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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate On November 3, after the independent contractor *** went to the home to diagnose*** Air then cancelled their dispatch “online” reporting that the problem is with the ductwork and they do not work on ductwork*** request this be reassigned to a company that works on ductworkAnother contractor was dispatched*** *** called back and explained the problem is the inducer motor which is shaking the ductwork that is the issueThe new contractor was cancelled and *** was then sent out to warranty their work*** went back to the home and reported “The inducer motor, which was replaced back in April by 2-HBW, was faulty. Had a bent fan blade.” *** was authorized to make the repair
2-HBW apologizes to *** *** for any experience he may have had concerning rude behavior by our employeeWe take these accusations seriously and can assure her that this matter will be investigated internallyWe have refunded *** ***’s service feeIt will take approximately to business days to receive the check
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

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,
*** ***

Initial Business Response /* (1000, 5, 2015/12/18) */
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") 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 any frustration or inconvenience that *** *** may have experienced during the claim handling process2-HBW has offered to replace Ms***'s furnace per her desired resolutionWe are currently waiting for Ms*** to accept the non-covered charges associated with this repair
Our records indicate on October 27, 2015, *** *** contacted 2-HBW and reported her furnace was not workingThe independent service contractor *** *** was dispatched to the property to evaluate the claim further
On October 29, The technician found the control board of the furnace had shorted and needed to be replacedHowever they reported the board was on back orderThere were several attempts to contact *** *** on the status of the board but they would not return our calls2-HBW apologizes to *** *** for this delayWe strive to provide fast and reliable service to all our customers and anything less is not acceptable*** *** is being investigated internally due to Ms***'s experience
On November 11, 2015, 2-HBW dispatched independent service contractor ***'s *** & *** They scheduled for a November 13th appointment with *** ***The technician found the furnace has flame rolling out and tripping the safety switchThese failures are indicative of a failure to the furnace's heat exchangerDue to the nature of heat exchanger failures and the safety hazard that they present, 2-HBW determined the furnace would be replaced pursuant to section E-which states, "We reserve the right to determine whether Eligible Equipment or its components will be repaired or replaced."
Since there was also no model or serial number on the furnace, we regret that a load calculation test was necessary to ensure 2-HBW could provide the correct sized furnace*** *** had this performed by an out of network service provider on November 23, 2015, however the test was not detailedThere were no calculations on the report as to how the contractor arrived at the recommendations regarding the size of the furnaceSo as to not further delay the claim, 2-HBW advised *** *** that we will move forward with the furnace size her contractor recommended, but that 2-HBW would not be responsible if the furnace was the incorrect size
With this information, ***'s *** & *** stated that there are major code upgrades that would need to be done; including upgrading the flu venting, the duct, gas line and the electrical to meet with the current code requirements in *** ***'s areaCode violations are not eligible for coverage under the Agreement pursuant to E-which states, "We will not correct to bring into compliance, nor pay for corrections for violations of any building, fire, zoning code other violations of local ordinances or state and federal laws or regulationsWe are not responsible for the verification and/or diagnostic testing of ductwork, the sealing of ductwork, and associated repair costs."
***'s *** & *** non-covered charges totaled $1,due to all the code upgrades and modifications that needed to be done or she can take a buyout for the furnace and laborA 2-HBW representative attempted to contact *** *** on December 3, to explain the non-covered charges and a breakdown of these costsThe telephone number listed on file (XXX-XXX-XXXX) rings repeatedly and does not have go to an answering machine or voicemailAdditionally, *** *** has not provided 2-HBW with an email addressAs such, while 2-HBW has made multiple attempts to contact *** *** since December 3rd, we have not been able to make contact with her
In order to for 2-HBW to move forward with the replacement of her furnace, the non-covered charges must be accepted verbally or in writingWe would note that this complaint provided an email address for Ms***, and that 2-HBW has attempted to contact *** *** through that email providedMs*** may either respond to the email that has been sent or contact our company by calling XXX-XXX-XXXX and asking to speak with ***, so we may discuss these items further
2-HBW would again like to apologize for any inconvenience *** *** may have experiencedWe would like to thank *** *** for bringing her concerns to our attention as we do take these matters seriouslyWe await her response so we may move forward with the replacement of her furnace
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 November 8, 2016, Mr*** reported his pool heater is not workingThe independent contractor, *** was dispatched and reported the pool heater has rodents living in it that did the damageMr*** claim was denied based on the Agreements Terms & Conditions B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or
causes)…pest damage”Pest damage is not wear and tear and is not eligible for coverage
We respectfully disagree with what Mr***’s contractor told himHBRWC does not pay the network contractors to deny claimsThis is an incorrect statement that we do not take lightlyHBRWC takes pride as a Warranty companyHBRWC was established in and have covered over million new and pre-owned homes
Mr***’s deductible is for the service call and diagnostic that is paid directly to the independent contractorThese funds are kept by the contractor and not transferred to HBRWC
Mr*** states he had his own contractor outWe do take every contractor’s diagnostics serious regardless if there in our network or out of our networkIf Mr*** is interested in having his contractor report his findingsThere are guidelines for using a contractor out of our networkThese have been emailed to himAt this time there is not enough information to overturn our decisionI would also like to remind Mr*** there is a $maximum on pool coverage
HBRWC would like to apologize for any inconvenience Mr*** has experienced. We value his business and look forward to hearing from his contractor soon
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint:
I am rejecting this response because:2-Home Buyers Warranty did whatever they can to delay and not will to repair my furnace.on 1/7/they told the technician not to come back with the required the part because they'll find cheaper onei got known to the fact that the furnace will not be repaired just after hours that the technician was not coming back2-did not call me to explain what is going onOn 1/8/I called 2-i was told that they still do not have the partI remind them that this is the middle of the winter, but the customer care did not want to let me talk with any management and just told me to wait until the cheaper part will be found.on 1/13/I got a call from 2-that they found the part and will dispatch the technicianI got a call on 1/15/from another contractorthey ask me when to come to diagnose the problem with the furnaceI asked them if they come with the partThey did not know anything about the part or that this is ongoing problem for months, problem was diagnose, part was found.I called -and tried to understand why the contractor do not come with the required part to fix the problemtimes I talked with customer service repsall of them refused to let me talk with a mangerthey transfer me to customer careall the calls were disconnected while I waited for customer careall these reps refused to gib=ve me the direct phone number to customer careyou can imagine my frustration with this kind of attitude.what Mr*** wrote in 2-response is niceHis company has a real problem with his core business which is to give service to its customers2-10Home Buyers Warranty did anything in her power not to service me, not communicate, and show no will to solve the problem on timely manner.
Sincerely,
*** *** ***

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 December 11, Mrs*** reported no power to multiple outlets on different wallsThe independent contractor, *** *** *** * *** was dispatchedOn December 27, Mrs*** called in and advised the technician that came out did not speak English and did not do any repairsMrs*** requested a different contractorThe independent contractor, *** *** was dispatched and on January 8, reported that another contractor did incorrect repairs and they refuse to correct another contractors workThe representative called Mrs*** and she advised *** *** did not do any repairs and *** *** took it upon themselves to say work was done incorrectlyAs stated in the Agreement under the Terms & Conditions, B-12; “Costs to repair failures due to… improper previous repair (except if repaired under this Service Agreement)”This is Mrs***’s only electrical claim and if none of 2-HBW contractors have made any electrical repairs, this means the improper previous repair would not be eligible for coverageHowever, we still did not have a diagnostics of what is wrongThe representative sent this to our dispatch department to locate another contractor for a reportThe dispatch department was not able to locate any other contractors to serviceThe guidelines for using a contractor out of our network were emailed to Mrs*** and her service fee was refunded
Concerning contractor availability in Mrs***’s service area for electrical issuesWe do regret that on occasion, 2-HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do give the customer the option to locate their own contractorWe do have this right as explained in the Agreement under the Terms & Conditions, A-"… If a 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.”
In Mrs***’s desired settlement she is requesting a full refund of her AgreementThe Agreement would be cancelled as stated in section H of her Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [email protected])If this Service Agreement is canceled, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term”
We regret that we cannot offer a full refund of the Agreement as we are not liable for such expenses2-HBW 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 (“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 March 25, 2018, Ms*** requested service for her water heaterOn April 5, the independent contractor, *** *** reported the water heater is not operating and needs to be replacedQuality was authorized to replace the water heaterMs*** has our Standard planWith the Standard plan, there are some out of pocket costs that Quality is charging that are not covered under the Agreement$in water line modifications, $in electrical line modifications and $to dispose of the old water heaterThe representative gave the option to Ms*** to accept the out of pocket costs or take a cash buyoutMs*** agreed to pay the out of pocket costsQuality was notified to move forward with the replacementQuality has received the water heater, however Quality called in and advised that there has been a conflict with Ms*** and they are refusing to install the water heaterThey advised they will refund Ms*** her $out of pocket costsIf Ms*** does not receive this amount from Quality in a timely manner, we ask she call in so our contractor relations department can get involvedQuality has been sent to our contractor relations department to review and address the contractor
All of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWWe cannot tell them how to conduct their businessHowever a stern criteria of the independent contractors we utilize is to provide our customers and 2-HBW fast, reliable, professional serviceWe have no control over the conflict between Quality and Ms*** as stated in the Agreement’s 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.”
A representative was able to locate a contractor who could service in a timely mannerThe contractor reported that the upper and lower elements of the water heater were outThe technician replaced them and the water heater is operating like it should
We apologize to Ms*** that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer serviceHer service fee has been refundedIt will take approximately to business days to receive the check
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/12/14) */
The Office of the President at 2-Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***, We have located *** *** Limited Home service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on November 16, 2015, *** *** reported his furnace making loud noises and vibrates when it's onThe independent service contractor *** *** *** & *** *** was dispatched to the property to evaluate the claim furtherOn November 23, 2015, *** *** *** & *** *** found the auxiliary power vent motor had shortedThe contractor reported this item is not part of the furnace, but an auxiliary unitThe purpose of the power vent, is to vent the carbon monoxide from the furnace to the outside
2-HBW regrets that the power vent motor is not listed as a covered item in the agreement and is not eligible for coveragePer the Terms & Conditions, section We provide service for covered systems and/or appliances that: "are specified as "included" in the trade sectionIf a system or item is not specified as "included" then it is not eligible for service."
In addition, the flue venting is specifically listed excluded under the Heating Trade section on page of the agreement
2-HBW would again like to apologize for any inconvenience *** *** may have experiencedWe would like to thank *** *** for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs
Sincerely
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
People would be much better off putting their $700/year into a saving account in the event a major repair is neededThese contracts are loaded with provisions that exclude many commonly needed repairsAnd for the $you spend for the service call, you could probably just pay for it yourselfThese guys sure made good money off of me over the yearsIt's no wonder so many of these hone warranty companies end up getting accused of fraud by different states attorneys generalWhenever you do end up with a major repair - count on it not being covered

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 4, 2016, *** *** reported her water heater is not producing hot waterIndependent service contractor, *** *** was dispatched to the home and reported “the water heater was leaking at the top of the tank due to high water pressure built up from where the water comes into the homeThe customer needs a water pressure valve to reduce the pressure.” The claim was denied due to this was secondary consequential damage*** *** disputed thisWe decided to send out a second opinion however *** *** had already replaced the water heaterA supervisor called *** *** and offered the replacement buyout of the water heaterThe offer was accepted
HBRWC would like to apologize for any inconvenience *** *** 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 rebuttal submitted by *** ***. Thank you for the opportunity to review further
We were not aware that Mr*** had still not received his Agreement, it was not requested in his desired settlementIt is being resent to him by emailWe do apologize if he received a phone call in the early hoursOur notes do not reflect thisThe supervisor who was assigned this case has again attempted to call Mr*** at 11:am MSTHe received another voice mail and left a messageHe previously left his direct contact phone #We request Mr*** call the supervisor if he requires a better explanation as to why the claim is not eligible for coverageThe rebuttal provides no additional information to overturn our decisionWe respectfully request the Revdex.com to consider this matter closed
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: At this time the air conditioning unit still has not been fixedParts are still on orderOnce the unit has been replaced I will accept the resolution to the complaintPlease let me know if you require more informationThank you
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 Thank you for your assistance in resolving this matter Pending receipt of the checks, I will consider this matter resolved
Sincerely,
*** ***

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 May 15, 2017, Mr*** reported burners are not workingThe independent contractor, *** ** *** was dispatched and reported burners not coming on, may eventually come on but spark electrodes keeps clickingThe contractor was approved to repair and the parts were ordered*** ** *** reported online the parts were installed on May 23, On June 19, 2017, Mr*** reported issues with the cooktop and a recall visit was sent to *** ** ***The technician found the burner valve has seized up and it needs to be replace*** ** *** reported online the valve was installed on July 6, On July 19, 2017, a second recall visit was set up for *** ** ***The technician found the unit was ticking when you light the burner and it remains ticking when the burner is lit*** ** *** diagnosed the grille valve failed and decided to also replace ignition switches and a spark moduleA representative has confirmed with Mr*** that the cook top is repairedThe representative has asked Mr*** to forward pictures of the damage to the griddle, the knob and a screw that will not go in all the wayThe pictures are forwarded for review to our contractor relations department and at that time, contractor relations will address the contractor in order to come to a resolution
In regards to Mr*** request to cancel his AgreementThe Agreement has been in effect since December 5, and past our Thirty-Day Guarantee to receive a full refundIf Mr*** is still considering cancelling his Agreement with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [email protected])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term.”
HBRWC apologizes for the inconvenience and delays caused by the contractor assisting with the service of the cook topA stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceWe try to make the service a seamless process for our customers and recognize improvements needed when the contractors or the service representatives fall short
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 ***. Although I am not happy with the response, I realize this is our only course of action as 2-is not willing to commit to their statement that they would be replacing our furnace. Furthermore, the weather is changing and we need our furnace to be functioning properly. I expect 2-to pay all costs/fees for the inspection to be complete
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/07/30) */
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 *** ***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
Our records indicate that *** *** placed a claim on July 3, for her air conditioning systemOn July 7, the independent service contractor Eico Heating & Air contacted HBRWC stating the compressor had failedHBRWC researched to verify that the correct type of compressor that was needed and then placed the orderAfter this compressor was delivered the contractor went to the property for installation, but found that the compressor the supply house sent was defective
We sincerely apologize for any delay that occurred while the compressor was being shipped and also for the inconvenience caused by the compressor having a manufacturer's defectAt the same time, we would note that section B-of the Agreement 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 or labor difficulties."
The service contractor provided *** *** the option of having the condensing unit replaced outside of HBRWC, in lieu of receiving a new compressor under the manufacturer's warranty*** *** did not notify HBRWC of her intentions to go this route until after the repairs had been completedSuch repairs are not eligible for coverage per her Agreement which states in the 'Who Pays What?' section that, "Any additional work performed by the service contractor, at your request, will be at your sole cost and risk." As such, HBRWC is not obligated to reimburse *** *** for the replacement of her condensing unit, and the information stated to her by a HBRWC representative was correct
However, HBRWC does agree that we will reimburse the $that she paid as a goodwill gesture and not an admission of liabilityWhen contractors offer to perform work outside of the Service Agreement, they are asked to contact HBRWC to explain this as a courtesyWe would note that this is not required of the contractorIt does allow HBRWC the opportunity to contact our customer's and explain their options upfrontHad *** *** & *** done this, HBRWC would have authorized for a condensing unit replacement through our company to expedite the repairs and ensure there was no further delaySince this out of pocket cost could have been prevented, we would like to reimburse *** *** the expense, even though the Agreement states it is not eligible for coverage
*** *** may expect a check to arrive via standard mail within the next 7-business daysWe would like to thank *** *** for bringing this to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

2-Home Buyers Warranty (“HBW”) is the administrator of the 2-New Home Warranty Program. However, the warranty itself is the builder’s warranty, and the builder is primarily responsible for making warranted repairs. As the program administrator, 2-HBW works with the builder and
the consumer to administer the warranty terms and to coordinate warranted repairs.
2-HBW is committed to providing superior home warranty protection and customer service, and we are always willing to assist the consumer to address any and all warrantable repairs. However, in this case there is a dispute regarding the cause and origin of the problems reported by the consumerThe warranty requires all disputes between the builder and the consumer to be resolved by binding arbitration. 2-HBW has provided the consumer with the forms necessary to initiate arbitrationThe consumer has returned the forms necessary to start this process, and the builder’s response is pending
2-HBW is not in a position to take further action on this matter until the arbitrator hears the case and renders a decision. The decision of the arbitrator will be binding upon all parties, and 2-HBW will be guided accordingly

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by *** ***However there is no response in the "I am rejecting this response because:" At this time, we respectfully request the Revdex.com to close this matter as this claim was resolved.Sincerely,Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/23) */
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 Mr*** Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We sincerely apologize for any frustration or inconvenience that Mr*** may have experienced during the claim handling processHBRWC does take his concerns seriously and he will be contacted by HBRWC manager via telephone within the next hours to discuss his claim furtherSecondary drain pans are not eligible for coverage pursuant to section B-of the Agreement, since HBRWC does not offer coverage for code upgradesSimilarly, section B-advises that we are not liable for indirect, incidental, special, or punitive damages to the property
However, we recognize there are extenuating circumstances due to the reported improper installation performed by the independent service contractor Eico Heating & AirWe also apologize for the delay that Mr*** experienced during the initial claims handling processWe would like to thank Mr*** for bringing his concerns to our attention, and would reiterate that a manager will be in contact with him shortly
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 water heater claimThank you for the opportunity
to review and respond Our records indicate on May 30, *** *** reported the water heater was leaking from the bottom*** *** was requesting an Independent service contractor as soon as possible due to he was going on vacation Sunday June 5, The dispatch department called numerous contractors to try to accommodate *** ***’s time line for serviceOn June 3, 2016, a contractor was located that could service on Saturday morning, June 4, I would like to point out that there are times HBRWC is not able to find a contractor to service within a reasonable amount of time and we ask the customer to locate an out of network contractorPursuant to the Terms & Conditions of the Agreement; A-“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 June 7, 2016, a call was placed to *** *** to verify the work has been completedThe contractor reported to HBRWC that the work has been completed HBRWC would like to apologize for any inconvenience *** *** may have experienced. We would like to thank *** *** for bringing his concerns to our attention as we do take these matters seriously. We thank *** *** for bringing this matter to our attention and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation