2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the
opportunity to review and respond Our records indicate independent service contactor M & A HVAC Services did replace *** ***’s air condition systemPart of the non-covered charges to *** *** was $in ductwork modification to accommodate the new coil*** ***’s home previously had a ton condensing unit and a ton indoor evaporator evap coilThe 1/ton difference according to industrial standards is an acceptable match and not improperHBRWA ordered the exact same tonnage that *** *** previously had and this is what is in place nowIndependent service contractor AirNow went out as a 2nd opinion behind M & A HVAC Services and reported the plenum over the evap coil is not over the entire opening of coil and the plenum is blocking 1/of the evap restricting air flowThe present two 12' ducts is only for tons of airHe further states on older systems, this would work but feels newer efficient systems, it won’t work rightHe recommends replacing with two 14" ductsThe unit is struggling to coolTo fix it would need a plenum and two new 8ft run ducts of 14" Under the Terms & Conditions B-“Costs to repair failures due to inadequate capacity, will be at homeowner’s expense.” This means to increase the size of the Duct to 14” would be an out of pocket cost for the customerThe plenum not being over the evap coil and the plenum blocking 1/of the evap restricting the air flow is M & A’s workmanshipAs not to delay the claim any fatherWe have authored AirNow to correct thisM & A has been passed to our contactor relations department to investigate and address this contractor A representative of this department contacted and spoke to *** *** and explained increasing the size of the duct work is not eligible for coverage but we will be addressing the restriction of the evap with the plenumOffered the $service fee as she requested in her desired settlementShe accepted our offer HBRWC would like to apologize for any inconvenience Mrand Mrs*** may have experienced. We would like to thank them for bringing their concerns to our attention as we do take these matters seriously. We value their business and look forward to serving their 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 ***’sWe have located ***’s’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on July 24, 2017, Mr*** reported his 2nd floor air conditioner is not blowing cold airThe independent contractor, *** *** reported the compressor has failed*** *** did not have all the information to order the compressor and would call back*** *** advised there will be $in piping modificationsThe Agreement does not cover for modifications as described in the Agreement under the Terms & Conditions; B-“When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions.” This is an out of pocket cost for the ***’sMr*** accepted the out of pocket cost of $We did not have all the information from *** *** until August 15, and the compressor was ordered*** *** reported online the compressor was replaced on August 25,
On September 24, 2017, we were notified that the ***’s air conditioner was no longer cooling*** *** reported the system was void of refrigerant and leaks in both coilsIt was decided to replace the entire air conditionerThere are $in out of pocket costs that need to be accepted before the equipment can be orderedA call was placed to the ***’s residence and a voice message was left to call back to accept the charges
2-HBW apologizes to the ***’s for any experience they may have had concerning rude behavior by an employeeWe take these accusations seriously and can assure them that this matter will be investigated internallyWe do regret that we will not refund the $paid to *** *** or refund of the monthly fees for July, August, and September as we are not liable for such expenses
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

We cannot begin to apologize enough for Ms***'s experience.After review of the claim, the refrigerator has been fixed.The behavior of the service contractor is unacceptable and is being addressed by our Contractor Relations Department. The contractors we use to perform repairs are
independent contractors. However we expect them to behave in a professional manner and since they did not, it will be addressed. Based on that conversation, the continued relationship with the contractor will be determined at that time. Due to the service issues and delay, we have waived Ms. ***'s service fee. Should the contractor attempt to collect from Ms***, she can reach out to us at our Customer Experience Department at ***.In regards to the lack of follow up by a supervisor, we have addressed this with the department manager as this is not acceptable. We will monitor their performance in the upcoming months through Quality Assurance to ensure this issue is just a one time occurrence and not an overall behavior of the staff

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 contractor was authorized to make the repair and we assumed the work was completedThe contractor was contacted today and they will be contacting *** *** today to schedule for the install of the HvalveThere was an email sent to *** *** with the contractor information and work order Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: The business has failed to address my concern. They once again left it up to me to try and find a contractor who will work with this warranty companyI am unable and unwilling to try to find my own contractor. This is what I paid 2-to do and they have failed to provide the service I paid for
Sincerely,
*** ***

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
2-HBW acknowledges the allegations that Ms*** has reported concerning the unprofessionalism of the independent contractor, *** ***All of the contractors that are utilized by 2-HBW are independently owned and operated and not employees of 2-HBWA stern criteria of the independent contractors we utilize is to provide our customer’s fast, reliable, professional serviceWe have no control over *** behavior as stated in the Agreement under the Terms & Conditions, B-10; “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.” This notice has been sent to our contractor relations manager to investigate and address the contractorWe take these accusations seriously and can assure Ms*** that this matter will be investigated internally as we work very hard to prevent situations like this
Due to Ms***’s dissatisfaction with ***, a different contractor was dispatchedA representative of the escalations department spoke to Mr*** and was explained a new contractor has been dispatchedOn January 19, there was a follow up call to Mr*** as to the status of the new contractorHe advised the representative that he no longer required the contractor’s services as he will be canceling the AgreementThe representative explained to him how he goes about cancelling the AgreementAccounting has received his request to cancelIt will take approximately to business days to receive the check
We apologize to Ms*** for the negative experience she had with the contractor and our employees as 2-HBW is committed to providing superior home warranty protection and customer serviceMs***’s feedback allows our company to serve our customers better
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) that became effective March 4, and applicable air
condition claim that was placed March 16, Thank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on March 16, 2016, Mrs*** reported the downstairs air conditioner is not blowing cold airIndependent service contractor, Fire & Ice Heating & Cooling was dispatched to the home to evaluate the air conditionerOn March 18, 2016, reported the air conditioning system was completely void of refrigerant, they did a nitrogen leak test and found the evaporator coil was leakingIn the contractor’s professional opinion, this leak has been going on for some time due to being void of FreonIt was determined that the system was not in good working order at the March 4, Agreement effective datePursuant to the Terms & Conditions, “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service periodCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated.” A representative called and spoke to Mrs*** to explain the air conditioner is not eligible due to the leaking coil would have occurred prior to the Agreement effective dateMrs*** disagreed and told the representative the air conditioner was fixed after it didn’t pass the home inspection and it was working fineThe representative requested any information she could provide us to reconsider our decisionOn March 22, 2016, Mrs*** called in to discuss our decision on the claimThe representative explained we had still not received the information requested and to resend itOn March 25, 2016, Mr*** called in disputing our decisionIt was explained to him why the claim was no eligible for coverageAs of March 30, 2016, HBRWC has not received any information from the ***’s to reconsider our positionMr*** ***’s desired resolution is to cancel his Agreement and receive a full refund or HBRWC pay for the repairs of the air conditionerWe regret that we cannot move forward with the repairs of the ***’s air conditioning with the information presented to usIf Mr*** does wish to cancel and receive a full refund amount, he may do so by sending this request in writing to [email protected] within the first days of the AgreementThere must not be any other claims which HBRWC has offered coverage and paid forOtherwise, a pro rata refund will be issuedHBRWC would again like to apologize for any inconvenience *** *** may have experienced as we do take these matters seriously. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/14) */
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***' 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 Ms*** may have experienced during the claim handling processOur records indicate that on August 17, HBRWC dispatched the independent contractor Fixing It Air Conditioning & Handyman to provide a second opinionOn August 20th the contractor reported that the breaker, transformer, and capacitor had shorted out and required replacement
Upon replacing these items the system began running againIn turn, this caused the drain line to back upFixing It Air Conditioning & Handyman recommended rerouting the drain line to correct the repeated backups occurring with the drain lineWe would note that B-of our Agreement does state that, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." Additionally per section of the Agreement, "We provide service for covered systems and/or appliances that: do not operate correctly due to wear and tear." Since there is no failure to the outdoor equipment or the evaporator coil, replacing them would not be eligible at this time
We regret that the water damage to the property is not eligible for coverage pursuant to section B-of the Agreement: "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." With this stated, all contractors utilized by HBRWC are required to be licensed & insuredThe first contractor, Austin Air Heat & Appliance is insured through Hooper & Hines Insurance, telephone number 214.327.6377, under policy number ** *** *** If Ms*** does with to pursue the property damage further she may reach out to Hooper & Hines for further assistance
We would like to thank Ms*** for bringing her concerns to our attentionWe apologize for the inconvenience that she experiencedWhile the property damage is not eligible for coverage we do look forward to serving any future warranty needs that she may have
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The continued issue is the fact that I have requested information in regards to the contractors license from 2- Customer escalations reached out to me and told me on September 8, they would be in touch with me within a day or soI still have not received a response from 2-as promised, *** *** I still have not received information on the contractors license eitherIt is also very disturbing to me that continues to use a contractor that one of their own employees told me has received multiple complaints
Final Business Response /* (4000, 9, 2015/10/16) */
The Office of the President at *** *** *** *** *** ("HBRWC") is in receipt of the rebuttal submitted by Ms***Thank you for the opportunity to review further
We apologize that she did not received contact from our customer relations department as advised on September 8thWe strives to provide fast, reliable service and anything less is unacceptableWe will have that addressed internally
We would refer Ms*** to our initial response in which we advised that the contractors licensing information is as follows: "The first contractor, *** *** Heat & Appliance is insured through *** & *** Insurance, telephone number *** under policy number SBM ***
This is the information that HBRWC agreed to provide Ms***The license information was not discussedWith this said, we would advise that *** *** Heat & Appliance's license number is TACLBXXXXXXXXXE
Sincerely,
*** ***
Office of the President
*** *** *** *** ***
Final Consumer Response /* (2000, 11, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and apologize for overlooking license informationSince I didn't realize this had been answered I have called 2-times since my rebuttal and have yet to receive a call backI do accept this response but say that it is an unfortunate situation
Thank you

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number by *** ***We have located Ms*** Limited Home Service Agreement is for the property at West Thundercloud Loop in TucsonThank you
for the opportunity to review and respond
We sincerely apologize for any frustration or inconvenience Ms*** may have experienced during the claim handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe acknowledge that the independent service contractor RK Plumbing did not provide an accurate diagnosis and this delayed Ms*** claim, and will have this addressed internally
On December 13, HBRWC dispatched a second contractor TAZ Plumbing for further evaluationTAZ Plumbing reported that the gas valve was working but not matching the temperature it was set atThey were authorized to replace this gas valve and parts were orderedOur record indicates that the contractor replaced this valve yesterday and the water heater is operational
While one service fee is owed for any claim that is placed, Ms*** is correct that the second service fee should not have been owedWe have authorized a reimbursement for $which will be sent via check to Ms*** property addressShe may expect this check to arrive within 7-business days
HBRWC would like to thank Ms*** for bringing her concerns to our attention as we do take these matters seriouslyWe again apologize for the inconvenience that she experienced
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough, they are still trying to justify an additional service feeIf they had sent a reputable contractor in the first place they would not have had to send a second out as I did pay a service fee to the first, thus there would be no disputeHowever due to the lack of service from the first contractor whom they chose it is their responsibility to pay that second contractor not meAt least that's how the paperwork readsWhy should I pay a second service fee when the error was on their part not mine? Still seems like they're saying the customers wrong when they are the ones that messed up by sending a shady contractorSo long as I get my money back instead of this justifying keeping more of my money business
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This company caused a lot of heart ache and frustration for me and my family during the holiday seasonInstead of going above and beyond to fix the situation I continued to just get apologized too in a snarky mannerWhen I would call customer service which I did numerous times per day until the problem was resolved I was made to feel like I was a nuisance and I was annoying the companies employeesI asked to speak to a supervisor numerous times and either was told there was not one available or was sent to a voicemail where I never received a call back This was the worst experience by far that I have ever experienced with a companyIt is the middle of the winter during the holiday season and my family was without heatIt was not like I was inconvenienced by a broken dishwasherThis company did not take the issue serious in my opinion and I was continually pushed offI just couldn't believe the inconsideration by this company and I believe I deserve some sort of rebate or retribution for this horrible experience
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11433195, and find that this resolution is satisfactory to me
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 July 5, 2016, *** *** reported his water heater is leaking from the bottomAt the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely mannerPer the Terms & Conditions 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.” Fortunately, a contractor did respond to a dispatch and were authorized to replace the water heater on July 11, HBRWC would like to apologize for any inconvenience *** *** may have experienced. 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 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 25, 2016, *** *** reported her microwave would not turn off and smelled something burningThe independent contractor, *** *** *** was sent the dispatch to evaluate the microwaveOn December 19, 2016, Ms*** called in advising the contractor was out to the home after Thanksgiving Day and the technician advised she needed a new microwaveShe had not heard from the contractor*** *** was sent to our contractor’s relations department due to the delay in not reporting the failure to the microwaveContractor relations contacted the contractor reported the magnetron, turntable motor and diode have failed and the parts were orderedAfter the diagnostics was taken, due to the delay, the representative reimbursed Ms***’s service feeShe was advised of the eta of the parts*** tracking showed the parts were delivered to *** ***Standard practice is after the contractor receives the parts, they would schedule an appointment with the customer for install
On February 1, 2017, Ms*** called in advising the repair is still not completeShe called *** *** and they did not have a work order on file for herHBRWC was not aware that the contractor had never completed the repairsAgain we contacted *** ***, they confirmed they had the parts and they will schedule with Ms*** to installThe representative then called Ms*** and left a voice message with status and advised to also contact *** *** to make sure she confirms an installment date/timeOn February 6, Ms*** called in advising *** *** called her and could not locate her work order*** *** is being investigate as to their unprofessionalism and business practicesAt this time, we dispatched the independent contractor, ***A representative called Ms*** when the *** technician had showed upThe technician reported the parts are available but it is more economical to replace the microwaveMs*** was offered a replacement microwave which was the same model she presently hasShe accepted the microwave and the unit has been ordered
HBRWC apologizes for any inconvenience and delays caused by the contractor that was assisting with her serviceWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short
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
Our notes indicate that *** *** had set up another claim online August 25, Independent Service Contractor *** *** *** *** was dispatched to the home and reported the Thermal Expansion valve (“TXV”) has failed/leaking and needs to be replacedThen the technician will recharge the systemHe will schedule a second visit with *** *** to make the repair
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 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 November 11, 2016, Ms*** reported “The furnace has turned off and not kicked back on at least times since I have moved in. To turn it back on, I have to flip the breaker switch and it will turn back on.” The independent contractor, ** *** *** * *** was dispatched to the home and reported there is flame roll out, did a CO test and there is a crack on the heat ExchangerThis information was sent to our parts inquiry departmentThey found the heat exchanger was availableMs*** was informed she could move forward with repairs or take a repair buyoutOn December 12, to move forward with repairs and the heat exchanger was orderedOn December 14, 2016, the supplier *** *** state they did not receive the order and we reorderedLater that day, a call was placed to the supplier to obtain the tracking number and found the order still had not been processedThey placed the order at that time and stated they contractor should receive it by December 15, A representative was assigned to Ms*** claimShe called the contractor to see if they have received the order and they had notParts tracked to find it is still on the truck and should be delivered on Saturday, December 17, The contractor agreed to install the heat exchanger on Monday December 19, 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.” The delay was out of our control but the representative is understanding of Ms***’ situation and her service fee was reimbursed to herThe contractor reported the parts have been installed and the system is operating as it shouldA representative of this department called Ms*** and confirmed the repairs have been completed
HBRWC would like to apologize for the inconvenience Ms*** may have experiencedWe value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond Our records indicate on June 27, 2016, *** *** reported the air conditioner is not cooling and running constantlyIndependent service contractor, A Absolute Heating & Air was dispatched to the home and found the system was void of Freon and there was a leak in the evap coilThe contractor was authorized to replace the coil and the coil was orderedThere were out of pocket costs that the warranty does not coverThese costs go directly to the independent contractor*** *** called times wanting to know what the holdup wasOn July 8, 2016, Purchasing called the supplier of the coil, ***The representative was told that this was a will call order and the coil has not been picked up yetThe purchase order that was sent was to be shipped to the contractors shop*** apologized for the mix up and changed the order to ship to shop*** *** requested a reduction in his non covered costsDue to the mix up with the coil order which caused a delay in the installationThe matter of the out of pocket costs was resolved satisfactory with *** *** HBRWC apologizes to *** *** for the experience he has had concerning his hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by 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 26, 2017, Mr*** reported his furnace will not turn onThe independent contractor, *** was dispatched and reported this is an oil furnaceThe technician replaced the nozzle and filter for burner but they do not work on oil furnaces and requested we dispatch this claim to another contractorAt the time of the requested service, all of the network contractors were booked and would not be able to service in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do request the homeowner acquire their own contractorThis is specified in the Agreement under the Terms & Conditions, A-1; “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 service.” The guidelines for using a contractor out of our network were emailed to Mr***Mr***’s contractor contacted 2-HBW and reported the heat exchanger is damaged, pungent odor has filled the living spaceThere are oil leaks that could ignite and due to the age, recommended replacementHis cost to replace the oil furnace by 2-HBW standards was extremeThe representative found that there was another network contractor in the area that could now service
The independent contractor, *** was dispatched and reported “adjusted nozzle that previous company installed, adjusted electrodes and intake for burnerThe tech could not find evidence of oil leaksChecked the heat exchanger with a camera and no cracks foundOn February 2, Mr*** called in and advised his contractor told him his oil furnace needs to be replacedThe representative set up a recall visit for *** to go back to the home for further evaluation*** sent senior techniciansThey reported they adjusted the burner intake a little moreThey found the 6" exhaust flue vent pipe is corroded and thin with holes and needs to be replacedThis is the probable cause of the smell in the living areaThe oil furnace itself is working as it supposed toFlue venting is excluded from coveragePer the Agreement under Plumbing; “EXCLUDED: *… flue venting” 2-HBW does not replace ***s or systems solely due to age*** advised they will contact Mr*** and give him a quote to replace the flue vent
We do apologize for any frustration or inconvenience that Mr*** may have experienced during the claims handling process
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation