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 [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on May 18, 2017, [redacted] reported his ac is not coolingOn May 19, 2017, the independent contractor had not responded to [redacted] and she decided to use her own contractorThe guidelines were emailed to herAs [redacted] is aware, number of the guidelines states: HBRWC will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement Her contractor reported there was a leak in the evaporator coil and his cost were high compared to HBRWC’s standardsWhen the [redacted] ’s originally requested their own contractor, the network contractors work order is automatically cancelled so the network contractor did not keep the appointmentThe representative resent the dispatch to the network contractor, [redacted] [redacted] was not respondingThe independent contractor [redacted] was dispatched and scheduled an appointment for May 31, There were numerous attempts to get the diagnosis from [redacted] ***On June 16, 2017, [redacted] reported the delay was due to OEM parts had to be ordered and the ETA is June 19, On June 21, 2017, it was confirmed the motor was received and a voice message was left with the [redacted] ’sThere were several phone calls from [redacted] to us as she could not get a hold of [redacted] to schedule [redacted] was not responsive to HBRWCOn July 6, 2017, a representative discussed the options with [redacted] and it was decided to dispatch another independent contractor [redacted] was sent to contractor relations to investigate and addressAs explained in the Terms & Conditions; 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.” However we will try very hard to do everything possible to expedite the service with the same contractor or locate another contractor The independent contractor, Denali Services was dispatched and reported the contactor had failed and is fusingThe technician advised the customer is interested in a cash buyoutDenali found no other issuesMr [redacted] accepted the cash buyout and the buyout was processedIn addition, the Brandon’s service fee has been reimbursed due to [redacted] dropping the claimit does take approximately to business days to receive the checks We do apologize for any inconvenience and delays caused by [redacted] ***A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceWhen there is a heat wave in an area, the independent network contractor’s experience an unusually high volume of calls, they can be booked or they do not always respond in the time allottedThis can be understandable, but [redacted] simply dropped this claim 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 [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 2017, a dishwasher claim was set up and the independent contractor made the necessary repairsOn November 6, 2017, a separate claim was called in for the dishwasher, instead of the present claim being reopenedThe $rebate offer is only offered when an appliance claim is placed online for the first timeThere is no written contractThese are prompts to follow when you place the claimThe prompts ask you if you are interested in the $rebate program to where 2-HBW would send a rebate form and if the consumer decide to purchase a new appliance, they would forward the paid receipt and we would refund $to the consumerIf this option is rejected, the consumer advises that he is not interested and to continue with the service request, then a contractor is dispatched to repairThe misunderstanding occurred when [redacted] attempted to place a new dishwasher claim, thus creating the prompt of the offerIf the present dishwasher claim was reopened, she would not have received this offer A representative of this department called [redacted] and came to a satisfactory outcome2-HBW would like to apologize for the inconvenience [redacted] may have experiencedWe value her business and we look forward to serving her future warranty needs Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 18, 2016, [redacted] reported condensation coming from the unit and leaking through the ceilingIndependent service contractor, [redacted] was dispatched to the home and reported the upstairs return box (ductwork) insulation was saturated with waterThe cause was loose tape between the return box and insulationWhen the tape came loose, this allowed hot humid air to be pulled into the return air ductThis resulted in condensation and subsequent water damageThere is no failure to the return boxThe contractor recommends replacing the return box due to the saturation of the insulationThis would correct the problem Ductwork is eligible for coverage when there is an eligible failure to itThere is no failure to the actual ductwork for coverage to applyIf [redacted] would please refer to her Agreement under the Terms & Conditions of the warranty “We provide service for covered systems and/or appliances: Which do not operate correctly due to wear and tear;” Also Insulation of the ductwork is not eligible for coverage per the Terms & Conditions; “We provide service for covered systems and/or appliances: that “are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service;”This means since Insulation is not listed as a covered item, it is not eligible for coverage Supposing the return box needed to be replaced due to the consequential damage caused by waterPer section B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” 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 or in sequence or concurrence with any other cause or causes): water damage” On July 29, 2016, her Agreement was emailed to herAs a gesture of goodwill, her service fee has been reimbursedIt does take approximately business days to receive the checkHBRWC would like to apologize for any inconvenience and miscommunication [redacted] has experienced We value her 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 [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on September 6, 2016, Mr [redacted] reported his washer is not filling with waterThe independent contractor, [redacted] was dispatched to the property and reported the outer tub and seal have failedThe contractor said he can obtain the parts and will supply the partsThe contractor was authorized to make the repairMr [redacted] was notified to work with the contractor to complete the repairOn October 12, 2016, Mr [redacted] called in needing an update, he said that the contractors was waiting on usThe representative found the contractor reported the work is complete on line and billed out for it and now blaming HBRWC for thisThe contractor was forwarded to our contractor relations department to investigate and address the contractorThe contractor told the area service Manager that he did not intend to bill out prior to work being complete and he will complete the workOn October 28, 2016, a call was placed to Mr [redacted] to see if the work is completeHe reported the contractor never came back to complete the workMr [redacted] was offered a replacement washer at that time and he accepted the unitThe contractor was again sent to our contractor relations department do to his unprofessionalism HBRWC would like to apologize for any inconvenience Mr [redacted] has experienced due to the contractors delay We acknowledge there should have been a follow up with the contractor and Mr [redacted] to confirm all is on trackWe do depend on our contractor’s as professionals to follow up and complete there work in a timely mannerWe value Mr [redacted] ’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 / [redacted] (1000, 6, 2015/08/13) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that on July 27th, the contractor had initially reported there were two leaks in the water line in the crawl space, due to freezingThe contractor reported that there was black mold present and that the floor was buckling as a result of the leak, indicating that this was an older leakAs Mr [redacted] stated, this claim was initially denied, since section B-of his Agreement states, "There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes)freezing" At Mr [redacted] 's request, HBRWC agreed to review this denial, as the information that he provided differed from what the service contractor had statedOn July 28, HBWRC overturned the initial denial and authorized for the service contractor to make access through the drywall and replace the portion of the pipe that was leakingThese repairs were completed on July 30, We apologize for any delay that Mr [redacted] may have experienced while this was under reviewWe that Mr [redacted] 's Agreement does not give any guaranteed timeframe for the completion of repairsRather, it states, "In cases of emergency, we will expedite service and attempt to initiate service within hours." HBRWC did fulfil this by having a service provider at the home to initiate the service by performing a diagnostic the day after Mr [redacted] contacted our company to place the claim We regret we will not be reimbursing Mr [redacted] 's service fee at this time, as in the 'Who Pays What?' section of his Agreement it states, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call." HBRWC would like to thank Mr [redacted] for bringing this to our attention as we do take these matters seriouslyAs the repairs have been completed per Mr [redacted] 's desired resolution, we respectfully request this matter be considered closed Sincerely, [redacted] 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 [redacted] *** When the Agreement refers to the trade section, it is referring to the eligible trades; Plumbing, Electrical, HVAC, etcHBRWC does not find it necessary to define the trade section as “Trade”; as trade is self-explanatoryThis is not an all-inclusive AgreementThe first sentence at the very beginning of the Terms & Conditions of the Agreement, it states; “To keep the cost of this Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everythingCost limits for coverage are identified in the trade section under the title “DOLLAR LIMITS” As stated in our previous response, per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service;” Jets are not listed as an eligible item in the plumbing section and therefore not eligible for coverage We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decisionWe respectfully request the Revdex.com to consider this matter closed 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 complaint submitted under case number [redacted] by [redacted] *** We have located [redacted] ***’ Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respond We sincerely apologize for the inconvenience that [redacted] ***’ experienced as a result of the ongoing failures to her heat pump Per our records, five claims have been placed since she first became a customer with us in and that multiple visits have been required As such, [redacted] ***’ is correct that this system has major failures and that repairs have not helped to correct these failures While HBRWC does opt for repairs over replacement when the repairs are feasible, we do agree with [redacted] ***’ that her system should be replaced to prevent any more recurring issues HBRWC acknowledges that per the report that part of the cause of these issues is that the system was not installed/repaired by contractors who were at the property for previous visits We do take this matter very seriously, and apologize HBRWC strives to provide professional, high quality contractors and it is completely unacceptable that a contractor our company dispatched would have not installed items correctly For this reason, we are actively reviewing the contractors in question internally so we may take the appropriate corrective action In the meantime, [redacted] ***’ has agreed to allow the service contractor Four Seasons HVAC to the property so we may have the system replaced by this contractor We will be paying all costs associated with this repair, including items that would be considered the customer’s responsibility under the Agreement due to the circumstances At this time, [redacted] ***’ has been updated via telephone about the course of action that is being taken We will continue to speak with [redacted] as new information becomes available, and specifically, once we are able to authorize Four Seasons for the replacement We appreciate [redacted] bringing this to our attention since we do take these matters very seriously and would again like to apologize for the inconvenience that this matter has caused her Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here

After review of the claim it appears there were multiple issues with the refrigerator which resulted in recalls/additional visits by the contractor to fix It is unfortunate but there are times an older unit experiences multiple failures in an attempt to fixIn addition, there were some issues with the service contractors not servicing the unit, not providing timely appointment times and diagnostic findings which added to the delay in resolution We have escalated the concerns to the department that oversees the contractor’s performance to address the contractors going forwardWe can understand Mr [redacted] ’s frustration with the multiple visits and delays For that we are truly sorry As a gesture of goodwill his service fee was returned to him Our records indicate per the contractor’s last visit, the unit has been repaired and is functioning properly We have attempted to reach out to Mr [redacted] to confirm

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our notes indicate on March 15, 2017, it was reported online the ice make dispenser is not workingThe independent contractor Savannah Appliance Repair found the control board failedThe contractor ordered and installed the boardThe Farmer’s were still having issues with the ice makerA different contractor, [redacted] was dispatchedOn April 29, 2017, RCR reported that the ice maker assembly had failedThe part was ordered and installedThe contractor reported this did not fix the issueThe technician believed it was the ice level control board would also need to be replacedThe board was ordered Fedex and shows it was deliveredRCR states they could not locate the part anywhereThe part was ordered again and tracking shows it was delivered to RCR on June 27, We ask that [redacted] get with RCR to schedule for install if this has not already been done We acknowledge that there were opportunities to provide [redacted] ’s with better, faster serviceThe delay of the misplaced order was out of our control as 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.” [redacted] ’s Agreement has a dollar limit set forth for all kitchen appliances of $ The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances - $per appliance Purchase of the Deluxe Appliance Coverage option removes this limitation"The Deluxe Appliance Coverage was not purchasedIf for some reason, the replacement of the part does not fix the ice maker, [redacted] can take a cash buyout for the cost of the ice maker not to exceed the $maximum HBRWC apologizes for the inconvenience [redacted] has experienced due to the delay of her claimHBRWC strives to provide fast, reliable serviceWe would like to thank her for bringing her concerns to our attention as we do take these maters seriously 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 [redacted] Thank you for the opportunity to review furtherA representative of this department contacted [redacted] and has come to an agreeable settlementWe value their business and look forward to servicing their 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 [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate the independent contractor, [redacted] was assigned this claimThey reported this is a heat pump systemThe first visit April 26, 2016, the capacitor had shorted and it was replacedThe second visit, May 16, 2016, the technician found the refrigerant level low and recharged the systemOn May 27, 2016, the technician found a leak in the evaporator coilThe system is a heat pump and the coil is inside the air handlerThe coil must be oem and a factory orderHBRWC was looking at replacing the air handler instead but we were not able to get the pricing from the contractor [redacted] was not responding, the representative dispatched another contractor and [redacted] ***’s service fee was reimbursed as a goodwill gestureThe independent contractor, [redacted] accepted the dispatch and found the reversing valve was stuck in heat mode and the TXV stuck on the air handlerThe contractor was authorized to repair the system and the parts were orderedAt this time the contractor was not responding to our calls and emails concerning installation of the partsA supervisor contacted the contractor for status, they said they are refusing to do the jobThis contractor was sent to our contractor relations department to investigate and address [redacted] was still willing to do the work and they were authorized to do the repairOn July 16, 2016, [redacted] reported the work as completed On September 12, 2016, [redacted] called reporting the air conditioner is not workingA dispatch was sent to [redacted] The technician reported the compressor has shorted internally and needs to be replacedThe contractor was authorized to replace the compressor and the compressor was orderedIn [redacted] ***’s desired settlement, she requests a system replacementHBRWC was not aware that that her air conditioner was still not functioningWe would need [redacted] to go back to the home to report the failureIt could be something minor at this pointWe would not replace an entire system without knowing the failuresA representative called [redacted] and left a voice message that a dispatch was sent to [redacted] to revisit the homeA call was placed to [redacted] They reported the compressor was installed on October 21, When the technician left the home, the system was operating as it shouldAfter this complaint, [redacted] was again sent a recall visit, this time they found a fuse had blown, replaced it and the system was again operating correctly [redacted] called on November 21, and reported the system is not working again [redacted] was sent to our contractor relations due to the multiple visits by [redacted] A recall dispatch was sent to them and to call in with their findingsOn 11/28/and 11/29/16, a call was placed to [redacted] ***Her voice mail box is full and you are unable to leave a messageAn email was sent to her explaining this and to schedule with [redacted] to get this resolvedThe area service manager as well as a representative of this department will continue to monitor this claim until [redacted] ***’s heat pump is fixed HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department and the delay to her claimDue to the heat wave throughout the United States this past summer, this created higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not always available to service in a timely mannerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersThis enables us to make corrections and continue to improve our serviceWe value [redacted] ***’s business and look forward to hearing from her soon 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 [redacted] by Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on October 20, 2016, Mrs [redacted] reported a pipe leakThe independent contractor, [redacted] reported that the issue is a leaking angle stop that is concealed behind drywall 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.” This maximum includes all costs associated to the concealed claim including 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.” To be clear, if a wall, ceiling or floor needs to be opened up and patched for a concealed covered service, this amount would go toward the claim maximumIn this case, since the failure is concealed, the maximum would apply regardless if Mrs [redacted] would reroute the line or have it repairedMrs [redacted] would be responsible for any overage after the maximum has been reached Mrs [redacted] did discuss this with a representative of this departmentMrs [redacted] accepted a buyout check for the $concealed max HBRWC apologizes to Mrs [redacted] for the experience and misunderstanding she has had concerning the claim maximumWe 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 serviceWe value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective March 31, and applicable gas cook top claimThank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on April 15, 2016, [redacted] reported her unit will not turn onIndependent service contractor, Cool Air Mechanical was dispatched to the home and reported “on line” that the vent hood had failed and all the parts are no longer available [redacted] called in May 9, and stated she had replaced her stove and wants reimbursementShe was advised that we needed to acquire more information from the contractor because the contractor only reported failures to the vent hood and not the cook topOur contractors are instructed under circumstances such as this to call in their findingsNumerous attempts to contact the contractor were unsuccessful and since [redacted] had already replaced her cook top, we would not be able to send out another contractorThe contractor has been passed along to our contractor relations department to investigate and addressA representative of this department was able to reach Cool Air MechanicalThere findings on the cooktop were the left front burner and gas tip had failedThe representative called [redacted] and spoke with her concerning her cook topShe said all of the burners would not ignite and she would smell gasThe hood exhaust fan is a separate appliance from the cook top and [redacted] had replaced both of themOur appliance department priced out our cost for the appliances, split the difference and made an offer to her [redacted] found the amount satisfactory and accepted our offer Concerning the air conditioning claimOur records indicate that [redacted] did speak with the [redacted] She has noted that [redacted] had called in to advise we had the appointment set up with a plumbing company and not an air conditioning companyWhile [redacted] began to explain who the correct company should be, the call was disconnected, [redacted] called [redacted] back but only got a busy toneDue to the dissatisfaction that [redacted] reported, her customer service concerns toward the representative will be reviewed and addressed internally We again apologize to [redacted] for the negative experience she has had concerning the set back on her cook top and vent hood as well as the customer service issues she had concerning her air conditionerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer feedback allows our company to serve our customers betterWe would like to thank [redacted] for bringing this to our attention as we do take these matters seriously We value her business and look forward to servicing 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 [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 8, 2016, [redacted] reported the vent hood blower is not coming on, the timer not working, The fan gets power, but the fan and timer will not activateThe independent contractor [redacted] was dispatched and reported the main board shorted causing the fan not to function [redacted] was authorized to replace the boardOn September 20, [redacted] called and advised they could not locate the board and they did not have the part numberOur parts inquiry department contacted the manufacturerThe manufacturer requested photos to determine how many pins the connector had for the boardThe photo was received and the part number was acquiredThe manufactured told us the board is on backorderOn November 8, [redacted] called and said the technician believes it is the touch panel and not the boardWe felt it best, [redacted] replace both parts just in caseThe information for the touch panel was sent to the manufacturer and this item was also found to be on backorder The manufacturer was contacted to check to see if the backordered parts were in stockThe main board was in stock but the touch pad was still on backorderWe wanted to order both parts since the contractor was not certain on which part had failedA call was placed to the contractor to confirm which part is neededThis time, they reported it is the main boardHBRWC did not want to take the chance that it was just the boardIf the board was replaced and it was found it was the touch panel, we would be back at square oneA representative spoke with our in-house appliance expertThis is not a standard vent hood and this is a manufacturer that HBRWC never works withThe representative of this department called and spoke with Mr [redacted] and after some discussion and email, it was decided to offer the same model replacement buyout to Mr [redacted] Mr [redacted] accepted the buyout HBRWC apologizes for the inconvenience [redacted] has experiencedHBRWC strives to provide fast, reliable serviceWe acknowledge that the delays occurred were preventable and will have this matter investigated further internally so we may make corrections and continue to improve our serviceWe would like to thank her for bringing her concerns to our attention as we do take these maters seriously 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 Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Concerning Mrs [redacted] ’s consequential water damage claimWe are not an insurance company that handles consequential damage or provide for financial restitutionThis 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 insuranceThis is explained under Mrs [redacted] ’s Agreement, section B-Limitations of Liability, it states; “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): water damage”Under B-it states; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We regret that 2-HBW is unable to address the consequential water damage To be clear, 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-HBWIf Mrs [redacted] feels that the independent contractor, [redacted] is negligent and caused consequential water damage, her dispute is with [redacted] and their insurance company, not 2-HBWCircumstances such as this, is the reason we make sure all of the independent contractors we contract with on pricing, are licensed and insured We do recommend that Mrs [redacted] make a claim with her homeowner’s insurance company to mitigate the damages/expensesMany home insurance companies will do their own investigation on behalf of their insured, if they determine there is liability, they would work with [redacted] insurance or proceed with repairs and subrogate against the negligent party, [redacted] 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 [redacted] *** Thank you for the opportunity to review further We would refer [redacted] to our previous response in which we indicated we have exhausted all of the network contractors in her areaIf [redacted] will not do the work, we do request that she locate her own contractorThis is explained in the Agreement under the Terms & Conditions, A- It is not noted that [redacted] was a no show or as to why they did not want to do the workDue to [redacted] ***’s dissatisfaction with [redacted] , they have also been sent to contractor relations to address We apologize, we will not be offering any compensation to [redacted] as we stated in our previous response, we are not liable for such expensesThe rebuttal provides no additional informationHBRWC 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 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 [redacted] We have located Mr [redacted] Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claims handling processOur records indicate that Mr [redacted] initially placed him claim on November 16, The claim was dispatched to the independent service contractor Ellis Appliance Repair for serviceEllis Appliance reported on November that the control board had shorted outThey were authorized for repairs and the part was ordered On December 8, Ellis Appliance repair contacted HBRWC stating that after the control board was replaced the unit was still not operationalOn December 15, the contractor Double D Service reported that the control board Ellis Appliance installed was defective and that the fan had also seizedHBRWC determined the unit would be repaired pursuant to section B-of the Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." As an alternative, Mr [redacted] was offered a repair buyout of $for the cost of the parts and labor associated with the repairThis offer was made per the terms and conditions of the Agreement section A-2a: "If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost)." Mr [redacted] elected to proceed with repairs through Double D ServiceOn December 23, the contractor verified that the parts had been replaced and the refrigerator was operational We again would like to apologize for the inconvenience that Mr [redacted] experienced due to the length of time between the failure and the repairsHBRWC strives to provide fast, reliable service and we will have this delay investigated internally to determine who such delays may be prevented in the futureWe would like to thank Mr [redacted] for bringing this to our attention as we do take these matters very seriously Sincerely, [redacted] 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 [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 15, 2016, [redacted] reportedA supervisor contacted Mr [redacted] regarding his complaintHe would like more control on who HBRWC sends to the homeMr [redacted] expressed that he would just like to cancel his warrantyHe was given instructions on how to cancel HBRWC would like to apologize for any inconvenience [redacted] may have experiencedWe respectfully request the Revdex.com consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Our records indicate on March 28, 2018, Mr [redacted] requested service as his air conditioner is not coolingThe independent contractor, [redacted] Air Conditioning and Heating reported the compressor has bad bearings, a faulty control board and the coil is rusty [redacted] refused to just replace the compressor and control board as he would not be making enough moneyHe will only replace the entire system [redacted] has been sent to our contractor relations department to address the contractor We do not normally replace an entire system when only a couple of components need to be replacedHome Service Agreements are there to get your systems and appliances back to running condition and this is the promise we makeIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThese type of repairs are customary and reliable, and we will guarantee the work for the full term of the AgreementThis process is also specified in the Agreement’s Terms & Conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” 2-HBW does take the independent contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours Although we prefer all our customers receive fast and reliable service, we are not liable to provide timely service due to ***’s refusal to replace the compressor and control boardPursuant to section B-of the Agreements terms and conditions; “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.” The independent contractor, [redacted] was dispatched and reported the compressor valves have failed and the indoor evaporator coil is leakingA cost comparison was done and it was more cost effective to replace Mr***’s air conditioner systemThe equipment was ordered and [redacted] has notified us the installation of the air conditioner was installed on April 17, We apologize to Mr [redacted] that he did not receive the quality service that he expected as 2-HBW is committed to providing superior home warranty protection and customer service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) which became effective June 20, and applicable air conditioning claimThank you for the opportunity to review and respond Our records indicate on June 23, [redacted] reported he noticed on June 22, 2016, his basement air conditioner was not blowing cold airIndependent service contractor, Home Heating & Air Conditioning was dispatched to the property to evaluate the air conditioner furtherHome Heating & Air reported the system was completely out of FreonThere is a large leak in the outdoor condensing unit and a large leak in the indoor evaporator coilThe air conditioner claim was called in days from the effective date of the Agreement and the failure was noticed days after the effective dateIt takes much longer than days for a system to develop large leaks and to be void of Freon [redacted] was notified that the leaks predated the Agreement and the air conditioner was not eligible for coverage pursuant to the Terms & Conditions of the Agreement, “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service AgreementCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA covered item passes a visual inspection if the item is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated;” [redacted] requested to send in his home inspection for possible reconsiderationThe home inspection was reviewedOn page of the inspection under Cooling and Air Handler Equipment Comments: “Inspected.” There are no commentsAt the end of the section it states; “While the inspector makes every effort to find all areas of concern, some areas can go unnoticed The inspection is not meant to be technically exhaustiveThe inspection does not involve removal and inspection behind service door or dismantling that would otherwise reveal something only a licensed heat contractor would discoverPlease be aware that the inspector has your best interest in mindAny repair items mentioned in this report should be considered before purchase is recommended that qualified contractors be used in your further inspection or repair issues as it relates to the comments in the inspection report.” The home inspector is not a licensed HVAC contractorThere were no mechanical tests or visual inspections such as temperature readings, done to the system to show that the system was in good working orderThe home inspection was not enough information to overturn the denial There are no options you can purchase that would exempt the preexisting conditionWe do apologize to [redacted] for the experience he has had concerning his customer service experienceDue to the heat wave throughout the United States, this has created higher call volume in the call centerWe 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 We appreciate [redacted] for bringing this to our attention as we do take these matters seriously Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation