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 Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on September 1, 2016, Mrs*** reported condensation is coming from her refrigeratorMrs*** spoke to a representative, the issue is the drain line freezes upThe last contractor poured hot water down the drain line which melted the iceThis was only a temporary fixThe line would continue to freeze upThe independent contractor, *** *** *** put tape on the unit and told Mrs*** they were out of heat kits and put tape on the unitThe representative called the contractor to see when they were going to go back and replace the tape with the heat kit (manufacture’s recommendation)The representative then sent the contractor to their contractor relations manager to be sure they return to the home and complete the repairThe contractor relations manager contacted the contractorThe contractor has the heat kits in stock and they will schedule with Mrs*** this weekThe manager contacted Mrs*** and gave her the update and also refunded her second service fee
HBRWC would like to apologize for any inconvenience Mrs*** may have experienced. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) that went into effect May 16, and applicable claimThank you for
the opportunity to review and respond
Our records indicate on May 22, 2017, reported a plumbing claim “The guest bathroom tub drain on the 2nd floor poured water which came out of the ceiling fan in our kitchen, kitchen ceiling is damaged and appears to be saturated and will most likely fall (already cracking and sagging), ceiling fan is soaked (will need new fan)On May 22, 2017, an electrical claim “Plug not staying in outlet, No power to one outlet, some of the electrical plug boxes come out of the wall when you unplug lightIn one room if you have a lamp plugged in on one wall and touch an outlet on a different wall the original lamp goes out”On May 26, an air conditioning claim “Leaking/Condensation coming from unit”
When the plumbing claim and electrical claim were called in, the Agreement was days oldWhen the air conditioner claim was called in, the Agreement was days oldThe claims were reviewed and the representatives believed there was enough evidence to determine the failures occurred prior to the Agreement’s effective date and claims were denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement.”
A representative of this department contacted *** *** to discuss the claims in depthThe plumbing claim should have been reevaluated for eligibility when her home inspection was receivedThe water damage that was caused by the leak in the tub drain and overflow (drywall damage/repair and electrical) is not eligible for coverage regardless, as this is consequential damageThis is explained in the Agreement under the Terms & Conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damageThe representative recommended she check with her homeowner’s insurance company as resale warranties are not contracts of insuranceThey are limited home service agreements intended to cover breakdowns of specific items due to wear and tear
Much of her frustration was with the HVAC contractorThe contactor did not do a complete diagnosis and was unresponsive to herThe contractor has been sent to our contractor relations department to addressShe was also dissatisfied with some customer service employeesWe will address her customer service concerns internallyThis enables us to make corrections and continue to improve our customer’s experienceWe thank him for bringing his concerns to our attention as we do take these matters seriously*** *** has decided to cancel her Agreement with HBRWCShe is being refunded the full amount of the Agreement and her service fees*** *** found this satisfactory
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:I have not received the money yetEvery time I call, they tell me that a check was in the mail on Sept 28th, but I have not received it.I cannot say that I am satisfied until the company sends me a check.Sincerely,
*** ***

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
Our records indicate on October 31, 2017, *** *** reported her upstairs furnace is not turning onThe independent contractor found a cracked heat exchangerThe modifications *** *** is referring to is not for modifying the heat exchanger as the heat exchanger must be original equipment manufacturer part (OEM)Universal heat exchangers are not manufacturedThe contractor recommended replacing the furnace as he did not believe the heat exchanger was no longer availableThere was miscommunication with *** ***, the modifications that the contractor originally gave was to replace the furnace2-HBW decided to replace the furnaceThe modifications that are needed to accommodate the new furnace are an out of pocket expense for *** ***As explained in the Agreement under the Terms & Conditions, section B-2; “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions.”
We do apologized that *** *** was misinformed and for any experience she may have had concerning rude behavior by a supervisorWe take these accusations seriously and can assure her that this matter will be investigated internally, so we may make corrections and continue to improve our service
Sincerely,
*** ** *** ***
*** *** *** *** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
This response from 2-is not satisfactory, though it is better than no response2-states that "to date, I have not contacted their company to verify the spelling of my name and address" and implies that they are waiting on me before sending a check for $No one from 2-has contacted me to inform me that such verification is necessaryIn fact, I have heard nothing from 2-since before I submitted the addendum to my complaint in OctoberFurthermore, I was under the impression that $was already to be sent by 2-to our HVAC installer to recompense him for his work in OctoberTo my knowledge, he has not received it yet, though I understand he expects to soonAm I to understand that 2-is offering to send me $in addition to sending our installer %1500? If so, this would be more acceptable than anything that has been proposed so far, since our upfront costs on this boiler and installation were $4100, and $total would be better than $totalOr is this $to be sent to me instead of to him? If so, I have already turned down this offer, several times, for the following reasons:
1) Though our contract does appear to state in the fine print that $is the limit on HVAC repairs (one might wonder what serious HVAC repair could be completed for $1500, but that is another story), I did not know this at the time we submitted our claim, and we did not know it when we and our installer were both told by 2-10's own representatives that 2-was covering the boiler as well as $toward installationThese conversations, we were told, were recorded and should be verifiableWe were instructed to check the website as verification that 2-was ordering the boiler, and the website confirmed this
2) No matter who was to pay for the boiler, 2-at least should have ordered it when they said they wouldNot only did this not happen, but we were not even notified that the boiler had not been orderedAs stated above, we were obliged to contact THEM, after a week had gone by, to find out they had not ordered it and now said they had never intended to
3) As a result of their error, we were obliged not only to go an extra week without heat, but to order a more costly boiler, plus expedited shipping, at our own expenseHad we simply been told up front that we had to pay for 2-to order the boiler at their discounted cost of $1500, then we would have saved at least $of the $2300+ we were obliged to spend to order it ourselves2-has not offered to recompense us for any of this expense, though it was due to the company's fault that it was incurred

Our records indicate on September 19, 2017, *** *** reported her dishwasher does not get the dishes cleanThe independent contractor, *** *** *** was dispatched to the property and reported the user interface does not function and the sump motor assembly needs to be replaced***
*** was approved to make the repairThe contractor did not have the part numbersThe information was sent to our supply research to locate and order the parts
On October 18, 2017, *** *** called in advising they have had the parts but that the kit was missing parts and they needed to be ordered2-HBW authorized *** *** to supply these partsThen on November 2, Mr*** notified us and advised the technician was out two days ago to install the parts and the dishwasher is still not working*** *** was recalled to the home and reported “Unit operating normalFound debris in the grinding chamber and instructed the homeowner to rinse dishes before putting them into the dishwasher to ensure no large particles go through cycleThe drain hose is too short and low causing it to backflow, the hose is not a part of the dishwasher and the technician doesn’t know who had installed itThe drain hose needs an extension.”
The addition of an extension of the Drain hose is not a covered itemAs stated in the Agreement under the Terms & Conditions; B-9; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): …missing parts” Mr*** was advised he could get his own opinion if he did not agree with *** *** diagnostics2-HBW takes every contractor’s diagnostics serious regardless if there in our network or out of our network
*** *** called in and advised the floor board is now damaged due to the work *** *** didIt was explained the Agreement does not cover for consequential damageThis is explained in B-6; “We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property 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 *** *** feels that the independent service contractor, *** ***’s negligence caused damage to her floor board, her dispute is with *** *** and not 2-HBWThis is one of the reason we make sure all of the independent service contractors we contract with on pricing are licensed and insured
We regret we will not replace the dishwasher based on *** ***’s diagnostics advising the dishwasher is operating as it shouldWe do apologize that we could not be of further assistance in this regard2-HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement
Sincerely,
*** ** *** ***
*** *** *** *** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr***. Thank you for the opportunity to review furtherA representative of this department has contacted Mr*** to resolve this matterHe has gotten the air conditioner repaired through his own contractorA repair buyout of what HBW VI had paid to have the compressor replaced as well as the out of pocket costs was offered to Mr*** and he acceptedThe contractor relations department has contacted independent contractor AZ Remolding to be sure Mr*** gets his overcharge reimbursed to himWe discussed the Agreement and agreed it would not be cost effective to cancel itMr*** will not be canceling his AgreementWe respectfully request the Revdex.com to close this matter as this claim was resolved agreeably with both parties. We again thank him for bringing these matters to our attention as we do take them very seriouslySincerely 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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on October 11, 2017, *** *** reported her furnace will not turn onThe independent contractor, *** *** *** was dispatched and reported the transformer is out because the filter was stuck in the blower motorThere is no power, the technician would need to first replace the transformer before he knows moreThe representative denied the claim as a maintenance issuePer the Agreement under the Terms & Conditions; B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” Even though the Agreement does not cover to clean and maintain equipmentA failure that could have occurred due to the lack of maintenance is eligible for coverageA representative of this department called *** *** and explained that we have overturned the denial and have authorized American Home Service to replace the transformer
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process. We value her business and we look forward to serving her future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***

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 air conditioner claimThank you for the
opportunity to review and respond Our records indicate on May 30, *** *** reported his air conditioner was not blowing cold airIndependent service contractor, Integrity Appliance Services was dispatched to the home and reported the evaporator coil is leaking in the package unitThe evaporator coil was orderedOn June 10, 2016, Carrier national advised our purchasing department that the coil is a factory order and to allow 3-business daysIt was not until June 22, when Integrity Appliance Service called and found that the coil was now backordered until late July or early AugustA supervisor spoke to *** *** and offered him a repair buyout and his direct contact phone numberWe are understanding of *** *** situation and could not expect him to wait this longOn July 1, 2016, it was decided to replace the Adams’ package unit and the equipment was ordered HBRWC apologizes to the *** *** for the experience he has had concerning his hold time with the customer service department 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 centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

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 The condensing fan motor is just one part of many in a condensing unitThere is no justification to replace an air conditioning system due to one partThe contractor had only reported to HBRWC that the condensing fan motor needed to be replaced and that is what he was approved to doIf *** *** is still having issues with the condensing fan motorHe would just need to request a recall for Extraordin-AirIf this is related to the same issue, there would be no service fee duePursuant to page of the Agreement under; What is the 2-HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-HBW fails again within the term of the Service Agreement.” We do apologize if the contractor is relaying to you that the system should be replaced because of a condensing fan motorExtraordin-Air will be passed along to our contractor relations department to investigate and address Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on August 18, 2016, *** *** reported the water heater is tripping the breakerThe heating elements are rusted in place and cannot be removedIndependent service contractor, *** *** was dispatched to the home and reported the shorted elements that cannot be removed was tripping the breakerThe water heater needed to be replaced*** *** wanted the water heater installed the same dayHBRWC could not get the water heater until the next day*** *** quoted *** *** there cost to supply the water heater if he wanted this done on the same dayThe independent contractors cost is retailHBRWC can get the water heater at reduced rates due to the extremely high volume of water heaters we purchase from certain manufacturesA replacement buyout was given to *** *** on our cost to replace the water heaterHe accepted the buyoutThe buyout is a full and final settlement
The offer was made pursuant to section A-2a of the Agreement: “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 independent service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.”
Concerning his statement that we cover 100% of everythingThe first sentence of the Terms & Conditions of the Agreement, it states, "To keep the cost of this Home Warranty Service Agreement (Agreement) affordable, we cannot cover everything."
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 AgreementWe value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: On today Tuesday 10/10/17, we just received the message today at 4:pm regarding a "new" uncovered fee of $and I would like to keep this open until 2-Warranty has followed through. In brief, 2-Home Warranty originally told us that the uncovered cost was $567. They would not provide us with a written breakdown and advised us if we wanted a written breakdown we would have to get it from *** ***. Initially *** *** said they did not know why 2-was charging us anything. Nonetheless, we eventually received the breakdown from *** ***, which is attached in this response. On Thursday Oct 5th, I, *** ***-***, received a phone call from 2-Warranty stating that they "found" some other amount in the uncovered fees that they could cover and our cost would be $466. I informed him that I would have to discuss with my husband. 2-Warranty did not discuss in this complaint with the Revdex.com any of the previously mentioned issues, therefore, we are concerned about their credibility and thus we want to keep this ticket open until our unit has been replaced. We will be contacting 2-on tomorrow 10/11/17, to make arrangements to authorize the $150. Additionally we still don't feel that it is fair to not be reimbursed for the $that we paid for a part that is obvious that it did not fix the problem, because after the part was replaced, the unit still is not working
Sincerely,
*** *** *** ***

Initial Business Response /* (1000, 5, 2015/07/18) */
July 18,
Revdex.com # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received *** *** inquiryThank you for the opportunity to review and respond
Our records indicate that on June 23,
the independent service contractor, Best Care Home Services, LLC ("Best Care"), advised of $in non-covered costs that were for modifications needed to complete the repairsThese items would not be covered under *** *** Limited Home Service Agreement ("Agreement") per section B-2, which states: "When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions."
Additionally, *** *** chose to take a cash-in-lieu of repairs ("buyout") for the covered cost of the repairs in the amount of $on June 26, This amount is congruent with Section A-2a which states: "If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the "DOLLAR LIMIT" reduced by the service fee paid to the service contractor by you."
By accepting and endorsing the buyout check, *** *** acknowledged it as a full settlement of this covered systemHBRWC has fulfilled its obligation to *** *** per the terms of his Agreement and therefore were are unable to provide further reimbursement
We thank *** *** for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing his future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on March 31, 2017, *** *** placed a furnace claim alleging a network contractor installed a *** furnace (HBRWC supplied furnace) improperly*** *** had his own contractor ***’s *** *** *** *** (“***’s”) diagnose the furnaceThe out of network guidelines were immediately emailed to *** ***Number of the guidelines makes it very clear how HBRWC will make reimbursement:
“Emailed: ***
1. 2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement. 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement. The cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment. It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference
This is also located in the Agreement under the Terms & Conditions AProviding Service 2.a “If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.”
*** ***’s contractor ***’s reported “exhaust on the unit was crackedCondensation line was pumped outsideGas line to the furnace was missing a drip leg and was not inspected.” He recommended replacing the furnaceThe only breakdown he gave the representative was $ total ($in code and modifications + $material and labor)*** ***’s Agreement did not have Permit or code coverage in Per the Agreement in the Terms & Conditions; E-“We will not correct to bring into compliance, nor pay for corrections for violations of any building, fire, zoning code; other violations of local ordinances or state and federal laws or regulations.” In addition, his current Agreement does not have Permit or code coverageThis is located under *** *** *** *** under the Supreme Protection (Optional Coverage); “Corrections to code violations up to $per Service Agreement”Unfortunately, *** *** did not purchase the Supreme Protection optionEven if there were code issues that were not addressed in 2009, these code costs would have been out of pocket costs to *** ***Also, ***’s reported only one failure; the exhaust vent is crackedFlue venting is excluded from coverage under Heating “EXCLUDED: flue venting”
As *** *** stated, he contacted a second *** Certified contractor, *** *** *** (“***”)*** reported he did a visual inspection of primary and secondary heat exchangersFound rust on both heat exchangersHe found the primary heat exchanger was cracked where the manufacturer’s press the heat exchanger togetherThe only code issues are a pipe fitting in the furnace and no shutoff valveIn addition, he reported the cause of the failure was due to Wear and TearThe heat exchanger is the cause of failure, and the heat exchanger is under manufacturer's warrantyHis labor cost to replace the manufacture warranty heat exchanger was $$(code-pipe fitting and shutoff valve) and $material for flue venting support
It was then decided to send an independent network contractor, *** *** to settle this matter*** *** reported the primary heat exchanger is cracked due to wear and tearThe technician advised the manufacturer recommends gas piping/exhaust vent for unit to be no smaller than 3"2” is presently installedThe gas piping configuration itself is not correct and could restrict gas flow within the lines even furtherHis cost to correct the gas line $and vent piping $*** ***’s agreed pricing with HBRWC for replacement of a manufactures warranty heat exchanger is $
A representative spoke with *** *** and advised we are proceeding with replacing the heat exchanger*** *** stated that he will not allow anyone to work on this furnace but his contractor ***'s Heating & A/CThe representative offered the cash buyout of $- $his service = $
*** *** disputed, and feels that we should cover for the vent mods, gas line mods, and permitIt was explained that these items were not eligible for coverage in under his Agreement and are not eligible now under the current Agreement*** *** refusing that answer and emphasized our contractor *** was not licensed in the area and it is his fault this is out of codeThe representative acknowledge *** should have addressed the code upgrades, venting and gas line mods back in 2009, but it does not change the fact that code and modifications are not eligible*** *** advised he does not wish to proceed with *** *** or receive the $towards repairs
When a furnace is replaced, many times, code upgrades are likely*** would not have taken a furnace out of code, they just did not upgrade to code when they installed the new furnaceThe *** Certified contractor, *** and the network contractor, *** *** both reported the heat exchanger is cracked due to wear and tearThe furnace itself was not improperly installed, it just needs to be bought up to codeBoth of these contractors were willing to replace the heat exchanger under manufactures warrantyThey were both willing to bring the furnace up to code at a fair cost to *** *** ***’s *** Certified contractor *** and the network contractor *** *** costs were much more reasonable than ***’s costIt is unknown as to why *** *** decided to proceed with ***’s as his cost is so extremeThe independent network contractor, *** *** has proven to provide its customer’s fast, reliable, professional service
As stated earlier, Per the Agreement A-2.a, payment is determined by the network contractors pricing*** *** was also sent an email at the beginning of his claim on how payment is determined if he chooses to use a contractor out or our networkUnfortunately *** *** still chose ***’s over *** ***We regret, we are unable to reimburse any additional amount over the $HBRWC 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

Our records indicate on September 9, 2016, Mr*** reported a water heater claim onlineIndependent contractor *** *** was dispatched and reported the elements are out and leaking where they are threaded into the water heaterThe contractor was authorized to replace the water heater
and the water heater was ordered
HBRWC does not have any control over scheduling appointments between a customer and a contractorWe would have no way of knowing if a scheduled appointment was canceledThe contractor did report that this was a lowboy water heater and that is what the representative orderedThe contractor did order the correct water heater online and has reported the water heater has been installedThe contractor has been sent to our contractor relations department to address/recap the scheduling and ordering process
HBRWC apologizes to Mr*** for the experience he has had concerning the delay of his water heater claimWe 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 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 *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the
opportunity to review and respond Our records indicate that we did receive the invoice from *** *** on the cost of the control board replacement from his out of network contractorIn network contractor pricing was used to determine our cost of the control board and a check was sent to *** ***, July 1, Since there was some confusion on this claim, as a gesture of goodwill, we have decided to reimburse *** *** the full amount of the invoice less his service fee HBRWC apologizes to *** *** for any experience he has had concerning his hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on March 5, 2018, Mrs*** reported her water heater is leakingThe independent contractor, *** *** *** was dispatched to the property and reported the water heater is leaking from the top, a lot of rust on the top of the unitIn *** *** professional opinion, the water heater has been leaking much longer then the Agreement’s effective date of February 10,
Rust stains indicate leaks and are indicative of a long-term problem with the water heaterGiven the amount of rust *** *** reported along with their professional opinion; this was enough evidence to determine the water heater was not in good working order a few weeks earlier when the Agreement went into effectThe water heater is not eligible for coverage pursuant to the Agreement’s Terms & Conditions; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service period.”
We regret that we cannot be of further assistance in this regard2-HBW has fulfilled their obligations as specified in the Terms & 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 (“2-HBW”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) that went into effect August 24, and applicable claimThank
you for the opportunity to review and respond
Our records indicate on August 25, 2017, *** *** reported online, his oven is not heating up to the correct TemperatureThe independent contractor, *** *** *** was sent the dispatch*** *** went to the home but did not call in their diagnosticsThere were numerous attempts to get a hold of the contractor for his reportOn October 23, 2017, *** *** called in and reported the left and right door hinge have failed. The right burner and control have burned outThe door hinges are bent down to the point the door will not shut
The claim was reviewed due to the claim was called in the day after the Agreement’s effective date with multiple unrelated failuresIt takes much longer than day for all of this to occurIt was determined the failures occurred prior to the effective date of the AgreementThere is enough evidence to determine the oven was not in good working order at the beginning of the Service Agreement and the claim was denied as stated in the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement.” The representative spoke to *** *** and explained why the oven is not eligible for coverage and he reimbursed *** ***’s $service feeIt will take approximately to business days to receive the check
We apologize to *** *** as Johnson’s should have called in the diagnosis in a timely manner so 2-HBW could have notified him that his oven is not eligible for coverage
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on June 21, 2017, Mr*** reported his air conditioner is not reaching the desired temperatureThe independent contractor, *** was dispatched to the property and reported “no failures to the air conditioner, it is just too small for the home.” Mr*** presently has a ton system and he should have a ton systemIf Mr*** would please refer to his Agreement as to why his air conditioner is not eligible for coverageIt states at the beginning of the Terms & Conditions; “We provide service for covered systems and/or appliances: that do not perform their primary function due to wear and tear;” There is no failure to the air conditioner and it is operating as it shouldIn addition; B-“Costs to repair failures due to inadequate capacity… will be at the homeowner’s expense.” In this case, Mr***’s air conditioner is too small, and not adequate to cool the home to the desired temperatureIn order to correct this, he needs to purchase a larger capacity air conditioner as this is not eligible for coverage under the Agreement
The only time HBRWC will use a refurbished/rebuilt part is for a control board and this is only when the original board is no longer manufacturedHBRWC has never used refurbished equipment
We regret we will not install a larger air conditioner because Mr***’s present air conditioner is too smallWe do apologize that we could not 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 President
Home Buyers Resale Warranty Corporation

The Office of the President at 2-Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by *** *** *** ***We have located their Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to
review and respondWe sincerely apologize for any frustration or inconvenience that Mrand Mrs*** may have experienced during the claim handling processOur records indicate on January 5, 2016, a heating claim was set up on line, reporting the unit was not workingThe independent service contractor, Conserv-Air Company was dispatched to the property to evaluate the claim furtherOn January 8, 2016, Conserv-Air reported this is an R-heat pump systemThe fan motor on the condensing unit was shutting off due to thermal overload and the condensing coil was leakingHe further stated the customers auxiliary heat was workingThis information was sent to our parts inquiry department to determine if the condensing unit should be repaired or replacedThe parts inquiry department determined it was best to replace the condensing unitA new R-condensing unit was ordered for ship to shop to Conserv-AirThe eta was January 20, On January 22, 2016, Conserv-Air called in stating they received the R-condensing unit but they needed a 410A condensing unitEven though Conserv-Air reported they needed an R-unit initiallyHBRWC immediately authorized Conserv-Air to supply the 410A condensing unit as not to delay the claimConserv-Air stated they can get the 410A unit the next day, thus causing a one day delayPursuant to the Agreement, section B-"We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties." Although we strive to provide fast and reliable service to all of our customers, this delay in obtaining parts was beyond our controlConserv-Air has reported that the new 410A condensing unit was installedMrand Mrs*** also requested in their desired settlement that they would like to be compensated for the increased energy costs due to using there auxiliary heatIf they would please refer to their Agreement, section B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” HBRWC would again like to apologize for any inconvenience Mrand Mrs*** may have experiencedWe would like to thank them for bringing their concerns to our attention as we do take them very seriouslyWe look forward to servicing her future warranty needsSincerely, Office of the President Home Buyers Resale Warranty Corporation