homeOn January 2, *** reported they left a voice message with the ***s to call and schedule an appointmentOn January 8, an email was received from the ***s advising *** came out to work on the refrigerator and now neither the refrigerator nor freezer are workingOn January 8, *** reported the main control for the thermistors failed and the parts were orderedOn January 15, *** reported the parts arrived and have scheduled appointment to install for January *** reported parts have been replaced and the refrigerator checks out ok
We do understand how frustrating it can be without a properly working refrigeratorThere are some things that are out of our controlThe evaporator cover assembly, control board and thermistor sensors were all ordered in a timely manner but there can be delays while waiting for the parts to arrive2-HBW apologizes for this inconvenience, however, we would note that pursuant to section B-10; “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.” Home service Agreements are there to get your systems and appliances back to running condition and this is the promise we makeIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThese type of repairs are customary and reliable, and we will guarantee the work for the full term of the AgreementRepairing an appliance will normally take longer than simply replacing it
Concerning the unprofessional phone call Mrs*** had with a customer service representativeWe take her concerns against the representative seriously and can assure her that it is not acceptable for anyone to be discourteousThis matter will be investigated internally so we may make corrections and continue to improve our service
All of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insuredA stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceDue to Mrs***’s dissatisfaction with the independent contractor assisting with the service, the contractor was sent to our contractor relations department to review and address the contractorMrs***’s concerns assists our contractor relations department as to the contractors that do not live up to our expectations
2-HBW apologize to Mrs*** for the experience she has had concerning the delay in the repair of her refrigerator2-HBW is committed to providing superior home warranty protection and customer serviceHer feedback allows our company to serve our customers better
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/07/23) */
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 claim
Thank you for the opportunity to review and respond
We do apologize for any inconvenience that *** ** may have experienced during the clams handling processOur records indicate that on June 23, the independent service contractor *** *** stated that the evaporator coil and condensing coil for the air conditioning system were leakingHBRWC researched the parts that were needed and were advised that the necessary parts had an estimated delivery time of July 15, We would note that pursuant to section B-of the Agreement, "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."
With this said, upon learning of the part delay, HBRWC began to research into the option of replacing the system, due to the quoted part time*** **'s indoor air handler was an apartment style unit manufactured by *** *** a brand that has unique sizing and features compared with standard air conditioning brandsHBRWC contacted a local supply house inquiring about this equipment dailyDespite this due diligence, we did not receive the requested part information until June 30, On that date, the supply house stated that a new air handler was also experiencing a backorder, similar to that of the coils
Upon learning this information, HBRWC did offer *** ** the option of accepting cash in lieu of repairs totaling $1594.09, HBRWC's costs for replacementThis offer was made per A-2a of the Agreement which states, "If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the "DOLLAR LIMIT" reduced by the service fee paid to the service contractor by you."
*** ** determined to proceed with replacement through our company, and the equipment was orderedOur records indicate that the service contractor has received the replacement condensing unit and air handler and that they will schedule to complete repairs once *** ** returns from his travels
We sincerely apologize for the delay that *** ** has experienced with his air conditioning claimHBRWC strives to provide fast, reliable service to our customers and we do empathize with his situationWith this said, on occasion a claim may be delayed due to circumstances beyond our control such as difficulty in obtaining parts
We would like to thank *** ** for bringing this to our attention as we do take these matters very seriouslyWe will continue to work with *** ** and the service contractor towards final resolution when the system is replaced
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on April 23, 2017, Mr*** reported
faucet loose/drain pull broken
faucet loose/broken
shower head faucet dripping/leaking
shower/ faucet makes whistling sound throughout house
Our records indicate network contractors found the pressure regulating valve (“PRV”) had failed and causing high water pressure to enter the homeWhen a PRV fails, continuous high water pressure will cause plumbing valves, faucets, etcto leak throughout the homeThe second contractor ***, replaced the PRV and the cartridges of the two sink faucets in master bath
*** attempted to replace the cartridge on the dripping shower valve but he was unable to get the handle off due to the valves were painted over on the faceplate and handleThey were originally brass and are now bronzeThe technician concluded, this is what caused the handle to be stuckAlso, he advised that since he changed the PRV, that solved a lot of the issues and the shower valve is barely dripping anymore
When the contractor explained the high water pressure entering the home was the probable cause of the numerous valves leakingIt was determine that the valves did not fail due to wear and tearThe leaking valves were the result of the PRV failureIt was explained to Mr*** that consequently damage is not eligible for coveragePer the Agreement under the Terms and Conditions B-which states; “We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage.”
In addition, Mr*** was also explained that the paint is preventing the handle to come off in order for the contractor to replace the cartridgeEven if the cartridge was determined eligible for coverage, we would only be responsible for the cartridge and not the entire valve, as whoever painted the handle and trim plate caused these items to stickThis is described in the Terms & Agreement B-9; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): misuse or abuse,”Mr*** stated he will get his own opinionIf Mr*** decides to get his own contractorWe take every contractors diagnostics seriouslyHowever there are guidelines that must be followed if he decides to get his own opinionWe ask he call into the office and we will be happy to explain and email them to himHe must be sure his contractor’s calls in prior to any work being performed
We do apologize that we could not be of further assistance at this timeHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on June 19, 2017, *** *** reported his air conditioner is not coming on, makes a slight humming noiseThe independent contractor, * * * *** * *** *** was dispatched to the property and reported the indoor evaporator coil and the condensing coil are leaking* * * recommends full system replacementA representative did call *** *** and advised we are moving forward with a full system replacementThis was premature on the representative’s partThe claim was then denied because the contractor had reported both the indoor evaporator coil and the condensing unit had failures and system leakingMultiple unrelated failures could not occur within the days the Agreement was in effectThe claim was denied based on the Terms & Conditions; “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 Agreement.” It was decided to overturn the denial and HBRWC moved forward with a full air conditioner replacementThe home inspection was received and after some discussion, it was determined we would supply coverage*** *** was notified that we are replacing his air conditioner
We apologize in advance to *** ***, if any of our customer service representative(s) were being discourteous, or if some calls were disconnected. This matter is being investigated internally. We value his 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:
Sincerely,
*** ***hen we got the 2-HBW I was told that everything was covered and was assured that it was correctI will not being renewing the warranty with this company because I believe I was lied to about what was covered and what wasn't coveredIf 2-HBW is willing to ensure people know what is covered and won't refund the money paid into warranty then I want an open complaint against the company to stay on the Revdex.com for the next yearsHBW did not have any problems taking out the warranty money every monthThe consumers in the United States are angry about being told one thing and then ensured that it was true and then not backing up what was told to me to buy the warrantyTo me, my opinion, it is like a scam and being lied to to buy a warranty and not backing it up

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on December 17, 2017, Mrs*** reported her garbage disposal was leaking and not working anymoreThe independent contractor, *** *** was sent the dispatchOn December 21, 2017, Mrs*** called in and advised that *** has not called herThe representative contacted *** and they assured us they would call the customer within the next hour and schedule for December or On December 27, 2017, *** reported online that they completed the workIt was not until January 8, 2017, when we were notified that *** was non responsive to the dispatch and falsely reported the work had been completedAnother contactor was dispatched and reported on January 11, 2018, that the garbage disposal has been replaced. Due to ***’s unprofessional behavior, they have been sent to our contractor relations department to investigate and address the contractorWe do thank Mrs*** for bringing this to our attention as it assists our contractor relations department as to the contractors that do not live up to our expectations
We apologize to Mrs*** that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer 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 July 7, 2017, *** *** reported his air conditioner is not blowing cold airThe independent contractor, *** *** to evaluate the air conditioner furtherOn July 13, *** *** reported online; “the condenser fan motor is running loud, air handler not transferring air, refrigerant contaminated, unit is in terrible condition and has a lot of wear and tear and age on itLocated on *** ***Recommending replacement of entire condensing unit and air handler.” The contractor was authorized to replace the system, however *** *** had not provided the specs of the air handlerThe information was received on July 21, and the information was forwarded to parts research to order the correct air handlerA representative of this department confirmed that the equipment has been ordered for *** *** to pick up at a local branch
HBRWC apologizes to *** *** for any experience he had concerning the delay of this claimWhen there is a heat wave throughout the United States, this creates higher than HVAC parts research and purchase orders in the Purchasing departmentThe independent contractors experience an unusually high volume of calls and do not always respond with their diagnostics or additional needed information to HBRWC in the time allotted
This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We regret that we will not be offering a refund as described in his desired settlement as we are not liable for such expenses
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

At this point we have done our due diligence, waited an excessively long time for resolution and have experienced deplorable customer serviceWe would just like the unit replaced or that they provide us money commensurate to the cost to replace and we will do so ourselves

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
An email was received with the invoice for the reimbursement for the portable ac unitsThe $has been reimbursedThere was a buyout acceptance of the $1,offer maximum which has also been reimbursedA response email has been sent explaining when the checks will be receivedThe claim maximum has been exceeded by $1,There will be no further payment toward the installationWe respectfully request the Revdex.com to consider this matter closed
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

I inquired about information about a home warranty from Home Buyers Warranty in the month of August when they take a payment out and was suppose to send me paperwork To look over and sign and giving me the details about the warranty and about the warranty cancellation policyWhich I never received I contacted Home Buyers Warranty first to try to resolve the problem before contacting my bankI was told by several of their representative that they wasn't going to give me my money back and that my monies I paid was going to be used for everyone else repairsWho had a contract with them after they took the second payment I told them not to take any other monies out of my bank accountThey took a third payment out even when my bank put a stop payment they went and made a one time unauthorized paymentAt that point I was told by my bank to close that card outWhich I did I have since received a letter from Home Buyers Warranty where they stated they were trying to take out more monies my account and that they were cancelling contract for non- payment forThe letter is dated 11/03/payments were due on the 19th of each monthThey shouldn't be trying to take monies out of my account no payments was reverse I was sent a email from one of representative but that was after my bank was already contacted and temporary credits issuedi just spoke to another representative by the name of *** *** who stated they were going to not send money back to the card but was going to send me a check to give to my bank that never happen

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 on September 16, 2016, Dr*** reported his bathtub pump is not turning on and it is leakingThe Independent contractor, *** *** reported the leak is coming from the air valves for the jets in his *** bathtubPer the Agreement on page under Plumbing Included: “Buibathtub *** motor and pump assemblies”These are the only items listed as covered for *** bathtubsThis style of valve for the jets is also not listed as covered in the AgreementPer the Terms & Conditions “We provide service for covered systems and/or appliances: are specified as “included” in the trade sections on pages 3, and If a system or item is not specified as “included” then it is not eligible for service;”
HBRWC would like to apologize for any inconvenience Dr*** may have experienced. We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at 2-Home Buyers Warranty of Virginia, Inc(“HBWVA”) 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 respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on January 6, 2016, *** *** reported the current temperature outside is degreesHis heat pump thermostat is set at degrees, the heater has not been able to keep up with the cold temperature and has not reached insideThe air coming from the vents is not hotThe independent service contractor, All Star Appliance Service (“All Star”) was dispatched to the property to evaluate the heat pump furtherOn January 8, 2016, All Star reported the system is years old and is working as best as it canThere are no issues foundOn January 19, 2016, Mr*** reported the same issue and a recall dispatch for All Star was sent to themAll Star declined the dispatch reporting there is nothing further they can do, noting the same diagnosis as aboveIt was decided to dispatch Independent service contractor, Residential Systems Inc(“Residential”)They also found there were no mechanical failures to the Heat Pump systemThe technician did find the thermostat wasn’t set up correctlyIt didn’t bring on the auxiliary heatThe technician reported he did the repairThe only issue found was with the thermostatBoth Independent contractors reported no failures to the heat pump systemAge of a system is not a reason to replace itIf Mr*** would please refer to his Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: which do not operate correctly due to wear and tear;” It should also be pointed out that regardless of the age of the heat pumpHeat pumps are only effective to about degreesAnything lower than that, you have to use your auxiliary heat (backup heat)The reason for this is that when the outdoor air temperature gets too cold, the unit cannot extract as much heat from the outdoor air to keep up with the heating demandTherefore the auxiliary heat will kick in to attempt to reach the desired temperature of the thermostat settingAuxiliary heat are electrical heat strips located inside the air handlerSimilar to how a space heater works but on a much larger scaleWhen temps remain too cold for the Heat Pump system to operateThe auxiliary heat will continue to operate and this can increase an electrical bill by a large amountWe regret that we cannot replace Mr*** heat pump system based solely on ageHBWVA would again like to apologize for any inconvenience Mr*** may have experienced. We would like to thank him for bringing his concerns to our attention as we do take these matters seriously. Sincerely, Office of the President 2-Home Buyers Warranty of Virginia, Inc

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
The Agreements do change annualThere is an option called the HVAC Plus that now must be purchased in order to have the 410a coverage up to the $limit*** *** did contact us and he explained that a sales representative explained this was still in our base coverageWe could not locate the recording of the conversationTherefore the representative added the HVAC Plus and back dated it so the $would apply to this claim*** ***’s out of pocket cost dropped by a $Refrigerant recovery of the old refrigerant is not a 410a issueRefrigerant is a hazardous material and must be handled as suchPer the Terms and Conditions; B-“We do not remove any hazardous materials including asbestos; do not transport or store any hazardous materials”In order to have refrigerant recovery eligible, the Supreme Protection option must be purchasedThis option was not purchased with this Agreement and this cost is not eligible
2-HBW apologizes in advance if the sales representative assisting him gave him misleading informationWe regret, we are unable to reimburse any additional amount as the $limitation of the HVAC Plus has been reached
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation