2-10 Home Buyers Warranty

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

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 (“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 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 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 *** *** *** 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 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

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 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 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, 4, 2015/08/10) */
The Office of the President at Home Buyers Resale Warranty Corporaton ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located *** ***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We sincerely apologize for the delay that *** *** has experienced during the claim handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have this matter reviewed internally to see how such delays may be prevented in the future
We acknowledge *** ***'s complaints regarding the customer service he receivedWe would like to thank *** *** for bringing this to our attentionOur computer system has captured the dates and times that *** *** contacted us which allowed us to pull the telephone calls in question and take necessary action
Our records do indicate that *** ***'s air conditioning system was successfully replaced on Jul 28, We apologize again for the delay
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

Initial Business Response /* (1000, 6, 2015/08/05) */
August 3,
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by *** *** on July 20, Thank you for the opportunity to review and
respond
We do apologize for any frustration or inconvenience *** *** may have experienced during the service request handling processThe parts and response time issues have been investigated further internally by our company to enhance our service request handling process
In *** ***'s inquiry he mentioned some dates involved with his service requestAfter reviewing, our records indicate that it was placed with our company on July 11, 2015, and reported noticed on July 10, We dispatched Aire Serv of *** *** an independent in network service contractorAire Serv of *** *** informed us they had left *** *** a voicemail on July 12, 2015, to schedule a diagnosis appointment with them*** *** also contacted us on July 12, 2015, to inform us they had an appointment scheduled with an independent out of network service contractor for Monday, July 13, We cancelled the dispatch with Aire Serv of *** *** and emailed the procedure instructions to the *** for utilizing an independent out of network service contractor to ***@yahoo.com
We received the diagnosis from Enhanced Heating and Air, an independent out of network service contractor, on July 13, 2015, that the compressor had failedAs *** *** mentioned in his inquiry, Enhanced Heating and Air quoted to replace the system due to this failure at a cost of $Enhanced Heating and Air did not provide a cost breakdown of neither parts, nor laborWe informed *** *** on July 13, 2015, that we were reviewing coverage and eligible costs pursuant to the Terms and Conditions of the Limited Home Service Agreement ("Agreement")
*** *** mentioned in his inquiry that we offered a reimbursement of $58.00, and this was for service fee and disconnect less his service feeThis amount was based on our costs pursuant to the Agreement sections A2a (ii); "In some instances we may pay cash instead of performing a repair or replacement service, when: aIf 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 authorized service contractors (this amount is usually less than retail cost or your actual cost)." And Pursuant to the Agreement section Who pays what? Page 3; "A service request must be received by us during the Service Agreement period2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paidYou are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service callA service call means each
visit by a service contractor for a single service (plumbing, electrical, appliances, heating and air conditioning and pools/spas)The service fee is due when the service contractor arrives at the home."
Regarding reimbursements and payments that *** *** mentioned in his inquiry, we did offer and authorize a goodwill reimbursement of $for temporary cooling units after receiving the receipts for purchase, we authorized the reimbursement of $58.00, as aforementioned above and we authorized a buyout in the amount of $1213.00, pursuant to our cost to replace the failed compressor
*** *** additionally inquired what company we would order the compressor from, documentation and part numberWe are not in a position to provide written documentation between HBRWC and the Trane supplier for this Trane compressor due to proprietary informationWe can inform *** *** that the supplier is Trane and part number for the compressor was COMXXXXX, and additional kit parts, KIT01159, KITand KITwere also necessary and inclusive in our buyout offer to *** ***XXXXX
*** *** also mentioned in his inquiry that he questioned our costs for eligible repairsPursuant to the Agreement page 8; "ADDITIONAL TERMS OF COVERAGE: To keep the cost of this Home Warranty Service Agreement ("Service Agreement") affordable, we cannot cover everything." Also, as mentioned in the previous fourth paragraph in our response section A2a (ii) we
We are not offering any additional monetary compensation pursuant to the aforementioned aboveWe thank you for your understanding concerning this matterWe do take these matters very seriously and we thank you for bringing these concerns to our attention
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: I never got an explanation on why they started charging me a monthly fee when my new contract that does not go into effect until April. Why was I told last year that I would have to wait till this year to signup for the inspection serviceIf I had been allowed to speak to a supervisor when I called it, I might not have filed this complaint. The person I did talk to could not explain why I was being charged before my contract went into effect. She stated she had no record of me being charged, yet I am being charged
Sincerely,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11442103, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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,
*** ***

Initial Business Response /* (1000, 9, 2015/09/05) */
The Office of the President at 2-Home Buyers Warranty of ***, Inc("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We regret we were not able to locate any active Service Agreement for the
property at *** *** *** nor were we able to locate any air conditioning claims with a *** *** listed as the ownerIn order to provide further assistance, we respectfully request that Ms*** provide the property address for the claim that is taking placeA work order number of Service Agreement number would also allow us to research further
Sincerely,
*** ***
Office of the President
2-Home Buyers Warranty of ***, Inc
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 11, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had warranties with 2-10, they are both currently expiredWarranty 1, 7832648, expired on 8/10/for *** Peregrine *** *** VA XXXXXWarranty 2, 7833113, expired 8/1/for *** *** *** *** VA XXXXXTHe issue in question is for warranty #The work order number for the air conditioner issue is The claim was placed on 7/19/and it wasn't resolved until 8/19/The warranty was current at the time the claim was put
Final Business Response /* (4000, 13, 2015/10/05) */
The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") would like to thank Ms*** for providing us with the additional informationWe have located the claim and Limited Home Service Agreement ("Agreement") for the property at *** *** *** in *** Virginia
We sincerely apologize for any frustration or inconvenience that Ms*** may have experienced due the delay in her air conditioning claimOur records indicate that on July 21, the independent contractor *** *** *** reported that the system was low on refrigerant due to a leak that was repairable with leak sealantThis repair did not hold, and on July 28th *** *** *** contacted HBWVA again stating the evaporator coil would need to be replacedThe claim was authorized and the evaporator coil was ordered that day
On July 31, HBWVA received confirmation that the equipment had shipped to the contractorHowever, on August 5, Ms*** contacted us and indicated that the contractor had advised her they had not yet received the necessary partThe part did arrive at the contractor's supply house on August 7, We apologize for the delay with the equipment orderAt the same time, we would note that section B-of Ms***'s Agreement does state, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
After the equipment arrived, HBWVA and Ms*** attempted to contact the contractor for scheduling an appointmentWe regret that the contractor stated their soonest availability for installation was August 19thWe sincerely apologize for the further delay that occurredHBWVA did reimburse Ms***'s $service fee as an apology for this situation
HBWVA strives to provide fast, reliable service and anything less is unacceptableWe acknowledge that Ms***'s air conditioning claim took a longer length of time than is normalSome of these delays were beyond the control of HBWVA, however, this does not negate the inconvenience that Ms*** experiencedWe appreciate her bringing this to our attention and will have the matter reviewed internally so we may determine how to minimize such delays in the future
Sincerely,
*** ***
Office of the President
2-Home Buyers Warranty of Virginia, Inc