2-10 Home Buyers Warranty

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 15, 2016, *** *** reported her oven is not turning onThere were several Independent service contractor offered the dispatch but due to the brand of the oven, a Thermador, many contractors refused the dispatch advising us they do not work on ThermadoreAll Appliance Repair did accept the dispatch and found the control board was shorted outThey were authorized to replace the board and the board was orderedAfter install of the boardReplacing the board did not fix the issueA representative called All Appliance for additional informationThe technician stated there is no wiring schematic, they replaced the control board and since it did not workHe called ThermadoreThermadore refused to speak to any company except one that is factory certified with ThermadorThe representative went to the Thermador website and a certified contractor was locatedThe contractor refused to work with warranty companiesThe contractor found the plug connection at user interface had issues*** *** paid the contractor up front and she was reimbursedThe contractor has been recently recalled back out to the home to address the panel of the ovenThe contractor found the panel needs to be replaced due to the wiring shorted and only intermittently workingThe contractors quote is for $for repair of the oven*** *** has been working directly with a representative to get this resolved
HBRWC apologizes to *** *** for the experience she has had concerning her dissatisfaction with the contractors and customer serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersWe value hers business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Our records indicate on May 28, 2016, *** *** reported her air conditioner was not blowing cold airAt the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely mannerThe representative offered to continue looking
for a contractor or she could contact her own out-of-network service contactor*** *** chose to use her own contractor. She located Your Comfort ServicesThe technician reported the air conditioner was completely out of Freon and there is a possible leakThe technician had not identified where the leak wasWe attempted several times for an updated diagnosisThey technician found a leak in the condensing coilHe recommended system replacementThe only failure was the condensing coilWe were not able to get firm pricing from the company but his estimates were way above the cost we would pay an in network contactor to replace the coilHBRWC found availability of an in network contractor that could service and they were dispatchedIf *** *** would please refer to her Agreement under the Terms & Conditions B-“We reserve the right to obtain an additional opinion at our expense.” The independent contractor, Proficient Air was dispatched to the home and found the system out of FreonThe technician did a nitrogen leak test and found pinhole leaks in the coilThey were authorized to add super sealAdding super seal to a system is a technique that many contractors use to repair small leaksThis is a proper acceptable repairA call was placed to Proficient Air, they have a scheduled appointment with *** *** on July 29, HBRWC has requested a report after the seal is addedIf *** *** is still having the same issue with her air conditioner, we encourage her to notify usThe service fee would be waived if the same issue occurs within the Agreement period *** *** mentioned in her complaint, she wants to be paid for the hours she spent dealing with this and her original contractor to be paid for his time on holdWe regret that we will not be offering any compensation for the inconvenience incurredIf she would please refer to 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.” HBRWC apologizes to *** *** for the experience she has had concerning her hold time with the customer service department and the delay to her claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 on July 4, 2017, Ms*** reported “online” “Leak below kitchen sink, unable to find brand/model information and it appears to be leaking from the actual handle”The independent contractor, R and J Plumbing was dispatched to the property and reported the handle was leaking and the cartridge would need to be replacedThe customer’s agreement does not have faucet coverage and it was explained the cartridge was not eligible for coverage
Then on September 2, 2017, we were notified by Ms*** that pipes are leaking under the kitchen sinkThe independent contractor, Budget Plumbing and Drain Cleaning was dispatched and reported online “tightened up packing nuts on kitchen cold side of valve, no more leaking.” Ms***’s Agreement expired on October 6, Ms***’s Agreement has a day guarantee as stated in the Agreement; “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 AgreementService performed within the last days of the Service Agreement will be guaranteed for daysMs*** did renew her Agreement but this service guarantee does not carry over to the new Agreement, so the representative told her another service fee would be do
A representative of this department, called Ms*** and came to a mutual understandingOne of her service fees has been reimbursedIt will take approximately to business days to receive the check. A contractor has been dispatched to the property to reassess the leak under the sinkWe do ask that Ms*** call in, if she is still having issues with her jetted tub as the contractor did report last July that repairs were completed
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 Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Mrs***’s Agreement went into effect August 22, Our records indicate on August 27, 2017, she reporting her downstairs condensing unit is freezing up outsideThe independent contractor, Air Tropics was dispatched, added lbsof refrigerant and leak sealThen on October 5, 2017, we were notified once again the unit was not coolingAir Tropics went back to the home to evaluate the air conditioner furtherThe technician found the system was void of refrigerantHe did a leak test and found multiple leaks in the indoor evaporator coilMultiple leaks do not occur in the short time the service agreement has been activeMultiple holes takes a long time to developThey holes were large enough for the leak seal not to workThe unit was not in good working condition at the start of the AgreementMrs*** was notified that the multiple holes in the evaporator coil predated the Agreement and the system was not eligible for coverage pursuant to the Terms & Conditions of the Agreement, “We provide service for covered systems and/or appliances: 3.” are in place and in good and safe working order at the beginning of the Service Agreement
Finally, as continuing evidence that the system was not in good working condition at the beginning of the Agreement, the receipt/invoice that Mrs*** was referring to was reviewedThe report states “a/c unit blower capacitor is low, evaporator coil dirtyCondenser capacitor is getting lowFreon level is low, add lbsR-FreonUnit worked ok and seems to be cooling ok.” All the contractor did to get the customer to have cool air was to add lbsof refrigerantWhen a system is lbslow on refrigerant, there is surely a leakAdding the refrigerant without identifying the reason the system leaked so much, is not a fix but a gas and go
We do apologize if Mrs*** was misinformed by a local agent that there was no pre-existing clause in the AgreementWe regret that we cannot be of further assistance in this regard2-HBW has honored their obligations as specified in the terms and conditions of the Service Agreement
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on April 29, 2017, *** *** reported his dishwasher was not drying*** *** was explained the $maximumHe called in on June as he advised the representative that after the previous contractor installed the element, the contractor never installed the mother board or thermostat that had been ordered and paid forHBRWC was not aware of thisThe maximum was reset so the repairs could be completed by the new contractorThe contractor that never completed the job was sent to our contractor relations department to addressAs a gesture of goodwill, *** *** service fee has been reimbursedIt will take approximately weeks to receive the check
We do apologize for any frustration or inconvenience that *** *** may have 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

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
We acknowledge that the delay that occurred by the independent contractor, was preventable by the contractor, *** ***’s *** * ***Due to this, 2-HBW is no longer doing business with this contractorThe independent contractor *** *** was dispatched and it was determined it would be best to replace *** ***’s entire Heat Pump systemThere is no failure to the indoor air handler accept it would not be compatible with the new seer condensing unit, therefore it must also be replacedThe contractor reports the present air handler is located in the basement where the technician believed it was originally a crawl space that was dug out to create the basement space. The air handlers made today are bigger as they need to be more energy efficient causing a height restriction2-HBW was not able to locate the size air handler that would fit in the space provided*** uses suppliers and he was able to locate an air handlerAll of the equipment has been ordered and *** *** has been updated
We apologize to *** *** that she did not receive the quality service that is expectedWe thank her for being patientHer concerns enables us to make corrections and continue to improve our service
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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 simply by the fact that I do not want to spend any more time or energy dealing with this issueThey clearly did not understand that the only reason the "independent" technician contacted them at all was because I was calling him and the warranty company in order to expedite the processHe may be an "independent" technician but 2-hired him on their behalf making him an extension of their company and represent the values they believe in with regards to customer serviceI only accepted the offer because I had already spent so much time dealing with the issue that any further effort seemed like a waste of timePer my previous statement, I have no intention of continuing to contact this warranty companyI will however be posting to yelp and other review outlets about my terrible experience.Please forward this response to 2-warranty
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond
Our records indicate on October 11, 2016, Mr*** reported “a burning smell, caught on fire, Interior liner melted while microwaving an item the interior top of the microwave melted and began to burnA small hole in the interior of the microwave was burned through.” The independent contractor *** *** was dispatched to the home and reported, the customer was microwaving popcorn and heard a loud popping soundThe technician saw that there was a hole in the interior lining that exposed metal to the microwave
If a fire starts inside the cavity of the microwave and damages the interior lining, the interior lining would not be eligible for coverageThe contractor reported no other issues to the microwave that would have caused the fireConcerning Mr***’s statement “the fire was not due to a failure in the lining, rather the lining failed because of the fire.” Per 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 or in sequence or concurrence with any other cause or causes)…fire,”
HBRWC would like to apologize for any inconvenience Mr*** has experiencedWe 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 August 26, 2016, *** *** reported his air conditioner will not turn onThe independent contractor, *** *** *** * *** *** reported: “the condenser fan motor is seized but the condenser coil is beat flat and basically destroyed not allowing air through.” In order for coil fins to flatten, this must occur due to an outside force and is not wear and tearThe lack of air flow caused the condenser fan motor to failThe claim was denied based off of the Agreement, under 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 or in sequence or concurrence with any other cause or causes): misuse or abuse,” The contractor did forward pictures of the flatten fins on the coilSee attached
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 AgreementWe value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Revdex.com:
2-resolved the matter in a quick and timely matter, although some of the information regarding the timeframe provided in their resolution was inaccurateI am very satisfied with their prompt and professional resolution
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by *** ***We have located *** ***’s Limited Home Service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on January25, 2016, *** *** reported his water heater was leaking at the bottomIndependent service contactor A Total Plumbing was dispatch to the home to evaluate the water heater furtherOn January 2, 2016, A Total Plumbing reported the Pressure Regulator Valve had failed allowing too much water pressure into the homeThis caused consequential damage to the expansion tank and the T&P valve (both leaking)It was explained to Mr*** that the failures were consequential to the Pressure Regulator Valve and therefore not coveredPursuant to the Terms & Conditions B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” A representative of this department called and spoke to Mr***We discussed that it is possible the expansion tank and T&P valve could have started leaking due to wear and tear since no other plumbing leaks were occurring in the homeIt was explained to him that expansion tanks are not eligible for coveragePursuant to the Terms & Conditions of the Agreement “We provide service for covered systems and/or appliances: are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service”This means that since expansion tanks are not listed as covered, they are not covered regardless if they failed due to wear and tearHe understands he is responsible for this costHowever, HBRWC as a matter of compromise will be reimbursing Mr*** for the T&P valve which is an eligible item in the AgreementIn addition, as a gesture of goodwill, his service fee is being reimbursedMr*** has accepted our offer and he finds this offer satisfactory HBRWC values each business relationship we have with our customersWe again apologize for any frustration or inconvenience experienced during the claims processWe take these matters very seriously and we thank him for bringing these concerns to our attentionWe look forward to serving his future warranty needsSincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on August 2, 2017, *** *** reported his air conditioner is not coolingThe independent contractor, *** *** *** was dispatched to the property and reported the evaporator coil in the gas package unit is leakingThe evaporator coil is located inside the package unitThis evaporator coil is an Original Equipment Manufacturer (OEM) part. This means that the identical evaporator coil has to be ordered for *** ***’s package unit, as a universal evaporator coil would not be compatibleThe information of the package unit were sent to our supply research team to locate the coil*** had three possible coils that match with the model # but only one would be compatibleThe coil would also need to be shipped from the factoryAfter numerous back and forth attempts to reach *** ***, we were able to determine which coil was the matchThe high cost of the coil along with a factory order, parts research decided to replace the package unitA representative called *** *** to see if the installation has been completedShe received a voice mail and left a messageThe representative will follow up until she is sure work is complete
There are some things that our out of our controlWe have no control over OEM factory orders, the delay in acquiring the correct information for the coil from the contractorThis 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 in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” Even though we had control over the delay, we will do everything possible to make sure repairs are expeditedIn this case, *** *** is receiving a new seer R410A package unit
We do apologize for any frustration or inconvenience that *** *** may have 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

Initial Business Response /* (1000, 5, 2015/07/11) */
The Office of the President at *** is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located *** ***' Limited Home Service Agreement ("Agreement") and applicable claimThank
you for the opportunity to review and respond
On June 18, *** *** contacted*** advising that a service contractor outside of*'s preferred vendors was at the property on May 26, and added pounds of refrigerant to the air conditioning system, charging $for this serviceWe would note that*** did not deny this claim
Neither was reimbursement offered to *** ***Section A-2a of *** ***' Agreement states, "Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instance."
The amount that*** typically pays to add the amount of refrigerant needed is $totalThis $amount is less than the $service fee that was *** ***' responsibilityIt was for this reason that he was not offered reimbursement
With all of this said, as a matter of compromise and not an admission of liability,*** would like to offer *** *** reimbursement for $totalThis is the retail cost that *** *** paid to the contractor less the $service fee that is his responsibilityHe may expect to receive a check for this amount in the mail within the next 7-business days
*** would like to thank *** *** for bringing this to our attention, as we appreciate his business and take his concerns very seriouslyWe look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If we had known my A/C system only needed a recharge, then I would accept *** response; however, that was not the situation
When the service provider arrived, we did not know what was wrong with the A/CThe service provider inspected the entire system before concluding a recharge was the only corrective action neededThis inspection took time, and*** should pay the service provider's entire invoice
Final Consumer Response /* (2000, 11, 2015/07/17) */
I accept *** responseI just filed that I did not accept their response
I was not thinking clearly when I filed my latest response*** response has the practical effect of them paying the service provider's entire invoice
Again, I accept *** response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis would not happen with out your interventionThanks a lot Revdex.com.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/11) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located a Limited Home Service Agreement ("Agreement") in *** ***'s name
for the property address *** *** *** in *** *** As we have no records of any Agreement's for the property address that *** *** provided, our review was conducted for the *** address
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling processWhile HBRWC makes every attempt to contact a contractor within hours for new claims, we do not guarantee same day or next day serviceThe first service contractor that was assigned declined the dispatch, and this was sent to a new contractor who did contact *** *** to schedule a service time, per the process explained on page two of *** ***'s Agreement
Our records indicate that the independent service contractor Lumart HVAC Engineering stated on June 9, that the blower assembly attached to the furnace had been crushedIt was determined that HBRWC would replace the blower assembly which included the motor, wheel, housing, and squirrel cage pursuant to section B-of the Agreement: "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
Due to the nature of the failure, it was determined an Original Equipment Manufacture (OEM) assembly was neededIt did take several days to locate the correct part for this reasonHBRWC did successfully locate the parts that were needed and ordered this assembly, however, this was a factory order part that had a day lead timeWe apologize for this delay but would note that section B-of our Agreement does state, "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."
After ordering the part, *** *** indicated that on June 15, he was interested in accepting a buyout in lieu of waiting for the part to arriveThis was offered and accepted pursuant to section A-2a of the Agreement when it states, "Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instanceSuch offers are typically made subject to restrictions."
One of the restrictions that *** *** agreed to is that upon accepting the cash in lieu of repairs is that we would not offer coverage for the air conditioning unit for the remainder of the contract yearAs such, any repairs or replacement performed to their air conditioning system will be at the discretion of *** ***
We would like to thank *** *** for bringing this to our attention as we do take these matters seriously and appreciate the opportunity to review further
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 7, 2015/09/05) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located the property's Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
Our records indicate that on August 3, the independent service contractor ** *** stated that the toilet had a crack in the porcelainPorcelain cracking and chipping is listed as being excluded in the Plumbing trade section of Mr***'s AgreementSince removal and replacement of the toilet is not eligible for coverage, we will not offer any remuneration for that portion of the repairsThe terms and conditions of Mr***'s Agreement are quite clear and state that this is not an eligible item
We acknowledge Mr***'s request to have a second opinion at the property and have dispatched the contractor *** *** telephone number *** to provide further serviceThis second opinion will be at our cost, and coverage will be re-evaluated upon the contractor submitting their diagnosis
HBRWC would like to thank Mr*** for bringing this to our attention so we may evaluate the matter furtherWe look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 9, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As explained numerous times with the warranty company representatives the information provided by JP Plumbing was inaccurate and falsePhotos of the toilet have been submitted to the warranty company which clearly show there was NOT a crack in the toilet and therefore not the root cause of the damage to my homeThe crack (which is about 12" long) occurred after the water remediation company (servpro) began to remove sheetrock from the wall behind the toiletThis was explained to the warranty company previously along with the contractor that represented them
At this point there is absolutely nothing that this warranty company can do for me as I have paid out of pocket to have the toilet replaced and a new one installedI've gone back and forth with them since this event occurred in JulyIf the warranty company wants to reimburse for the cost of the toilet plus installation then that is fineIf they are unwilling to then please note this complaint as valid as I will not be in agreement that the complaint has been properly resolved
Furthermore feel free to note that I am displeased with the lack of follow up with the information that was provided weeks ago to the warranty companyThere is no need to further delay this process as the warranty company has demonstrated for weeks that they do not intend to accommodate the customer, but rather hide behind a claim by their contractor
Final Business Response /* (4000, 11, 2015/09/24) */
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
At this time we regret we will not be able to offer any assistance with the costs that Mr*** paid to have his toilet replacedReplacing a toilet is only eligible in the event that sediment and calcium buildup makes the toilet irreparablePer section of his Limited Home Service Agreement ("Agreement") we only offer coverage for items that are specified as eligible in the applicable service section
Similarly, section B-of his Agreement states that, "We are not liable for incidental, indirect, special, punitive or consequential damages." Mr*** has been stating the toilet needed to be replaced after the independent contractor Serv Pro had to crack the toilet in order to make repairsThus the toilet itself did not become inoperable due to wear and tear and it is not eligible
We apologize that we are not able to be of further assistance with this matterAs our previous response indicates, replacement of Mr***'s toilet is not eligible under the terms and conditions of his Service Agreement with HBRWC
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 conditioner claimThank you for the
opportunity to review and respond Our records indicate on May 28, 2016, *** *** reported the system was not blowing cold airIndependent service contractor, G.TAC and Heating was dispatched to the home and on June 6, 2016, reported they did electronic leak search and found the system was low on Freon, and the dual capacitor was burnt outAt this time, they were not sure of where the leak wasOn June 10, 2016, *** *** called and said the contractor was not able to locate the evaporator coilWe contacted the contractor and they advised the part should be ordered but they were not sure because they could not reach the person that orders for themOn June 13, 2016, *** *** called and advised the contractor found more issuesThe contractor had not notified usWe tried numerous times to get the contractors complete breakdown without successThis is a contractor that we do not use very oftenWe were able to locate another contractor that could service the next dayThe independent contractor, Residential SystemsResidential reported the system was low on Freon, they added easy seal, filled the system with Freon and reported no leaksThe system was tested and operating correctlyAdding easy seal to a system is a technique that many contractors use to repair small leaksThis is a proper acceptable repairIf she is still having the same issue with her air conditioner, we encourage her to notify usThe service fee would be waived if the same issue occurs within the Agreement periodWe replace air conditioners or their components on a daily basis when the failures justify it Our notes indicate we received *** ***’s invoice for temp cooling on June 22, and this was sent to our accounting department for reimbursementA representative of this department contacted *** *** and offered as a gesture of goodwill, her $service fee backShe accepted HBRWC apologizes to *** *** for any negative experience she has had concerning her hold time with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer feedback allows our company to serve our customers betterWe will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on July 9, 2016, *** *** reported the fan on the a/c just stopped workingIndependent contractor, *** ** *** ** was dispatched and found the condensing fan motor failedThe company was authorized to replace the fan motorThe contractor was recalled back to the home and found the thermostat is not respondingThe contractor was not willing to swap out the thermostat at this timeThe contractor has been sent to our contractor relations department to investigate and address the contractor*** *** has a direct contact with a managerShe has had the thermostat replaced and her invoice has been received for reimbursementWe have refunded the amount invoicedWe ask she wait approximately business days to receive the check
HBRWC apologizes to *** *** for the experience he has had concerning his hold time with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not always able to provide immediate 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

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the complaint submitted under case number *** by *** ***. We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the
opportunity to review and respond Our records indicate that *** *** placed a claim with us on Friday, June 24, 2016. This claim was dispatched to the independent service contractor Extrodin-Air, LLC. On Tuesday, June 28th, the contractor contacted HBRWC reporting the condensing fan motor had locked up and recommended replacing the failed part. After careful review we have verified that at no point did Extrodin-Air recommend a full system replacement. This claim was authorized and repairs were completed the following day We regret that we will not be offering a replacement air conditioning system at this time. Failure to the condensing fan motor is electrical in nature and can occur at any time, regardless of the age of a system. Our records indicate that this was the first time that the condensing fan motor has failed since *** *** has been a customer with us. We do acknowledge that the inducer blower motor has failed in the past, but this is not the same part as the condensing fan motor. We would also note that this decision was made pursuant to section B-of *** ***’s Agreement when it states, “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” At this time our records indicate that *** ***’s repairs have been completed. We apologize for any inconvenience that *** *** may have experienced while waiting for service. While we are not offering a system replacement at this time, we do appreciate *** *** bringing his concerns to our attention so we may review the matter further. We look forward to serving his future warranty needs Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Tell us why here

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 responsePursuant to page of the Agreement under Plumbing “INCLUDED: Water, drain, waste or vent pipe leaks or breaks” There is no evidence of a leak or break to cause the low water pressureLow water pressure in itself is not a failureWe only cover leaks and breaks in the plumbing linesThe agreement further excludes restrictions such as mineral and chemical deposits as well as insufficient capacity also located on page under EXCLUDED: “any loss arising out of a condition of mineral or chemical deposits (except water heaters), water residue or insufficient capacity” We again apologize we did not notify her soonerDue to this, *** *** was refunded her service fee Sincerely, Office of the President Home Buyers Resale Warranty Corporation