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 May 31, 2016, *** *** reported her air conditioner is not blowing cold air
Independent service contractor, *** *** *** was dispatched to the home and reported the system was low on Freon and added leak sealOn the second visit, the technician, replaced the contactor, capacitor and wiring harnessThe leak seal did not hold and the technician found a leak in the condensing coil*** reported they found multiple leaks in the condensing unit and no leaks in the evaporator coilHe further stated the evaporator coil is not compatible to the new seer condensing units made now
The existing coil, due to its age is not compatible with the new ratings of the seer condensing units made todayPer the Terms and Conditions of the Agreement, section B-which states; “We are not responsible or liable to upgrade equipment, components or parts due to: (a) the incompatibility of the existing systems and appliances with the replacement system, appliance or component thereof; (b) any type of chemical or material needed to run the replacement systems, appliance or component including, but not limited to, differences in technology, refrigeration requirements or efficiency; or (c) mandates by federal, state or local governments.” This means that *** *** would be responsible for the costs of replacing the coil inside the home
A representative of this department has been working with *** *** and they have come to a mutual resolution concerning her out of pocket costsHBRWC would like to apologize for the delay of this claim and any inconvenience *** *** may have experienced. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) which became effective on October 30, and applicable claimThank
you for the opportunity to review and respond
Our records indicate on October 31, 2016, Mr*** reported online his water heater was leaking from the bottom and top and started leaking heavily and flooded the garageThe independent contractor, *** *** was dispatched and reported the water heater is leaking internallyIn the contractor’s professional opinion, the tank was most likely leaking prior to the warranty effective dateThe claim was denied based on the Agreements 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 period.”
Mr***’s desired settlement is to replace his water heater or cancel his Agreement and receive a full refundOn November 2, 2016, a cancellation request was received by Mr*** and a full refund was processedHBRWC would like to apologize for any inconvenience Mr*** may have experienced.
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”) that became effective April 14, and applicable washer
claim that was placed April 18, 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 April 18, 2016, *** *** reported the washer is not advancing through the cycles and getting an Ferror codeThe independent service contractor, Friday Appliance Service was dispatched to the home and reported there were multiple unrelated failures to the washerThe interface control was not working, the inlet valve is leaking and the flow meter is not respondingIn the contractor’s professional opinion, the washing machine was not in good working order at the beginning of the AgreementIt was determined that the unrelated failures could not have occurred within the four days of the Agreement*** *** was notified that the multiple failures to the washer predated the Service agreement and was not eligible for coverageIf *** *** would please refer to the Terms & Agreement under section which states, “are in place and in good and safe working order with no pre-existing defects at the beginning of the service period(Detectable pre-existing defects or deficiencies are not covered by this AgreementIf on the effective date of this Agreement, the defect or malfunction of the covered system or appliance would not have been detectable by either visual inspection and/or simple mechanical test, the defect or malfunction will be serviced.)” It was confirmed with *** *** that there was not a visual inspection or a simple mechanical test done on the washer and the home inspection does not mention the washerAs a gesture of goodwill, the reimbursement of her $service fee has been processed and accounting has been notified to cancel the Agreement on a flat rate basis (full refund)She can expect to receive the checks within business daysWe apologize that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We thank *** *** for bringing this to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closedSincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 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

Complaint: ***
I am rejecting this response because: I have not received the reimbursement 2-Home Warranty claim they sent
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 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

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 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

Final Consumer Response /* (2000, 5, 2015/11/23) */
From: *** (mailto:***@yahoo.com)
Sent: Monday, November 23, XXXX X:XX AM
To: Revdex.com
Subject: RE: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-X-XXX)
Please cancel this complaint as I have spoken to their CEO
and they are going to honor their contract and sending a check tomorrow, Tuesday
Thank you,
*** ***
Original message
From: Revdex.com
Date: 11/23/XXXX X:XX AM (GMT-06:00)
To: *** *** ***
Subject: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-X-XXX)
Complaint ID#: XXXXXXXX
Business Name: 2-Home Buyers Warranty
Thank you for contacting your Revdex.comWe received your complaint on November 18, and have assigned it case# XXXXXXXXin our filesPlease make a note of this number for future reference
Your complaint has been applied to the following business:
2-Home Buyers Warranty
XXXXX E *** Ave., Suite
Denver, CO XXXXX-XXXX
We reviewed your case and have forwarded it to the business for their responseThis business has until December 14, 2015to respond to your complaintIf they do not respond by this date, a second letter will be sent
We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaintTo view the details of your case please go to the following website address:
***
Use the following to login:
Case ID: XXXXXXXX
Password: ***
Please understand that your complaint and the business response will be publicly posted on the Revdex.com websiteBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessWe may edit your complaint to protect privacy rights and to remove inappropriate language
Your Revdex.com appreciates the opportunity to work with you and the business to resolve this matter efficiently and to your mutual satisfaction
Sincerely,
*** ***
Trade Practices & Helpline Specialist
***@denver.Revdex.com.org
XXX XXX-XXXX
XXX XXX-XXXXFax

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

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

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”)Thank you for the opportunity to review and respond
*** ***’s Agreement became effective August 26, The air conditioner claim was placed May 27, The Agreement expired on August 26, *** *** decided not to renew her Agreement Our records indicate on May 27, 2015, *** *** reported her system is not blowing cold AirIndependent service contractor, American Air Heating & Cooling was dispatched to the home and inspected the air conditioning systemThe technician found the unit lbslow on R-refrigerantHe located the leak in the Schrader valve and he replaced the valveCharged the system with 2lbs of R-refrigerant, cycled system and found the system functioning properlyHe recommended cleaningAmerican Air was paid for this service less the *** ***’s service fee by HBRWCThis claim is months oldMany other issues can occur within this time frameIf *** *** would please refer to her Agreement under page 3; How do I request service? “Parts and labor are guaranteed for days on authorized service requests.” This means *** *** would need to report any further issues within days of the May claim date*** *** has not had coverage with HBRWC for monthUnfortunately since *** *** did not renew her Agreement, there is nothing further we can do 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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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