2-10 Home Buyers Warranty

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,
*** ***

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

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,
*** ***

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 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 4, 2016, Mr*** reported his frid** is not coolingThe independent contractor reported the evaporator coil keeps freezing upThe technician replaced the icing kit twice and the unit keeps freezingThis is a ** Monogram and the technician cannot determine the cause of failureHe recommended sending a ** certified technician outThe only certified network contractor for ** in the area is the independent contractor, ***They were dispatched on October 11, but there soonest availability was October 25, It is understandable Mr*** did not want to wait this longHe told the representative he was going to find his own contractorA representative later called Mr***He decided to stay with the *** appointmentThe *** technician has to order the partsA call was placed to *** and found the repairs are scheduled for November 7, Due to this delay, Mr***’s service fee has been reimbursed*** was not able to repair Mr***’s refrigerator on this visitA represented of this department is working directly with Mr*** and he has the representative direct contact informationMr*** will be going out of our Network to locate a ** certified technician that will be able to make the repair in a timely manner*** has been sent to our contractor relations department to investigate and address
HBRWC would like to apologize for the inconvenience Mr*** has experienced due to the delay of his claimWe look forward to hearing from his contractor soon
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

HBW File No.: NC139421-2-Home Buyers Warranty (“2-HBW”) is the administrator of the 2-New Home Warranty Program. However, the warranty itself is the builder’s warranty, and the builder is primarily responsible for making warranted repairs. As the
administrator, HBW handles the intake of service requests from the consumer and works with the builder and the consumer to administer the warranty terms and to coordinate warranted repairs. This process sometimes involves coordination with subcontractors and others, who may actually be responsible for completing the repair workThe warranty in question is a one year workmanship warranty with an effective date of October 31, to October 31, The consumer filed a service request with HBW for warranty work within the applicable warranty term on October 12, 2015. HBW responded to the consumer’s service request with a written response via e-mail within one business day of receipt of the service requestHBW also immediately informed the builder of the actions required of the builder to make repairs using the Construction Performance Standards outlined in the warranty bookletHBW is available to assist the consumer and the builder with the warranty process, but the builder has the responsibility to work with the consumer to actually schedule and complete the work. Over the last few months HBW has received updates by the consumer stating the warranty repairs were incomplete and our office immediately notified the builder of the pending repairsAfter our office received the Revdex.com complaint we contacted the builder for an update relating to the consumer’s fileOur records indicate we were notified by the builder on April 13, that all repairs have been completed to the consumer’s homeAs confirmation, our office emailed a letter to the parties stating repairs were complete and the file would be closedWe apologize for any inconvenience the consumer may have experiencedWe do appreciate Mr*** bringing this matter to our attention

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
*** *** accepted our original offer of splitting the non-covered chargesWe regret, there will be no further concession being offeredThe supplier had made the mistake with the orderWe would not be aware of this unless we are notifiedPer 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 or labor difficulties.” The service fee was reissued to *** *** on August 3, and he should receive it within a weekWe again apologize for any frustration or inconvenience experienced during the claim handling processHBRWC respectfully requests the Revdex.com close this matter as the air conditioner has been repaired per 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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) that went into effect November 14, Thank you for the
opportunity to review and respond
Our records indicate that Mr*** spoke to a representative on November 22, and he reported that he had his water heater replacedHe told the representative he called in November 17, but was told since we had not received the check for the Agreement, he would not be able to file a claimOur notes do not indicate he had called on November 17, Apparently a representative did not notate his accountThe representative asked Mr*** to send in the invoice for review and possible reimbursementThe invoice and picture were receivedThe pictures show rust and stainingThe Agreement went into effect November 14, It takes much longer for the metal jacket of a water heater to rust from waterIt was determined that the water heater had been leaking prior to the November 14, effective date of the AgreementIt is HBRWC policy to notify a customer as soon as practical on circumstances such as this*** *** was not informed of this, therefore it was decided to settle with Mr*** through our marketing concession reserveIt will take approxbusiness days to receive the check
HBRWC would like to apologize for any inconvenience Mr*** may have experienced. We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by *** ***We have reviewed our file and found the *** Limited Home Service Agreement (“Agreement”) became effective November 23, Thank you
for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on December 2, 2015, *** *** reported her water heater was not producing hot waterThe independent service contractor, Darwyn’s Plumbing, Inc(“Darwin’s”) was dispatched to the property to evaluate the water heater furtherOn December 3, 2015, Darwyn’s found the pilot light would not stay lit because the gas valve has failedThe gas valve needed to be replacedDarwin’s was given approval to complete the repairs with them supplying the gas valveOn December 7, 2015, Darwin’s called us and stated they were not able to locate the gas valveThis information was sent to our parts inquiry department to see if we could locate the partThe gas valve was located and ordered on the same dayUnfortunately the part was not available locally and had to be shipped in with an eta of daysThe contractor received the part on December 10, and the gas valve was installed December 11, We empathize with the frustrations that *** *** has experienced due to the delayed repair of the water heaterWe strive to provide fast and reliable service to all of our customersHowever this delay in obtaining parts was beyond our controlIf *** *** would please reference her Agreement under the Terms and Conditions section B-9, "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." Our records indicate on the evening of December 29, 2015, *** *** reported her furnace stopped workingIndependent service contractor, Aire Serv of Edwardsville; Paddock Heating & Cooling (“Aire Serv”) was dispatched to the property to evaluate the furnaceOn January 4, 2016, Aire Serv reported there was a cracked heat exchangerDue to the furnace is years old, their recommendation was replacementHBRWC decided to replace the furnaceOn January 5, 2016, Aire Serv was authorized and the furnace information was sent to our purchasing department to orderThe furnace arrive January 8, Aire Serv called and stated the furnace that was ordered was physically too bigOur parts inquiry department found that due to the age of the *** furnaceManufactures currently do not make a furnace in the BTU range needed that accommodate the same space as their old furnaceOn January 11, 2016, between Aire Serv and our parts inquiry department, they were able to locate a furnace with the correct BTU’s that would work for the space providedThis day delay was necessary to insure the correct furnace would be orderedAgain, if *** *** would please reference her Agreement under the Terms and Conditions section B-9, "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.“ There are non-covered charges in the amount of $associated with the replacement of the new furnaceThe furnace was ordered and installed on January 12, We acknowledge that in *** ***’s complaint that she request the non-covered charges of $($ductwork modifications + $Electrical modifications + $gas line modifications + $disposal of the old furnace)Her $service fee has been refundedUnfortunately we will not be reimbursing the non-covered charges that have been paid to Aire Serv for the replacement of the furnacePlease refer to the Terms and Conditions of the AgreementThe modifications are not eligible pursuant to B-“When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensionsThe disposal is not eligible; page of the Agreement under HeatingDisposal fees are only eligible for coverage if the Supreme Protection option is purchasedThis option was not purchasedHBRWC would again like to apologize for any inconvenience *** *** may have experienced. We would like to thank *** *** for bringing her 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

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 21, 2016, *** *** reported her air conditioner was not blowing cold airShortly afterward she had called in and advised that our in-network cannot come out for a couple of daysShe knew a contractor that could come out right awayThe representative explained the out-of-network guidelinesOne binging that the contractor must call in prior to having the repairs doneOn June 23, *** *** called in to get our email address to send in her paid invoice for reimbursement of work her contractor had completedThe claim was denied per the Agreement under the Terms & Conditions D-“No claim forms are used, but we must give prior authorization of repairs or replacement before any work is performed.” We are understanding of *** ***’s circumstanceA supervisor has been assigned to this caseHe has called *** *** and received a voice mailHe left a voice message with a settlement offer along with his direct contact information
HBRWC apologizes to *** *** for the experience she has had concerning the 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 centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer 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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) that went into effect June 29, and applicable air
conditioning claimThank you for the opportunity to review and respond
Our records indicate on July 19, 2016, *** *** reported online his air conditioner would not turn onIndependent service contractor, *** *** * *** was dispatched to the home and reported “the thermostat is shorted out and is bypassed, the defrost board is shortedThe system holds lbsof Freon and only only lbremainingThe condensing fan blade is out of balanceFound a large leak in the fins of the evap coil and a large leak in the fins condensing coilThe system is in poor shape.” In the technician’s professional opinion, the air conditioner was not in good working order at the inception of the Agreement
The claim was reviewedThe Agreement went into effect June 29, and the claim set up on July 19, Due to all the multiple unrelated failures, including the bypassed thermostat due to it being shorted and the large leaks in the coils, it was determined the air conditioner was not in good working order at the beginning of the AgreementThe leaks alone take a long time to develop and become large*** *** was notified that the multiple failures predated the Agreement and the air conditioner was not eligible for coverage pursuant to the Terms & Conditions of the Agreement, “We provide service for covered systems and/or appliances: 3.” are in place and in good and safe working order at the beginning of the Service AgreementCoverage 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 covered item passes a visual inspection if the item 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;”
*** *** requested to send in his home inspection for possible reconsiderationThe home inspection was reviewed
The inspection report dated May 14, 2016, states:
inspection "is limited to readily visible and accessible elements as listed hereinElements concealed from view or not functional for any reason cannot be inspected"The unit ran at the time of the inspection, but is at the end of it's designed service life, recommend anticipating replacement needs.The base for the unit has settled, recommend repair to prevent further deteriorationItem 1(Picture)A new base was added under the unit, but it is not level and the fan is noisyRecommend repair by a qualified HVAC contractor to prevent further deterioration.The older the unit the greater the probability of system deficiencies or failureInadequatecooling or other system problems may not be due simply to an inadequate refrigerant charge, as more significant concerns may exist.”
The home inspector is not a licensed HVAC contractorThere were no mechanical tests or visual inspections such as temperature readings, done to the system to show that the system was in good working orderThe home inspection was not enough information to overturn the denial
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: per the check, the payment is only valid should I chose to cash the check As you know from your records, the check was not cashed and not settled. Per my original rebuttal, 2-sent the contractor to me, I did not request them 2-accepted the recommendation of the contractor and 2-refused to acknowledge another party's recommendation that my system was dangerous If it is 2-10's recommendation that I seek Legal counsel, then I suggest you say that I would not be in the situation I am in if 2-had sent a company that had actually inspected the furnace, which is the responsibility of 2-once I submitted a caseThe Contractor that 2-sent out was working for 2-10, again I did not request them And per the phone converstion with the CSR, 2-accepted responsibility of sending a "negligent" Contractor, showing they knowingly knew the assessment could be inaccurate. If 2-isn't willing to acknowledge fault, as their CSR so kindly did via a recorded phone conversation, I am more than happy to escalate this as needed.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We had our zone controller board replaced at our costToday it burnt out againEverything was fixed by *** *** Heating & Cooling on the 14th*** *** came out to trouble shoot what might have caused it and to replace our board again as wellInitially it was thought that the Thermostat had shorted out the systemAfter installing the new zone control circuit he was hooking the orange wire to the zone controller board and as soon as he was connecting it he heard the board started to crackleHe immedaitely disconnected itAt this point there was no thermostat hooked up to itHe then tested the orange wire110v was running through itThis wire comes directly from the outside unitHe went out to inspect the outside unit when he opened the wire covering the circuit board for the Lennox unit outside was fried which is why there was not AC working it could no longer siwithc to cold airAll three floor were blowing hot airBefore the system went outWires where shorting at in the circuit board and sending feedback to the HVAC on the 3rd FloorThis is what fried the system initially so it was never the circuit boardThis was not caught by any other company It was also what we initially first put the claim in as it being the outside unit.When we initially put the claim in it was for the outside unitWe were assigned *** ***When we called them they made a diagnosis over the phoneWe had mentioned the outside unit making a very loud crack whenever it was turned onWe were told that “it didn’t sound like and HVAC problem it sounds like you need an electrician” We were also told it would take days for someone to even come look at itSo no one came and looked at it but diagnosed it over the phoneWe called 2-back to request and electrical and this is where the whole process started*** who said it was working, Electrician who never actually tested anything just told us it was HVAC. I am currently waiting on the report from *** ***This is still irritating the we made the initial complaint about the outside unit and everything else just happened to be subsequentThe HVAC has been properly wired per the invoice date below I had put in a request for cancellation Im not sure when thats effective but since this is the same issue could there still be something done about it since it was our initial complaint
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/05) */
The Office of the *** at *** *** *** *** *** *** are in receipt of the inquiry submitted case XXXXXXXX by *** ***We have located *** ***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We do apologize for any inconvenience or frustration that *** *** may have experienced during the claim handling process*** is currently in contact with the independent service contractor to request that they verify repairs have been completed or schedule for repairs immediatelyWe will continue to follow up on this until the repairs are completed*** agrees to reimburse *** *** his $service fee due to this delayHowever, we would also note that per B-of the Agreement: "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."
*** regrets that we are not able to offer any remuneration for *** ***'s water billSection B-of the Agreement does state, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We apologize that we are not able to be of further assistance in this regard
Again we apologize for any inconvenience*** appreciated *** *** bringing this to our attention as we do take these matters very seriouslyWe will continue to contact the service contractor and request verification that repairs have been completed, and updated *** *** as more information becomes available
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: 1) I do NOT have a dog, nor have I ever owned a dogMy fence was installed in 2009.(Maybe some year old dog urine from a stray?)2) The unit was 'serviced ' in the summer of 2016, June 2017, by July 2017; I did request a replacement -vs- a ***There is NO documentation from *** *** concerning dog urine, his company came to my home times.3)This unit has a Manufacturer's Warranty of years, it has far exceeded its' life expectancy by yearsMy claim was denied because of 'Use & Abuse'4) The 2-Customer service representatives clearly state, "if the contractor recommends replacementWe will replace." When the contractors come to the house , ALL have clearly stated; We are Not allowed to replace, only repair" Your answer supports the contradiction.5)Can you please have your diagnostic expert submit PROOF, even a sample of a chemical determination concerning his conclusion? 6)After years..?If the unit can be repaired, I'll accept thatAs a professional courtesy between us.7)I would like to receive a copyyour Policy concerning your professional integrity on repairs after Manufacturer Warranty expires
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 August 10, 2016, *** *** reported there is an electrical wiring issueIndependent contractor, *** *** was sent a dispatchOn August 29, 2016, Mr*** called in to cancel*** *** never came out to diagnose so he had the work done outside of the warrantyA supervisor called Mr*** and he has decided not to cancel his Agreement but wanted to express his concern about the hold time he experienced
HBRWC apologizes to Mr*** for the experience he has had concerning the customer service department and hold timeWhen there is a heat wave throughout the United States, this can create higher than call volume in the call centerWe have increased our staff due to the ongoing heat waveWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers
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
A representative in the dispatch department located a contractorLeft a voice message with *** *** with the contractor informationA representative of this department called and spoke to *** ***She confirmed that the contractor has installed the microwaveAs a gesture of goodwill, the representative refunded her service feeIt 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 rebuttal submitted by *** ***. Thank you for the opportunity to review further
We would refer *** *** to her previous desired settlementThere was no mention of a request for reimbursement for hotel and meal costThe $offered to *** *** was strictly a gesture of goodwillThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We regret we will not be offering any further compensation to *** *** as we are not liable for such expenses
HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have spoken with *** at 2-Home Buyers and she informed me to resubmit the invoiceMy question to their response is, if they knew it was a plumbing issue that they were not going to cover why did 2-Home Buyers contact Magnolia Roofing in the first place? Why didn't they tell the homeowner that the repair would not be covered and close the fileI will resubmit the invoice and wait to see if they make good on their word to pay.
Sincerely,
*** ***