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 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 (“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 (“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

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 *** ***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

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 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

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

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

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

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

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 (“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 was not blowing cold airIndependent service contractor, *** *** *** * *** was dispatched to the home and reported the disconnect box has failed, he did a leak test, added leak freeze and recharged the system and replaced the disconnect boxOn July 25, 2016, a recall dispatch to go back to the home was set up for *** ***the appointment was scheduledThere was contradictory information given from *** *** and it was determined to send another contractor, *** ***They reported there was a leak in the evap coilThey did a dye test and also found there was a leak in the condensing coilDue to the multiple leaks, it was decided to replace the entire a/cThe equipment has been ordered and deliveredA supervisor has called *** *** and left a direct contact number for any additional questions until the work is complete*** ***s second service fee was reimbursed
HBRWC apologizes to *** *** for the experience he has had concerning his customer service and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than call volume in the call centerThe independent service contractors experience a high volume of dispatches and do not always report their findings in a timely mannerWe 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 serviceWe 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 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 March 20, 2017, *** *** reported several unrelated plumbing claimThe contractor report on the Upstairs Hall toilet: “Upstairs Hall toilet was working properly when I arrived flushed repeatedly everything was working correctly they claimed they had turned the water off to the toilet but it was all the way on when I got there so I'm not sure what was happening but it was working fine when I was thereOn the second claim *** *** reported “When shower is on you can hear water and it sounds like its coming down the wall.” The contractor reported “Upstairs Hall bathroom shower escutcheons (face plates) were improperly installed, they are upside down and separated from shower wallWaste & overflow is also installed upside downAll water flows directly behind these escutcheons causing the leakI ran the tub tooSee a leak at the Riser and did not see leak at the drain so he needs to seal the escutcheons.” This is a sealing issue and not a plumbing issue and not eligible for coveragePer the Agreement on page under Plumbing “EXCLUDED: caulking, grouting” Improper installation to correct the valves is also not eligible for coverage per the Terms & Conditions; B-“Costs to repair failures due to improper installations”In order for Faucets to be eligible for coverage, the Supreme option must be purchasedThis is on page of the Agreement under Plumbing “Supreme Protection (OPTIONAL COVERAGE) Faucets and faucet handles, including shower heads and arms.” Unfortunately the Supreme option was not purchased
HBRWC would like to apologize for the inconvenience *** *** may have experiencedIn her desired settlement, *** *** requests her service fee reimbursedIn order to preserve “goodwill” for our business, we have amicably agreed to thisIt 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 (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on May 1, 2017, *** *** reported his ac is not blowing cold airThe independent contractor, *** *** *** * *** was dispatched to the home and reported: “nitrogen test performed and found leaks in the indoor evaporator coil in the indoor air handlerOne leak is in middle of coil and the 2nd larger leak is on outlet of metering device distribution manifoldThe manifold is cracked and cannot be repaired .This air handler will need to be replaced.” The representative called *** *** and received his voice mailA message was left to call back and if he accepts the out of pocket cost, the air handler will then be orderedFuture Tech advised there were missed or canceled appointments on both sidesThey could not agree on a good time for installation
On May 23, 2017, the owner of Future Tech had a death in the family and had to cancel the installWe do hope *** *** understands there are some things that are out of our controlWe have no control over the scheduling of the install, missed appointments and unforeseen circumstances by the contractor as stated in the Agreement in the Terms & Conditions; B-We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.”
The independent contractor, *** was contacted and has agreed to take over the job*** has a scheduled install date with *** *** for June 13, A representative of the escalations division is tracking this claim until completion
We do apologize for any inconvenience and delaysHBRWC is committed to providing superior home warranty protection and customer service. His concerns enables us to make corrections and continue to improve our serviceWe 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
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

1. This is in regard to my ongoing microwave problem 2. Today (9/2/2016) a technician from *** *** *** Repair installed another magnetron, capacitor, and diode Again the results are the same as last time. We plugged the microwave in. Put
in a cup of water to test it. The microwave started, then went dark/lost power almost instantaneously. 3. The technician told me that they would advise 2-that the microwave was not repairable 4. As I stated in my original complaint, this has dragged on far too long (since May) We have had numerous repairmen at our house and multiple parts have been swapped out. Nothing has worked Two different companies have determined that our microwave/convection oven is not repairable 5. As I stated earlier, any buyout offer must be based on a buimicrowave/convection oven. An amount based on a counter or over-the-range simple microwave is not the same and is not acceptable. We have obtained two replacement estimates.....$1,& $2,250 6. Our offer to split the difference (~$1,000) is generous

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
A representative of this department contacted *** ***s and spoke with MikeHis senior technician went to the home today and calibrated the salt cell and it is working fineThe technician advised the filter valve was not leaking when he was outHe believes the owner was able to stop the leakHe said it is old, made of plastic with spider webs and could leak at any time*** *** did not want *** ***s to fix it as he did not want to be out of pocket over his remaining $maximum
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 Miss ***We have located Miss *** Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on January 2, the independent contractor, *** *** * *** *** advised the incorrect water heater had been installedThe water heater needs to be replaced with a water heater that has side loops in order to heat the homeOur purchasing department found a water heater that should work but we were not able to get a hold of *** to verify if it would workThere was an unusual cold snap with heavy snow in VirginiaThis contractors were inundated with heating claimsWhen there is a cold snap with heavy snow throughout in an area, the independent contractors experience an unusually high volume of calls, they get booked and they do not always respond in the time allottedMany of the suppliers were also closedAs explained in the Terms & Conditions; B- “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” On the morning of January 10, 2017, *** called in and advised that they found a water heater that would work*** ***, model # ***+ -- High Input Gas Water Heater with Side TapsThis was immediately sent to purchasing to orderThe water heater was ready for pickup locally later that dayOn January 16, 2017, a representative called *** and they advised the water heater has been installed
2-HBW acknowledges that in May of 2016, an independent network contractor installed a gallon * * *** water heater without the side loopsMiss *** prior water heater had the side loopsThe contractor did not notify us that the incorrect water heater was ordered but instead installed the ordered water heaterWe do apologize for this mistakeMiss *** service fee has been reimbursedIn addition, a representative has also requested Miss *** send in her paid invoices for the space heaters that she had purchased during the time she was without heat for up to $in reimbursementIt does take approximately to business days to receive the checks
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation