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 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 October 24, 2016, Mr*** reported his refrigerator is not coolingThe independent contractor, *** *** *** *** was dispatched and reported online they replaced a relay and thermometerMr*** called and said replacing these parts did not resolve the issueThe contractor reported online, it may be the compressorWe needed more information from the contractor as to whyAn attempt to contractor the contractor and a recall dispatch was sent to them to revisit the homeOn November 9, 2016, Mr*** called concerning the parts orderThe contractor had not responded to the recall visit so the representative called the contractor and they confirmed the compressor had failedWe authorized the contractor to replace the compressor with them supplying the partThe contractor was not scheduling with Mr*** for installThere were numerous attempts to contact the contractorThe contractor was not responding to Mr*** or HBRWCThe contractor was sent to our contractor relations department to investigate and addressThe representative dispatched *** *** *** went to the home and reported the compressor is locked up and recommended replacement of the refrigeratorA representative offered Mr*** a new comparable refrigerator or the equivalent replacement buyoutMr*** accepted the replacement buyout
HBRWC would like to apologize for any inconvenience Mr*** may have experienced due to the delay of his claim. 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 *** ***’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on August 24, 2016, *** *** reported his toilet is crackedThe representative advised him that cracks in toilets are not eligible for coverageFor a better understanding, if Mr*** would please reference his Agreement on page under Plumbing; under INCLUDED: “Toilet tank, bowl tank assembly parts and flange.” In the same section under EXCLUDED: “loss arising from porcelain chipping, cracking” Toilets are made out of porcelainIn addition, also under the same section under DOLLAR LIMITS PER SERVICE AGREEMENT: “* Toilet replacement, in the event of sediment/calcium build-up”This means that cracked porcelain is excluded from coverage and the toilet is not eligibleThe only time a toilet is eligible for coverage is if the failure is due to sediment/calcium build upWe hope this clarifies any misunderstanding Mr*** had
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 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 August 1, 2016, *** *** *** reported the air conditioning fan outside is making a really loud scratching noiseIndependent contractor, *** ***s was dispatched to the home and reported the condensing fan motor failed and the technician replaced itOn August 20, 2016, a recall visit was sent to *** ***s to go back to the homeThis time the technician reported the drain pan is rusted out and the evaporator coil is leakingThe contractor was authorized to replace the coilThe coil was ordered for the contractor to pick up at the supplier in Yuma AZOn August 26, Mr*** & a representative both contacted the supplierThe supplier said they had no record of the purchase orderIt was found that *** had mixed up the order*** placed a rush for the new orderThe representative offered $toward temp cooling due to the mix up with ***The new order was ready for pickup on August 31, and the contractor was advisedOn September 1, 2016, Mrs*** *** called to explain the contractor told her the coil was incorrectAfter several attempts to get a hold of the contractorThey contractor told us this was their mistake and that the coil order was correctThe contractor installed the coilShortly afterward the contractor was sent back to the home and found the compressor would not startHe added a hard start kit and the unit was up and runningThe invoice for temp cooling from Mr*** *** of $has been received for reimbursementThe check was processed on September 13, It will take approximately
HBRWC apologizes to *** *** *** for the experience he has had concerning the delay due to the part orderWe regret we will not be refunding the out of pocket charges paid to the contractor due to the delay of the partIf Mr*** *** would please refer to his Agreement under the Terms & Conditions; “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.” We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/09) */
Revdex.com Case XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mr***'s inquiryThank you for the opportunity
HBRWC sincerely apologizes to Mr*** for any inconvenience he may
have experienced during his service request processWe strive to provide fast and reliable service to all our customer and anything less is unacceptableWe will investigate this matter internally
Our records indicate that the Mr*** requested service for his roof on December 30, and advised he would be using his own Out of Network Service Provider ("ONSP")The ONSP reported the failure was due to the gutters being below the drip edge of the roofThe repair advised was adding strips of metal behind the drip and re-securing the gutters to themPer the Roof Excluded Section of Mr***'s Limited Home Service Agreement ("Agreement"), it states: "Excluded: Gutters..." As the failure was with the gutters and the gutters are specifically excluded from coverage, the claim was not eligible for coverage
In regards to Mr***'s plumbing claim, our records indicate he reported the issue on September 16, and advised issue was with tree roots in the sewage linePer the Plumbing Excluded Section of Mr***'s Agreement, it states: "Excluded: Filters, sewage ejector pumps, drain line stoppages due to roots..." Again we have a failure that is specifically excluded from coverage
We understand Mr***'s request to have repairs completed immediately and that he felt that they were emergency in natureHBRWC does have procedures in place for emergency situations as is advised in the "How Do I Request Service?" section of Mr***'s Agreement, which advises: "Contact us at 2-10.com/warranty or *** hours a day, days a week to request serviceWe will contact an authorized, independent service contractor within hours during business hours and within hours on weekends and holidays to assist in evaluating your requestIn cases of emergency, we will expedite service and attempt to initiate service within hoursAn emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a condition that immediately endangers health and safety; 3) a condition that interferes with healthcare support of occupants; and/or 4) a system malfunction that causes ongoing damage to the homeIf you should request non-emergency service outside of business hours, you will be responsible for additional fees, including overtimeParts and labor are guaranteed for days on authorized service requests."
Mr*** has advised that he had repairs completed and then contacted HBRWC requesting reimbursementSection A-of Mr***'s Agreement clear states: "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." So in addition to the failure being excluded from coverage, the process was not followed either so had the failures been eligible, HBRWC would not have been able to provide coverage
At this time, HBRWC is not able to provide any reimbursement to Mr*** for his Agreement as it expired on September 28, Per Section F of his 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." As the term is now expired, we cannot provide reimbursement
HBRWC respectfully requests the Revdex.com close this case as we have proven that the claims in question were not eligible for coverageWe thank Mr*** for bringing these matters to our attention as we do take them very seriously
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on June 3, 2016, *** *** reported his air conditioner is not working correctly, he has the thermostat set at but the home is Independent service contractor, *** was dispatched to the home and reported the system was low on Freon, found a leak at the Schrader valve, the TXV stuckThe Technician tightened the Schrader valve, replaced the TXV and recharged the systemOn July 18, 2016, Mr*** reported the air conditioner is still not cooling, a recall visit set up for *** to revisit the homeThe technician reported the TXV has failed again and believes the first TXV was defectiveThe contractor reported online the work is completeOn August 10, 2016, Mr*** was still having issues and he requested a different contractorIndependent contractor *** was dispatched and found the TXC faulty and always blew out the system because he felt the system could have been contaminatedThere was a dispute between HBRWC and this contractor going over his agreed contractor pricing with us but this was resolved later that dayThe contractor reported the work has been completedA supervisor followed up with Mr*** to confirm completion
HBRWC would like to apologize for any inconvenience *** *** may have experienced due to the multiple visits to the home. We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/05/28) */
The Office of the President *** ("***") 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
Our records indicate that *** was first contacted by*** on August 5, to place a claim on his hot water heaterThe claim was dispatched to the independent service contractor ***On August 12, *** stated that the technician replaced a leaking temperature and pressure valve, and the system was operational
*** was next contacted by*** on *** 9, when he reported that he had replaced his hot water heater*** submitted an invoice for further reviewThis invoice was dated *** 1, and showed that*** paid the service contractor to replace the hot water heaterAs such, the repairs were completed prior to*** contacted *** to report the failure
As such, we regret that this claim is not eligible for coverage pursuant to section A-of the Agreement which states, "No claim forms are used, but we must pre-approve service by an authorized, independent service contractor."
Additionally, on page of the Agreement it states, "A service request must be received by us during the Service Agreement period*** HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid."
Since*** went outside of the Agreement had had the replacement performed without our prior authorization, the claim is not eligible for coverageWe disagree with Mr*** statement that he contacted our company on *** 1, *** has an automated system which shows record any time that a customer makes contact with our company, be it via telephone or our online systemWe have researched and verified that*** made no such contact on *** 1stWhile we acknowledge that there was a claim placed for this item in August of 2014, that failure was repaired and thus was unrelated to the replacement that occurred approximately months later
We apologize that we are not able to be of further assistance in this matterWe do appreciate*** bringing this to our attention so we may evaluate the matter furtherAs we have verified that Mr*** water heater replacement is not eligible under the terms and conditions set forth in the Agreement, we respectfully request this matter be considered closed
Sincerely,
***
Office of the President
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the*** three times by phone and four emails prior to having the new hot water tank installedI was told I would be reimbursed the $I paid for the hot water tank that was leakingI believe I should have the $refunded to me
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted this business three times by telephone and two emails and the heating company sent them an invoice on April and they stated I would be covered under the warrantyI did do it before the hot water tank was replacedI feel
I should be given the $as I was promisedI paid my home warranty and when I follow the rules and submit what I needed to do they still refuse to pay me even though I was told otherwise before the hot water tank was replacedI feel I am owed the $that I was promisedI had*** contact them as wellThey are stating there were NOT contacted there were three telephone calls and two emails from me and two from *** I believe under the contract I had with them I should be paid the $895,that I had to payI am on SSDI and I do not have extra incomeAll this company is concerned about is making money and not paying the claims they state they will payI expect them to pay the $they promised to me
Final Business Response /* (4000, 13, 2015/07/11) */
The Office of the President at *** ("***") is in receipt of the rebuttal submitted by *** ***We would refer *** *** to our previous responses, in which we indicated that we will not be reimbursing the $that *** *** paidRepairs were completed without the prior authorization of ***, and as such are not eligible per section A-of the Service Agreement
*** never provided any promise or guarantee of reimbursementRather, *** *** was told from the beginning of the claim that we would not offer coverage for the water heater replacement which occurred on *** 1, 2015, days prior to *** *** contacting ***
We apologize that we cannot be of further assistance in this regardAs *** *** did not follow the claim procedures outlined in his Service Agreement, the claim will remain denied
Sincerely,
*** ***
Office of the President
***

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by 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 February 1, 2018, Mr*** reported his furnace is making an unusual noiseThe independent contractor, *** *** *** was dispatched and reported a failed blower wheel and blower motor*** *** was authorized to make the repairs and the parts were orderedOn February 13, *** *** advised the blower motor wheel is too small, so the wheel was reordered with an ETA of February For this, Mr***’s service fee was refundedOn February 20, *** *** reported they installed the blower motor and wheel; the technician found the blower assembly is warped causing the unit to shakeThe information was taken to replace the furnace and a new furnace was orderedThe furnace was ready for *** *** to pick it up at the local supply house the next dayHowever, *** *** advised us that they were booked and the soonest they could install the furnace is February 2-HBW started looking for another contractor to install the furnaceMr*** was offered to wait for *** *** to install the furnace or take a replacement cash buyoutMr*** was going to wait for *** *** to installThen there was an exchange of words between *** *** and Mr*** and *** *** no longer wanted to do the jobMr*** found his own contractor and accepted the buyout
We do depend on the manufacturers, suppliers and contractors to give us the correct part numbers to orderAll of the contractors 2-HBW utilizes are independently owned and operatedIt is unfortunate they did not find the warped blower assembly until parts were received as this would have prevented a further delayWe have no right of control over their actionsIf the contractor refuses to do a job for whatever reason, this is their decisionSituations such as this are out of our controlAs stated in the Agreement’s 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.” However in instances like this, we will do everything possible to expedite the service/repair
In Mr***’s desired settlement, he is requesting compensation for expenses that are not covered under the AgreementThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for any type of financial compensation due to the breakdown of the furnaceThis is explained in the Terms & Conditions of the Agreement, B-“We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage.” With this said, we regret that we will not be offering any compensation as described in his desired settlement as we are not liable for such expenses
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. I am extremely pleased with how the 2-Home Warranty resolved the situation. ***, a supervisor with company contacted me directly and arraigned for a the system to be replaced. I couldn't be more satisfied with her efforts and the results.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/19) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted by *** ***We have located Mr***' Limited Home Service Agreement ("Agreement") and applicable claimThank you for the
opportunity to review and respond
We do apologize for any frustration or inconvenience that Mr*** may have experienced during the claim handling processOur records indicate that Mr***' water heater was initially given a tentative ETA of being available on October 14thThis is why the independent service contractor scheduled repairs for that dayWhen the water heater was not received by then, the appointment had to be rescheduledOur records do indicate that repairs were completed on October 19,
We empathize with Mr*** situation and the delay that occurredAt the same time, we would note that section B-of this Agreement does state that, "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."
We appreciate Mr*** suggestion of having a service contractor provide a shortened window rather than a hour time periodA majority of contractors contracted by HBRWC are expected to provide a hour window and to provide a courtesy call advising a customer when the technician is in route to the homeHBRWC will have this addressed with the contractor B's Plumbing to see how they may be able to provide such accommodations in the future
Again we apologize for any frustration or inconvenience that Mr*** may have experiencedWe appreciate him bringing his concerns to our attention as we do take these matters seriously, 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 ***
I am satisfied with this next step they have outlined. As discussed, my 3rd party repairman will contact 2-directly with the analysis of the required repair and obtain the approval necessary to make repair and for me to obtain reimbursement from 2-10. I will follow up to let you know 2-10's decision and fulfillment of the reimbursement. Thank you for brokering the dialogue.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/28) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted under case number XXXXXXXX by *** ***Thank you for the opportunity to review and respond
We do apologize for any
frustration or inconvenience Ms*** may have experienced during the service request handling processIn Ms***'s inquiry, she mentioned that she needed quick service for her refrigerator as she had an ill child, and once service was provided the service request was determined as not eligible for coverage
Ms*** initiated a service request on her refrigerator on August 28, On August 31, HBRWC received the diagnosis from Dun-Rite Appliance Repair, an independent network service contractor, indicating that the unit had leaked out all Freon and the unit needed to be replacedHBRWC confirmed that Ms***'s request was submitted approximately two weeks after the effective date of the Limited Home Service Agreement ("Agreement")Additionally, there had been a lapse in coverage for three years since Ms*** last had coverage with HBRWCThe failure was not covered pursuant to the Agreement section A-2, "Subject to the limitations, terms and conditions, service applies only to the Eligible Equipment which is in place and in good and safe working order with no pre-existing defects at the beginning of the service period." After HBRWC determined Ms***'s refrigerator would not be eligible for coverage, she disputed the decision on September 1, and the denial was brought to an internal Review Committee at HBRWC for a final decision
Our records show Ms*** cancelled the Agreement on September 2, 2015, before the final coverage decision was madeAs Ms*** has cancelled her Agreement and is not a current HBRWC customer, her refrigerator cannot be replaced
We thank you for your understanding concerning this matterWe do take these matters very seriously and we thank you for bringing these concerns to our attention
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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 2, 2016, *** *** reported the system would not turn on and smelled a fire smellIndependent service contractor, Air Design A/C & Heating was dispatched to the home and replaced the capacitor*** *** reported this did not fix the problem and also the technician did not address other issues with the condensing unit*** *** and another contractor that was dispatched believed Air Design left the system in a fire hazard state*** *** has a direct contact with a representative of this departmentAfter some discussion, it has been decided to have another independent contractor do the work HBRWC would like to apologize for any inconvenience *** *** may have experienced due to his experience with the Air DesignHis complaint was passed along to our contractor relations department to investigate and address the contractor. 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

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 his air conditioner is not blowing cold airHe requested to use his own out of network contractorThe representative set up a work order for an out-of-network service provider and immediately emailed the guidelines to *** ***’s emailThe out of network procedures were emailed to him as follows: “Emailed: *** 1. 2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement. 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement. The cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment. It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference 2. If 2-Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor and an additional service fee will be payable by you to the additional Service Contractor. Second opinions may cause significant delays in service 3. The Out-of-Network Service contractor must be licensed and insured for your protection 4. The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made. 2-Home Buyers Warranty will not pay for any repairs that are made without its authorization Authorizations Department phone number: *** (press option 2) 5. After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursementPlease mail your request for reimbursement after we have authorized/adjudicated the claim to: *** or Fax: (Toll) *** or (Toll Free) *** You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.” On June 28, 2016, *** *** called and stated his contractor is refusing to call in to give the diagnosisOn July1, 2016, an invoice was receive dated June 28, with the cost of replacement and giving the out of network contractor permission to commence work immediatelyThere were no failures listed on the invoiceJust the cost of replacing the systemWe were still waiting on the out of networks findings On July 23, 2016, HBRWC received the diagnostic’s report from *** *** contractor as follows: “Description of Work Cool check completeFilter is fine, recommend using filterfetch.com code C5UVP7F for replacements and changing every two-three monthsNo access to flush condensate lineBlower motor capacitor is goodBlower motor start winding has shorted and motor will not start on its own, cannot guarantee how long motor will continue to run on its ownFurnace control board is burnt along all resisters, control board may cause further damage to unit or fail in near future and should be replacedCondenser coil is clean and in good conditionContactor is burnt across contacts and should be replaced to prevent damage to compressor or condenser fanSystem testing low on charge, coil currently running below freezing and suction line is icing over, advised that system needs to be recharged for proper cooling and efficiencyAdvised that coil may freeze in current conditionDue to age and cost of repairs highly recommend system replacementCustomer has home warranty who they may contact for repairs, setting up estimateSystem running at this timeHCKC0020X Complimentary cooling system maintenance for Priority Service Plan memberChemically cleaned condenser coil and inspect condenser for refrigerant leaks .Lubricate all motors, bearings, fans, and circulatorsCheck and install customer-supplied air filters as neededCheck and clear condensate drain if there is an access pointTest for proper refrigerant pressures and system capacityTest all controls for safe and proper operationInspect evaporator coil for rust and airflowCheck blower motor and beltTest and tighten all wiring and connections and electrical components conditionTurned exposed dampers (if marked) to cooling positionVerify proper return air volumeCheck visible ductwork for leaks and cleanlinessDiscuss equipment condition and conservation measures.” The diagnostic information says the system is up and running at this timeThe out of network contractor has mentioned some items that may fail in the future and has recommended replacement due to ageWe do not replace equipment due to ageThis would be cost prohibitive if we were to replace HVAC equipment just based on ageThere must be a failure to eligible equipment before repairs or replacement would take placeThis is clarified in the first sentence of the Terms & Conditions of the Service Agreement “We provide service for covered systems and/or appliances: Which do not operate correctly due to wear and tear;” A response email was sent to *** ***: “Thank you for submitting the paperwork from your Out of Network ContractorWe have carefully reviewed the attached document as well as the system replacement costThe contractor has recommended replacement due to age but at this time the system is up and runningYour Service Agreement with Home Buyers Warranty covers for mechanical failures, not preventative repairs or preventative replacementAt this time, we are not able to find coverage for your system“ *** *** contractor reported his system is up and running and he still moved forward with having his system replaced by his contractor without our prior authorizationIf *** *** would please refer to page of the Agreement under Who pays what? “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” Additionally, per Section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractorThis was also explained in number in the above out of network procedures emailed to him We are understanding of *** ***, however, again his out of network contractor reported his system was operational and the evap coil is running below freezingHBRWC would not have replaced this system We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We appreciate *** *** for bringing this to our attention as we do take these matters seriously Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the *** at Home Buyers *** *** *** is in receipt of the rebuttal submitted by the customers. We again apologize for any inconvenience that they may have experienced. At the same time, we would note that the repairs to the unit have been completed, and that there are no further ongoing issues. We have addressed the customers concerns internally, however, we do not release the actions or findings of internal reviews to the public. As such, we regret we are not able to be of further assistanceIf the customers have a future claim or questions on another claim, we are happy to review further. Until such time, we look forward to serving their future warranty needs. Sincerely,*** ***Office of the ***Home Buyers *** *** ***

2-offered us an acceptable buyoutI accepted the buyout this morningI should receive a check within business days.Thank you so much for your excellent helpI really feel that you made the difference.All the best,*** ***Charlotte,NC

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 June 21, 2017, Mr*** reported his salt water pool claimWe do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described 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 service." Mr*** was emailed the guidelines for using a contractor out of our areaThe claims management phone number, 1-800-482-and email was included in the guidelinesThere have been no phone calls or emails received under this claim after the guidelines were sent to him
Concerning Mr*** experiencing extensive hold timesThe operations manager reports there are no phone issuesAs a norm, you are looking at hold time to minutesPerhaps Mr*** has the incorrect phone numberThis is a call center where the representatives do not have a direct contact numberWe ask Mr*** to have him and his contractor try the phone number above and reference his work order *** and supply the diagnostic’s reportHe may also email [email protected] he emails the diagnostic’s report, it will be reviewed and he will receive a response on our decision
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 rebuttal submitted by *** ***. Thank you for the opportunity to review further
*** *** called to put in a complaint against Residential for breaking her UV lightsA representative contacted Independent contractor ResidentialThey deny all liability on damaging the UV bulbsWe asked if they would go back to the home but the refused, due to customer conflictThe representative has it noted she called *** *** and received her voice mailA message was left to send pictures of the missing bulbs and to purchase new ones and we can reimburse her after we receive the paid invoiceThe accounting department will not release a check without a paid invoiceApparently this is where there was miscommunication on payment of the bulbs
A different independent contractor, *** *** Heating & Air was dispatched to the home and reported both indoor and outdoor coils are leakingHBRWC is offering to replace *** ***’s entire air conditioning system or the equivalent of a replacement buyoutThis includes the installation and the replacement of the UV bulbsIf she decides on the replacement, there are some out of pocket costs for duct work modificationsThis is due to the new larger seer system that will be installed
HBRWC would again 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 PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by 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 originally on June 14, 2017, Mrs*** reported her air conditioner temperature is stuck at or 77. We do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular trade in a timely mannerThis can also occur when temperatures increase significantly in an area, the independent contractor’s experience an unusually high volume of calls and are bookedWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-“No claim forms are used, but we must pre-authorize service by an independent service contractorIf 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.” On June 24, 2017, the guidelines for using a contractor out of our network were emailed to Mrs***There was no further activity under this claim
As stated, the guidelines for using a contractor out of our network were emailed to Mrs***Number pertains to this complaint
Number of the guidelines state we will not pay for any repairs that are made without getting prior authorization
“4. The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made. 2-Home Buyers Warranty will not pay for any repairs that are made without its authorization.”
In addition, no prior approval is also listed in the Agreement in bold under Who pays what? “2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” Again, under the Terms & Conditions A-“No claim forms are used, but we must pre-authorize service
by an independent service contractorIf 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.”
Then on September 28, 2017, Mrs*** set up online, another air conditioning claim as; “the blower not coming on and the breaker and fuses trippingNo air flow from vents, Not coming on at allThe last time we had a problem with our a/c, the people you contacted denied the service request because "they were too busy" so I had to pay for it ourselves.” The independent contractor, *** Heating & Cooling was automatically dispatchedOn September 29, 2017, *** reported online that the homeowner cancelledThere was no further activity under this claim
On January 3, 2017, Mrs*** called in and advised she paid $7,for the replacement of a new system and she was requesting compensationAs stated above, it was explained to her that the guidelines and the Agreement for using a contractor out of our network were not followed and her claim is not eligible for coverage
Concerning her plumbing claimOur records show on January 2, 2018, Mrs*** set up a Boiler claim “online” reporting it was not heatingOn January 3, 2018, the independent contractor, *** *** * *** reported online, that they left a voice message at the *** residence to scheduleOn January 4, 2018, our dispatch department called Mrs***She advised she had an emergency because the pipes had busted and they already had the issues fixedShe told the representative it was ok to go and cancel out the service requestHer contractor still has not called in on his findingsWhen the claim was set up “online” there was no indication it was an emergencyWhen there is a true emergency, such as a burst pipe, the claim should not be placed online but called in, so the dispatch department can call around to the different contractors to expedite the service request.
Due to the Mrs***’s dissatisfaction with the independent contractor, ’*** unprofessionalism, we have sent her concerns over to our contractor relations department to review and address the contractorWe apologize to Mrs*** that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer serviceWe will have her concerns about dropped calls and website issues reviewed so we may make corrections and continue to improve our serviceWe regret that we cannot offer any payment as we are not liable for such expenses2-HBW has honored their obligations as specified in the terms and conditions of the Service Agreement
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: First of all, I should have received my warranty on my settlement dateI did not receive the warranty until months after closingIn those two months, I and my realtor contacted the builder on many occasions to try to obtain the warrantyHowever, it was learned that the builder did not actually pay for the warranty until months after closingBut the warranty would not make the warranty commence on the date the actual warrant was issued, but the actual closing date "as this is their policy"So a one year warranty became a month warranty and is now expiredIn fact the warranty should have commenced when the actual warranty was purchased, which would make the warranty still in effect until the middle of January. Secondly, When I submitted a complaint to the warranty company about the builder not taking care of many items on the warranty list (8/25/+/-) ***, from the warranty company stated he would contact the builder and get back to meHe also stated that they were the administratorThe fact is, that they did absolutely nothing to "administrate" the situationThey never called or wrote me back and just left my file sit, until I called him two months laterAnd after I called him, he still did nothing, nor did he contact me, hence my complaint.In the warranty companies previous letter, al they did was state what was in their policy, which I fully understand, with the exception of cutting my warranty period short by monthsI see that there are complaints as of this date for this company but yet they have a rating a "AA"".
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
We would like to apologize to *** *** as we did receive his invoice and his well claim was authorized for the $The representative that received the invoice did not forward it to our accounting department for processingIt has been sent over and will take approximately business days to receive the checkWe have sent this to our coaching and development team so the representative may learn from her mistake
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation