2-10 Home Buyers Warranty

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 on July 3, 2107, *** *** reported her microwave was not heatingThe independent contractor, *** *** was dispatched to the property and reported the magnetron, diode and capacitor need to be replacedAfter the parts research was done, it was found it would be more cost effective to replace than to repairA comparable replacement offer or cash buyout was emailed to *** ***On July 17, 2017, *** *** accepted the replacement
The unit was ordered and delivered but HBRWC was not able to locate a contractor to install the microwaveWe do regret that on occasion, HBRWC will not have an approved network contractor for installationWe 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."
In *** ***’s desired settlement, she is seeking compensation for her time on the phone and her inconvenience to drive to multiple locations to find an installer herselfIf she would please refer to B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for
bodily/personal injury or property damage.” This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only, and is not intended to provide for financial restitutionWe regret we are unable to compensate any amount for her time and inconvenience on locating an installer
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process. 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:
Sincerely,
*** *** This is not true and we are contacting *** todayAll of our out of pocket expenses have been paiddoes not allow the buyers to hire or fire contractors and the contractors should be held accountableIf they want to do business with these lousy contractors they need to accept the responsibilities of their failuresOnce we have contracted ***, we will followup on this Revdex.com complaint todayWE are still without AIR and HEAT

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) 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 on July 23, 2017, Mrs*** reported her air conditioner is not blowing cold airThe independent contractor, *** *** reported on the first visit they topped off the refrigerantDepending on how low the refrigerant is, it is up to the contractor, if they feel if an air conditioner needs a leak test, they will do oneA certain amount of refrigerant can leak overtime without having a known leakIf a system is considerably low on refrigerant we would expect the contractor to do a leak test*** *** second visit, they did a leak test and found the evaporator coil was leaking
On August 24, 2017, the contractor was authorized to replace the coil, a *** coil was ordered with an ETA of 8/25/for *** *** to pick the coil up locallyOn September 5, 2017, *** was contacted and reported they do not have the order on record*** has recently notified HBWRC that they are having a nationwide issue with *** equipmentThe company/vendor who handled their customer service needs was recently bought out and as a result, many of their purchase orders have been droppedThe representative contacted *** *** and authorized them to supply the coilA representative working with Mrs*** has reimbursed for temporary cooling and has confirmed that the work is complete
There are some things that our out of our controlWe had no control over the delay in the order of the coil once it was placed through ***This is explained 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 due to obtaining parts, equipment, weather or labor difficulties.” Even though we are not responsible for delays in parts orders, the representative did everything possible to expedite the service
HBRWC would like to apologize for the inconvenience Mrs*** may have experiencedWe value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 September 2, 2016, *** *** reported the freezer seems fine but the refrigerator is not cooling when the digital display is turned downThe independent contractor, *** *** and reported the control board, inverter board and power cord shortedThe parts were orderedOn September 16, 2016, Mr*** called and stated the tech replaced the parts and the refrigerator is still not working correctlyA call was placed to the contractor as well as a recall work order for them to revisit the homeThere were numerous attempts to reach the contractorOn October 4, 2016, the contractor called in and believes that the refrigerator is defective or the wrong parts were orderedThe new parts that he recently replaced have burnt outThe appliance department found there are directed series of control boards for this unitThis is the reason the series # had to be verifiedThis is not the serial number but the numbers behind the model #The ***’s were misinformed by the representative who requested the serial #A manager is involved due to the delay this has causedA buyout proposition has been offered to the ***’sWe are still waiting for their response
HBRWC would like to apologize for any inconvenience *** *** has experienced due to the delay. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:The claims that that pro air said that there were multiple leaks and they are afraid the unit will fall apart are falseWhen I talked to them they said there was one leak and the patch did not work Said nothing about unit falling apart or more than one leakThe unit kept the house cold from time of inspection until it stopped workingThus meaning it was not pre existingThe technician also stated at the first visit, that the patches normally don't work and they would probably be back
Sincerely,
*** ***

Our records indicate on February, 10, 2017, *** *** reported her refrigerator is not cooling and not freezingThe independent contractor, *** *** reports “the refrigerator sealed system has a refrigerant leak and void of FreonThe evaporator coil is corrodedIf repairs were
done, the refrigerator would not remain operableThe refrigerator should be condemned due to its condition.”
It takes a while for a refrigerator sealed system to lose all if its refrigerant and to be in the condition the contractor reportedThe Agreement was days old when the failure was called inBased on the contractors report, it was determined the refrigerant leak and condition pre-dated the Agreements effective date and the claim was denied based on the Terms & Conditions; “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;”
A representative of this department contacted *** *** and requested she get a second opinion at our costHer contractor reported “the refrigerator had a complete system burn outSludge in tubing and cabinet hot gas loop, not repairable.” A burnout can occur within a short period*** *** was asked to send in her home inspectionThe home inspections reports the refrigerator was operationalThe denial was overturned and *** *** was offered the maximum buyout of $2,She found this satisfactory and accepted the buyout
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 (“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 27, 2016, *** *** reported his Air conditioner is not blowing cold airIndependent service contractor, Omega Heating was dispatched to the home and found both indoor and outdoor coils leakingOmega could not identify the model or serial # on the condensing unitThis is needed to determine the tonnage size of the condensing unitAnother independent contractor, Solutions was sent to the property, they found the same failures as the first contractor and found the model and serial number which gave HBRWC the tonnage of the air conditionerIt was decided to replace the entire air conditioner at this timeThere was an incorrect phone number for *** *** where the contractor could not make contactWe were responding by email*** *** did give us his correct phone number and his account was updatedThere were some out of pocket costs that *** *** has agreed to pay the contractorThe contractor was updated and the equipment was orderedA representative of this department contacted *** *** with status; the equipment has been ordered and it is now between the contractor and him to schedule for the install of the new air conditioner HBRWC apologizes to *** *** for the experience he has had concerning the communication and his hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) 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
There are instances where an independent contractor will be non-responsive, will delay getting back to us or will drop a claimHowever, we will do everything possible to keep the claim moving forwardSince the independent contractor was non responsive, *** *** was offered a new microwaveIn additionThe manufactures we contract with on appliances; ***, **, etcexplains the usual turnaround time for delivery is days; if the appliance is readily available and not on backorderThe homeowner is advised it takes approximately days for deliveryOnce 2-HBW orders an appliance, it is out of our hands and up to the manufacturer’s supplier to deliver the applianceWe are not able to expedite appliance ordersThere are times, if it is found the order is on backorder, the customer does have the option of taking the cash buyout and the order would be cancelledIndependent contractor’s actions are out of our control and appliance order delays are out of our control as explained in the Agreement under 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 difficulties.” We do apologize for the independent contractor that was assisting with *** ***’s serviceHe has been sent to our contractor relations department to address this matter
Our records indicate on October 5, 2017, the microwave was ordered** notified 2-HBW the ETA was 10/16/An email is then automatically generated to go to *** *** advising of the ETAOn October 18, 2017, *** *** called in requesting status as the microwave has not been replacedA representative contracted the supplierThe supplier had an incorrect phone number for *** ***This was corrected and the supplier advised *** *** is on track for delivery of the Microwave on October 20,
In regards to MrsAdam’s request to cancel her Agreement, we apologize her experience has led her to this decisionIf *** ***’s is still considering cancelling her Agreement with 2-HBW, she may send a written request to ***The Agreement would be cancelled as stated in section I-of her Agreement, which states: “If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement less any repair costs incurred by us will be refunded to the party purchasing the Agreement.”
***
*** ** *** ***
*** *** *** *** ***

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, if 2-HBW complies with the verbal commitment of reimbursement made by the company representative, Mr ***. I regret that I had to resort to the Revdex.com to get the company's attention, but am thankful this avenue was available 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 Ms***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
A representative paced a call to Ms*** and Mr*** (who is also listed on the Agreement) answered the phoneHe gave complete details of what has occurred during this claim as he was there every time the contractor showedHe states the dishwasher was never completely fixedHe believes the contractor only replaced the control board onceThe contractor was authorized to be replace the control board twice, under the assumption that the control board could have been defective the first timeThe last time the contractor was out, the technician reported the latch assembly had then failed and reporting this was a different failureThe latch assembly is not eligible for coverageHBRWC was not aware that the dishwasher was never actually repairedThere was a comparable replacement or replacement buyout offered to Mr***Mr*** accepted the replacement buyout and found this satisfactoryThe contractor was sent to our contractor relations department to investigate and address
HBWRC apologizes for the length of this claim and any customer service issues Ms*** has experiencedWe 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”) and applicable air conditioning claimThank you
for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on May 11, 2016, *** *** reported her air conditioner would not turn onIndependent service contractor, Mission Heating & Cooling was dispatched to the home and reported the compressor on the window unit has locked upThe unit would be non-economical to repair and he recommended replacementHowever the window unit is embedded in a concrete wallAn identical window unit would need to be found to fit in the locationIt was also confirmed that the compressor was no longer available, therefore repairs were not an optionSince there were special dimensions to meet, we requested the contractor to provide us a model number that we could match up with our suppliersThe contractor and HBRWC could not locate a window unit that were the exact dimensionsOn May 25, 2016, *** *** was interested in a buyout while we were still attempting to locate a window unitA representative offered *** *** $to go toward temporary coolingA comparable unit was located but still not an exact matchThere was a buyout based off of this unitThe buyout was offered to *** *** and she accepted the buyout 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 future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:Because another contractor came out and found out an issueIt was due to fan motor not pushing enough of amp it should beAfter couple tweaks from the "Actual AC engineer," our AC unit's been working like a brand new unit.Unlike 2-Homebuyer's warranty's contractors who just checks freon and cleaning state, actual AC engineers were able to check in-dept details on how AC unit actually runs and pinpoint the issue.So overall, I would not recommend this service to others
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”) that went into effect June 17, and applicable claimThank you for the
opportunity to review and respond
Our records indicate on July 5, 2017, *** *** reported his upstairs air conditioner and downstairs air conditioner were not blowing cold airThe independent HVAC contractor, * * * *** * *** was dispatch just days after the effective date of the Agreement found both systems 75% low on refrigerantThe technician detected leaks on both evaporator coils and both condenser coilsBoth coils frozen and drain pans are full of waterThe technician also noted sheetrock damage on two floors in the homeIn B & L’s professional opinion, the failures pre-dated the warranty effective date
The claim was reviewed due to the unrelated leaks, both drain pans full of water and prior evidence of sheetrock damageIt was determined all this could not have occurred within the time the Agreement has been in effectThere was enough evidence to determine the systems were not in good working order at the beginning of the Service Agreement and the claims were denied per the Agreement under the Terms & Conditions; “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 periodIf *** *** can show us he had a licensed HVAC technician inspect the HVAC systems just prior to the Agreements effective date and found them to be in good and safe working order, then we would reconsider coverage.
We do apologize that we could not be of further assistance in this regardHBRWC 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 inquiry submitted under case by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) which was in effect from August 24, through August 23,
and applicable claimThank you for the opportunity to review and respond
Our records indicate, the independent contractor, *** *** reported the installation of the heat pump package unit on January 22, As MsM*** has pointed out, her Agreement had expired on August 23, and the agreement was not renewedThere is no coverage under the AgreementWe are understanding of MsM***’s situation but this is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and does not provide for financial restitutionThis is the reason we make sure all of the independent contractors we contract with on pricing are licensed and insured
All of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCThis being said, *** *** insurance information from January 10, thru January 10, (when the unit was installed) has been emailed to MsM*** so she can make claim toward *** *** insurance company
We do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:I do not understand why 2-refuses to take responsibility for what THEIR supplier did, leaving me hanging to get my AC fixed during a massive heat waveAnd secondly, while maybe it wasn't their company who left the part on will-call, they DID neglect to call me and let me know what was going onThe part had been sitting there for a week and I didn't learn about this until I was on a hour phone call with them trying to find out what was going onI have zero doubts that the part would still be sitting there today had I not intervened.Ultimately this is their responsibility, and I believe they owe me for it
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like to close this complaintWe have worked out a solution with the business
Sincerely,
*** ***

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 on November 29, 2017, Mrs*** reported the heat pump is not heating and the auxiliary heat strips are barely workingThe independent contractor, *** *** *** *** was dispatched to the property On December 6, *** reported the plug and compressor failed*** was approved to do the workThe compressor was ordered to be picked up locally by *** at the supplier, *** *** ***On December 13, *** reported on line the confirmation the parts order number and advised the customer requests to have the work done until December On December 18, *** called and advised they went to the supplier to pick up the compressor but the supplier did not have the order in their systemIt was found that the order was for *** in Sacramento and it was to be shipped to the local ***The Sacramento branch did not ship it locallyThis was straightened out and compressor was to be transferred to the local branchA representative in the escalations department called and spoke to Mr*** to provide an updateDue to the delay, the representative offered Mr*** the $as a buyout in lieu of repairsMr*** accepted the offer, the buyout was processedIt should be pointed out that with the extremely high volume of HVAC equipment 2-HBW purchases from certain manufactures, our costs of the equipment is much lower than retail cost2-HBW cost for the *** compressor is $An independent contractor usually cannot get a compressor at our costHowever, his retail quote of $for just the compressor is very high
On December 19, Mrs*** requesting to cancel the buyout as she did a price check on heat pumps*** called stating we ordered the wrong compressor, parts research contacted *** and the compressor we ordered was the correct compressorThe part number was different by one digit due to it superseded the old part numberThis was explained to *** but they still insisted on the exact compressor with the old numberThey were not able to give parts research a reason why the compressor that we ordered would not workAs not to delay the claim any further, the compressor *** wanted stated the compressor is available locally at our supplier and would be ready for pickup on December The compressor was ordered and *** reported online that the work was completed on December 21, A representative has called the *** residence on December and and left a voice mail both times to confirm the work has been completed
We do empathize how frustrating it can be with limited heat but there are some things that are out of our control
We had no control over the delay in the order of the compressor once it was placed through *** and we have limited control over a contractors decision not to use a part that they simply decide they will not useThis is explained in the Agreement in the Terms & Conditions B-“We are not liable for failure to provide timely service due delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.”
We apologize to Mrs*** that she did not receive the quality service that he expected as 2-HBW is committed to providing superior home warranty protection and customer service
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:- This contract is written in a way that allow Home Buyers Warranty to accept to reject claims arbitrarily.- Despite their insistence, "Trade" is not a common term.I do not expect that they will resolve the claim and will leave this as unresolved, as repairs have been completed.
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) 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, September 24, 2017, *** *** reported “online” the water heater is leaking from the bottomLater that evening, *** *** called in and requested emergency service due to the water heater is leakingThe claim was changed to emergency statusThe contractor that was dispatched was being non responsive to the emergencyThere were no other contractors that could service an emergency in a timely manner*** *** requested to use her own contractor due the urgency of the leaking tankThe guidelines for using a contractor out of our network were emailed to her
On September 25, 2017, *** ***’s contractor called in and reported the water heater had rupturedOn September 27, 2017, *** *** called in wanting to know how to be reimbursedOn September 28, 2017, the contractor relations department as a result of not having an immediate contractor in the area to service the emergency decided to reimburse *** *** the full amount of the replacementWe did receive the estimate from *** *** but we have not received the paid invoiceThis must be received prior to processing the checkWe request *** *** email the paid invoice to *** and reference her work order *** and authorization code: ***
We do apologize for any frustration and inconvenience that *** *** has experienced during the claims handling process. We value her business and we look forward to serving her future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***