2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Ms***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity
to review and respond
Our records indicate on January 3, 2018, Ms*** reported the door is not closing and not coming onThe independent contractor, *** *** was dispatched and found the microwave needs upper and locker interlocks, interlock spring and all switches*** *** was approved to repair and the parts were installed
There were numerous attempts by phone and email to get a hold of *** *** but they were non responsiveThen on January 29, we were notified that the owner of *** *** is going through a family emergency but would be able to install parts on February On February 3, Ms*** called and advised she had not heard from *** *** and requested another contractorWe acknowledge that the delay *** *** caused was preventable and we do apologize for thisA family emergency is understandable but *** *** did not communicate this to us and then missed the appointmentA stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service*** *** was sent to our contractor relations department to address the delay he has caused, missed appointment and his lack of communicationThere are some issues that are out of 2-HBW’s controlAs stated in the Agreement under the Terms & Conditions B-9; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.”
The independent contractor, * * * *** *** was dispatched and reported the interlock brokenWhen the technician went back to replace the part, he found the tabs on the cabinet that hold the interlocks in place were broken and cannot be repairedThe representative has sent an email to Ms*** with an offer of a new microwave or the equivalent cash buyout
Concerning the unprofessional phone calls Ms*** reported with several customer service representativesWe take her concerns against the representatives seriously and can assure her that it is not acceptable for anyone to be discourteousThis matter will be investigated internally so we may make corrections and continue to improve our service2-HBW apologize to Ms*** for the experience she has had concerning this claimWe work very hard to prevent situations like this as 2-HBW is committed to providing superior home warranty protection and customer service
Sincerely,
Office of the President
Home 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

Complaint: ***
I am rejecting this response because:When I called to report my initial complaint to 2-the representative sold me additional coverage and stated that it would cover $additional to my original policyThe response from the business stated that there was both a large leak in the condenser and a large leak in the evaporatorAnd with the large leaks it was void of Freon and would take longer than days to be void of FreonThe repair contractor did not come out to diagnose the problem until 06-28-(Days after the initial call).Per the description of work from the contractor"Found large leak in outdoor condenser unit near bottom at edge of coil, will not be able to repair leakAlso found small leak in evaporator coil that will be difficult to repair but should be possible." The response from the business stated that both had a large leak and the system was completely void of FREONPer the Contractor invoice there was no mention of it being Void of FREON and a large leak in the evaporatorThe business is dishonest with its reportThe business also quoted page of the inspectionOn page of the inspection it was noted that AC unit was inspectedOn page of the inspection it states "Inspected (IN) = I visually observed the item, component or unit and if no other comments were made then it appeared to be functioning as intended allowing for wear and tear." Ever since I reported the concern with 2-i have seen nothing but broken promises and dishonest business practices.
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on 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

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the additional response submitted by *** ***. Thank you for the opportunity to review and respondHBRWC feels the turnaround time from when the claim was placed on March 26, to the install of the new furnace on April 5, as reasonable, considering the furnace had to be shipped to the contractors shopHowever, *** *** feels there was a delay in this claimIf he were to please refer to his 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.” To further explain the non-covered out of pocket chargesAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCThe non-covered charges that *** *** agreed to, are paid directly to the independent contractorThese funds are kept by the contractor and not transferred to HBRWCThere is no negotiation of the non-covered charges with HBRWCWe would refer *** *** to our previous response as to why we will not be compensating any of his out of pocket costsUnder the Terms and Conditions of the Agreement, B-“When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensions.” This means the modifications are not eligible for coverage when replacement is necessaryHBRWC has shown the non-covered expenses is not eligible under the terms and conditions set forth in the AgreementThe furnace has been replaced and we have fulfilled our obligations as specified in the terms and conditionsWe respectfully request the Revdex.com consider this matter closedSincerely, 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,
*** ***

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

Initial Business Response /* (1000, 5, 2015/07/19) */
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received *** ***'s inquiryThank you for the opportunity to review and respond
HBRWC sincerely apologizes to *** *** for her
unsatisfactory experience with her service requestWe strive to provide fast and reliable service to all of our customers and anything less than that is unacceptableThis matter is being investigated internally
On June 25, 2015, HBRWC had approved and processed the $limit for the Roof Leak Repair coverage as specified in *** ***'s Limited Home Service AgreementIf *** *** has not yet received her reimbursement check, she may contact Customer Service at X-XXX-XXX-XXXX
We thank *** *** for bringing these matters our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Corporation

Initial Business Response /* (1000, 6, 2015/08/21) */
The Office of the President at Home Buyers Warranty Corporation VI ("HBWVI") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and an air
conditioning claimThank you for the opportunity to review and respond
Our records indicate that Mr*** has placed five claims with our companyPer the information that Mr***, we believe that he is referring to the washer claim which was placed on July 14, On July 15, the independent service contractor All Brands found that the washer bearings and clutch had failed and ordered the replacement parts
We regret that the first bearings and clutch that the contractor ordered arrived at their shop with physical damageAs a result, the contractor needed to reorder this partWe sincerely apologize for the inconvenience that this caused to Mr***At the same time, we would note that this delay was unintentional and was not caused by HBWVI or the independent service providerAdditionally, we would note that section B-of Mr***'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." The parts were received and repairs were completed on August 7,
We acknowledge Mr***'s statements regarding the customer service that he receivedHBRWC strives to provide accurate, professional service and anything less is unacceptableThis matter will be reviewed internally and any necessary corrective actions will be takenWe appreciate Mr*** for his feedback as we do value his input and take his concerns regarding our customer service very seriously
Sincerely,
*** ***
Office of the President
Home Buyers Warranty Corporation VI

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by 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 29, 2017, Mrs*** reported her air conditioner was leaking waterThe independent contractor *** *** * *** *** was dispatched and reported he needs to replace runs of ductwork from the attic to the first floor as they are deterioratedIf Mrs*** would please refer to her Agreement under the Air Conditioning and Heat Pump coverage; “Ductwork, modification of plenum when necessary to effect an eligible repair.” Under EXCLDUED: “Collapsed ductwork”In addition, in the Terms & Conditions; B-“We do not perform verification and/or diagnostic testing of ductwork, the sealing of ductwork and associated repair costsThis means when there is an eligible repair such as to an air handler, evaporator coil or furnace, the ductwork surrounding the HVAC equipment, usually the plenum ductwork is eligible to be modified to accommodate the new equipment
It was decided to approve the contractor to replace the runs of ductwork due to the misunderstandingWe do apologize for any frustration or inconvenience that Mrs*** 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 (“2-HBW”) is in receipt of the inquiry submitted under case *** by Dr***We have located Dr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on January 27, 2018, Dr*** made a claim online through our Homeowner portal (HOP)He reported; “Two overhead lights fixtures in kitchen are not workingHave tried replacing tube bulbs and tests show that electricity is running to the fixturesMaybe be a problem with ballasts- need replacing?” In order for a contractor to be dispatched, the customer must accept the following by checking a box in the HOP; “Customer (***j***@gmail.com) accepted the following Terms and Conditions prior to filing claim: I have reviewed my warranty's terms and conditions for what is and what is not eligible for coverageI understand that if a contractor is dispatched to my home on a claim that is determined not to be covered by the warranty, I will still be responsible for the service fee.” Dr*** checked the box in the HOP and the contractor was dispatchedWe do depend on Dr*** to review his Agreement to determine if an item is eligible for coverage prior to submitting a claim onlineThe first page of the Agreement gives you the option to also call in the service request“Request Service: 2-10.com * 800.775.4736”
Lighting is only eligible for coverage if the Supreme Protection option is purchasedThis option was not purchasedPer the Agreement under Electrical; “Supreme Protection (OPTIONAL COVERAGE) * Permanently installed lighting fixtures”
We regret, we will not be reimbursing Dr***’s service fee and cannot be of further assistance in this regard
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

Revdex.com:
I received a letter from HBW stating I had overpaid on my initial payment for the warranty and they were refunding me the difference They made no mention of their incompetence or their errors made or the reason for which they were having to make the refund to begin with The $was to have coverage on the water softner not an overpayment Once again, they do not seem able to provide truthful feedback, both in their customer service as well as dealing with Revdex.com Many thanks for your assistance in resolving this, they would not have provided a refund if you had not provided the assistance
Sincerely,
*** ***

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 11, 2016, Mrs*** reported her washer is flooding when runningThe independent contractor, *** *** was dispatched to the home to evaluate the washer furtherOn September 26, 2016, Mrs*** called wanting an update and it was found the contractor had not called in their diagnosisA call was placed to the contractor and they assured us that the technician would call in the diagnosisThey did not call and were non responsive more attempts were made, then they were sent to our contractor relations department to attempt other means of contacting the contractorOn September 30, 2016, Mrs*** called in explaining she had purchased another washerWe are understanding of Mrs*** situationA representative of this department called and received a voice mailA message was left and an email sent that we will honor her desired settlement of $and due to our contractors unprofessionalism her $service fee has been reimbursedThe contractor is being investigated for appropriate corrective action
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 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 6, 2017, *** *** reported his air conditioner continues to run constantly but not coolingThe independent contractor, *** was dispatched and reported the system is void of refrigerant, the evaporator coil is rusted out and needs to be replacedThe representative denied the claim for a pre-existing condition due to rust takes much longer to occur than the Agreement was in effect and that the system was also empty of refrigerant*** *** has a good point that aluminum does not rust, it can build condensation overtime to give it the appearance of rust but this could occur without a leak present*** *** also advised that *** put in a small amount of refrigerant in the system where *** told us it was void (lbs.) of refrigerant*** has been sent to our contractor relations department to investigate and address this claim
We can assure *** *** if his air conditioner is operating as it should now and the compressor does go out, it would not be denied as a pre-existing conditionWe do apologize for his frustration that *** *** has experienced during the claimWe have reimbursed his service feeIt will take approximately to business days to receive the checkWe value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** 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 June 10, 2016, *** *** reported her air conditioner was not blowing cold airIndependent service contractor, Low Country's Best Htg & Clg was dispatched to the home and found the upstairs system low on Freon, no large leaks were found, they added stop leak to seal the leaks*** *** reported she was still having the same issue and Low Country’s Best was sent a recall dispatchLow Country’s Best was not respondingOn June 28, 2016, *** *** called inThe representative was able to locate a contractor to service the next day*** *** decided to use her own out of network contractorThe out of network guidelines were explained to herA representative of this department contacted *** *** to check the status by email*** *** had the system replaced and forwarded the invoiceHBRWC priced out what we would have paid an in network contractor for the same work and made the offer to *** ***She accepted our offer HBRWC would like to apologize for any inconvenience *** *** may have experienced. We value her 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 (“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 July 22, 2017, *** *** set up a ceiling fan claim onlineThen on August 16, 2017, *** *** set up an electrical claim and reported electrical issues“The lights are flicker and blink when using outlets or switches in rooms”On August 22, 2017, the independent contractor *** *** reported “power dimming out in master bedroom, seems to be from power overload but tested all the wiring and can't find failure, however he feels there is failure somewhere”
The electricians could not locate the problem with the power and lighting as it is an intermittent issue that cannot be duplicatedThere is no mention that there were issues with the refrigeratorOn September 23, 2017, *** *** called in, since an electrician could not duplicate the issue, he was going to contact his power/utility companyThe representative also advised he could locate his own contractor
On October 12, 2017, *** *** called in regarding the wiringHe advised he was still having trouble finding the problem with the electricityHowever the power company has been out and he is waiting for results of a "test" from his power company, which should be in the next week*** *** advised the power company has been to the home and reports there is an overload in the home somewhere, most likely the panelA recall dispatch was set up for *** ***On October 25, 2017, *** *** called and advised *** never respondedAfter numerous attempts to contract ***, it was decided to dispatch the independent contractor, *** ***On November 16, 2017, *** reported he found no issue with the electrical systemThe light were flickering due to incorrect bulbs being used
On November 16, *** *** set up a refrigerator claim advising it is not coolingNovember 16, is the first report 2-HBW has received that there is an issue with his refrigeratorThe independent contractor was dispatched and reported the refrigerator is in the garage, it is not cooling on both sides due to a refrigerant issueThe refrigerator claim is not eligible for coverage as it is not located in the kitchenThe Agreement is quite clear that we only covers refrigerators in the primary kitchenPer the Agreement; Appliances “EXCLUDED: * Appliances not located in the primary kitchen”
We regret, we are unable to repair *** *** old refrigerator or reimburse any additional amount for his new refrigeratorWe 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,
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 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 October 3, 2016, Mrs*** reported her fridge is not coolingThe contractor *** that had a scheduled appointment and was a no show has been sent to our contractor relations department to investigate and address there unprofessionalism*** *** *** was dispatched and found the defrost drain was stopped up which caused the evap fan motor to freeze upThe technician was able to unclog the line and defreeze the fan motorAs a gesture of goodwill, HBRWC will reimburse Mrs*** service fee due to her dissatisfactionWe ask her to wait approximately business days for the check to arriveWe regret, food spoilage is listed as Excluded under page of the Agreement under Appliances
Sincerely,
Office of the President

Initial Business Response /* (1000, 6, 2015/08/19) */
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 regret that we will not be able to provide Ms*** with any repair or replacement offers until we have a diagnosis of the current failure to her systemWhen Mrs*** contacted HBRWC on July 24, to place a recall, she disconnected the telephone call with customer service and later did not schedule an appointment with the contractorTo date she has not contacted our company to advise of any out of network diagnosis, nor has she submitted documentation of this out of network contractor's report
Ms***'s complaint states that service contractor did not install with the correct size of condensing fan motorShe may send this information to ***@2-10.com for further reviewWe are not able to make a determination without the opportunity to conduct further research
With this in mind, Ms***'s Agreement does state, "2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid."
If the review verifies that the failure was due to improper work by the independent service contractor Palmer Heating & Air Conditioning, we may offer some reimbursementSection A-2a of Ms***'s Agreement when it states, "Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instanceSuch offers are typically made subject to restrictions."
While HBRWC may not be able to offer any reimbursement or partial reimbursement, Ms*** may consider discussing this with review with the service contractor Palmer Heating & Air ConditioningHBRWC requires that all of the contractors utilized by HBRWC be licensed and insuredSince repairs were made by Ms*** prior to contacting HBRWC or Palmer Heating & Air Conditioning, they may not necessarily be liable to offer her any assistanceHowever they may also seek to offer assistance with this matter
We would note that if Ms*** had contacted our company prior to making repairs we would have sent out an independent preferred service vendor pursuant to section B-of her Agreement when it states, "We reserve the right to obtain an additional opinion at our expense." As this was an additional opinion, it would not have been the first contractor that was dispatched
Ms***'s complaint states that service contractor did not install with the correct size of condensing fan motorOnce we have more information, we will have this reviewed and appropriate action taking regarding the first contractorHowever, in order to assist Ms*** with this further we need the opportunity to research this additional information, as stated above
We apologize for any frustration or inconvenience that Ms*** may have experienced during the claim handling process caused by the service contractor's availabilityThe 'How Do I Request Service' section of her Agreement does state that, "A service contractor will schedule a time during business hours to diagnose and repair your covered item; under circumstances, our service effort will be initiated within hours." It is per this condition that Ms*** did not receive service over the weekend
We would like to thank Ms*** for bringing this to our attention as we do take these matters seriouslyWe await her invoice so we may review the report further
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation