2-10 Home Buyers Warranty

Complaint: [redacted] I am rejecting this response because: This all started May 26th, 2016...today is August 3rd, and the unit is still not repaired The incorrect phone number they had on my account I noticed the first time they emailed me and I promptly called in to correct it (I've never had that number and don't know who it belongs to - not even same area code) Their lack of a sense of urgency - which basically is a lack of contacting me or responding to me or following up on their courses of actions prompted this entire scenario I have never registered such a complaint in my life (years) and hardly even complain at a restaurant if food is bad, so this is not what I live for I do believe however that the fact I've had to call everyone multiple times to push this forward and to still be here without that AC for June / July in Georgia is absolutely unacceptable service Even their in-house customer service personnel told me from start to finish this should have been a 2-week situation It has been nearly 1/months and still not resolved I not only paid to be their customer last year, I renewed my subscription this year as well, paid their required costs associated with everything which makes me a paying customer and not a panhandler and yet I still have to pursue them to get anything done It wasn't until Monday when I called from phones (at the same time), spoke to three operators, was on the three calls a grand total of hour minutes that I finally got a response I kept being told that the service company had already been authorized to perform work - when I called Omega Heating & Air (authorized service partner of 2-Home Warranty) they told me they had not received any authorization I offered to call Omega Heating and Air while I was on the phone with 2-so they could get this resolved so we could move forward...that offer was rejected twice I finally was able to secure an authorization code number ( [redacted] ) which was the 2-authorization code to Omega Once I got this I called Omega and supplied that code and to my surprise - they were able to accept and promise a repair date (8/3/16)...no one has knocked on my door yet.All the while, I have stayed home for days waiting on service technicians/appts., I have had no AC for the hot part of the Spring and entire summer in this part of the house and we welcomed home our newborn son on 6/15/16...to an degree home...I have worked for service companies myself, distribution companies, manufacturing companies and in all three we have customers; when we show a customer an attitude of indifference and then offer lame excuses of "summer weather creates higher demand and slower turnaround times" then the company simply shows their ignorance to their seasonal issues and a lack of properly staffing and planning to handle the heavy workloads I fail to see how that excuse satisfies this entire situation or even remotely comes close to addressing the issue Again, I am a paying (paid) customer and this is how difficult this has been I have detailed notes of every phone call I've made, who I've spoken with, how long the calls have taken, what was said/promised, for both incoming and outgoing calls, as well as all emails to and from me to illustrate the absolute absurdity of this situation Feel free to contact me anytime to explain / apologize but please don't handle me like an it and justify this situation as not standard protocol, etc I've read way too many comments on the Revdex.com site that show this cycle of behavior to be more the norm year round and not the exception Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on April 28, 2016, Ms [redacted] reported the ac is leaking in the atticThe independent contractor, [redacted] was dispatched to the property and reported the condensation water was overflowing into the auxiliary drain pan and out and down the ceilingThe technician cleared the drain lineUpon further inspection, the technician discovered the auxiliary drain line was connected into the main drain pan and the main drain line was connected into the auxiliary drain panThus the main drain was draining into the auxiliary and vice a versaThe main drain line is supposed to be draining into the main drain panImproper is not eligible for coverage under the warrantyMs [redacted] paid the technician to correct the improper outside of the warranty coverageWhen [redacted] was correcting the improper install, the technician found the evaporator coil had refrigerant leaks [redacted] was authorized to replace the evaporator coil and a dual cap on the condensing unitOn December 8, 2016, an invoice dated 10/16/was received showing Ms [redacted] had her air conditioner and furnace replaced There are guidelines on the procedure for using an Out-of-Network contractor and these guidelines were not followedThe air conditioner & furnace were replaced outside of the Agreement and without our knowledge or approvalWe regret we will not be able to offer reimbursement for the replacement of the air conditioner and furnaceIt clearly states that any repairs completed without 2-HBW’s prior notification will not be paidThis is specified on Page 3, under “Who pays what? “2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService 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 contractor.” We do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms & 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 [redacted] by Miss ***We have located Miss ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 8, 2016, Miss [redacted] reported online a pipe leakThe independent contractor, [redacted] was sent a dispatched but declined the dispatch due to the distanceOn November 9, 2016, Miss [redacted] called back, the representative called the [redacted] (which are the same company and this is being corrected)This time however, they advised due to the emergency, they could service the customer that eveningThis information was provided to Miss ***That evening Miss [redacted] called back wanting a different contractorIt is not clear why she did not want [redacted] to service or if the contractor changed their mindThere were no other contractors that could service an emergencyThe Representative offered Miss [redacted] to contact her own contractor and the out of network guidelines were explained to herMiss ***’s requested to speak to a supervisorThere were no supervisors available at this timeThe representative sent an email to floor support in claims managementOn November 15, 2016, a claims management specialist called Miss [redacted] and a voice mail was receivedThere was a message left asking if she was able to locate a contractorA request to give us a call back and the phone number for claims management was leftThere was no response from Miss ***After this notice was received, on February 1, 2017, a representative of this department called Miss [redacted] and a voice mail was received, another message was leftThe representative emailed Miss [redacted] so she can respond with an attachment of her contractor’s diagnostics report for review and eligibilityHBRWC has not yet received the report We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade in a timely mannerWe 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 an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." HBRWC would like to apologize for any inconvenience Miss [redacted] may have experienced We value her business and look forward to hearing from her soon 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 by [redacted] We have located Ms [redacted] ’s Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respond We apologize for any frustration or inconvenience that Ms [redacted] may be experiencing during the claims handling process While HBRWC makes every attempt to provide contractors within our network of preferred service vendors, we regret that this is not always possible It is for this reason that Section A-of Ms [redacted] ’s Agreement states, “If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured.” As such, the Agreement does advise that HBRWC may request a customer find their own contractor if one is not available HBRWC makes every attempt to make this process simple for customer and independent contractor alike While we do require the contractor contact us to confirm the failure and his costs before making repairs, we have multiple options for payment and an average wait time of less than two minutes HBRWC would again like to apologize for any inconvenience We appreciate Ms [redacted] bringing her concerns to our attention HBRWC has alerted our Contractor Relations team of the need to locate a contractor who can service faucets in her zip code, and we will actively attempt to rectify this so we can provide a service contractor for future claimsSincerely, [redacted] 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 [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective April 18, and applicable heat pump claim that was placed April 26, Thank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on April 26, 2016, [redacted] reported is heat pump will not come on and it is blinking an error codeIndependent service contractor, Carolina Healthy Homes Heating & Cooling (“Carolina”) was dispatched to the home to evaluate the heat pumpCarolina reported the system was void of FreonThere was a significant leak in the upstairs evaporator coilHe stated it blew out probably from a weak point and the leak detector went off as soon as he got upstairsUnder most circumstances, Freon leaks start out small and grow larger over timeFor a system to be void of Freon, is an excellent indicator the leak(s) has been present much longer than the warranty effective dateThe Agreement was days old at the time the claim was placedMr [redacted] was explained the claim was not eligible per the Terms & Conditions of the Agreement “are in place and in good and safe working order at the beginning of the service period.” There were two occasions where HBRWC requested the home inspection from Mr [redacted] for reviewThe home inspections would show us the heat pump was tested and in good working order at the beginning of the service periodMr [redacted] had declined to forward the inspectionA representative of this department called Carolina and spoke in depth with the technicianIn the technician’s professional opinion, he rarely sees instances where there is a blowout like this, but it can happenThis could be one of those timesThe blow out of the evaporator coil could have occurred within the timeframe of the AgreementA representative of our department has called Mr [redacted] on April 29, and May, 2, to discuss this matter in more detailA voice mail was received both times and a message left which also provided a direct contactAn email was also sent to Mr [redacted] with a settlement proposal; one which includes the home inspection and one without the home inspectionWe are presently waiting for his responseWe again apologize for any frustration or inconvenience he has experiencedWe strive to provide fast, reliable and a positive experience to all our customersWe value his business and look forward to hearing from him soonSincerely 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 [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 14, Mr [redacted] reported his unit is icing upIndependent contractor [redacted] was dispatched to the home and reported there is no problems with the systemThe issue is related to the ductwork and the lack of air flowThe ductwork is undersizedThere is a 14”, 12”, 8” return and it needs to be 16”, 14”, 12”If Mr [redacted] would please refer to his Agreement under the Terms & Conditions of the Warranty; B-“We do not perform repairs related to adequacy or capacity ” This means since the ductwork is too small, it is not our responsibility to enlarge itIn addition, there is no failure to the ductwork“we provide service for covered systems and/or appliances that: Do not operate correctly due to wear and tear;” 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 Mr [redacted] for bringing this to our attention as we do take these matters seriously Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because I disagree with 2-10's assertion that the repairs to the refrigerator stemmed from pre-existing conditionsOur contact at Towson Appliance indicated when we made the appointment for repairs that the refrigerator's failure was due to failures that could not have been detected prior to their occurrenceThey further stated that the technician told 2-after the initial assessment that the damage was not from a pre-existing condition, only to have that assessment ignoredThey also referred to their general experience that the company has produced rulings like this before in an effort to evade having to pay out any claims in the first month of a warranty.Additionally, we dispute the account of an unanswered voicemail on our phonesI waited five days for a return call, and after not receiving one, was forced to call 2-myselfThey admitted that their records indicated that a call was due to have been made, but that none was actually made Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr*** Thank you for the opportunity to review further In Mr [redacted] previous complaintHe made no mention of canceling his AgreementWe would refer Mr [redacted] to the Agreement under the Terms & Conditions, which states in section F “ If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges”Our notes indicate the last washer claim was resolved in April and there was no further contact from Mr [redacted] until the new washer claim in July 29, This would be past the day recall period and the July 29, claim is a new claim 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 Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claim handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe acknowledge that there were delays in his claim that could have been preventable, specifically regarding the equipment order as HBRWC did advise the contractor on August 21st that the equipment was ready for pickup and the delay due to the missed appointment on the 9th of SeptemberWe will have this evaluated & addressed internally so we may prevent such unnecessary situations in the future Our records indicate that the air conditioning system was repaired on September 17, and was confirmed as operationalWe do agree to reimburse Mr [redacted] 's service fee per his requestHe may expect to receive a check for the $fee within the next 7-business days In his complaint, Mr [redacted] also requests reimbursement for three fans which were purchasedIn order to review this further, we request he submit receipts to our company by emailing them to [redacted] @2-10.com for via fax to [redacted] We would note that E-does state that we are not liable for, "incidental, indirect, special, punitive, or consequential damages," and that we cannot guarantee we will reimburse part or all of the costs he incurredNonetheless, HBRWC would like to review and see if we can be of further assistance with that expense We would like to thank Mr [redacted] for bringing his concerns to our attentionWe again apologize for the delay that he experiencedWe await a copy of his fan receipts for review and look forward to serving his future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Our records indicate on April 22, 2016, [redacted] reported the air conditioner is not blowing cold airIndependent service contractor, [redacted] was dispatched to the home to evaluate the air conditioner [redacted] and [redacted] were not able to get a hold of [redacted] We only received a voice mailWe offered [redacted] to contact her own out of network contactor if she did not want to wait any furtherShe was explained the out of network contractor processHer out of network contractor called in and it was found his costs were somewhat higher than our in network contractorWhen all said, [redacted] spoke to a supervisor and she agreed to a repair buyout as well as a concession to help compensate the cost her contractor is chargingWe apologize to [redacted] for the negative experience she has had concerning the delay of her air conditioning claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersAll of the contractors that are utilized by [redacted] are independently owned and operatedWe acknowledge the delay that occurred by the in-network contractor was preventable and we are having this matter internally investigated so we may make corrections and continue to improve our serviceWe would like to thank her for bringing her concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needsSincerely, 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 [redacted] , and find that this resolution is satisfactory to me To the Office of the President,Home Buyers Resale Warranty CorporationI like to first thank the Office of the President at Home Buyers Resale Warranty Corporation (HBRWC) for your promptness in responding to this claim I completely, understand the nature in which you are addressing your concerns that you are not liable for failure to provide timely service due to conditions beyond your control What should always be in our control is the professional service we provide our customers It was brought to my attention that the delay in parts was not the only reason behind the delay in service You mentioned in your reply that the panels were ordered today July 14, What I hear you saying is that now that you have ordered the panel, it’s out of your control as to when and if I get the panel With all respect, it should never be out of any business control that provides service to its customers until the actual product is provided and installedMy question is who is now responsible for delivering the panel and who do I contact if the panel is not delivered?In spite, of the setbacks and delays in service and etc., I truly appreciate the final outcome in which 2-Home Warranty redeemed itself by taking ownership of its mistakes and making things right I applause the management team on how they utilized their professional skill set to come up with a win-win solution to a complicated situation Once again, thank youSincerely, [redacted] *** Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This type of business can not be compared to health insurance. It can be closely compared to auto insurance instead, considering you have to factor in both product and service here vs health insurance just providing service generally. The quote our chosen contractor sent in included both product and service and he said he couldn't have even purchased the products to fix our air unit with the amount they were going to pay him. This is not right. For example, if you were an auto insurance company paying for both products and services for customers and the customer went to a trusted body repair shop of their choice, you can not just give them half of the quote resulting in the customer not being able to get their vehicle fixed and in our state, for example, it is actually illegal to deter a customer from using an out of network contractor because of this reason; people would be losing vehicles due to lack of insurance reimbursement. This is the same type of situation. Also, regarding the sentence, "2-10 home buyers warranty will only consider reimbursement of the costs that a Newtork HBW Service Contractor would have charged for the eligible repair or replacement", this is also inaccurate. The "network contractor" sent to us originally quoted us $500-$600 to do the repair and 2-10 would only give us $320 if we used our chosen contractor. So this statement in your own policy was not even followed considering you offered our contractor half of what your network contractor would have charged. My husband and I both talked to several people with your company and were both told different stories the whole time that all contradicted each other. None of the reviews on your company are good, insinuating we are not the only people who have felt scammed and taken advantage of. Companies like this should not be in business. Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted] . We have located Mr. [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and... respond. Our records indicate on November 11, 2016, Mr. [redacted] reported a GFI and Breaker panel as well as wiring issues. An electrician was dispatched and repaired the GFI in the kitchen. The electrician found power going to the gas oven but the oven would not ignite. The electrician said this is an appliance issue. A claim was set up for the gas oven and the contractor, [redacted] was dispatched and reported the igniter and bake element is tripping and main board had failed. The technician further reported the oven is less than one years old and under manufactures warranty. Per the Agreement under the Terms & Conditions B-12 “We do not repair items covered under the manufacturer’s warranty unless Supreme is purchased.” Mr. [redacted] did not purchase the Supreme protection. A call was placed to the manufacturer, [redacted] and they could not confirm this unit was registered and under manufactures warranty. Mr. [redacted] stated [redacted] caused property damage to his hard wood floor from the movement of the stove. Due to the allegations, this claim was sent to our contractor relations department. A contractor relations representative contacted Mr. [redacted] and it was agreed to send out a different contactor due to the property damage allegations and because the contractor couldn’t tell if the unit was under MFW. The representative explained to Mr. [redacted] that the property damage can work 2 ways. Mr. [redacted] can work with the contractor to fix the floor or we can provide the contractors insurance information to him and he can file a claim against their insurance company. Mr. [redacted] has the representative’s direct email to forward the pictures of the property damage. Mr. [redacted] chose to send in the pictures and go through the contractors insurance. Contractor relations released the insurance information to Mr. [redacted] . Per the Agreement under the Terms and Conditions B-6 which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” The alleged property damage is not eligible for coverage under the agreement. This is the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured. The independent contractor, [redacted] was dispatched and also reported the range is under Manufactures warranty. The technician states the breaker is tripping because the wiring harness does not have a good ground. He would need to replace the wiring harness. This information was sent to our appliance expert to confirm the manufacture warranty and the failures since both contractors had different diagnostics. It was found the range has a 1 year manufactures warranty but the owner must show proof of purchase. Since Mr. [redacted] is new to the home, he did not have this. [redacted] will not honor the warranty if there is no proof of purchase. Since both contractors had different diagnostics and it was confirmed Mr. [redacted] could not go through the manufacture without the proof of purchase. Mr. [redacted] was offered a comparable replacement or a replacement buyout. We are presently awaiting his decision. HBRWC would like to apologize for the inconvenience Mr. [redacted] may have experienced. We value his business and we look forward to hearing from him soon. 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 [redacted] 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 January 21, 2017, Mr [redacted] reported online the tankless water heater is making noise, vibrating when the hot water is turned on and low water pressureThe independent contractor [redacted] was dispatched and reported the tankless water heater was improperly installedAn isolation valve was never put on the water heater when it was installedThis is required to hold in the filtersNot having the isolation valve caused calcium buildupThe representative called Mr [redacted] and explained that improper installation is not eligible for coverage per the Agreement under the Terms & Conditions B-“Costs to repair inadequate capacity, manufacturer’s recall, improper design, improper previous repair, problems caused by alterations or modifications, correction of improper installations or correction of mismatched equipment will be at homeowner’s expense”Mr [redacted] told the representative that he will talk to the contractor about cleaning itIn addition B-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” And B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” The service fee is due regardless of the outcome of the claimWe are understanding of Mr***’s circumstancesWe agree with Mr [redacted] that the contractor should have given him a recommendation regardless of our decisionFor this, we have reimbursed his service feeWe ask Mr [redacted] to allow approximately business days to receive the checkThe contractor has been sent to our contractor relations department to address this matter HBRWC would like to apologize for the inconvenience Mr [redacted] has experiencedWe value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: If 2- Home Warranty had sent me a dependable contractor as I informed them about the urgency of the sump pump problem my basement wouldn't have flooded and cost me $Since I kept calling and nothing was done and after the basement was flooded and I informed them yet I was told to wait till n ft business dayI called and told me that the contractor 2-sent to me will not be able to come and 2- didn't care so I took matters into my own hands and called for a plumber myself and got the work doneDue to property damages which I am not asking them to pay other than restoring my basement and getting raid of my water so that my basement doesn't get molded2- had to be held accountableIf I have paid you for services you need to render the service which in my case, was not done Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Thank you for your promptness in addressing this issueWe are currently still without heat at our residence [redacted] from did call us and left a voicemail several days ago My husband has tried multiple times to return ***'s call and has left messages times to get a return call An out of network contractor came today looked at our heating / air system then proceeded to be on hold with a total of minutes finally reaching a representative We are now told we must pay the contractor fee for fixing and will reimburse us I do not feel is handling our problem satisfactory We would like the opportunity to cancel our contract with them after repair of our heating / air unit Thank you [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate [redacted] replaced the water heater on December 7, If Mrs [redacted] is worried about her family's well-being, we suggest she turn the water heater off as to not release any further monoxide into the atmospherePer the Agreement under the Plumbing exclusion section, flue venting is specifically excluded from coverage; “EXCLUDED: flue venting”Even though we are not responsible for an independent contractor’s workmanship, in instances like this, we will promptly do everything possible to expedite the repair with [redacted] The 2-HBW Contractor Relations Manager for [redacted] has been alerted and has spoken to them [redacted] is willing to go back to the home and if given the opportunity, they will warranty their workA representative has called Mrs [redacted] and received her voice mail advising of thisIf Mrs [redacted] has not heard from [redacted] or missed their phone call, we encourage her to call them at 757-408- To be clear, all of the contractors that are utilized by 2-HBW are independently owned and operated and each hold their own insurance and licensing, as required by local lawThey are not employees of 2-HBWWe contract with these companies in order to service eligible claims, but we are each separate operating companiesCircumstances such as this, is the reason we make sure all of the independent contractors we contract with on pricing, are licensed and insured 2-HBW cannot guarantee payment for the repair of the flue ventingIf Mrs [redacted] has her venting repaired by a different contractor, her dispute for reimbursement would be with [redacted] and not 2-HBW Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Ms [redacted] 's inquiryThank you for the opportunity to review and respond Our records indicate that Ms [redacted] 's Limited Home Service Agreement ("Agreement") went into effect on July 23, On July 24, Ms [redacted] initiated a service request with her built in electric wall HVAC unit and advised she already had an out of network service contractor she wanted to use for the workThis service contractor, Budget Climate Control, reported they had been out three weeks prior to diagnose the systemThey reported that the unit was giving off high pressure and they needed to take out refrigerant and add permanent ports in order to diagnose the issueAs it was advised by the service contractor that the issue had been present two weeks prior to the effective date of the Agreement, HBRWC did not provide coverage per Terms and Conditions #of your 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 periodCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated." In addition, the ports that were missing are not covered per Section B-of Ms [redacted] 's Agreement, due to; "There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse, missing parts..." HBRWC has made our final decision that Ms [redacted] 's service request is not eligible for coverageWe sincerely apologize for any inconvenience this may have caused and thank Ms [redacted] for bringing these matters to our attention as we do take them very seriously Sincerely, Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not accept this answerWhen I called in the first time on June 19th 2015, I was told that the warranty does not come into effect until July 23rd and that if I called in the day after the warranty started it would be coveredAlso Budget Climate Control is not an out of network contractorGet your facts straight2nd, you guys do nothing but give people the run aroundWe have done everything you have asked us to do, to include sending our settlement statement to youSo I am not dropping my complaint against you and will not recommend you guys to anyoneBy the way, I am marriedSo it is MRS [redacted] to you Final Consumer Response / [redacted] (4200, 18, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) right now we are working with 2-to resolve this matter as quickly as possible Final Business Response / [redacted] (4000, 20, 2015/10/29) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr [redacted] As his rebuttal states, we are currently working with him to attempt to provide an amenable solutionOn October 26, the independent service contractor Rooter Plus was authorized to replace his air conditioning unitThe contractor will be providing the equipment and will contact Mr [redacted] once it is available for installationHBRWC will continue to monitor this claim to completion Sincerely, [redacted] 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 [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on April 25, 2017, Mr [redacted] reported washer vent clogged causing smell in washer roomThe independent contractor, [redacted] was dispatchedThe technician reported he made access to locate the studor vents for the washer line and the kitchen sink area (In the absent of a roof vent, studor vents are usedThey are a valve that allows air into drain pipes when suction is presentThe vent closes when the suction disappears to prevent foul odors from coming back into the buildingOften, when a bathtub, shower or washing machine is bubbling or gurgling, either a studor vent needs to be installed or an existing vent is locked in the open position.) The technician made holes in the laundry room wall; each 1ft x ftThe technician advised the laundry room does not have a studor vent and one will need to be installedThe kitchen area studor vent is clogged and will need to be replaced The laundry room where the odor was coming from was determined not eligible for coverage as the vent was never installedPer the Terms & Conditions B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): missing parts”In addition B-“We are not responsible for the repair of any smells”Since HBRWC is not responsible for adding an item that is missing or smells, the repair of the drywall is not eligible for coverage because it’s not a covered serviceThis is stated in B-7; “We are not responsible for providing or closing access to covered items, except as noted in the Terms and ConditionsWhen 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.” The kitchen sing [redacted] was contacted again to get clarificationThe technician advised that when he opened the wall, he found there is a hard piped vent stack that is properly installed and there is nothing to fix in the laundry plumbing systemHe believes the smell is coming from the water from the washerThis is contradictory to what he previously reported It is possible that a representative did not document that [redacted] called in to get approval to cut the drywallWe would have no reason to doubt thisMr [redacted] ’s has requested in his desired settlement his service fee reimbursed and $for the drywall repairThe drywall check for $was already reimbursed and in the mailWe will reimburse $per hole ($x = $225)An additional check for $has been processedIn addition, as a gesture of goodwill, Mr [redacted] ’s service fee has been reimbursedIt will take approximately to business days to receive the checks We do apologize for any frustration or inconvenience that Mr [redacted] has experienced during the claims handling process We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation