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
*** *** 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 *** 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 *** *** ***

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 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

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
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

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

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

Initial Business Response /* (1000, 5, 2015/08/14) */
The Office of the President at Home Buyers Resale Warranty Corporation 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 claim handling processOur records indicate that the independent service contractor Professional Heating & Cooling was authorized to replace Mr***'s outdoor condensing unitThe equipment was ordered on July 22, after Mr*** verified that he accepted the non-covered charges quoted by the service contractor
We regret that the service contractor rejected the equipment that HBRWC attempted to shipWe apologize for this inconvenienceHBRWC strives to provide fast, reliable service, and this incident has been reviewed internally due to the delay that this caused
On July 27, HBRWC determined that a second opinion would be sentThis decision was made pursuant to section B-which states, "We reserve the right to obtain an additional opinion at our expense." On July 27th, the second contractor A & C Heating & Cooling was authorized to replace the condensing unitThe equipment was successfully received by A & C Heating & Cooling, and repairs were completed on August 3,
We regret that we will not be offering coverage for the $that Mr*** paid in non-covered charges to the service contractorThe $that was charged for the recovery and disposal of refrigerant and old equipment is not eligible per section B-of MrFederpsiel's Agreement which states, "We do not remove any hazardous materials including asbestos; do not transport or store any hazardous materials; and do not perform any repairs where there is environmental contamination or if such repairs would cause contaminationWe do not pay charges or fees to dispose of an appliance, system or component, including, but not limited to: condensing units..."
The remaining $was quoted to install an electronic whip and disconnectThese items are required by code in ***'s areaAs such they are not eligible per section B-of the Agreement: "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliancesCorrections to code violations are covered up to $per Service Agreement, when the Supreme Protection option is purchasedWe do not perform verification and/or diagnostic testing of ductwork the sealing of ductwork, and associated repair costs."
We apologize again for the delay that Mr*** experiencedWe would like to thank him for bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

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

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

We have received Mr***'s rebuttal and would like to explain that the claim was not denied for the system not being in place and in good and safe working order at the beginning of the service period, but rather that the condition of the unit and failures did not appear to be due to wear and tear. We understand that Mr*** would like a full refund for the service agreement. Our records indicate, we have processed a buyout for the amount we would have paid for the condenser fan motor of $166.00. The service agreement has been in place since November 25, 2015. Normally when a cancellation is processed, we reimburse at a pro-rated amount, less any claims paid. We will however, not pro-rate, but will remove the claim amount paid. The total cost of the service agreement was $569.00. We will reimburse Mr*** $

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 2-is covering the Evaporator Coil.
Sincerely,
*** ***

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 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

Complaint: ***
I am rejecting this response because: We called them twice before we had a service tech out to look at the unit and both times 2-Home Buyers Warranty told us that YES it would be covered and they even gave us a work order numberThey knew both times that we called and they approved that it was a heat recovery/air exchange unitIt wasn't until after the service tech came out that they then decided that it would not be coveredSo that was two separate phone calls, different people we talked to that told us that this specific unit would be covered.
Sincerely,
*** ***

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

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

Complaint: ***
I am rejecting this response because: A heat wave across the US has nothing to do with the extremely poor customer service receivedMe and my husband had to call several times and get transferred all over the place to get an answer that even made senseYour customer service is terrible, period.
Sincerely,
*** ***