2-10 Home Buyers Warranty

The Office of the President at 2-Home Buyers Warranty of Virginia, Inc(“2-HBW”) is in receipt of the inquiry submitted under case by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable garage door opener claimThank you for the
opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on February 27, 2016, *** *** reported the garage door is not opening or closingIndependent service contractor, Neighborhood Garage Doors was dispatched to the homeOn March 2, 2016, the technician from Neighborhood Garage Doors reported he just needed to adjust the forces of the opener and *** *** paid his $service feeOn March 25, 2016, *** *** reported he was having issues with the opener againA possible recall dispatch was sent to Neighborhood Garage DoorsThis time, they found there was no failure to the openerThe top rollers came off of the track preventing the door from openingTo correct the problem, the technician just needed to put the rollers of the garage door back on the trackThe technician reported that this was a different problem from the first timeThe garage door rollers coming off the track is not related to adjusting the opener, another $service fee would be due*** *** Agreement did renew on March 4, and he did add the Supreme Protection coverage upon this renewalRollers are excluded from coverage and the Supreme Protection does not add this coverage back, however, our notes indicate the rollers did not need to be replacedThe contractor just charged the service fee that was due, to put the garage door back on the trackThe contractor never reported to 2-HBW that there was an issue with the hinges, which are eligible for coverage under the Supreme Protection*** ***’s agreement has a $service fee dueThis fee is paid directly to the independent contractor for his diagnosis time and not to 2-HBWIf *** *** would please refer to his Agreement on page under Who Pays what? “You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service callA service call means each visit by a service contractor for a single service.” In addition on page under What is the 2-HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-HBW fails again within the term of the Service Agreement.” There was a search of the emails *** *** had sent to cancel the Agreement and the emails could not be locatedA representative of this department called *** *** to confirm if he is sending it to the proper email addressOn March 19, 2016, there was a message left on his voice mail with the proper cancellation email address [email protected], along with a direct contact to discuss any other concerning matters*** *** has not placed any claims on his new Agreement and if he does decide to cancel, he will get a full refund for the 2016-term2-HBW would again like to apologize for any inconvenience *** *** may have experienced. We would like to thank *** *** for bringing his concerns to our attention as we do take these matters seriously. Sincerely Office of the President 2-Home Buyers Warranty of Virginia, Inc

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 June 7, 2016, Mrs*** reported air conditioner is not responding to the t-statThe independent contractor *** was dispatched and found a small leak in the evap coilHe used leak seal and recharged the gas package unitA recall for *** to revisit the home was set up on August 18, They cleaned the system but due to being by the oceanThe contractor recommended replacementThere was a delay on the order of the gas package due to it was a factory orderTemp cooling was offered to Mrs***A supervisor is in direct contact with Mrs*** and found the gas package has been replacedMrs*** also has a second system that she was having issues withA claim was set up for September 19, *** was dispatched and found the evap leaking, they attempted stop leak but this did not workMrs*** does not feel the work done by *** on the installation of the gas pack is up to standard and is not happy with the second unitThe supervisor and Mrs*** have decided to send a second opinion to look at both systemsThe supervisor will work with her until completion
HBRWC apologizes to Mrs*** for the experience he has had concerning her hold time with the customer service department and the delay to his claimThe heat wave at the time had placed call volume higher than normalWe 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 August 11, 2016, *** *** reported his air conditioner was not blowing cold airThis claim is quite lengthy due to the many contractors outThere are allegations of improper repair from one contractor to the other, cut lines at the compressor and contractor conflict with Mr***This claim has been forward to our contractor relations department for further review and address the contractorsThe claim was authorized for independent contractor *** *** * *** to replace the condensing unit with a seer condensing unit. There are out of pocket cost for Mr*** that need to be accepted, partly due to there was no failure to the indoor evaporator coil but due to the coil’s age, it would not be compatible to the new seer condensing unit and would need to be replacedThis is explained in the Agreement under the Terms & Conditions B-“Except for SEER coverage and R410A compatibility upgrades and code violations as outlined in number 3, we are not responsible or liable to upgrade equipment, components or parts due to: (a) the incompatibility of the existing systems and appliances with the replacement system, appliance or component thereof; (b) any type of chemical or material needed to run the replacement systems, appliance or component including, but not limited to, differences in technology, refrigeration requirements or efficiency; or (c) mandates by federal, state or local governments.”
A supervisor has been assigned to this case and will be working directly with Mr*** until completion
HBRWC apologizes to *** *** for the experience he has had concerning this claimWe 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 serviceWe value his business and we look forward to serving his 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 rebuttal submitted by *** ***. Thank you for the opportunity to review further
We would refer *** *** to our previous response in which we indicated the work was done without our authorizationPer the Agreement on page 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.” This is also located in the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” The claim is not eligible for coverage as specified in the Agreement
The supervisor assigned to this case has attempted numerous times to contact *** ***’s contractorWhen contacted the contractor disconnected the callShe has also left voice messages without getting a return callWe are understanding of *** ***’s situationMoving forward with attempting to get the diagnostics from his contractor is strictly a goodwill gestureWe are considering partial reimbursement for a repair that may have been eligible for coverage but we cannot without knowing what the failure isAll we ask from *** ***, is to contact his contractor to report his findings to us or himself and forward the information or call the supervisorBoth *** *** and his contractor have the supervisor’s direct phone numberThe supervisor would appreciate a phone call back
HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementThe rebuttal provides no additional informationWe respectfully request the Revdex.com to consider this matter closed
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/12/01) */
The Office of the President at Home Buyers Warranty Corporation ("HBRWC") has received the inquiry submitted under case XXXXXXXX by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and applicable claimThank
you for the opportunity to review and respond
We sincerely apologize for any frustration or inconvenience that Ms*** may have experienced during the claim handling processOur records indicate the furnace was replaced on November 20, We have left a message for Ms*** to verify this fact
We acknowledge Ms***'s statements regarding the contractor, and would like to apologize for this as wellHBRWC strives to provide fast, reliable service and anything less is unacceptableMs***'s concerns with *** *** *** will be addressed further internally
Due to this, the independent service contractor *** *** *** *** & *** *** was dispatched to provide a second opinion, and it was this company that completed repairsWe regret that Ms*** had $of out of pocket expenses for non-covered costs associated with the repairsAs a gesture of goodwill and not by admission of liability, HBRWC paid $towards that costMs*** was responsible for the remaining balance of $total
In her response, Ms*** mentioned a hotel stayTo date, HBRWC has not received an invoice for this hotel visitWe request that Ms*** submit this invoice to ***@2-10.com or via fax to XXX-XXX-XXXX so we may review the matter furtherWhile hotel visits are not eligible for coverage pursuant to section B-of Ms***'s Agreement, HBRWC would none-the-less like to review this invoice to see if we can offer any remuneration
We would like to thank Ms*** for bringing her concerns to our attention as we do take these matters very seriouslyHBRWC will continue to research into the delays that occurred so we may continue to improve upon the service we offer to our customersWe look forward to serving any future warranty needs that Ms*** may have
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been contacted by 2-by phoneI did receive an email yesterday (12/3) offering to cover $I responded this am that we do not feel that this is fair and asked for her response ASAP
Final Business Response /* (4000, 9, 2015/12/17) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms***Thank you for the opportunity to review further
Ms*** is correct that she was emailed rather than called via telephoneWe apologize for the misinformation in that regard and will have the matter addressed
Ms*** received reply on Monday, December 7th which was the next business dayat this time we advised that the additional coverage was intended as a gesture of goodwillThe offer was later increased to $which was accepted on December 14, Ms*** should receive the reimbursement check within the next 7-business days
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/21) */
The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by *** *** We have located Mr*** 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*** may have experienced during the claim handling processOur records indicate that HBWVA offered Mr*** a replacement washer and that this unit was accepted and ordered on October 5, On the 5th, the independent contractor reported that the motor had failed and the lid switch was smokingThe decision to offer a replacement was made pursuant to section B-which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
We do acknowledge that Mr*** paid two $service fees for the washer in this contract yearWe regret that these were both owed pursuant to page of the Agreement when it states, "Service performed within the last days of the Service Agreement will be guaranteed for days." As such, when Mr*** contacted HBWVA for further service in September it was outside of the recall period for the repairs made in March
We apologize again for any frustration that Mr*** may have experiencedHBWVA appreciates Mr*** bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
2-Home Buyers Warranty of Virginia, Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because, replacing the washer proves the fact that the repair person miss diagnosed the problem in FebThe motor was the problem then and in AugThis is why I should not have had to pay the second $deductible
Final Business Response /* (4000, 9, 2015/11/05) */
The Office of the President at 2-Home Buyers Warranty of Virginia, Incis in receipt of the rebuttal submitted by Mr***We respectfully disagree with Mr***'s statementAs our previous response indicates, his washer would not have worked at all between the initial repairs and the secondary failure if his motor was inoperableThis was not a misdiagnosis but rather a new failure to the unitAdditionally, it was outside of the day recall period specified in his Limited Home Service AgreementAs such, we will not reimburse his service fee as this is owed whenever a new service request that is made
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Final Consumer Response /* (4200, 11, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agreeThe problem started in Feband was misdiagnosed by the service personIf he had thoroughly checked my unit he would have seen the problemThis back and forth between us will solve nothing, but I can switch warranty companies and if ask by my friends, I will tell them of my experience with 2-

Complaint: ***
I am rejecting this response because:As of Monday, June 27, I still had not heard a resolution in my situationTuesday morning, June 28, I received this email and a call from Fox newsAround 2:00pm that evening, I receive a call from 2-saying, "We are replacing the system, and will have another company doing the work, Adamac Air." They also tell me that they are replacing the entire system, minus the evaporator coil; which is part of a NEW SYSTEM, that I will be responsible for thatAs of that phone call, I've heard NOTHINGIt's been 3daysI've been w/ out air since June 1, due to their negligenceAlso per my contract, once 2-assigns a company the claim, they are to contact me within 24hrs to make an appt; which, as of right now @ 7:03pm, I've yet to receive a call from Adamac airAt this point, I feel my air needs to be replaced, in its entirety, given all I've had to deal with, with 2-I feel this is a serious issue, given how it initially began w/ Air design coming out and leaving my unit with burnt wiring; copper showing; a melted disconnect; turning power on with a burnt up compressor, and saying they felt it ok to do that, while my wife and month old daughter are inside, and going in my house and cutting wires in the furnaceI've covered my end w/ pictures, and constant phone conversation w/ 2-10, while in contact w/ the Revdex.comI want my air fixed, please, and I don't feel responsible for any of thisThis was all under 2-10.
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
I supplied Mr*** with the requested information regarding my independent contractorHe contacted me on 12/18/and advised after discussion with my contracted plumber,I would be receiving a refund for the cost of my hotwater heater replacement (750.00) totalI have not received the refund as yet and will consider the matter satisfactorily resolved only after the money has been returned to me

Initial Business Response /* (1000, 9, 2015/09/15) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by *** ***Thank you for the opportunity to review and respond
We do apologize for
any frustration or inconvenience that Mr*** may have experienced during the service request handling processOur records indicate on the evening of July 7, a service request was initiated as the air conditioning not cooling the homeThe service request was dispatched to Adjustable Plumbing Heating & Cooling Services ("Adjustable") who scheduled an appointment the next business day and provided a diagnosis on July 9, indicating that the compressor needed to be replacedHBRWC was unable to authorize Adjustable to perform the compressor replacement as we were not provided the contractor's cost for the repairOn July 13, HBRWC received the total cost breakdown from Adjustable and authorized the service request, as well as ordered the compressor the same dayIn an attempt to allow Mr*** to obtain sooner service outside of our network, HBRWC offered a buyout of $for the compressor repair and the offer was declined
HBRWC communicated with Mr*** on July 14, that the compressor would arrive within business hoursOn July 15, 2015, HBRWC advised Mr*** that the compressor would be available no later than July 17thOn July 17, HBRWC advised Mr*** to contact Adjustable regarding an appointment for the compressor repair if he had not heard from the contractor already as the compressor was available for installation
On July 23, HBRWC set up a recall dispatch request to Adjustable as Mr*** explained that the air conditioner was still not cooling after the compressor was replaced the previous dayOn August 8, HBRWC received a diagnosis from Adjustable indicating that the compressor would not turn on as there was a manufacturer defect with the part; therefore, Adjustable was authorized to exchange the faulty compressor and attempt another repairThe repair was completed on August 18,
We apologize for the delay in response regarding the requests for a return call from a supervisor Mr*** had stated he had requested and we further apologize for not having record of these requestsAdditionally, our records show that Mr*** had called in to HBRWC on several instances to check the status of the repairOur company strives to provide fast, reliable service and anything less than acceptable will be evaluated internally
At this time, the air conditioning system is functioning and there is no indication that a full system replacement is necessary after the compressor repair had been madeAlthough we are unable to honor Mr*** request for a full system replacement, we will be able to offer a reimbursement of the $service fee that was paid to Adjustable as a gesture of goodwill and not by admission of liabilityMr*** will receive his $reimbursement within 7-business days
We thank Mr*** for bringing his to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs
Sincerely,
The Office of the President
Home Buyers Resale Warranty Company
Initial Consumer Rebuttal /* (3000, 11, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, I would like to say thank you for at least trying to make things right and reaching out to me
However, in keeping pace with the service I have come to expect from 2-10, it took days to receive this response, on the last day, before further escalation (Filled case 8/18/15)
I don't know how offering a payout of $is considered trying to help, as other companies I called outside of 2-(while they were sitting on their hands for almost months) quoted $1100-for the workOffering to pay for half of a repair isn't helping
As I mentioned to "Adjustable", all I expect is for my A/C unit to function to the same level it had functioned for the first years I was in the house, before it broke downThis is not the caseEven after the 2nd compressor was installed, the house is not cooling as it should and used toThe techs never could get that air coming out of my vents to temperature while on-site, but left me with the message that "It should start getting cooler..."Well, it did notMy unit was running on average hours out of the day (I have a Nest thermostat, so I can check history reports) and never getting to the desired temperature setI would keep my unit a degreesWhen I would get home from work, my house would be ~78-degrees inside depending on external temperaturesIt would get to temperature around AM, then the temp would just continue to rise throughout the day, as the unit was running
I am sorry but $is not going to make my unit function as it should, so I will not be accepting this as the resolutionIf would like to return $service fee paid to "Adjustable", as well as the year coverage fee I paid to 2-($638.00) for "service", I would accept that as a resolution, as it might cover what I would have to pay an accredited service provider to get my A/C functioning properly
Please let me know how you would like to proceed
***
Final Consumer Response /* (4200, 16, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT accept thisMy A/C unit has been shutdown for close to 3-weeks nowI would hope that my system is able to cool my house to a higher temperature then it is outsideThat is like asking me to see if my furnace is able to heat my house in AugustI don't know how to verify this when it is out of season??? The problem IS and HAS BEEN that the A/C no longer gets my house to temperature as it did the previous years I have lived there since it was repairedI set my internal degreesWhen I would arrive home from work my house would be somewhere between 76-degreesThe only time I would hit temperature is when I would be asleep overnight
I don't see this as offering any further solutionBasically I am reading it as "You can hire your own company, once they get there and diagnose the problem, we MIGHT cover SOME cost"
Here are a few reviews from the company you sent to my house from Yelp where they have a star rating:
"Worst service ever! Wish I could put NO STARI would never use this company ever again
I was referred to them by my warranty company to fix my a/c unit for my condo and it took them several months and several no shows to finally fix the a/c
I had to call to schedule my own appointment and was told the day of my appointment that it was never scheduled and this happened two times! I was hung up on two times by the front desk lady name Donna who always acts like she doesn't know anything, but is the one that sets up my appointments that was never put into the book
I was able to speak to the owner *** who at first I thought was genuine and cared and was going to really help me, but he never followed through to the end as he promised to make sure I received a better experience than the firstNo one took ownership of what I was having to go through with their company so I called my warranty company to try and switch, but they recommended me to stay with Adjustable svcs since my parts were ordered alreadyThe last appointment I got from adjustable svcs was because a manager from the warranty company had to conference call them with me to make sure I got another appointment in and confirmedTrust meThis is just the short version of the BS I had to go through with his company!
I am so glad this nightmare is finally over with! I'm not sure if it's even fixed correctly since this is a rental property, but I'm going to assume it is."
"Terrible from startLazy and rudeDont expect to have anyone from the company call you to update you on repairsFlat out refuses to give you any idea when they will be to your house (good luck working that into your schedule)Combative on the phone."
"Poor customer serviceI was trying to get my house in NC serviced while we are home for vacationWaited business days for a phone call for them to schedule a serviceLeft two messages and spoke to a lady who said that she couldn't schedule me and that a tech would call me later to scheduleHe never calledHad to go with another company to have my heat fixed (it's degrees outside)"
All of what these reviews mention, I have gone thorughI had to work both sides (2-and service contractor) to get any type of action takenEven with me project managing (which I SHOULD NOT have to do), It took weeksI probably called 2-no less than times to check status of ticket, parts status, etcI did not receive any type of update or proactive measures from either 2-or the service contractor they hired unless I called in and pulled teeth to get info
At this point I would like to bring in the moderator, as we are making no progress
I believe after hearing my side of the story and how I was without A/C during the hottest months of the year for 6-Weeks for a simple compressor replacement, there should be little question as to who was in the wrongWhen you pay for a service, service should be providedThe company that was hired probably spent a total of hours at my house, over the course of 4- separate appointments, so it isn't like this was daunting work be conductedA compressor replacement should not take 6-weeksThe $offered is almost insulting at this pointEspecially because I had to go out and purchase a $window unit during the ordeal so that I could at least sleep at night in a room that was less then degrees
Final Business Response /* (4000, 18, 2015/10/21) */
The Office of the President at Home Buyers Resale Warranty ("HBRWC") is in receipt of the rebuttal submitted by Mr***Thank you for the opportunity to review further
We apologize if Mr*** is disappointed with the options providedWe regret that the terms and conditions of our Agreement are quite clear in stating that if HBRWC offers cash this amount it will be based on what HBRWC typically pays for parts and labor and that this amount is usually less than retailIn addition to this, it is important to note that not every aspect of a repair may not be eligible including but not limited to code upgrades, disposal of old equipment, and modifications necessary due to different dimensionsSince HBRWC does state we do not cover anything, Mr*** may incur out of pocket expenses whether he uses a HBRWC preferred service vendor or his ownMr*** is not required to take the cash in lieu of repairs, but this is an option available
The alternative that Ms*** has available is to allow HBRWC to send one of our preferred service vendors to the homeWe do acknowledge Ms***'s concerns with the independent service contractor Adjustable Plumbing Heating & Cooling ServicesIf Mr*** does elect this option, HBRWC will send a different contractor to the property as a second opinionIn particular, HBRWC would offer the option of a new company Accent Comfort ServicesAccent Comfort Services has an A+ rating with the Revdex.com and positive reviews on Yelp for their HVAC service
We regret that we will not be offering to reimburse the $Mr*** incurred while purchasing a window unitThis is not eligible pursuant to section B-of his Limited Home Agreement which states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
Mr*** may contact our company by calling XXX-XXX-XXXX to discuss how he would like to proceedWe await his decision on how he would like to proceed
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 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 November 1, the first independent contractor Austin Appliance reported they do not work on sealed system refrigeratorsOur dispatch department went thru numerous contractors but no one in the area worked on sealed systemsThe guidelines for using a contractor out of our network were sent to Mr***Unfortunately, Mr*** could not locate a contractor to service his refrigeratorAt this time, the claim was forwarded to our contractor relations department to broaden the search areaContractor relations located a contractor that could serviceThe independent contractor, *** *** & Assocreported the compressor has failed*** *** was approved to do the work and reported the work has been completed
We do regret that on occasion, 2-HBW will have limited or no network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is explained 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.”
2-HBW apologizes to Mr*** for any experience he may have had concerning disconnected phone callsTwo of the representatives do have noted that the call was droppedWe acknowledge the delay that occurred was due to the limited number of independent contractor’s in the areaMr*** has been reimbursed his service fee
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 July 26, 2016, *** *** reported that she has a water leak but she does not know where it is coming fromThe independent service contractor, *** *** was dispatched and reported he did a pressure test on the lines under the slab inside the houseThe line holds the pressureHe completed a second test on the main line and found leak in between the meter and main house in main water lineor ftThe leak is outside of the foundation of the home and is caused by tree rootsThe claim was denied due to the break is outside of the foundationThis is explained in the Agreement at the beginning of the Terms & Conditions “We provide service for covered systems and/or appliances that: are located within the perimeter of the main foundation of the principal residence
and the attached garage located at the address shown”In addition under Plumbing on page of the Agreement under Excluded: “drain line stoppages due to roots,”
We regret that we cannot 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 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 July 7, 2016, *** *** reported her refrigerator is not getting cold
Independent service contractor, Tech Services was dispatched to the home and reported on July 14, that the refrigerator has no model or serial numberHe took picturesHe found the cold control switch, defrost timer had shorted and he ordered parts that he thought should workOn July 18, 2016, the technician called in and stated the parts were not correctHe took the original parts to his supplier to see if they could match them up but they were not able toThe pictures were received from *** ***The pictures were not helpful in identifying which parts were neededA replacement buyout (that was based off the pictures) was offered to *** *** in the amount of $since she had already replaced her refrigeratorA buyout is a full and final settlement*** *** accepted the offer
We do apologize for the delay of this claimAt the same time, if the refrigerator had the identification tag on itThe refrigerator would have been repaired in a timely manner and would have been a cost savings to *** *** as well as HBRWCIn regards to *** *** requesting we assist with her out of pocket costs for food consumedWe do not offer coverage for this cost pursuant to section B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” The service fee is paid directly to the independent contractor for his diagnosis time and not to HBRWCThe service fee is kept by the contractor and not transferred to HBRWC
HBRWC apologizes to *** *** for the experience she has had concerning the delay to her refrigerator claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersWe regret we will not be offering any compensation for the inconvenience incurred
Sincerely,
Office of the PresidentHome 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 *** ***’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on October 23, 2017, *** *** reported her water heater does not work and there is water on the floor around itThe independent contractor *** *** was dispatched and reported the water heater is leakingThis is an *** system and they are not licensed to work on these type of unitsThe independent contractor * *** * *** was dispatched and reported the water heater was leaking and needs to be replaced2-HBW thought they had located the correct water heater but the water heater needed also heats the home and it requires additional side ports for the heating of the homeThe correct water heater was located and ready for pickup on November 9, R & J has a scheduled appointment for install with *** *** for November 15,
In *** ***’ desired settlement, she is requesting that her out of pocket costs be waivedR and J needs to modify the water line, gas line, flu and install a loop kit for the heating systemThis work must be done in order to accommodate the new water heaterPer the Terms and Conditions of the Agreement B-which states; “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions.” These are charges that the Agreement does not cover
We do apologize for any inconvenience and delays caused by the incorrect orderWe regret, we are unable to waive the out of pocket cost as we are not liable for such charges2-HBW 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
We would refer *** *** to our previous response as to the multiple unrelated failures, non-electrical and electrical that occurred in a short period*** *** stated the contractor said this is not a pre-existing issueThe contractor had never told HBRWC that this was not a pre-existing issueAlso the contractor telling *** *** that “we produced rulings like this before in an effort to evade having to pay out any claims in the first month of a warranty” we find this unprofessional and is not trueThe contractor has been sent to our contactors relations department to investigate and take appropriate actionTo put this matter to rest, HBRWC has decided to cover the electrical portion of the claimThe paid invoice was received from *** *** and an offer has been made
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 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 August 3, 2016, Mrs*** reported her air conditioner was leaking from the bottomThe independent contractor *** *** was dispatched and found an unrepayable leak in the evaporator coilThey were authorized to replace the coilThere was an issue with the customer and *** ***Apparently *** *** was trying to sell them a new systemA representative called *** and found they had not replaced the evap coilMr*** requested a new contractorIndependent contractor *** *** was dispatched and reported the compressor is no longer pumping, found there was no leak in the evap coil and the TXV was seizedThe compressor and TXV were orderedThis was a ton compressor we had ordered for *** ***, however, *** *** had installed a ton compressor*** *** did not have a logical explanation as to why they installed a ton compressor and caused further confusionBoth of these contractors were sent to our contractor relations department to investigate and addressThe independent contractor *** *** was dispatched and reported there was no model or serial number on the outdoor condensing unit and difficult to determine the tonnageThey recommended to just replace the condensing unit with a ton and TXVThey were authorized and the equipment was orderedThe work has been completed
Mrs*** has been working with a representative of this departmentDue to the issues concerning the first contractors causing the delay in this claim, the hotel stay for Mrand Mrs*** were settled with them
HBRWC would like to apologize for any inconvenience Mrs*** has experienced. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) 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
Our records indicate we have received to contractors diagnostics from Ms***’sThe first contractor reported substantial leaks in the outdoor condensing unitWhen the contractor attempted to switch the unit into emergency heat, the tech found the wiring was improperThe contractor recommends replacing the entire system as it was beyond repairThe representative denied the claim due to improperIt is noted we would like more information from the contractor
Ms***’s second opinion contractor also reported massive leaks to the outdoor heat pumpThe system is completely void of refrigerantThe unit is covered in rustThe claim was again denied but for pre-existingThe Agreement went into effect October 30, and the claim was called in on November 21, With the large unrelated multiple leaks and rust, it is clear that Ms***’s system was not in good and safe working condition at the time the warranty went into effectPer 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 period.”
It should be pointed out that Ms***’s air conditioner is a *** system and the equipment is still under Manufactures Warranty (“MFW”)*** HVAC systems have a minimum year warrantyThe outdoor condensing unit serial Number=*** The and the represent the year in which it was manufactured (2013)The L represents the month (October)Her system should still be under MFW until October The W just represents where it was manufactured (Wichita)The indoor is also under MFW until MayShe may consider contacting ***I am surprised her contractors did not tell her this
We do apologize for any frustration or inconvenience that Ms*** may have experienced during the claims handling process
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 effective from February 6, to February 6,
Thank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate there were claims placed within this timeA roofing claim and a plumbing claim, both placed on November 6, On November 6, *** *** reported a leak at the kitchen windowThe independent service contractor Village Roofing was dispatched to the property to evaluate the claim furtherThe technician found leaks, a roof leak in the garage where the flashing has failed and the one over the window where it needs to be caulkedWe regret these issues were not eligible for coverageIf *** *** would please see page of the Agreement“Roof Leak Repair: Water leaks must occur in the roof located over the occupied living area (excluding garage), provided the leaks are the result of rain and/or wear and deterioration and the roof was watertight and in good condition at the effective date of coverage.” In addition, the caulking of the window is not a roofing issueCaulking is excluded under the Plumbing section as well as the sprinkler system on page of the Agreement “EXCLUDED: ….caulking, grouting, lawn sprinklers”On November 6, *** *** reported a leak underneath the sink in the kitchenIndependent service contractor, 1st Choice Commercial and Residential Serv(“1st Choice”) was sent the dispatchOn the same day, 1st Choice called *** *** and left a message to set an appointmentOn November 17, 2015, 1st Choice reported that *** *** cancelled the serviceWe regret, we will not be refunding the charges she has requestedWe again apologize for any inconvenience that *** *** may have experienced as we do take these matters seriouslySincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond Our records indicate on June 10, 2016, *** *** reported his air conditioner was not blowing cold airIndependent service contractor, A+ Heat & Air was dispatched to the home and found the contactor had failed*** *** was still having issues, so A+ Heat & Air returned to the home and reported that now the control board has shortedA+ Heat & Air refused to replace just the control board or replace the air handler which houses the control boardThey advised us that just replacing the air handler would not be compatible to the existing condensing unitIt was confirmed by our in house specialist that a new air handler would be compatible with the existing condensing unit It was decided to dispatch Air MedxThe technician reported that A+ Heat & Air wired improperly and blew the fuse on air handler, the control board, wiring harness plug, & transformerIt was decided to replace the air handler at this timeA+ Heat & Air has been passed along to our contractor relations department to investigate and address the contractor’s workmanshipIndependent contractor Webb’s Heating and Air was called to install the new air handlerWe are understanding of *** ***’s situationAs a goodwill gesture, HBRWC picked up the costs that typically would have been his expense, assisting in his cost for his window unit and his service fee has been refunded We acknowledge and apologize that some of the delays that occurred were preventableWe also apologize for the hold time with the customer service department. When 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 customers Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by *** ***. Thank you for the opportunity to review further
Our notes indicate the work was completed on August 3, A representative of this department contacted *** *** and confirmed her air conditioner is up and running
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 rebuttal submitted by Mr***. Thank you for the opportunity to review further
Mr*** renewed his Agreement, number *** “online” in December for the pay planWhen not requested otherwise by the customer, accounting will automatically start taking the monthly payments outMr*** can call into our accounting department at 1-866-231-and reference his Agreement numberAccounting would be happy to stop the automatic payment withdrawals until the Agreement is in force
Concerning the HVAC Tune-Up, we would refer Mr*** to our previous response in which we indicated the Agreement stipulates when the inspections are conductedUnfortunately, the coverage was not purchased on his existing Agreement
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation