2-10 Home Buyers Warranty

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 (“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 February 20, 2017, *** *** reported “there is a leak coming from upstairs master restroom, not sure what is leaking but is running.” The independent contractor Soul-utions Incwas dispatched to the propertyThe technician needed to cut a hole in the ceiling to diagnose furtherThe technician reported the shower basket strainer is leakingStrainers can be manufactured into the shower-base pan or they can be replaced without replacing the shower-base panShower-base pans and strainers are both excluded from coverageIf *** *** would please refer to her Agreement under Plumbing under the exclusions section; “EXCLUDED: … shower enclosures, shower-base pans, strainers…”The representative called *** *** and received her voice mailA message was left advising shower-base pans are excluded from coverageWe acknowledge that the representative should have clarified with the contractor if the strainer was or was not part of the pan*** *** returned the phone callThe representative called the contractor and confirmed it was the basket strainer that was leaking and not the pipingThe representative requested *** *** to contact the contractor if she feels they were given incorrect information by him
Since strainers are not a covered service, restoring the drywall holes is not eligible for coverage per the Terms & Conditions; “B-When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” When a claim is not eligible for coverage, we do not dispatch a contractor to repair the drywallIn instances such as this, HBRWC sends the customer $to put toward the repair of the drywallIn *** ***’s desired settlement, she is requesting $for the repair of the drywallA representative of this department contacted *** *** and discussed the claimThe representative offered an additional payout of $to the drywall and also a refund of her $service fee*** *** found this satisfactory
HBRWC would like to apologize for the inconvenience *** *** may have experiencedWe value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home 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 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 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 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 (“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

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 Sunday, May 28, 2017, *** *** reported the air conditioner is not blowing cold airThe independent contractor *** was sent the dispatch as they could service May 30, but *** *** cancelled requesting sooner serviceShe requested to use her own contractorThe guidelines for using a contractor out of our network were emailed to herThe representative stressed to *** *** that her contractor must call in with their diagnosis and get authorization before repairs are doneShe advised the representative that she will not bother us with this issueThe representative explained that if she does not get prior approval, it will not be eligibleThere was no response from a contractor from out of our network
On May 30, 2017, *** *** advised she had her maintenance people check the air conditioner and now she needs a contractor to come out and check the systemThe independent contractor, *** *** was dispatched and reported online, the technician does not see anything wrong with the air conditionerIt is working as it should*** *** called in and stated the contractor found a leak in the coilReliable refused to go back out to the homeOn June 26, 2017, it was decided to send a second opinion outThe independent contractor, *** *** was dispatched and reported there is no leak detectedRefrigerant levels are normalThe 17-degree split in temperature which is normalThe system is coolingIn a month’s time, there was no loss of refrigerant, the system is cooling and operating fineThe representative advised *** *** to call back if she has any further issues*** *** had never called back reporting any further issues
In *** ***’s desired settlement, she is requesting either we finish the repair job and refund the money including copay and insurance costThe second opinion reported there were no leaks detectedWe had never received the diagnostic report from *** ***’s contractorThe representative had asked *** *** to call back if she has any further issues and she had notWith the information from the second opinion, we regret, we will not replace the coilHBRWC is not insurance, but a limited home service agreement intended to cover breakdowns of specific items due to wear and tear onlyThe only way *** *** would be able to receive any reimburse for her Agreement is through cancellationIf she is considering cancelling her Agreement with HBRWC, she may send a written request to [email protected] Agreement would be cancelled as stated in section H-of her Agreement, which states: “If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
*** ***’s service fee has been reimbursedIt will take approximately to business days to receive the checkWe regret that we cannot be of further assistance in this regardWe do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process
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 29, 2016, *** *** reported his air conditioner will not turn off
Independent service contractor, Schmidts AC Service was dispatched to the home and on July 6, reported the condensing coil was leakingThey attempted to repair the coil by using leak seal but it did not adequately repair the systemThey then recommended replacing the condensing unit. Schmidts repair plan stated that the existing indoor evaporator coil would be compatible with a new SEER condensing unit if Schmidts flushed the system and added a R410A TXVThis is a common repair for this type of issue that is cost-effective for homeowners whether or not they are covered by a home warranty service contract. It provides a working system without a complete system replacement. Schmidts was authorized by HBRWC to replace the condensing unit and the equipment was ordered
Replacing just the condensing unit and using the existing indoor coil provides a cost savings to *** ***If the indoor coil needed to be replaced as he stated in his complaint, it would be an out of pocket cost for *** *** as there was no failure to the indoor evaporator coil. HBRWC confirmed through Carrier Blue Book that *** ***’s existing system is rated between and seer which means the indoor coil is compatible with a seer condensing unit or a SEER unit using a TXV. Manufacturers no longer make SEER R-or R410A condensing units. The condensing units manufactured now, are SEER and higher rated.
Per the Terms and Conditions of the Agreement, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired or replacedReplacement is “like-kind”For appliances and plumbing faucets, “like-kind” replacement will be with equal or better quality equipment, unless previously noted in the trade sectionFor heating and air conditioning equipment, “like-kind” means equal energy efficiency rating, such as the SEER rating for air conditioning appliancesExcept for 13-SEER coverage and R410A coverage, we are not responsible or liable to upgrade equipment, components or parts due to: (a) the incompatibility of the existing systems and appliances with the replacement system, appliance or component thereof; (b) any type of chemical or material needed to run the replacement systems, appliance or component including, but not limited to, differences in technology, refrigeration requirements or efficiency; or (c) mandates by federal, state or local governments.” HBRWC upgraded the condensing unit to SEER R410A as it is the only condensing unit currently available.
*** ***’s complaint also refers to page of the Agreement which states: “Upgrades related to SEER and R410A compatibility regulations.” Since there is no failure to the coil, it does not qualify for the code upgrade regulationsThis is stated at the beginning of the Terms & Conditions “We provide service for covered systems and/or appliances: Which do not operate correctly due to wear and tear;” The existing indoor coil does operate correctly
There was a flyer/letter sent to all of our customers*** *** has acknowledged that he has received this letterThe letter clearly pointed out to customers the coverage that they did and did not have under their existing contract with the change in Federal government regulations. It also gave them the option to purchase additional coverage at an affordable price. *** *** did not purchase this coverage that would have assisted in his out of pocket costs had the indoor coil also failed or the TXV solution not been appropriate. In any case, the repair that Schmidts recommended (flushing the system and installing a TXV valve) was an effective repair choiceThis would have been the recommended repair even if MrBarnard would have purchased the additional coverage*** *** has not yet accepted the offer
A representative of this department contacted *** *** and found he has already replaced his system outside of the AgreementThe estimate that *** *** has sent in included the furnaceThe furnace has no bearing on the efficiency of an air conditioning systemThat being said, as a resolution and not an admission of liabilityTo put this matter to restA buyout gesture of the air conditioning portion at our cost has been offered to *** ***If *** *** disagrees with the amount offeredIt is important for him to understand that the independent service contractors that HBRWC utilizes are all independently owned and operatedWe work with these in-network contractors and the labor pricing is agreed upon in advanceDue to the extremely high volume of HVAC equipment HBRWC purchases from certain manufactures, our costs of the equipment is much lower than retail costWith the agreed labor pricing we have with our in-network service contractors along with the cost HBRWC receives on HVAC equipment, it is not out of line to say that we can replace the air conditioning system for the buyout amount
HBRWC would like to apologize for any inconvenience *** *** may have experienced. We value his business and look forward to hearing from him on our offer
Sincerely,
Office of the PresidentHome Buyers Resale Warranty CorporationTell us why here

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 respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on October 19, 2015, *** *** contacted HBRWC and reported his furnace sounded like there was a piece of something stuck in the motor making a clanking soundThe independent service contractor T & T Heating & Air Cond Co (“T & T”) was dispatched to the property to evaluate the claim furtherT & T reported they added a rubber grommet to the system and secured the inducer fan motorOn November 18, 2015, Mr*** requested a possible recall for his furnaceT & T reported that the pressure switch had shorted and replaced the switchMr*** was still having issues with his furnaceA different independent service contractor, A Absolute Air was dispatchedOn December 15, 2015, A Absolute Air reported the intake flu vent line is clogged with dirt, the sensor kit was missing its screenThe burner assembly is clogged with debrisOtherwise the technician found no mechanical failure to the furnaceIf Mr*** would please refer to his Agreement, Page under Heating - Excluded: “Flu venting”Also under the Terms & Conditions “We provide service for covered systems and/or appliances: Which do not operate correctly due to wear and tear;This means there must be a mechanical failure to the furnaceB-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipmentAlso B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” This means cleaning the debris from the burner assembly and clearing the dirt from the flu vent is not eligible” B-“There is no coverage for any loss or damage that is caused rs seriously. We look forward to serving his/her future warranty needs.or made worse by any of the following causes;… ”missing parts”This means the missing screen is not eligible for coverageA representative of our department spoke to Mr*** and discussed his furnace claim furtherHe understands cleaning is not eligible but was frustrated with the first contractor for not correctly identifying the clogged flu vent which caused this claim to be delayed. Mr*** was offered his service fees reimbursed as a goodwill gestureHe accepted our offer and appreciated the gestureHBRWC would again 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 look forward to serving his/her future warranty needsSincerely *** *** Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/10/12) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by *** ***Thank you for the opportunity to review and respond
On September 4, we
received a diagnosis from the independent service contractor, AAA Flexible Pipe ("AAA"), advising that the water softener was leaking water from the valve assembly gasketsAAA also advised that the softener had been leaking longer than the days the Limited Home Service Agreement ("Agreement") had been effectiveThe claim was not eligible for coverage pursuant to section of the terms & conditions of the Agreement which states, "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 period."
With this said, upon further review HBRWC determined that as a goodwill gesture and not an admission of liability, we would offer coverage for repairsOn September 26, 2015, Ms*** accepted the amount of $cash in lieu of repairs, and a check has been processed to herThis offer was made pursuant to section A-2a of her Agreement
HBRWC respectfully requests that this case be closed out as this has already been brought to Ms***'s desired resolutionWe thank Ms*** for bringing these matters to our attention as we do take them very seriouslyWe 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 (“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
Concerning contractor availability in Mr***’s service area for plumbersWe do regret that on occasion, 2-HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely mannerWhen this occurs, we do give the customer the option to locate their own contractorWe do have this right as explained in the Agreement under the Terms & Conditions, A-"… If 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 service.”
Our notes do not indicate that the service fee will be waivedThe service fee is owedthis is stated in the Agreement under Who Pays what? “You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call.”
We do apologize for any frustration or inconvenience that Mr*** may have experienced during the claims handling process
We regret, we are unable to reimburse Mr***’s service fee2-HBW has fulfilled their obligations as specified in the terms and conditions of the Service AgreementIf Mr*** has not received his check for the snaking, he can contact the accounting department at 1-866-231-and it will be tracked
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
We are rejecting this response because 2-10HBW is creatively misreading its own contract language in denying this claimThey can add all the extraneous text they want, but the contract, which we have in hand and which they acknowledged is current and correct, simply does not say what they are construing it to sayWe are certain consumers over the years with this same issue have simply accepted 2-10HBW's creative and selective interpretation of its own contract language, but it is wrong
Sincerely,
*** and *** ***

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

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 14, 2018, Mr*** reported toilet not flushingThe independent contractor,
*** *** *** was dispatchedThe technician attempted to snake through the main clean out but pulled back rootsHe was not able to clear the linePer the Agreement under Plumbing exclusions, “EXCLUDED: drain line stoppages due to roots”
We regret that we cannot be of further assistance in this regard2-HBW has fulfilled their obligations as specified in the terms and conditions of the Service Agreement
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the complaint submitted under case number *** by *** ***. We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the
opportunity to review and respond Our records indicate that on June 29, *** *** the independent service contractor Done Rite Heating & Cooling reported that the air conditioning system’s compressor had locked up and was tripping the breaker. The compressor was unresponsive to attempts to restart it, and consequently needed to be replaced. As this compressor was no longer available for purchase and using a universal compressor is not an option with Trane equipment, the outdoor unit would need to be replaced. *** *** contacted HBRWC on this same day expressing interested in taking a buyout in lieu of allowing Done Rite Heating & Cooling to replace the system. HBRWC offered $1,which was the cost for the eligible aspects of this repair including the labor and equipment for both pieces of the air conditioning system. On July 1st, *** *** accepted a buyout in the amount of $1,to put towards repair or replacement with the contractor of her choice. This offer was made pursuant to the terms and conditions of *** ***’s Agreement in section A where it states, In some instances we may pay cash instead of performing a repair or replacement service… If we elect payment, the amount will be the amount we pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than your retail cost).” With all this said, HBRWC does apologize for any delay or inconvenience that *** *** may have experienced. We strive to provide fast, reliable service and will review & have the delay caused by the service contractor addressed. At the same time, we would note that part of this delay may have been due to the service contractor researching parts to determine whether or not a repair was an option and if so, if it could be completed more quickly than a full system replacement We have verified the amount that was offered to *** *** was correct and we will not be increasing this offer. *** *** elected to use her own service contractor. Doing so results in paying retail costs for a replacement which is not eligible under the terms of the Agreement listed above. We apologize that we are not able to be further assistance in this regard but would note that per page of her Agreement: “To keep the cost of this Home Warranty Service Agreement affordable we cannot cover everything.” While we are not able to offer any further remuneration, we none-the-less appreciate the customer bringing her concerns to our attention so we may review the matter further. We apologize that we are not to be of further assistance with this air conditioning claim but do look forward to serving any future warranty needs that *** *** may have Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Tell us why here

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 an air conditioning claim was called in on May 1, as the control panel is not changing from heat to coolWe appreciate *** ***’s descriptive timeline of events
All of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCWe have no right of control over their actionsWe cannot tell them how to conduct their businessHowever a stern criteria of the independent contractors we utilize is to provide our customers and HBRWC fast, reliable, professional servicePer the Agreement in the Terms & Conditions; E-“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 difficultiesWe acknowledge that some of the delays that occurred were preventable due to misdiagnosis by the contractor, *** *** *** and we will have this matter investigated further internally
We also acknowledged her statements regarding her customer service experience she received and hold timesWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of calls and do not always respond in the time allotted.
The independent contractor, *** has been authorized to replace the air conditioner system*** ***’s old air conditioner was a seer R-refrigerant systemHBRWC upgraded her to a Seer system using the latest 410a refrigerant
We do apologize for any inconvenience and/or delays caused by any employees and contractors assisting with her serviceWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall shortWe will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our serviceWe value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on August 29, 2016, the check for $was approvedOn August 30, the check was mailed to her primary address just as she requestedA manager has attempted to call *** *** on September 16, and September to confirm if she has received the checkA voice mail has been received both times and a voice message was left with his direct contact informationIf *** *** has not received the check, the quickest way is for her to contact accounting at ###-###-####
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

Initial Business Response /* (1000, 5, 2015/09/18) */
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***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We apologize for any frustration or inconvenience that Mr*** may have experienced during the claims handling processOur records indicate that Mr***'s air conditioning system was replaced on September 8, We apologize for the delay that occurred due to several contractors declining to service Mr***'s systemThe contractors utilized by HBRWC are independent companies and as such do retain the right to refuse jobsAs such, HBRWC disagrees with Mr***'s statement that HBRWC was sending different contractors in order to delay his claim or alter the claim decision in any way
We acknowledge Mr*** concerns regarding the contractors that were at his propertyHBRWC strives to provide fast, professional service and anything less is unacceptableWe will evaluate the statements made by Mr*** and have them addressed internally
HBRWC would like to thank Mr*** for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/08/06) */
Revdex.com Case #XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received *** ***'s inquiryThank you for the opportunity to review and respond
Our records indicate that the failures reported
for all three of *** ***'s claims were as follows:
- The microwave door latch was worn to the point it was not latching properly; set up on June 4,
- One of the refrigerator gaskets was worn out; set up on June 11,
- A gasket on the dishwasher was worn out and the float switch would not shut off; set up on June 11,
All three service requests were originally denied as the failures existed prior to the effective date of the Limited Home Service Agreement ("Agreement") of June 1, 2015, as the extent of the failures would have taken longer than four to days to occurPursuant to the Terms and Conditions #of *** ***'s Agreement, it states: "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."
*** *** disputed the decision made with her service requests and sent in her home inspection for HBRWC to reviewThe home inspection notes that the units appear to be in serviceable condition but does not state whether units were actually testedIn the Terms and Conditions of the home inspection report, Section 10.2, it states: "The inspector is NOT required to inspect: household appliances." As the documentation had not specified that the kitchen appliances were in good working order at the beginning of the service period, the denial decisions had remained
As a goodwill gesture to *** ***, a new homeowner with three service requests that were not eligible for coverage, HBRWC decided to provide coverage on the refrigerator as it was the most minor repairThis is congruent with Section B-of *** ***'s Agreement, which states: "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
HBRWC apologizes to *** *** for any inconvenience she has experienced during the service request handling processAt this time, HBRWC will not provide coverage on her microwave and dishwasher due to the reasons mentioned aboveWe thank *** *** for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation