2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms***. Thank you for the opportunity to review further
Our records indicate that Ms*** was told she would be reimbursed the full $All that is normally required to cancel an Agreement is an email to ***There is no paperwork to fill outInstead Ms***’s went through her bank to dispute the chargesWhen this occurs, each monthly bill needs to be charged back after being individually disputed by *** ***of the charges (August & September) have been disputed and credited backAccounting is waiting on September’s dispute so it can be reimbursedWe are not attempting to take money out of her account*** was not aware that the process of crediting her accounted had already startedWe would not be able to send a check because the account has already been creditedAccounting has not heard from Ms*** as we requested she call in our previous responseAnother call was placed to Ms*** to explain the processA voice mail was received and a message was left to please call the accounting department at ###-###-####, as they would be able to better explain how the process works and to address any questions 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 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 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 Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on August 15, 2016, Mrs*** reported the air conditioner is not blowing cold airThe independent service contactor was dispatched and reported the system was lbslow on refrigerant due to a leak in the evap coil which is located inside the air handlerOn August 17, 2016, the contractor was authorized to replace the coilDue to the coil is located inside the air handler, it has to be an exact matchWe were able to locate it and submit the order to *** on August 17, The supplier gave an ETA of August 29, and were given instructions to be shipped to the contractors shopThe purchasing department called the contractor on September 9, to find they had not received the coil yetThe coil and drain pan was tracked and found that *** had mistakenly had this on will call (contractor pickup) and not shipped to the contractor’s shop*** shipped the coil and drain pan to the contractorThe contractor received the parts on September 13, If Mrs***, would please refer to her agreement under 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.” Even though HBRWC is not responsible for the delay in the equipment order, it was decided to pick up the $in the out of pocket charges that the Agreement would not ordinarily pick upThe contractor reported the work has been completed
In addition, Mrs*** is seeking compensation due to the delayIf she would please refer to B-“We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage.” This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns, and is not intended to provide for financial restitution
We regret we will not be offering any further compensation to Mrs***HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the AgreementWe would like to apologize for any inconvenience Mrs*** has experienced due to the delayWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our service
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/12/04) */
The Office of the President at 2-Home Buyers Resale Warranty Corporation ("2-HBW") 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 sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on August 11, 2015, *** *** reported his Air Conditioner would not turn onThe independent service contractor *** Heating & A/C Inc*** was dispatched to the property to evaluate the claim furtherOn August 13, 2015, *** found the amp disconnect (shut off switch) had overheated*** replaced two amp fuses and added pound of Freon
On October 20, 2015, *** *** set up a possible recall for *** because he was having issues with the Air Conditioner again*** went back to the property on October 22, and found the system lbslow on Freon with multiple leaks in the evaporator coil
On October 29, *** *** called back concerned because Georges was replacing the disconnect for the 2nd time due to overheating/melting and he was concerned this was a fire hazardIt was explained to Danial *** that replacing the evaporative coil should fix this problemThere were $in duct modifications required to accommodate the new evaporative coil
The Duct modifications are not eligible for coverage pursuant to the Terms & Conditions of the warranty B which states, "When replacement systems or appliances of identical dimensions are not readily available, we are responsible for installation of "like-kind" equipment but not for the cost of construction or carpentry needed because of the different dimension."
On November 15, 2015, *** *** accepted the $in non-covered charges and the evaporator coil was orderedThe evaporative coil installation is scheduled for Friday December 4, 2-HBW will continue to follow up with *** *** and the contractor to insure everything is completedThe Office of the President has reached out to *** *** and provided a direct contact should he have any further questions or concerns in the meantime
As a goodwill gesture and not by any admission of liability, 2-HBW has determined that we will offer to pay for *** ***'s non-covered charges of $for the ductwork modifications2-HBW will pay this directly to the contractorMrand Mrs*** were informed of this
2-HBW would again like to apologize for any inconvenience *** *** may have experiencedWe would like to thank *** *** 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

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 8, 2016, *** *** reported her refrigerator is icing upIndependent service contractor, *** was dispatched to the home and reported the water valve and secondary water valve failed and the parts were ordered and installed*** was recalled back to the home on May 27, This time they found the defrost timer had failedThen they found the solenoids are not shutting off the valves causing the leakageThe parts were ordered and installedOn July 11, 2016, *** *** was still having problemsA second opinion, *** *** was dispatched and reported the control board and damper is the cause of the issueThe parts were ordered and the repairs were completed on August 17, The refrigerator was still not working as it should and it was decided to offer *** *** a comparable replacement or a replacement buyout*** *** decided to take the buyout offer
HBRWC apologizes to *** *** for the experience she has had concerning the delay of her refrigerator claimEach time the contractors found that the refrigerator just needed some minor parts to repair itNormally this would not justify the replacement of a refrigerator so the repairs are approvedUnder this circumstance, each time a minor repair was made, it seemed to cause additional issues or issues that were not caught previouslyWe regret we cannot offer any compensation for loss of foodThis is specified in the Agreement under the Terms & Conditions B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to
review and respond
Our records indicate on Friday, December 22, 2017, Mr*** reported online, his heat pump short cyclesThe independent contractor *** *** * *** was sent the dispatchOn December 26, 2017, Mr*** called in and stated he had not heard from the contractorIt was explained that due to the weekend and holiday, this would cause some delayThe representative called *** and they said they could make it out today to service
Then on January 8, Mr*** notified us online that his heat pump was still having issueHe explained his frustration with *** and requested not to assign themThe independent contractor, *** *** was dispatched to the property and reported the compressor will not come on*** *** did not have all the information to order a new compressorAfter we received the additional information from *** *** *** was authorized to replace the condensing unit and the information was sent to our parts research teamAfter the compressor was priced out, it was determined we would replace the outdoor condensing unit but *** had not given us his cost for replacementWe acknowledge this did cause an additional delayThe condensing unit was ordered to be shipped to the contractors shop*** HVAC called in and advised that no one was at the shop to accept the shipment so the contractor was told to go pick it up at the supplierWhen *** HVAC called the supplier, they told him they did not have the orderA new order had to be placed and *** HVAC agreed to pick the condensing unit up*** HVAC has reported that the condensing unit has been installed
We do apologize for any inconvenience and delays that Mr*** 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 We sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on January 26, 2016, *** *** called in his fire alarms aren’t up to codeThe independent service contractor, Triple-R-Electric Incwas dispatched to the property to evaluate the smoke detectors furtherOn January 26, 2016, HBRWC received the diagnostic report from Triple-R-Electric Incindicating the house is not up to code and the smoke detectors are too close to the air conditioning air return ventsThey need to be moved three feet away for the air conditionerThe hard wired smoke detectors are eligible for coverage when there is a mechanical failure from wear and tearHowever, there were no failures to the detectorsPursuant to the Terms & Conditions“We provide service for covered systems and/or appliances that: Do not operate correctly due to wear and tear;”Concerning the code coverage, under page of the Agreement, it is explained in the "More Info to Know" section where it states, "At times, State and Federal agencies will pass laws, or regulations, that change what is required when replacing part, or all, of a system such as heating, air conditioning or electricalWe will cover costs related to the failed item, but not costs related to the additional government requirements, except where noted." This is also stated under the Terms & Conditions, B-“We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliancesCorrections to code violations are covered up to $per Service Agreement, when the Supreme Protection option is purchased.” This means that the $code coverage is additional coverage meant to offset Mr*** out of pocket costs in the event an eligible part or equipment must be repaired or replaced due to wear and tearHBRWC does take Mr*** concerns seriouslyHis $service fee has been reimbursedIn addition, as a gesture of goodwill due to his misinterpretation of the contract language and not by any admission of liabilityHBRWC has offered $(50%) of the code coverage to put toward the movement of the detectorsHe was notified of this and he accepted our offerWe apologize for any inconvenience experienced by Mr*** during the claim handling process. We would like to thank Mr*** for bringing this to our attentionWe look forward to serving 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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond
HBRWC would like to openly apologize for the inconvenience Mr*** had experiencedMr*** claim was denied based off what the contractor verbally told a representativeWhen the contractor was asked if the issue was due to wear and tear, the contractors response was no but considered a manufactures defectA representative of this department called Mr*** and the representative agreed that this should not have been deniedIf an item is a manufactures defect, it would appear soon afterMr*** has been with HBRWC since The representative and Mr*** came to a satisfactory resolution
Sincerely,
Office of the President
Home 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 the *** may have experienced during the claim handling processOur records indicate on January 3, 2016, *** *** contacted HBWVA and reported his furnace was not turning onThe independent service contractor, Idove HVAC Services Inc(“Idove”) was dispatched to the property to evaluate the claim furtherOn Sunday, January 3, 2016, Idove called in to report that this is a 96% high efficiency furnaceThe pressure (safety) switch was not opening causing the unit not to turn onThey needed to contact the manufacturer “Carrier”, concerning the partThe manufacturer is closed on Sunday’sOn Monday January 4, 2016, Idove called back and indicated the pressure switch was under manufacture warranty and he was going to call us back with the cost of the processing fee*** *** was called right after, with a status updatehours later, Mrs*** called stating she had an infant in the home and it is presently degrees and it will be degrees tonightA representative tried calling Idove, but there was no answerThe customer requested another contractorThe representative dispatched an additional independent service contractor ICE Heating and Cooling (“ICE”)On January 4, 2016, ICE also found the pressure switch was not closing and needed to be replacedICE was authorized to replace the switchICE called back stating after the technician replaced switch, he found the computer modulating inducer blower motor was stuck on low speedThe inducer blower motor needed to be replacedThis information was sent to our inquiry department for further analysis to repair or replace the furnaceOn January 5, 2016, it was determined that we would replace the inducer blower motor and the motor was orderedAs stated in the Terms & Conditions, “We solely determine whether covered systems or appliances and their components will be repaired or replacedOn January 6, 2016, Carrier advised that the incorrect motor was ordered, the correct motor was ordered immediatelyIt was found that the motor was not in stock locallyThere would be a 2-business days for transfer from another branchA representative called ICE to see if they could locate the motor locally, but their suppliers were out of stockWe do acknowledge that there was a one day delay due to the incorrect motor being ordered and we empathize with the *** situation. However, the additional delay due to the part not being available locally, pursuant to section Bof 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." On January 7, 2016, the *** were offered $to put toward temp heating, such as space heatersOn January 8, 2016, it was confirmed that the motor was ready for pickupICE was notified and the repairs were completedOn January 9, 2016, a representative called and spoke with MrsCassavellaShe verified repairs were completedOn January 11, 2016, we were notified the furnace was not working againA recall to ICE was set upThe technician found the high limit switch had failed to close, causing high pressure with the unit which he states caused a clogged heat exchangerThe heat exchangers were under manufacturer’s warrantyICE swapped out and replaced the primary and secondary heat exchanger under manufacturer’s warrantyAfter repairs were made, ICE found the secondary heat exchanger was holding water and boilingHe believed the heat exchanger was defectiveAt this time, we decided that replacement of the furnace was in orderWe offered the *** a replacement furnace or a replacement buyoutThe *** took the buyoutIn response to *** ***’s question concerning possible restitutionIn the Terms and 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.” The Office of the President contacted the *** residence and spoke with Diana *** to see if the buyout check has been receivedShe has not yet received itShe was given a direct contact to a representative if she does not receive it within a few daysHBWVA would again like to apologize for any inconvenience the *** may have experienced. We would like to thank them for bringing their 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 (“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 31, 2017, *** *** reported online, her air conditioner would not turn onThe independent contractor, *** *** * *** *** * *** was dispatched and reported the fins are falling off, creating high head pressure and causing system not to cool, needs new condenserOur parts inquiry department tried several times to contact the contractor as to why the condensing coil could just be replaced and also needed the model and serial # that was not providedOn August, 14, 2017, the contractor responded online, advising repairs would not hold if just the condensing coil is replacedOn August 16, the order to replace the condensing unit was sent to purchasingPurchasing placed the order for a *** Condensing unitOn August 21, 2017, the contractor reported the *** has no record of the order*** *** claim was forwarded to the escalations divisionShe spoke with *** and found the condensing unit was ready for pickupThe contractor and *** *** were both updatedThe contractor reported the installation was complete on August 23, The representative picked up *** *** out of pocket costs
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 the independent contractor, *** was dispatched to the property to evaluate the air conditioner*** *** requested another contractor as neither HBRWC nor he could not get a hold of ***The independent contractor *** *** was then dispatched to the homeOn July 27, 2017, a representative spoke with *** *** about his experienceThe representative was able to contact both *** and *** *** and they both reported the coils are leaking*** *** agreed to do the work and would update all information on the online portal for approval*** *** service fee was refundedHowever *** *** then was being non responsiveThere were many attempts to get their pricing and the equipment needed to complete the work*** *** was sent to our contractor relations department to contact the ownerContractor relations also found that *** *** was being non responsive and located another independent contractor, *** *** ***. *** *** and *** are both being investigated by contractor relations as to their unprofessionalism causing an extreme delay in *** ***’s claim*** has scheduled with *** ***
We do apologize for any inconvenience and delays caused by the independent contractorsWhen bought on board, the independent contractors guarantee they will provide our customers fast, reliable, professional serviceAs explained in the Terms & Conditions; B- “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” Even though we are not responsible for an independent contractors actions, we will do everything possible to expedite the service
HBRWC is committed to providing superior home warranty protection and customer service. His customer service concerns enables us to make corrections and continue to improve our serviceWe value *** ***’s business and we look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 7, 2015/08/05) */
August 4,
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by *** *** on July 21, Thank you for the opportunity to review and
respond
We do apologize for any frustration or inconvenience *** *** may have experienced during the service request handling processThe parts and response time issues have been investigated further internally by our company to enhance our service request handling process
In *** ***'s inquiry she mentioned incorrect coils being ordered, being misinformed about repairing and replacement options, expediting parts, requesting copies of phone records, having the air conditioning unit replaced and the service contractor being authorized to pick up the equipment rather than shipping and the time frame of the service request being placed and completion
After careful review, HBRWC confirmed that we received the diagnosis that the evaporator coil was leaking on June 22, We authorized the independent in network service contractor, *** *** and *** to replace the evaporator coil and submitted the part orderUnfortunately, there was difficulty locating an evaporator coil with the most similar dimensions as the failed oneAfter multiple attempts to locate, order and obtain the evaporator coil for *** *** we authorized the service contractor Mertz Heating and Cooling to replace and provide the evaporator coil
Regarding *** *** mentioning being provided misinformation about repairing and replacement options, the information provided to *** *** regarding repairing and replacement options has been investigated further internally within our company
We received the diagnosis that the compressor was failed on July 18, We had requested an inquiry with our purchasing department to determine repairing and /or replacement optionsWe determine if we are repairing or replacing pursuant to the Limited Home Service Agreement ("Agreement") section Bwhich states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." In succession to performing another careful review of *** ***'s service request we confirmed there were issues involving the compressor that was ordered being faultyAfter further review we did authorize *** *** and *** to replace the condensing unit
In regards to expediting parts, unfortunately we are not able to overnight heating, ventilation and air conditioning partsThe time frame that a supplier, factory, or manufacture provides the necessary parts for repair, or replacement is beyond our controlPursuant to the Agreement section B9; "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
In *** ***'s inquiry she requested to be provided phone records in relation to her service requestWe apologize that we do not provide phone records nor any/all records considered to be proprietary information
Regarding equipment being picked up, or shipped, there are multiple factors utilized to determine those optionsOne is the availability of parts at the local suppliersFor Ms***'s service request the condensing unit was shipped rather than being picked up locally
We have authorized reimbursements to Ms*** in the amounts of $100.00, service fee as a goodwill gesture, authorized a goodwill gesture of $200.00, for temporary cooling per her providing us the purchase receiptsWe have also authorized a goodwill gesture for the non-covered costs of $100.00, payable to Mertz Heating and CoolingIt's our understanding that the condensing unit and evaporator coil have been replaced
We thank you for your understanding concerning this matterWe do take these matters very seriously and we thank you for bringing these concerns to our attention
Sincerely,
***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 9, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did receive a new condensing unit on the afternoon of 07/29/We did receive the refund of $for the service feeIt is 08/18/and we still have not received the refund of $for the temporary coolingI was told by one customer service that we should receive the $refund by 8/12/I spoke with *** on 8/13/at 4:00pm and he stated that the refund check was mailed 8/3/and that we should receive it by 8/18/It is 8/18/and we still have not received the $refundI just spoke with *** in accounting, on 8/18/at Per *** accounting, the invoice for the temporary cooling unit was never forwarded to accounting therefore, the refund has never been processed yet, there was never a check mailed even though two different customer service reps said that it was mailed on 8/3/Per *** they will submit and should process the refund this Thursday, August 20, and it can take up to ten business days to receive the refund
Final Business Response /* (4000, 11, 2015/08/27) */
The Office of the President at Home Buyers Resale Warranty Corporation apologizes for any miscommunication that may have occurred, causing further inconvenience to Ms***At the time the initial response, our records indicated that the invoice for the $reimbursement had been correctly forwarded, and that information was incorrectThis error was corrected on August 18, 2015, and Ms*** may expect to receive the check in the mail sometime between August 26th and August 29th
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Final Consumer Response /* (2000, 13, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have finally received everything that they promised me

We can definitely understand the homeowner's concern and frustration and for that we are truly sorry.We have reviewed the claim and after further investigation, the contractor should have reported the unit was pounds low on refrigerant on their first visit. The
contractor did not report anything to us but added the refrigerant. When the claim was set up for a recall, the contractor found the compressor locked up. This time the contractor called in his findings, so at that time the claim was determined to not be covered for not being in place and fully operational on the effective date.The contractor affecting repair by adding refrigerant added another layer to the claim. Therefore after reviewing, we are providing coverage and ordering the compressor to affect the repair. The unit is under manufacturer's warranty so we are working with the contractor to obtain the compressor and make the repair. We have contacting the homeowner to explain the claim has been overturned and the next steps in the process

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on August 8, 2016, Mrs*** reported her toilet is leaking at the baseThe independent contractor, *** *** *** was dispatched to the home and found the toilet was leaking at the base because the bolts were loose causing the leakThe technician replaced the wax ring and bolts, reset the toilet and testedOn September 7, 2016, a recall visit was sent to go back to the homeThe technician found the same toilet leaking from the tank to bolt kit leaking which was a different failure than the first issue
An email was received from Mrs*** on September 14, because she believes the contractor caused the consequential water damage and not a licensed plumberIt was explained the Agreement is not responsible for consequential damageB-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
An additional email was sent to Mrs***,
“Hello Ms***
We can assume consequential or contractor performance in either situation but we are trying not to do that. That is why we have tried to gather facts.
We are not an insurance company, we are a limited service agreement. Therefore we do not send someone to the home to assess property damage. We either ask you to contact your insurance company for consequential damage or we reach out to the contractor to resolve the issue if he appears to be at fault
Our contractor relations department located the contractor’s license number. The technician is not required to be a master plumber to perform a toilet reset. They also can operate under the license number of the master plumber
With that being said, we are not finding an un-licensed contractor.
At this time, we cannot find cause to research this further for contractor performance causing property damage but rather you may want to reach out to you insurance company to place a claim with them for consequential damage. If they feel the contractor in fact is at fault, they can reach out to us with reason and we can look to release the contractor’s insurance.”
On September 23, 2016, HBRWC released *** ***’s insurance to Mrs*** since she is blaming them for damages to property damage
I would like to point out that the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCCircumstances such as this, is the reason we make sure all of the independent contractors we contract with on pricing, are licensed and insuredMrs***’s dispute is with them and their insurance company and not HBRWCWe ask her to resolve the matter directly with them
We regret that we will not be refunding for her prior service agreementsMrs***’s present agreement has expired and we will not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/08/13) */
The Office of the President at 2-Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by *** ***We have located Ms***'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 Ms*** may have experienced during the claim handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWith this said, we regret that there are sometimes delays based on availability of the parts and the contractors schedulingSection B-of Ms***'s Agreement does state, "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, HBRWC does acknowledge that the delay while the replacement compressor was researched was excessiveWe are very sorry for this, and will have the matter evaluated internally to determine why the delay occurred and how to prevent such delays in the future
The $that Ms*** is referring to is for non-covered charges associated with the replacement of her failed compressorThis is broken down into the following charges: $vacuum and recover the refrigerant from the system, $piping modifications, $flush the line setWe regret that these costs are Ms***'s responsibility and will not be waived or reimbursed
Recovery the refrigerant and flushing the line set was not eligible per section B-which states, "We do not remove any hazardous materials." Similarly, the piping modification charge was not eligible pursuant to section B-2: "When replacement systems or appliances of identical dimensions are not readily available, we are responsible for installation of "like-kind" equipment but not for the cost of construction or carpentry needed because of the different dimensions."
Our records indicate that repairs were completed by July 19, 2015, and that Ms***'s system is currently operationalWhile HBRWC did reimburse Ms***'s service fee due to the delay, the non-covered charges were not waived
We would like to thank Ms*** for bringing this to our attention as we do take her concerns seriouslyWe look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by *** ***Thank you for the opportunity to review further Here is how the buyout was arrived at using the independent in network service contractor $- Labor to install equipment and code upgrades $- Ton Lennox evaporator coil $- Ton Lennox condenser unit -$ - Service fee ---------------- $TTL BUYOUT that *** *** accepted The independent service contractors that HBRWC utilizes are all independently owned and operatedWe work with these in-network contractors and the labor pricing is agreed upon in advanceDue to the extremely high volume of HVAC equipment HBRWC purchases from certain manufactures, our costs of the equipment is much lower than retail costWith the agreed labor pricing we have with our in-network service contractors along with the cost HBRWC receives on HVAC equipment, it is not out of line to say that we can replace the system for the buyout amountTo be clear, if *** *** were to contact one of the contractors we utilize outside of the service agreement, they will charge retail as any other contractorIt is only with us that we get that pricing *** *** states that she notified us that this was not a final settlementThis is not notedWe would refer *** *** to our previous responseThis offer was made pursuant to the terms and conditions of *** ***’s Agreement in section A where it states, “In some instances we may pay cash instead of performing a repair or replacement service… If we elect payment, the amount will be the amount we pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than your retail cost).” The buyout check is a final settlement, it is also stamped on the check *** *** had receivedAll buyout checks are stamped as “By acceptance and endorsement of this check payee acknowledges it as full and final settlement of all sums whatsoever due and payable on this covered system from Home Buyers Resale Warranty Corporation or any affiliated company.” HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We respectfully request the Revdex.com consider this matter closed 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 rebuttal submitted by *** ***. Thank you for the opportunity to review further
We would refer *** *** to our previous response in which we indicated the recall period is for days after the Agreement has expiredThere was a difference of months from when the Agreement expired on June 4, and when she called in on September 10, If an Agreement is renewed, it is considered continuous coverage and would not be a pre-existing condition
We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decisionHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/24) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by *** ***We have located *** *** 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 processOur records indicate that HBRWC attempted to locate a service contractor in a timely mannerAs *** *** states in her complaint, this was not successful and we requested that she obtain a service contractor herselfWhile HBRWC tries to minimize occurrences in which we must request this of a customer, on occasion it is necessaryFor this reason, section C-of the Agreement 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 and call us for prior authorization to perform serviceYour service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements."
If *** *** wishes to cancel her Agreement, we ask that she submit this request in writing to ***@2-10.comShe will receive a reimbursement pursuant to section I-of the Agreement which states, "If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement less any repair costs incurred by us will be refunded to the party purchasing the Agreement." We regret that we will not be able to offer reimbursement for the cost of her Agreement should *** *** wish to continue with our company
Our records indicate that *** *** was able to locate a contractor who made repairs under the equipment's manufacturer warranty free of chargeWe again apologize for any delay incurred during this processHBRWC would like to thank Ms*** for bringing this to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs
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.)
I am not satisfied with the response or reliability of 2-and their practicesWhile I have had the issue of my AC being fixed this was the third time 2-has yet to provide any serviceI asked 2-not to schedule an appointment after my Revdex.com claim and they called and tried to schedule an appointment times, each time I told them not toTo the point of harassment; the only reason they stopped is the fact that I had to say exactly that I was having it repaired by another companyI tried to contact their CFO and received no responseI am not satisfied with the pro-rated refund as they have not provided any service on any my AC complaintsApologizes, poor service, harassing calls and sectioned quotes from your warranty do not constitute service at any level and I am not agreeing to their dismissal of my complaint or refund request
Final Business Response /* (4000, 9, 2015/08/20) */
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
We regret that the pro rata refund will not be increasedAs Ms*** noted, HBRWC attempted to reach out to her multiple times to offer assistance on her air conditioning claim, and she declined this assistanceWhat is more, Ms*** placed a total of claims with our companyWhile we did not pay any dollar amount to a service contractor for her air conditioning claim, payment was issued for the other claims in placeAs such, the pro rata amount deducted the costs associated with the five other claims and was also based on the amount of time remaining on her Limited Home Service AgreementWe would reiterate that section I-does state that we will not offer a full refund when the Agreement is cancelled at the request of a customer
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation