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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable refrigerator claimThank you for the
opportunity to review and respond Our records indicate on July 4, 2016, *** *** reported his freezer is working but the refrigerator portion is not Independent service contractor, ASAP Home Services was dispatched to the home and found: “A blockage in the air vent to upper portion of fridge, air flow is good on lower vent of fridge, however an object is obstructing flow to the upper ventVerified blend door is open and functioning and temps are where they should beThe vent that is blocked is cast into the rear body panel and not accessible to clear the blockageIt is suspected that the Styrofoam encasing that vent has dislodged and blocked air flowThe unit has had all identifying markers removed i.emodel/serial and manufacture plant/origin plantUnit is marked as a defective resale unit.” The claim was reviewed by our in house appliance expert with the technicianWhen the blend door is open and functioning, only insulation other than a foreign object can restrict the air flow of a ventThe failure is with the insulation inside the air manifold, blocking the flow of airInsulation inside of any refrigerator is part of the interior thermal shell which is excluded from coverageIf *** *** would please refer to his agreement on page under Appliance exclusions; “EXCLUDED: Multi-media center, racks, shelves, interior thermal shells, food spoilage and freezers which are not an integral part of the kitchen refrigerator.” 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. We appreciate *** *** for bringing this to our attention as we do take these matters 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 inquiry submitted under case by *** *** ***We have located *** *** *** Limited Home service Agreement (“Agreement”)The Agreement was effective February 4, and
expired on February 3, We sincerely apologize for any frustration or inconvenience that *** *** *** may have experienced during the claim handling processOur records indicate on February 13, 2015, *** *** *** reported when she flushes the upstairs toilet, the downstairs toilet floodsIndependent service contractor Non-Stop Drain Cleaning was dispatched to the home and found the main sewer line was clogged, the technician snaked and cleared the lineOn March 23, 2015, *** *** *** reported the toilet is overflowing againThat it is the same problem with the same toilet as last monthHBRWC sent *** *** *** an email explaining a recall has been set up with the new work orderNon-Stop Plumbing was sent the recall dispatchThey accepted the dispatch and attempted to contact *** *** *** on separate occasions, March 26, and March 27, 2015, both times they left messages on her voice mail to call and schedule, but she did not respond to their messagesShe did not respond to HBRWC emailMany drain stoppages can clear themselvesNon-Stop Plumbing and HBRWC assumed *** *** *** no longer needed a technician out at the property since she did not respondIt was not until January 30, (months later) when *** *** *** reported to sales that the “upstairs toilet still does not work right and she has to fill it with a bucket, the garbage disposal and dishwasher back up and flood the kitchenThe downstairs toilet runs for minutes after it's flushed, there is very poor water pressure, and her refrigerator has been running hot for weeks and caused all the food to spoil.” HBRWC does not show any records of the upstairs toilet not working, dishwasher flooding, garbage disposal backing up, and refrigerator being hotA representative from this department informed *** *** *** that if she is still having issues, we can send out a different contractor (she did not want Non-Stop Plumbing) to address all the plumbing issues and a contractor to address the refrigerator*** *** *** agreed to have a different contractor to service her plumbing issues and a contractor to service her refrigerator*** *** DBA B & J Heating Air & Electric (licensed plumber) was dispatched for the plumbing issues and * *** International DBA Appliance Repair was dispatched to diagnose the refrigeratorOn the plumbing issues, there were several back and forth attempts from *** *** DBA & J Heating Air & Electric and *** *** *** to set a scheduled appointmentBoth claim that they had set scheduled appointments*** *** *** reported the contractor did not show and the contractor reported there was no one homeSince this was a he said, she said, we offered *** *** *** to seek her own out of network service contractorShe refused this requestIf *** *** *** would please refer to the Terms & Conditions of the Agreement “A-PROVIDING SERVICE No claim forms are used, but we must pre-approve service by an authorized, independent service contractorIf an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured.” On the refrigerator claim, * *** International DBA Appliance Repair reported “the failure was due to the freezer door being left ajar. The freezer door staying open allowed warm air inside the refrigerator which led to the unit running constantly and the defrost side freezing upInside the freezer there is Styrofoam as well as plastic, so it cannot he heated. Thus, the unit will need to be unplugged for hrs in order to thaw out the system. After that, the freezer will be operationalAs there is no mechanical failure to this refrigerator, no parts or further service is needed at this time.” The service fee was waived for customer satisfactionThis information was emailed to *** *** ***The representative has attempted to contact *** *** *** by phone for the plumbing issues but was unsuccessfulOur only means of communication has been by emailOn February 22, 2016, an email was sent to *** *** *** “We are really trying to help resolve your claims At this time HBW has phone numbers for you and have been unsuccessful in reaching you at any of them We would like to know which number is the best one and a time(s) you are available so we can help close these claims up for you We understand you are frustrated but with your help, we feel confident we can resolve the issues However, if you don’t have that confidence and would like, we can cancel and refund your full service agreement and you can use those funds to fix your claims.” *** *** *** has not responded*** *** *** mentioned in her complaint, she would like compensation for her and her family’s inconvenienceWe regret that we will not be offering any compensation for the inconvenience incurredIf she would please refer to her Agreement, Section B-which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” *** *** *** has been given her options and we are awaiting her responseWe thank her for bringing these matters to our attention as we do take them very seriouslySincerely, 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 14, 2016, *** *** reported her air conditioner was not blowing cold airIndependent contractor, *** *** was dispatched and reported the compressor had locked up*** *** is correct, HBRWC originally was going to replace the condensing unit instead of replacing the compressor until we found out that the condensing unit was on a rooftop and required a craneThe contractor wanted $1,for crane rental and he was also wary about working with oneIt was decided to move forward with the compressorThere was a conflict between *** *** and *** ***We attempted to locate another contractor but we not able to locate any that worked on ac units on rooftops of condo’s or apartments*** *** was able to locate a contractor** ***They were authorized to replace the compressor and *** *** was reimbursed
HBRWC apologizes to *** *** for the experience she has had 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 customersHer concerns enables us to make corrections and continue to improve our service*** *** service fee has been reimbursedIf she would still like to cancel her Agreement, she may send a written request to ***The Agreement would be cancelled as stated in section F-of her Agreement
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/22) */
The Office of the President at *** ("***) is in receipt of the inquiry submitted under case XXXXXXXX by *** for the property at *** in Midway ParkWe 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*** may have experienced during the claims handling processOur records indicate that there was a delay in this claim due to the necessary compressor being an Original Equipment Manufacture (OEM) part which had to be ordered from a supply house in a different stateDue to the inconvenience we agree to reimburse the $in non-covered charges that Mr*** paid to the service contractorMr*** may expect to receive a check in the mail within 10-business days
We would like to thank Mr*** for bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs
Sincerely,
***
Office of the President

Complaint: ***
I am rejecting this response because:I spoke with the contractor who told me it was not in the interior lining and that the crack was in a seam of the drain impeller by the motor drainComplete appliance repair told us the warranty should replace it after reviewing our policyAs did the original 2-representativeWe remain highly critical of this warranty company and recommend a strong downgrade to their ratingVery disappointing and they have shown they will not do anything to make this situation right.
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 May 11, 2017, *** *** reported her air conditioner turns on but the fan won’t turnThe independent contractor, *** *** *** was dis***ched to the property and reported online; replaced thermostat and added lbsof refrigerantA recall was set up for ***s as *** *** was still having ac issuesWe were unable to get a hold of ***’s in a timely mannerThe independent contractor *** *** was dis***ched and reported “rodent damage to wires, dirt on coil, shrader valves caps offNeeds wire repair and cleaning”Per the Terms & Conditions of the Agreement; B-“There is not 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): …pest damage, pet damage” *** *** was explained that damage caused by rodents were not eligible for coverage*** *** disputed the denial because ***’s did not find the rodent damageWe were still not able to get a hold of ***’s appliance so the representative decided we will cover for the wiring
There were numerous attempts to get a hold of *** for the cost of the repair of the wiringWhen they were contacted, they did not know the extent of the damage until they go back to the home and investigate furtherOn July 14, 2017, *** *** called in and advised *** was out yesterday to diagnoseThe representative explained *** has not called in their findings yet*** *** decided to use her own contractor and the guidelines for using a contactor out of our network were emailed to her:
“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 locate in the Agreement under the Terms & Conditions; A-2.a “If we elect payment, the amount will equal the lesser of (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost)”
*** ***’s contractor total report: “bad caps were not allowing compressor to startOnce the caps replaced, the compressor startedThe technician found that the unit is low on refrigerant and performed a leak testWhen performing the leak test, the tech found that there are leaks in the indoor evaporator coil as well as the condensing coilThe technician recommends a full system replacement.” Her contractors total cost to replace is extreme compared to HBRWC’s standardsIf HBRWC went with *** ***’s contractor, the above conditions in number would applyThis would be costly to *** ***
It was decided to dis***ch another network contractor, *** *** *** * ***The technician reported the system was void of refrigerant and both coils are leakingThis diagnostics matches *** ***’s contractor’s diagnosticsIt was decided to replace *** ***’s air conditioner and the equipment has been ordered*** *** was refunded her service fee and her contractor’s diagnostics fees were also approved
We apologize in advance to *** *** if any of our customer service representative(s) disconnected the phone call after being placed on holdThis matter is being investigated internallyIt also should not take independent contractors to conclude the cause of failureWe value *** ***’s business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/05) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted under case number XXXXXXXX by *** ***We have located Ms***'s Limited Home Service Agreement ("Agreement")Thank
you for the opportunity to review and respond
After careful review of Ms***'s heating system claim, we agree with Ms*** that her claim should not have been deniedWe sincerely apologize for the error that occurredAt this time, HBRWC has reached out to the service contractor Quality Services who completed the work and requested they submit a copy of the invoice for the repairs Ms*** paid forUpon receipt of this invoice we will reimburse her the eligible cost of repairs which will be the total cost less Ms***'s $service fee and a $non-covered charge for disposal of the old circulator pump
If she chooses, Ms*** may also submit this invoice herself by emailing it to ***@2-10.com or via fax to *** She may expect a check in the mail within 7-business days of HBRWC receiving the invoiceHBRWC would note this is not required of Ms***, as Quality Services did agree to submit the invoiceHowever, there are times a customer is able to submit this more quickly than a service contractor
We would note that while her claim is eligible, Ms***'s Agreement does state that HBRWC does not offer coverage for any failures that predate the service periodThis is stated in section of the Agreement as follows: "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."
HBRWC would like to thank Ms*** for bringing this to our attention as we do take such errors very seriouslyWe apologize again and reiterate that we will be reimbursing her the eligible expenses that she incurredWe look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by *** ***Thank you for the opportunity to review further We were not able to locate the invoice for the attic fanA representative of this department sent a direct email to *** *** so he may reply with the invoiceOur records indicate that the first contractor did not do any work but *** *** paid his service fee to himThe service fee has been reimbursed due to his dissatisfaction of the first contractorThe fan invoice for $has been received and has been reimbursedIt will take approxbusiness days for *** *** to receive the checksIf for some reason he does not receive them within that time frameWe ask him to respond to the direct email he has and the check(s) will be tracked Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on May 22, 2017, *** *** reported this air conditioner is not blowing cold airThe independent contractor, *** *** * *** was dispatched to evaluate the air conditioner furtherOn May 25, 2017, *** reported the blower relay had shorted outNormally the contractor supplies small parts such as this but the contractor requested HBRWC to order the partThis was sent to our supply research team which located part in *** ** and on May 26, 2017, the part was ordered with an eta of 5/31/Our system is set up, when a part is ordered an email is generated to the customer as wellApparently *** *** did not receive the emailOn June 1, 2017, *** *** called for an updateThe representative contacted the contractor who reported that *** left a sticky note because there was no one there to accept the delivery of the partThe contractor assured the representative he will pick up the part from *** himself and schedule with *** ***
We hope *** *** understands that there are some things that are out of our control such as part orders. Per the Agreement under the Terms & Conditions B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.” On June 5, 2017, a representative of this department contacted *** *** to check on the status of repairHe had a scheduled appointment later that afternoonOn June 7, 2017, the representative contacted *** and reported the relay has been installed and the ac is operational. In *** ***’s desired settlement he is requesting the refunded of his $service feeAs a gesture of goodwill, the service fee has been reimbursedIt will take approximately to business days to receive the checkIf he does not receive the check within that time, we request he call accounting at ***
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process. We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by *** ***. Thank you for the opportunity to review further
The supervisor handling this case has received his diagnostics report on 9/19/*** *** has direct contact via email with the supervisorThe supervisor is reimbursing *** *** the amount he is asking for and will follow up with himIt will take approximately business days to receive the checkWe ask *** *** to work directly with the supervisor if there are any other issuesThis allows for the quickest resolution
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 July 2, 2017, *** *** reported *** *** reported on line her air conditioner is not turning onThe independent contractor, *** Heating & Cooling was dispatched to the property and reported the condensing fan motor and capacitor are out and needs to be replacedHBRWC ordered the parts to be shipped to the contractors shop with an eta of 7/12/On July 17, 2017, *** *** called in because the work has not been done*** was contacted and stated they had not received the fan motor or capacitorAs to take care of the customer, supplied the parts*** reported online the repair was complete on July 19,
We do empathize how frustrating it can be without air conditioning and hope *** *** understands that there are some things that are out of our controlWe have no control over a shipment that was confirmed shipped to ***’s addressThis is explained in the Agreement 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 in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.”
We acknowledged *** *** statements regarding her customer service, contractor experience and not returning phone callsThis will be investigated internally as this enables us to make corrections and continue to improve our service
We regret, we are unable to compensate *** *** for her experienceThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution 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 damage.” HBRWC would like to apologize for the inconvenience *** *** has experienced
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/22) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Ms***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We apologize for any frustration or inconvenience that Ms*** may have experienced during the claims handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will internally review and evaluate Ms***'s statements regarding the first contractor, *** Heating & Air
With this said, we regret that we will be offering any remuneration to Ms*** for loss of wagesSection E-of her Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
At this time, the contractor *** *** and *** has been authorized to replace the outdoor heat pump unitThe contractor will call Ms*** to schedule an installation time once the equipment becomes availableWe would like to thank Ms*** for bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mental stress that I have endured to have my AC units replaced/repaired is far more than "incidental, indirect, special, etc.", as noted by the companyThe continued issues I have faced has exasperated my medical conditions resulting in loss of enjoyment of life, depression, a feeling of helplessness, and total aggravationI have been more than accommodating in hopes of resolving this matter and being able to return to a peaceful state of beingThe lower level unit has now been replaced on June 25, 2015, taking a total of approximately seven weeks for completion which is unacceptableThis is the business 2-Home Warranty handles and timeliness is a major concernI still have no resolve regarding the second level AC unit which continues to make an unbearable noise which affects my daily lifeEvery time I walk into my home I am no longer at peace, there is total annoyance and my sleep is disruptedInitially it took around six months to get the second level replaced, May until November 2014, and a total of two new unit installs, before operationalThis too was untimely and ineffectiveThis AC unit continues to be a problem however 2-has now advised me they closed out the second level claim because I refused to pay for a second opinionIt is my contention that the same Tech who misdiagnosed the earlier problem on May 9, 2015, continues to be at fault and that claim was never resolvedAdditionally, I have yet to be reimbursed $for the previous second opinion received May 10, 2015, on the first level unitWhere does my financial burden end? I paid non-covered fees of $for the first level installI am only requesting services for which I have already paid and 2-offered reimbursement of the service fee, which I acceptedFurthermore, I have loss wages which remain an issue, coupled with four additional hours; June 10, 2015, since my initial filing, for no show due to total incompetence, inattentiveness to business and failed availability of partsThis is not taking into account the required two hours used on June 17, for the new contractor to make his diagnosis, nor the June 25, 2015, installation timeAlso, yet another service contractor has removed himself because of 2-inept service and placing a bad light on his companyFurthermore, the inability to speak with one representative is stressful and overwhelmingI am forced to deal with insensitive Customer Service Representatives (CSR) who reacts with attitude, defensiveness, sarcasm and arroganceI have a right to ask questions to understand your claims handling process however I am not treated in that mannerWhen I attempted to express the extreme temperatures and my discomfort, one CSR, *** rudely interrupted me and went as far to say that he knows about the weather in this area because his family member lives in *** This was to me a show of total disregard and lack of empathy for these ongoing problems I faceI again request that you give prompt consideration to my request to have my AC units' operational, my second opinion reimbursement paid and my loss wages settledI look forward to the immediate resolution of this claim
Final Consumer Response /* (4200, 16, 2015/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am totally not in agreement with the proposalwarranty has failed to provide the quality service they promised and now uses loop holes in the agreement to avoid making it rightI started this process having had Trane air conditioner units that never experienced a noise issueThey have each been replaced with less comparable unitsLevel unit is faulty based on the noise level that has always existed since it's installationLevel one is now having similar noise issuesI question whether either unit was new or refurbished or other wise faulty at installationI never received any invoice information at installationIt appears that 2-wants a second opinion for equipment they already know is not functioning properlyI am not disagreeing with them providing a second opinion, only the cost for that second opinion
On Friday 09/04/I left a voice message to speak with the Revdex.com representativeKindly contact me upon receipt of this response for further discussionI have questions on how to proceed with this process and Revdex.coms involvement with the final determination
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 18, 2015/09/24) */
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
We would refer Ms*** to our previous response in which we indicated that section E-of her Limited Home Service Agreement states that, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." The additional reimbursement that she is requesting is not eligible for coverage since HBRWC does not offer any remuneration for loss of wages
Additionally, we would reiterate that section E-of her Agreement states that HBRWC is not responsible for repairs of any noisesIf Ms*** wishes to place a service request to have the noise evaluated, she may call XXX-XXX-XXXX at any time and we will send a second opinionIf it is determined there is a mechanical failure and that is why the unit is making a loud noise, she will not owe a new service feeHowever, we will not waive the service fee if the second contractor founds the system is functioning as intended with no mechanical failures
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: I understand that the damage to the wall wouldn't be covered if there were no previous problemsHowever, the first call was made to the home warranty on 2/01/of the refrigerator leakingBecause of lack of communication on the home warranty side with contractors, this issue should have been resolved in a timely mannerBecause I have waited months and the issue still isn't resolved, this has caused the leaking to continue making the issue worsen over timeThe contractor did come out and had to order another partHowever, *** *** *** *** has not returned with the new part that was orderedThe first time that *** *** *** *** came out to assess the issue was in April of This was when they originally claimed to have ordered the two parts but never returned to install them and then never answered my calls or returned them out of the four voice mails I had left which included my phone number.Please notice I have attached the details of calls to 2-Home Warranty *** with the pictures of the water damage. Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:2nd contractor did not show up to replace the valve
Sincerely,
*** ***

We have reviewed Ms*** complaint. We also received correspondence via Consumer Affairs. The parts were coming from *** (Manufacturer) and that is where the communication broke down between 2-10, the contractor and homeowner. We worked with our Purchasing department to rectify
the situation and the repairs were completed on September 26thWe are truly sorry for the delay and service Ms*** experienced. We have researched and addressed the departments and individuals that did not provide the level of service that we expect

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I did return the phone call to 2-Home Warranty Purchasing Supervisor at ###-###-#### and did not receive a return call from ***(???)
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on April 27, 2016, *** *** reported her air conditioner is not blowing hot airIndependent service contractor, *** *** was dispatched to the home and reported the system was almost voice of FreonA leak detection found a leak in the evap coilWe authorized the contractor to supply the coil and the contractor reported the work was complete on June 1, On July 13, the air conditioner was having issues again and a recall visit was set up for *** ***, however they were a no showThe independent service contractor *** *** * *** was dispatched and reported the control board shorted outThe board is specific to this unit and was sent to our parts inquiry department to locate itThere was a delay in the order of daysThe contractor had ordered the parts ship to their shop but the parts were arranged for the contractor to pick the part upThis caused further delay and the part was changed to be shipped to the contractors shopThe board was installed on August 10, *** *** was still having issues and *** was recalled back to the homeThey found the system was low on Freon, they could not detect a leak and added leak seal*** *** was still having issuesShe reports the thermostat will not go below 72-degrees and the thermostat is set at The customer is getting a 15-degree temp differential which is but the thermostat is not registering correctly
A supervisor has been assigned to work directly with *** *** until there is resolutionThe supervisor requested *** *** to get her own opinionHer contractor, *** *** *** *** *** called in and reported both systems are undercharged and recommends a leak detectionWe are waiting for their complete diagnosis
We acknowledge some of the delay that was preventable when the inquiry department did not locate the part in a timely manner, then set the order as will call at the warehouse instead of ship to the contractors shopHBRWC apologizes to *** *** for the experience she has had concerning her customer service and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than call volume in the call centerIn her desired settlement she requested the cancellation of her renewal Agreement refunded in fullThis has been done
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on December 31, 2017, Mr*** initially reported his furnace claim online as it is not blowing hot airShortly afterward, he called in advising the contractor that we sent the dispatch to can’t come out todayThe representative offered to set up another network contractor or the option of using his own contractorMr*** wanted to see who he could get outThe out of network guidelines were then emailed to Mr***Number of the guidelines makes it very clear how 2-HBW will make reimbursement:
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: ...(ii) the amount we would pay for parts and labor for covered service based upon our contracts with
service contractors (this amount is usually less than retail cost or your actual cost)”
Mr***’s contractor called in and reported the furnace was not runningThe technician found the high limit safety switch had failed and needs to be replacedWhen the representative asked for his cost breakdown, the technician advised that his Boss has to supply this but the office is closedThe technician was to call back with the cost breakdownApproval was not given to the contractorThere is no business that would approve a contractor without knowing the cost of the jobIn addition, the high limit safety switch is a very minor component which can be easily replaced by an HVAC technicianIt was not until we received the invoice, after the work had been completed, the extreme cost breakdown his contractor chargedAs shown on the invoice:
Labor - $
Blower motor - $282.10
Capacitor - $
Flame sensor - $
Air flow high limit - $
His contractors cost for the high limit switch of $is reasonable and we would have considered reimbursement to replace itMr*** advised in his complaint that his contractor made a temporary fix on December and he had heat before completing the repairs on January His contractor’s diagnosis on December 31, only identified the limit switch, which would be an acceptable permanent fixHis contractor did not report any other issues with the furnaceMr***’s claim was priced out what we would have paid a network contractor as specified in the guidelines that were emailed to him and A-2a of the Terms & Conditions of the Agreement
We regret, we are unable to reimburse any additional amount2-HBW 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, 4, 2015/06/11) */
The Office of the President at *** ("***") is in receipt of the inquiry submitted under case number XXXXXXXX by *** We have located Ms*** Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
Our records indicate that on *** 25, Ms*** contacted *** with the report that his pool pump was jammed and would not turn onThe claim was dispatched to the independent service contractor *** for serviceOn *** 28, the contractor stated that the discharge line was bent at a degree angle which caused backpressure that burnt out the pool pump
We regret that this claim was not eligible for coverage per section B-of the Agreement which states, "Costs to repair inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, correction of improper installations or correction of mismatched equipment will be at homeowner's expense." A properly installed discharge line will be straight for at least 6-inches with no bends presentIn Ms*** case, the discharge was bent right off of the pump
Additionally, section of the Agreement states, "We provide service for covered systems and/or appliances that: do not operate correctly due to wear and tear." Since the failure was caused by the discharge pump not being installed at the correct angle, the pump did not fail from wear and tear
We disagree with Ms*** statement that *** "conspired" with our contractor with the intention to create a denialThe service contractor *** does not make coverage decisionsRather, the service contractor reports what is observed, and *** determines whether coverage will be offered or not
As Ms*** does disagree with the cause of failure to the pool pump, *** will offer to send a second opinion to her propertyThis second contractor would also be dispatched through ***'s list of service vendors in her area, however, they would not be given any information regarding the first contractor's reportThis helps prevent any bias on the part of the second contractorIf the diagnoses differ and the second contractor states the failure was caused by wear and tear, *** will offer coverageOn the other hand, if the second contractor's diagnosis does corroborate that the failure was caused by the discharge line not being installed correctly, a new service fee will be due to the second opinionIf Ms*** is interested in this option we request she call *** so we may dispatch a second contractor
We regret that we will not be able to fulfil Ms*** request for a full refund of her AgreementPer section F of the Agreement: "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement for the unexpired term will be refunded to the party purchasing the Agreement." If Ms*** does wish to cancel and receive a pro rata amount, she may do so sending this request in writing to ***
Again we apologize for any frustration that Ms*** may have experiencedWe appreciate Ms*** bringing this to our attention so we may evaluate the matter further, and we await her response regarding how she would like to proceed
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 *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on July 10, 2017, *** *** reported her air conditioner is blowing hot airThe independent contractor, *** *** was dispatched to the propertyOn July 16, 2017, prior to receiving *** ***’s diagnostics, the ***’s requested a different contractor stating they have been to the home times and her ac is still not repaired*** *** was cancelled and the independent contractor, *** *** *** * *** was dispatched, scheduled an appointment with the ***’s on July 20, and reported the evaporator coil is leakingEpic was approved to replace the evaporator coilThere were some out of pocket costs that the Agreement does not cover that the ***’s needed to accept before the order was placedOn July 25, 2017, *** *** accepted the out of pocket costs and the coil was ordered for install
We do apologize for the experience *** *** had with the independent contractor, *** ***. HBRWC was not aware they were at the home times and were not able to fix the issue*** *** has been sent to our contractor relations department to address this issueA stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceWe would note that pursuant to section B-of *** ***’s Agreement which states, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor." Even though we are not responsible for an independent contractors actions, we will do everything possible to expedite the service, as in *** ***’s case, her request to dispatch a different contractor
For this reason, we regret that we will not be offering any compensation towards *** ***'s electric bill, nor will we refund the cost of refrigerant for temporary coolingPer section B-of Ms***’s Service Agreement, "We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage." In addition, HBWRC will not authorize to add refrigerant for temporary cooling to a known leaking system unless it is needed to do leak tests or when it is needed to complete the repairs
Our company has acted within the bounds set in the Service Agreement, we request this matter be closed. We do thank *** *** for bringing this to our attention as we do take these matters seriously. We look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation