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
We would refer *** *** to our previous response in which we indicated that we are not responsible for the consequential water damageAs stated in her Agreement, Section B-which states, “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 for homeowners and does not replace responsibility of homeownershipShe may want to check with her home insurance companyI would like to point out that the first refrigerator claim that was placed was on February 11, Independent contractor *** reported they completed the repair on February 22, We did not hear back from *** *** until June 24, when she submitted another refrigerator claimHBRWC would have no way of knowing the problem was not fixed between these times
The supervisor who has been handling this case has attempted to contact the independent contractor * * * *** numerous times to see if the repairs are completeHe was not able to get throughHe contacted *** *** to see if the repairs have been made and the refrigerator still has not been repairedThe supervisor has offered *** *** a choice of comparable refrigerators of her choosing or a replacement buyoutShe will advise the supervisor of her decision
We do acknowledge that * * * *** delayed this claim by not completing the repairsThey have been sent to our contractor relations department for investigationHBRWC would like to apologize for this delay. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by 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

Complaint: ***
I am rejecting this response because: #you did not answer my complaint and in fact you are trying to confuse me and Revdex.com by your written response#Since I admitted having warranty providers, your's and my own as BACK UP PLAN B(PAID OUT OF MY OWN POCKET) The reason I DID THIS was because of YOUR COMPANY REVIEWS, PREVIOUS SELLERS and YOUR previous and present clientsYOU ARE ALL BAD PEOPLE WHO NEED A REALITY CHECK IN COURT OR JAIL! I request confiscation of your files so I can prove public threat and also I request a litigation/mediation I am tired of the back and forth I will include your reviews online, this response and the agreement given to me at time of my home purchase My contract with You is valid for year and can't be voided or refunded, only replacements of appliances Either replacement all my appliances as you are required to under the agreement or let's go to litigation/mediationYou are caught in fraud already!
Very Truly Yours,
*** ***

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,
*** ***

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

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by *** ***. Thank you for the opportunity to review further
Our notes indicate there was a dispute with the contractor between using an *** *** or replacing the evaporator coilThe contractor recommended replacing the evaporator coilThe contractor was authorized to supply the coil as not to delay the claim any furtherThe out of pocket costs, refrigerant recovery and disposal are items that are not covered under the AgreementWe regret we will not pickup these costs as we are not liable for such expenses
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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 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,
*** ***

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 (“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.”
***
*** ** *** ***
*** *** *** *** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on July 1, 2016, *** *** reported online his air conditioner was not blowing cold airThe first contractor that was dispatched was non responsive to the callOn July 6,
Independent service contractor, AccuTech Home Service was dispatched to the home and reported*** *** should have received an email on the new dispatch information but after discussion with a representative, he had not been notified of the new contractorThere was a delay with AccuTech reporting the diagnostic’s due to the technician was out on medical leave and in the hospitalAccuTech had to send another technicianThe technician reported the compressor had failedThe contractor was authorized to replace the compressor and the compressor was orderedDue to the circumstances that caused this delayWe reimbursed *** *** his out of pocket costs and well as reimbursement of his service fee
HBRWC apologizes to *** *** for the experience he has had concerning the unforeseen delay to the repair of his air conditionerAlso when there is a heat wave in an area, The 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 customersHis concerns enables us to make corrections and continue to improve our service
Sincerely,
Office of the PresidentHome 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,
*** ***

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 (“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

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 rebuttal submitted by *** ***Thank you for the opportunity to review further On July 12, the supplier, Goodman National that there were no condensing units locally and they need to transfer the unit from New JerseyThey gave us an eta of 3-daysThe contractor and *** *** were not notified of the additional 3-day delayA representative spoke to *** *** and offered her service fee reimbursed and she acceptedA call was placed to the contractor On July 19, The contractor stated he has a scheduled appointment to install the new condensing unit on Thursday 21, with *** ***A verification email was sent to *** *** relaying what the contractor had told us concerning the appointment We again apologize to *** *** for the negative experience she has had concerning the unprofessional behavior with the customer service departmentHer feedback allows our company to serve our customers betterWe are having her concerns reviewed and addressed internally so we may make corrections and continue to improve our serviceI would like to point out that for security reasons, the representatives are instructed not to give out there last namesFor identification purposes, the representatives do have an ID number that they can give out 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
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,
*** ** *** ***
*** *** *** *** ***

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
*** ***