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 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

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

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, 4, 2015/06/23) */
The Office of the President at *** ("***") is in receipt of the inquiry submitted under case number XXXXXXXX by ***We have located Mr*** Limited Home Service Agreement
("Agreement") and applicable claimThank you for the opportunity to review and respond
We do apologize for any frustration or inconvenience that Mr*** and his family may have experienced during the claims handling processOur records indicate that on *** 29, the independent service contractor *** was at the home and reported that the blower assembly's blades had failed and would need to be replacedThis was an Original Equipment Manufacture (OEM) part that had to be ordered from the manufacturer specifically for Mr*** unitAfter verifying which part was needed, this was ordered on June 5,
The supply house indicated that the part would arrive at the contractor's shop by June 9, We regret that they did not arrive as scheduled, and apologize for the delay that occurred as a resultThe contractor did receive the part and reported on June 17, that they replaced the blades
On June 18, Mr*** stated that the system was still not operational*** returned to the home and determined that the condensing fan motor would also need to be replacedThey were authorized to replace this partOn June 19, the contractor reported that the part was installed and the system was operational
We sincerely apologize for the inconvenience that occurred due to the part delayWe would note that section B-of Mr*** Agreement states that, "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, *** strives to provide fast, reliable service and acknowledge that the delay that occurred was unacceptableWe will have this matter reviewed internally to assist in preventing such delays from occurring in the future
We would like to thank Mr*** for bringing his concerns to our attention, as we do take these maters seriouslyWe look forward to serving Mr*** future warranty needs
Sincerely,
***
Office of the President
***
Initial Consumer Rebuttal /* (3000, 6, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they did not want to pay 800$ that their distributor wanted for the part, they told me and the tech from *** thisBecause of their lack of caring for the customer but instead of caring for money my family went days with no air conditioningthis company *** is full of lies and rhetoricI am only of many customers that this company has failedYou have the means to check this outplease do so this company will be forced to do what is right
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 8, 2015/07/11) */
The Office of the President at *** is in receipt of the rebuttal submitted by *** ***We disagree with *** ***'s statement that *** refused to allow the independent service contractor *** *** *** supply the partOur records show that *** *** *** was contacted twice and asked to supply the partThey declined this, and instead requested that *** order the partSince the contractor requested this, we regret we have no information as to whether or not the contractor would have been able to supply the part sooner
We apologize for any misunderstanding that *** *** may have received from *** or the contractorWe would reiterate that the repairs were completed by the contractor once the part arrived at the supply house, and that our records show the system is currently operational
Sincerely,
*** ***
Office of the President
***

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 (“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 independent contractor reported this is a *** microwave, model number ***The technician found that the board and the motor is burnt out; recommends replacementThe information of the microwave was forwarded to our appliance research department
The department found the model number *** is a countertop microwaveCountertop microwaves can be put into a cubbyhole in the cabinetry and have a trim kit installed around it to give it a buiappearanceRegardless, this is still a countertop microwave and advertised as suchAs *** *** is aware, in the Agreement under Appliances; “EXCLUDED: Microwave: portable or counter top units,”
We do apologize to *** *** for the confusion, and for this we have refunded his $service feeIt will take approximately to business days to receive the checkWe regret, we are unable to replace the microwave as it is not eligible for coverage2-HBW has fulfilled their obligations as specified in the AgreementWe do value *** ***’s business and we look forward to serving his future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***

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, January 26, Mr*** reported a plumbing claim, pipe leaking, thru our interactive voice response systemThe independent contractor, *** *** & Associates was automatically sent the dispatchOn Monday January 29, Mr*** requested to cancel the service request as he had his own contractor come out and take care of the problem
Then on February 7, 2018, days after his plumbing claimMr*** reported a water heater claim advising the hot water is not lasting long enoughMr*** requested to use his own contractorThe guidelines for using a contractor out of our network were emailed to himIt was not until 2/20/18, Mr***’s contractor called in and reported to our questions:
“-What did you find? = copper lines coming from the wall to water heater were dripping and running down the edge of the wall
-How did it fail/Cause of failure? = copper fitting wasn't installed correctly, it was leaking from the fitting
-What repairs need to be completed? = stopped it from leaking 1/28/2018, I let homeowners know that the copper lines need to be replacedDid not repair the drywall.”
The contractor advised he stopped the leaking on January The technician did report the copper fitting wasn’t installed correctlyImproper is not covered under the Agreement as stated in the Terms & Conditions, B-12; “Correction of improper installations, modifications or correction of mismatched equipment will be at the homeowner’s expense”Mr***’s contractor did not report the water heater leakingThe only leak he reported was the leaky fitting and he advised he had repaired the leakIf there are additional leaks, Mr*** must have his contractor call in prior to work being done as stated in the guidelines emailed to Mr***:
Number of the out of network guidelines states:
4. The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made. 2-Home Buyers Warranty will not pay for any repairs that are made without its authorization
In addition, no prior approval is also listed in the Agreement in bold on page under Who pays what? “2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” Also under the Terms & Conditions A-“No claim forms are used, but we must pre-authorize service by an independent service contractor.”
In regards to Mr*** requesting reimbursement to prevent mold and mildew, reinstall sheet rock, finish and repair wall and baseboards in laundry room and kitchenThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and is not intended to replace homeowners insuranceThe Agreement does not provide for financial compensation due to consequential damage. Per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damageWe recommend that he contact his homeowner’s insurance company to address the consequential damage
We apologize in advance to Mr***, if he did not receive the quality service that is expected
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: A typical salesman response without even addressing the issue that I was duped into believing that buyout amount would be more than the $1,345. That is the real issue here. If you "record all calls for quality assurance" like you say you do then pull the transcript of the call, share it with the Revdex.com and hear for yourself. I want the original buyout amount offered of $1,345. For the record nobody cares how many people you have insured, and it has no place being stated in this complaint.
Sincerely,
*** ***

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 November 1, 2017, Mr*** reported his microwave is sparking and has a burning smellAn independent contractor was dispatched and reported a shorted out power pack transformer, magnetron, capacitor diode and wave guideThe brand, model and serial number were sent to our parts research teamThe department found the model number VMOSis a countertop microwaveCountertop microwaves can be put into a cubbyhole in the cabinetry and have a trim kit installed around it to give it that buiappearanceRegardless, this is still a countertop microwavePer the Agreement under Appliances “EXCLUDED: ...portable or counter top units, trim kits,” Putting a trim kit around a countertop microwave does not make the microwave built inA ‘true’ built in microwave does not use a trim kit, it is not designed to be able to sit by itself on a counter top and it can only be installed in a cabinet or wall
Concerning the disconnected call, the representative does have documented the call was dropped and immediately another call came thruShe did try calling back minutes later and received a voice mailThe ***s have had their service fee reimbursedIt will take approximately to business days to receive the checkWe do apologize for any frustration or inconvenience that the ***’s may have experiencedWe regret that we will not be repairing the microwave as it is not eligible for coverage
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
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 August 3, 2017, *** *** reported this air conditioner is not coolingThe independent contractor, *** was sent the dispatchOn Monday, August 7, 2017, *** *** requested a different contractor as he did not care for ***It was also noticed *** had not yet called in their reportAt *** ***’s request, a new contractor was located, *** work order was cancelled and the independent contractor, *** was dispatched
In *** *** desired settlement, he is requesting the reimbursement of his service feeThe service fees are paid directly to the independent contractor for their travel and diagnostic timeThe service fees are kept by the contractor and not transferred to HBRWCWe regret we will not be reimbursing the service fee
On August 8, 2017, *** *** sent an email to cancel this Agreement ASAPThe Agreement has been cancelled and is now void of all activityWe would like to apologize to *** *** that we could not be of further assistance in his air conditioning claimWe respectfully request the Revdex.com consider this matter closed as his Agreement is now cancelled
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”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on July 28, 2016, Mr*** reported the air conditioner is frozen upAt the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely mannerThe representative offered Mr*** to locate his own out-of-network service contactorMr*** located *** *** *** ***The technician reported the coil is frozen and located multiple holes in the evaporator coilHis contractors quoted costs were highAn in network contractor *** *** *** was located and a dispatch for service was sent to themMr*** had not heard from themA representative called and they had not received the dispatch due to having system glitches*** told the reprehensive that they will call Mr*** first thing to schedule an appointmentThe dispatch was retransmitted to them*** called back to report they do not service this areaIt was agreed the best alternative was to approve Mr***’s contractorThe contractor was contacted and given approval to replace the coilHe was provided with information on how to submit proper documentation for reimbursementA manager called Mr*** and gave him his direct contact to insure work gets complete
HBRWC apologizes to Mr*** for the experience he has had concerning his customer service experience and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond Our records indicate on May 20, 2016, *** *** reported his air conditioner is not blowing cold airIndependent service contractor, NMA was dispatched to the home and found the control board failedThey were authorized to order and replace the control boardOn May 31, 2016, *** *** called in due to the control board has not been replacedA call was placed to NMA on status and the representative was told they have not received the part yet and they would update *** ***I would like to point out under the Terms & Conditions of the Agreement E-“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.” NMA did not communicate to HBRWC or *** *** of the ETA for the control boardNMA has been passed along to our contractor relations department to address them On June 13, 2016, NMA reported that *** *** no longer required there services*** *** spoke to the representative *** and he was instructed to send in his invoice*** was not able to locate the invoiceA representative of this department called *** *** and received a voice mailA message was left with a direct email contact to forward the paid invoice of $for full reimbursementAs a gesture of goodwill, *** ***’s service fee has been reimbursed HBRWC would like to apologize for any inconvenience *** *** may have experienced. We would like to thank *** *** for bringing his concerns to our attention as we do take these matters seriously. We value his business and look forward to receiving the invoice soon so this matter can be concluded Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Items under manufactures warranty are only eligible for coverage if the Supreme Protection option is purchasedThis option was not purchasedAs reference in the Agreement under Air Conditioning and Heat Pump “*Supreme Protection (Optional for Buyer Only): * Items under manufacturer’s warranty”This is also located under E-11; “We are not responsible for items still under the manufacturer’s warranty or improperly installed unless the Supreme Protection option is selected.”
*** *** has already cancelled her AgreementThe Agreement was cancelled as stated in section ICancellation or Termination; “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, since the Agreement is cancelled, we are unable to reimburse any additional amount, as all repair cost also incurred are taken out of any refund, when the Agreement is cancelled
We apologize to *** ***, if she did not receive the quality service that is expected from the employees and contractors assisting her2-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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
In response to Mr*** and the improper installation coverageThe improper installation coverage only applies if the improper installation is associated with an eligible repair and the improper installation did not cause the failure
To address Mr***’s desired settlement, There is a $maximum under the Plumbing section for concealed claims which states on page of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: *Concealed/concrete water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” We respectfully disagree with Mr*** interpretation of the AgreementThis $maximum for the concealed covered service, includes all costs associated to the claim that it applies toThis includes B-of the Terms and Conditions “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” In this instance, B-pertains to a concealed covered service with a set maximumIf there are any funds remaining after the repairThe amount in B-would go toward the claim maximumMr*** would be responsible for any overage after the maximum has been reached
We regret that we will not pay over the maximum to patch the dry wall in Mr***’s kitchen ceilingHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Warranty Corporation VI (“2-HBW”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) that became effective March 16, and applicable air
conditioner claim that was placed April 18, Thank you for the opportunity to review and respond Our records indicate that Rick Nacca contacted 2-HBW on April 18, to request service to his air conditioner citing the air conditioner is not blowing cold airOn April 20, 2016, independent contractor, Comfort Zone of North Florida Inc(“Comfort Zone”) reported the system is on the beach and is failing because of salt water and air corrosionThe condenser coil, accumulator, muffler and compressor are all leaking, rusted and corrodedThe system holds lbsof R-Freon and was lbslowIn Comfort Zone’s professional opinion, this did not get that way within a month (please refer to the attached picture Comfort Zone sent along with their diagnostics)The claim was reviewed and based on the multiple unrelated failures as well as the extremely low refrigerant level in a pressurized system with numerous leaks preset that these failures pre-dated the warranty effective date of March 16, As stated in 2-HBW’s Agreement, at the beginning of 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 periodCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated.” *** *** did not have a home inspection done On April 28, 2016, to put this matter to rest, as a goodwill gesture, 2-HBW offered a settlement of $to *** ***On June 29, 2016, he called into 2-HBW and accepted the offer and the check was processedIt takes approximately business days to receive the check We regret that we cannot be of further assistance in this regard2-HBW has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Warranty Corporation VI

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*** Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on March 1, 2018, Mr*** reported online, “See dampness, Slow Drain” The independent contractor,
*** *** *** *** *** *** was dispatched to the property and reported the technician tried snaking through the shower drainHe went about feet and pulled back a large amount of paper towels and baby wipesHe could not get it cleared and it busted the cableThe line needs to be snaked with a cutting cable
The Agreement does cover for snaking when a standard sewer cable is used, as stated under Plumbing; “Drain line stoppages that can be cleared with a standard sewer cable” If a standard sewer cable cannot remove a blockage, it is not coveredThis means any other method to remove a blockage, such as a cutting snake, disconnecting/cutting pipes, jetting, chemicals, etcis not eligible for coverageIn addition, the cause of the blockage is the large amount of paper towels and baby wipesThese items are not meant to be flushed as they do not breakdown like toilet paperAs stated in the Agreement’s Terms & Conditions; B-“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”
Concerning the raw sewage, a representative contacted the contractor and he advised when he got there, the shower was already backed up with the sewage coming from the sinks and toiletHe is not taking responsibility for the allegationsHe also said that Mr*** pointed out a leaking pipe to the technicianThe technician advised the pipe was from freezing and freezing is excluded from coverageFrozen pipes are also not wear and tearRegardless, Mr*** had only set up a snaking claimHe did not submit a plumbing claim to address the leaking pipeMr*** would need to set up a plumbing claim in order for 2-HBW to get the facts so we can properly determine eligibility
All of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWWe contract with these companies in order to service eligible claims, but we are each separate operating companiesIf Mr*** feel that the independent contractor caused the mess with the raw sewage, his dispute would be with them and not 2-HBWWe ask Mr*** to contact the contractor directly to resolve the matter
Mr*** $service fee has been reimbursedIt will take approximately to business days to receive the checkWe regret that we cannot be of further assistance in this regard2-HBW 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 dishwasher 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 18, 2016, *** *** reported the dishwasher is not turning onIndependent service contractor, American Appliance was dispatched to the home to evaluate the dishwasherOn January 26, 2016, American Appliance reported the dishwasher was leaking due to the circulating motor gasket leaking and shorting out the motorIn order to repair the dishwasher, he was authorized to replace the gasket, circulation pump and clampThe parts were ordered and American Appliance completed repairsOn April 13, 2016, Mr*** reported the dishwasher is leaking again and a recall dispatch was sent to American ApplianceThey were not able to locate a leak and requested we send another contractorIndependent contractor ProTech Appliance Incwas dispatched to the propertyThey reported there were at the home on Friday April 15, and found that the drain hose was cracked and the wording on the buttons of the panel were worn offIt was confirmed with ProTech that replacing the hose will fix the leaking issueThe hose and Push button panel were orderedThere was a further delay due to a scheduling conflict to install the hose and touch panelProTech wanted to schedule between 1:pm to 5:pmMr*** requested ProTech come after 5:pm because he cannot miss workProTech told us they will try to work with MrConner’s schedule even though it is after business hoursMr*** called back at 5:pm stating ProTech was supposed to be out but they have not showedAs a gesture of goodwill, the represented offered MrConner’s service fee be refunded and Independent contractor Sears was dispatchedSears came to the home and stated it is their policy not to go behind another contractorProtech was then notified they need to install the partsProTech went back out and installed the partsThey then found additional failures and at that time it was decided to offer Mr*** a comparable replacement DishwasherA representative of this department called Mr*** with the offer of the new dishwasher and he acceptedMr*** may also be placing a claim against the independent contractor, ProTech for the water damage to his wood floorsHe was given instructions on how to proceed with making claimHBRWC would again like to apologize for any inconvenience Mr*** may have experienced. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersWe would like to thank Mr*** for bringing his concerns to our attention as we do take these matters seriously. We 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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on June 23, 2016, *** *** reported her refrigerator was not cooling
Independent service contractor, Towson Appliance Service was dispatched to the home and reported the power control board, shorted, the temp control shorted, the evaporator fan motor seized, the light socket shorted and lensAll parts needs to be replacedThe agreement was days oldThe contractor reported unrelated failures, electrical and mechanicalThe seizing of a motor takes time to get to where it actually seizes and would not have been in good operating orderThe claim was determined not eligible for coverage per the Agreement under The Terms & Conditions “are in place and in good and safe working order at the beginning of the service periodCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test.”
*** *** called in disputing that the failures predated the warranty effective dateShe requested to send in her home inspectionThe inspection was received and reviewedThe inspection was done on May 9, and just shows a box checked “OK” by refrigeratorThe home inspection did not indicate a simple mechanical test was preformed and not enough information to show the refrigerator was operationalThis was not enough to overturn the denialIt is noted on July 7, that the represented called and received *** *** voice mail and a message was left indicating we would need some sort of proof a mechanical test was performed and the unit was fully functional on or before the Agreement went into effectOn July 14, 2016, *** *** called back upset she was not notifiedWe do apologize if she did not get the voice message
A representative has left a voice message as well as a follow up email to *** *** to discuss this furtherIf she has had the refrigerator repaired, we would like to know her contractors findingsWe take all contractors diagnostics seriously
At this time, we regret 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.
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/19) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted by *** ***Our records indicate that the claim in question is under the Limited Home Service Agreement ("Agreement") for the
property at *** N *** *** Unit *** in *** ***Thank you for the opportunity to review and respond
We sincerely apologize for any frustration or inconvenience that Ms*** may have experienced during the claim handling processHBRWC strives to provide fast, professional service and anything less is unacceptableWe will have this matter evaluated internally
On September 25, HBRWC offered to provide temporary cooling measures up to $for the customer and a new independent service contractor, due to delay on the first contractorThe second contractor, Denali Services made contact to schedule for repairs, however was advised that Ms*** elected to obtain her own service contractor for repairsWhile page of Ms***'s Agreement does state that, "Service performed without prior authorization will not be paid," HBRWC did agree to offer some reimbursement as a gesture of goodwill because of the delay that occurred
HBRWC reimbursed Ms*** $for these repairs to her unitThis reimbursement cost was based on HBRWC's costs for the evaporator coil, other miscellaneous parts needed to complete repairs, and labor, and we will not increase this amountSection A-2a of Ms***'s Agreement does state that, "Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is 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 contract, 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."
If Ms*** does wish to cancel her Agreement's with us, we request she submit that request in writing, confirming which specific addresses she would like to cancel, to ***@2-10.comReimbursement will be pursuant to section F-which states, "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement will be refunded to the party purchasing the Agreement."
We again apologize for the delay that Ms*** and her tenants experiencedWe appreciate Ms*** bringing this to our attention so we may review the matter further
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had advised 2-Home warranty that my tenant has been inconvenienced for over days in over degree heat and that although I appreciated the replacement of the initial contractor, I could not wait until the following Monday which is when they dispatched the new contractorThey did make the $offer for a motel/hotel, but that would have covered 1-days maximum of housing for my tenant where the diagnosis would first have to be made days from the point of that offer and additionally time spent waiting for replacement partsI understand that my agreement states that they would reimburse what was reasonable to their contractors, however,I was forced to use my own contractor because over days had passed without 2-co-operating, and I had a tenant who was threatening to leaveI was not in a position to wait at that pointI did not choose to go outside of the parameters of the contract until forced by their lack of responseAnd while they did finally agree to reimburse me $749, my out of pocket cost is over $3,This would not have been necessary had they been professional from the beginningIn addition, the very least they could have done was add the $they offered initially, to the reimbursement checkReimbursing $is not costing them anything additional, as that is what they would have paid their contractorI am out now over $2,due to their negligence in handling this properlyI would expect them to split the difference with me as I have provided proof of the costThis should be done not only to keep a customer who has contracts with them, but because they were at fault and should assume responsibility
Final Business Response /* (4000, 9, 2015/11/05) */
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
When Ms*** was offered temporary cooling measures such as purchasing a self contained portable unit or using a motelThis was intended as a gesture of goodwill and was solely offered in conjunction with a second service provider within HBRWC preferred network of service vendors dispatched for repairsWhen she elected to obtain her own contractor, this offer was taken off of the tableWe will not reimburse her for that amount as she did not utilize temporary cooling measures instead electing to have her own contractor complete repairs
Formally, her Limited Home Service Agreement states in section B-that, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Since such items are not eligible for coverage, HBRWC is under no obligation to extend a dollar amount for such situationsNor are we required to maintain such an offer when a customer initially rejects this by obtaining their own service provider
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Final Consumer Response /* (4200, 11, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not offered a resolution, merely excusesThe $"temporary housing" was rejected because at that tine 2-had not secured an alternate contractor and $would have covered night, possibly 2, at mostThe new contractor would have to be secured, have the problem (re)diagnosed, have parts ordered and have the repair completeThis would have taken 4-days at bestWho was to pay for my tenant's additional motel stay beyond the 1-days? There is no reason that offer should have been "taken off the table" if 2-would have incurred that expense regardlessI would think that as a gesture of goodwill, this would be the LEAST they could doInsofar as quoting the terms of the contract repeatedly when responding to this complaint, 2-would be better served assuming responsibility for the shoddy and unprofessional manner they handled this situation, and try to make amends, especially as I had contracts with them and they were recommended by my real estate agent who is now re-evaluating her recommendation to new home buyersClearly, 2-feels they are invincible and do no understand customer serviceThis explains their terrible Yelp reviews and the large number of Revdex.com complaints against themI am still dissatisfied and would like some additional reimbursement