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 July 9, 2016, *** *** reported the pilot light will not stay litIndependent service contractor, Qualified Heating, Air Conditioning & Appliance was dispatched to the home and found the water heater is leaking from the bottom and needs to be replacedThe contractor was authorized the labor and disposal of the old water heater and the new water heater was ordered HBRWC is responsible for basic install of the replacement water heaterThere are times when modifications need to be madeThe contractor reported the flu venting, water lines and the gas line needs to be modified to accommodate the new water heaterIf *** *** would please refer to her Agreement under the Terms & Conditions, E- “When replacement equipment of identical dimensions is not readily available, we are responsible for installation of like-quality equipment but not for the cost of construction or carpentry made necessary by different dimensions.” It is not noted that the contractor stated these were code upgrades required by federal regulations in order to replace the water heaterIf a representative told *** *** this, we do apologize 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 value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: 2-Home Warranty has sent the same service times since October to fix the fridgeEach of the times *** *** attempted to fix the leaking fridge they provided a different diagnosis*** *** has taken apart this fridge from the inside and the first times they did so, they never said anything about the insulation being damaged, nor droppedIt is very suspicious that on the 4th and final attempt by *** *** Services to fix this fridge that they claim the fridge has damaged or dropped insulationThe fridge has been leaking since October, and *** *** misdiagnosed and did not successfully fix the leak, and this resulted further damage to the fridge2-Home Warranty needs to fix this fridge and honor its coverage, since not correctly fixing an appliance like a fridge will cause further damage to the appliance2-Home Warranty is held responsible for repairing this leaking fridge.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/15) */
The Office of President at *** ("***") is in receipt of the inquiry submitted under case number XXXXXXXX by ***We have located Ms *** Limited Home Service Agreement and applicable claim
Thank you for the opportunity to review and respond
We regret that we were not able to locate the letter that Ms.*** submitted on *** 20, If this letter was sent via mail, we would note that it can take up to weeks for such letters to be received by the appropriate partiesAt this time, we request that Ms.*** submit an invoice for the $that she paid for repairs to *** Alternatively, this information may also be sent via fax to***
Upon receipt of this information we will review contact Ms.*** within hours to discuss how *** will be proceeding*** would note that it is our attention to offer coverage for the repairs that were performed, however, we do require a copy of the invoice from Ms*** contractor to make a final repair decision
We sincerely apologize for any frustration or inconvenience that may have occurred during the claim handling process*** strives to provide fast, reliable service and anything less is unacceptableWe will have this matter evaluated internally, and we thank Ms.*** for bringing this to our attention
Sincerely,
***
Office of the President
***
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
***Document Attached***
I have e-mailed the address provided by the business and attached the invoice for the repairs to the e-mail as well as included it hereAd you stated in the response, I will expect to hear from the company within hours
Final Business Response /* (4000, 11, 2015/07/07) */
The Office of the President at *** is in receipt of the rebuttal submitted by *** ***We do apologize for the delay, as we regret the email with the invoice that *** *** sent us directly did not go throughAt this time we will be reimbursing the $that *** *** paid to the contractor OC Residential SystemsShe may expect a reimbursement check in the mail within the next 7-business daysWe thank *** *** for bringing this to our attention and look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
***
Final Consumer Response /* (2000, 13, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check has been recievedThank you for making it right

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 January 4, 2017, Mrs*** reported her heat pump is not blowing hot air*** *** was dispatched to the property and reported the condensing coil is leakingThere was a cost of $for the recovery of the Freon and the disposal of the coil that the Agreement does not coverThis is an out of pocket expense to Mrs*** that are paid directly to the contractor and must be accepted before the condensing coil can be orderedOn February 6, 2017, Mrs***, called in and accepted these costsThe representative noted that she did accept these charges but the representative failed to submit the bill of material to our purchasing department to order the coilThis error was caught when this notice was receivedWe have sent this to our coaching and development team so the representative may learn from her mistakeThe condensing coil has immediately ordered and received by the contractorA representative of this department called and spoke to Mrs*** and apologized for the errorThe out of pocket costs that normally are not covered under the agreement were picked up by us as well as Mrs***’s service fee reimbursedIt was explained it is now between her and the contractor to schedule the install of the condensing coilA Phone number was given to Mrs*** to contact us if there are any further issues
We do openly apologize for the delay that was caused by any employee assisting with Mrs***’s serviceWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short
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”) that became effective March 30, and applicable air condition claim
Thank you for the opportunity to review and respond Our records indicate on May 27, 2016, *** *** reported his air conditioner is not workingIndependent service contractor, Low Country's Best Heating & Cooling was dispatched to the home and found the system lbslow on refrigerant and topped it offAir Conditioners can lose some Freon over a period of time, much like a tire and still not have a leakLow Country’s Best was recalled back to the home because the air conditioner was still not reaching the customers desired temperatureThe technician reported he checked all components and nothing has failedThe system is running fineThe condensing unit is up against a fenceHe informed *** *** that this is an older unit and should be cleaned to run more efficientlyIf *** *** would please refer to the Agreement in the Terms & Conditions 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.” *** *** states to the Revdex.com, it has been over a degrees and he cannot get the inside temperature below degreesOn average, an air conditioner in good working condition is designed to lower the temperature of a home’s air by about degrees or soThere are many other factors that determine this, to name a few; Cleaning and maintenance, the amount of in and out of traffic you have, shade trees, insulation of the home, type of windows, humidity, air flow through the home and the size of the air conditioner It is not HBRWC policy to give out the list of the independent in network contractorOur dispatch system is set up in such a way where the next available contractor is dispatched to the propertyThey are allotted so many dispatches per day as to not overwhelm themThe independent contractors do not want HBRWC to be giving their names and phone numbers out as this would create additional calls into their officeSince they do not have a dispatch from HBRWC, they would have to decline the job or charge the customer retail cost We regret we would not be sending out a second opinion when there is no mechanical failure foundThe contractor reported no failures to the system but it should be cleanedCleaning is an out of pocket expense to the customerIf after his review of our explanation, if *** *** is still considering canceling his Agreement with HBRWC, he may send a written request to [email protected] Agreement would be canceled as stated in section F-of his Agreement, which states: “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charges” HBRWC would like to apologize for any inconvenience *** *** may have experienced concerning the contractor or the customer service he receivedWe would like to thank *** *** for bringing his concerns to our attention as we do take these matters seriously. We do value his business and hope he reconsiders cancelation Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: The fixture was broken in December week when I tried to change bulbs.I did not say I would find a third party contractor.2-should send a contractor to fix the broken fixture
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by *** ***. Thank you for the opportunity to review further
We would refer *** *** to our previous response, this is a countertop microwave with a trim kit to give it the built in lookPutting a trim kit around a countertop microwave does not make the microwave built inA ‘true’ built in microwave does not use a trim kit, it is not designed to be able to sit by itself on a counter top and it can only be installed in a cabinet or wallThe *** website advertises this microwave as a countertopTo give *** *** an example of a true built in microwave, he can view the *** model *** which will give him an idea of a true built in microwaveThere are no ‘trim kits’ for it as it was designed to be installed in a cabinet/wall
We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decision
Sincerely,
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 ***, and find that this resolution is satisfactory to meIt is the only option I haveI was aware that the water damage would not be fixedMy issue was t was made worse by the technician and the fact I had to wait over a month due to his incompetenceI appreciate the fact they finally allowed the new contractor to fix the issue and I am not waiting for the part to come in.
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the additional rebuttal submitted by Mrs***
Our contractor relations department contacted the contractor to see why the heat kit has not been installed. The contractor apologized and said he will call Mrs*** to scheduleA call was placed to Mrs*** and the contractor had scheduled for December 1, On December 2, 2016, a representative of this department contacted the contractorThe contractor reported the heat kit has been installed and the refrigerator is operating correctlyIf Mrs*** has the same issue within the Agreement period, we encourage her to notify us directlyThe service fee would be waived if the same issue occurs within the Agreement period
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/17) */
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 *** ***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
Our records indicate that *** *** first contacted HBRWC to place this claim in the late afternoon of June 15, The independent service contractor went to the property on the following dayWe do apologize for any inconvenience that *** *** may have experiencedAt the same time, we would note that *** ***'s Agreement does state on page that, "A service contractor will schedule a time during business hours to diagnose and repair your covered item; under circumstances, our service effort will be initiated within hoursIn cases of emergency, we will expedite service and attempt to initiate service within hours." HBRWC did successfully have a service contractor evaluate *** ***'s air conditioning within the business day after the claim was placed
We acknowledge *** ***'s questions regarding the contractor's diagnosisWhile at the home, the contractor checked the indoor and outdoor equipment for possible leaks or electrical failures that would cause the system to malfunctionThe service contractor also checked the temperature differential of the homeAfter performing this work, HBRWC received the report that the system was cooling to its full capacity, and that the home was F at the time of serviceAs such, there were no mechanical failures found and HBRWC did not require photographs be submitted
We regret that sometimes, in occasions of extreme temperatures an air conditioning system may run correctly with no mechanical failures, but still not be able to keep up with cooling demands for a propertyThe state of *** *** has experienced record breaking temperatures this summer and is warmer than usualPer the information that HBRWC has, the air conditioning equipment in *** ***'s home is the correct size and does cool to *** ***'s desired comfort level when the temperatures remain in the mid-90s or lowerHBRWC covers for mechanical breakdowns that occur due to wear and tearAs *** ***'s air conditioning system currently does not have any such failures, we would not be able to offer assistance at this time
We would like to thank *** ***'s for bringing her concerns regarding the professionalism of the contractor that was at the propertyHBRWC strives to provide fast, professional service and anything less is unacceptableWe will have *** ***'s concerns regarding the contractor writing her payment information down on a notepad addressed
We regret that HBRWC will not reimburse *** ***'s service fee at this timePer the 'Who Pays What?' section of the Agreement, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call." This fee is due regardless of whether or not repairs or made or the eligibility of the claim
We would like to thank *** *** for bringing her concerns to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My house was degrees because I have to have it set at to get it that cool and I told the contrcator thatAnd the only reason I got a contractor sooner was because your first contractor wouldn't answer my emergency call and I demanded a new one
Final Business Response /* (4000, 9, 2015/08/14) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Ms***We would like to thank her for providing this additional informationIf she believes that there is a failure to her air conditioning system, we will be happy to dispatch a service contractor for further evaluationThis would be a recall visit, so no service fee would we owedShe may request this service by calling *** We would note that this was offered previously, but Ms*** did not schedule with the alternate service provider that was dispatched
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 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 Miss *** reported her furnace smelled like it was burning, she turned it off and now it won’t turn back onThe independent contractor, *** *** was dispatched and reported on January 4, 2018, the system is a ton Heat Pump Package unitThere is an electrical short that took out the thermostat and the auxiliary heatThe compressor is worn and no longer pumping efficient*** *** recommended to replace the Package unit*** *** wanted to supply the unit but there cost to supply is twice as much as our costThis is due to the high volume of HVAC equipment 2-HBW purchases; our costs of the HVAC equipment is much lower than retail costThe needed information/specs was acquired from *** *** to place the orderOn January 12, the Package unit was ordered and approved to be delivered to *** *** shopOn February 6, Miss *** called in and advised that *** *** sent the Package unit back because it was not delivered with a lift gate*** *** had not told us about thisPurchasing called *** *** and offered to reorder the unit using a trucking company that will take it off the truck for them or they could pick the unit up locally at the supply house*** *** request the trucking company deliver itThen on February 28, *** *** notified us that they received a side discharge package unit and they needed a package unit that is over/under in order for it to fit the ductworkThe representative let *** *** know that they requested a side discharge package unit at the beginning of the claimOn March 31, Purchasing ordered from our supplier, ***, an over/under unit using their model number data sheetAgain *** *** called and said *** sent a side dischargeThe Purchasing agent contacted *** and emailed the model number data sheet they provided us showing the unit we ordered is an over/under unitThe *** rep was to get back to the Purchasing agent after their reviewThe *** representative called purchasing back and advised they do not manufacture over/under and they will be revising their data sheetWe checked our other major suppliers, *** and *** and none of them manufacturer over/under package units2-HBW authorized *** ***’s to supply and install a seer over/under *** package unit and to call Miss *** to schedule for installThis is a significant upgrade to what Miss *** had
We acknowledge that there were opportunities to provide Miss *** better serviceThe following delays were preventableWhen the contractor originally ordered a side discharge rather than the over/under dischargeWe do depend on our contractors to provide the most specific details when ordering equipment2-HBW orders what the contractor’s requestIn addition, most HVAC contractors have a lift to remove heavy equipment off a truckWe did not know that *** *** did not own oneFinally we also depend on our supplier, *** to give us the correct model number data sheet when placing the orderUnfortunately these orders were incorrect and we apologize for this delayThere are some things that are out of our controlWe had no control over the above delaysThis is stated in the Agreement’s 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.”
We apologize to Miss *** that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer service
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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 November 10, 2016, Mr*** reported the handle of the faucet was brokenThe contractor reported someone used force and broke off the screw holding the handle on the kitchen faucetThe claim was determined not eligible for coverage due to excessive force is not wear and tearPer 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 representative spoke with Mrs*** that the claim was not eligible for coverage
In Mr*** desired settlement, he is requesting compensation for time wasted waiting for the dispatched contractorThe contractor has been sent to our contractor relations department to address his unprofessionalismWe regret we will not be offering compensation to Mr*** as we are not liable for such expensesThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” As a goodwill gesture, we have reimbursed Mr*** his service fee due to his dissatisfaction with the contractorsIt will take approximately business days to receive the check
HBRWC would like to apologize for the inconvenience Mr*** may have experienced
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 meHowever, please see my notes below.It is frustrating that a paying customer has to get their real estate agent involved before a claim that is covered by your warranty will be approved and repairs authorizedAdditionally, 2-WAS informed that the pipe broke, but your employees are so poorly trained in taking decent records of their calls with contractors and customers that your written records don't accurately reflect what happenedIf you listen to your call recordings, you will hear that BOTH the plumbers and I informed you of the pipe breakMoreover, rust is NOT mineral or chemical deposits - basic research will reveal thisDo your doggone jobs and provide the service customers pay forFinally, I'm a womanYou saying you value "his" business just goes to show the incredible lack of detail your company puts into its work and services for its customers
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/10) */
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received *** ***'s InquiryThank you for the opportunity to review and respond
Our records indicate that *** *** requested
service for his air conditioning system on July 10, *** *** requested to use his own, out of network service contractor, *** *** On July 12, A/C *** reported several rusted cracks in the heat exchanger and the compressor windings had failed causing fuses in the system to blowGiven the extent of failures, the service request was denied as a the failures existed prior to the effective date per Terms and Conditions #of *** *** Limited Home Service Agreement ("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."
*** *** disputed the denial by sending in his home inspectionThe home inspection advises of an inadequate temperature split of degrees and recommends a qualified HVAC technician service the systemThis system not being able to hold an adequate temperature is clear sign that there was an issue prior to the effective date of *** ***'s AgreementHBRWC asked *** *** if he had a qualified HVAC technician out and he stated he did notAs there was an indication of issue on the home inspection prior to the effective date of the Agreement and the home inspector's recommendation was not followed, HBRWC held on the denial of the service request
HBRWC does not comment on the opinions of third parties such as the home inspector or the service contractorSection B-of MrPrices Agreement states: "We solely determine whether covered systems or appliances and their components will be repaired or replaced..." At this time, it is the decision of HBWRC that *** ***'s claim will remain denied
HBRWC thanks *** *** for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The failure of the compressor windings and the effective blowing of the fuses is a failure that can occur in any unit, no matter the ageThe temperature split observed at the time of home inspection is not indicative of a problem with the unit, but simply of its performance at the time of inspectionThe cracks in the heat exchanger along with observed rust are an indication of long term wear, and the denial of that claim is perfectly reasonableI reject 2-Home warranty's denial of the claim for the compressor, and do not accept their assessment of the problemIf they do not want to cover units that exceed a specific temp split criteria at the time of home inspection, it should be written into the contract so that consumers are aware of the criteriaOtherwise, the home warranty should be upheld
Final Consumer Response /* (4200, 11, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The heat exchanger has no bearing on the failed compressorThe heat exchanger is not disputedI do not appreciate the two issues being conflatedThe windings on the compressor failed after the home warranty had taken effectThe claim by 2-Home Warranty that the home inspection found the unit to not be in good working order is falseThe home inspection specifically stated the unit was functional at the time of inspectionNo where did it say on the home inspection that the temperature split observed is indicative of the unit not workingThe temperature split deemed inadequate by the home inspector could be based on several environmental factors at the time of inspectiondegrees is not great, but the fact it was able to produce a degree spit on a hot humid day in the summer (degrees and cloudy), in an empty house, is indicative of the unit being in good working orderThe recommendation to have it inspected by a HVAC technician was simply that, a recommendationAgain, the home inspector never claimed the Cooling function of the unit was not in good working orderThe unit failed after a month and a half of owning the house and using the unitThe unit was perfectly capable of cooling the house, so I had no reason to have it serviced2-Home Warranty has failed to cover the unit as agreed upon in the home warranty
Final Business Response /* (4000, 13, 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
As our previous response indicated, Mr***'s home inspector specifically recommended that a qualified HVAC technician evaluate his systemMr*** did not follow this recommendationThe testing performed did not meet industry standards for a functioning unitOn a humid day in which the high was F, a correctly working air conditioning system without failure would have been able to create a temperature differential in the 15-F rangeMr***'s unit did not do thisThus the home inspection - which indicated the system was not in working order - does not provide enough information for this denial to be overturnedWe will not offer coverage for any portion of this claim
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/14) */
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 Ms***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We regret we will not be able to offer coverage for replacing Ms***'s DryerAt this time, Ms*** has not reported a mechanical failure to her Dryer, and pursuant to section of her Agreement: "We provide service for covered systems and/or appliances that: do not operate correctly due to wear and tear."
The replacement washer which was offered, a Frigidaire model FFFS5115PW, matched the features of Ms***'s failed washerMs*** herself verified this when she accepted the orderSection B-of the Agreement states, "We are not responsible for upgrades or matching color or brand."
We apologize for the brief delay that Ms*** experienced while waiting for the replacement washer to arriveThe unit was not available readily in her area and had to be shipped from another locationSection B-of Ms***'s Agreement does state that, "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." HBRWC attempted to obtain tracking information on this equipment, however this was not provided by the supply house ** ***
Our records indicate that on August 20, an independent contractor verified that the replacement washer had been delivered and its installation was completedWe appreciate Ms*** bringing this to our attention as we do take these matters seriously, and we look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

(The consumer indicated he/she DID NOT accept the response from the business.)
That response is not acceptable to meTheir quote of..."When it is necessary to open walls, floors or ceilings to perform a covered service, we will restore surfaces to a rough finish only."
does not address opening walls, ceilings, etc...to diagnose a problemIf the company approved the opening of the hole in order to assess the issue, they should be required to restore the home to the pre-assessment state regardless of if a repair was done or notIf repair of the hole is not covered, then they should not give approval to the contractor to create it.How is it right to have a contractor tear up a person's home and then say, too bad to the homeowner, you repair that damage
Furthermore, two of their empolyees told me over the phone that the repair would be covered
Second, the contractor's invoice to me says the leak was located at the site of the strainer, but it does NOT say the strainer failedThe warranty co refused to show me any such language
The leak was repaired by a licensed plumber who did not have to replace the strainer or the pipes
So I remain suspicious of 2-10's interpretation of the issue
Furthermore, when I spoke to a "supervisor" at the company, she told me I had NO appeal rightsI asked to speak with her supervisor, she told me I was at the end of the line and nothing else would be done for me unless I contacted the corporate officeYes, they offered $to go TOWARD the repair, but they haven't even given that
My voice messages may have been full, but the company has my email address, which they used to tell me that they would not pay for the holeIf they wanted to discuss this, they could have emailed me
Finally, I sent an email to their CS dept last month requesting to cancel the warranty and today I see they are charging my acct anyway
What good is having a warranty when the warranty co finds a reason not to repair anythingIt wastes my money to pay $for a service call to assess the problem and then pay more money to fix it and pay for the warranty which never fixes anythingPlease have them cancel my warranty as I requested...The ignore you until you go on social media or file a Revdex.com complaint...My fist complaint over the phone was completely ignoredI had to call back and complain againThat time I was again told it would be covered, but then got an email to the contraryEven the employees are confused about what is covered and what is notI was instructed to send an email to CS and they would send a contractor to fix the holeI sent the email,attached below, and they responded with the second attached email(** *** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr***Thank you again for the opportunity to review and respond HBRWC does not require all items that are eligible for coverage to be inspected by an independent inspectorOnly in cases where the homeowner is disputing the denial of their service request may documentation be requestedWhen these situations arise, we ask for official dated documentation such as home inspections, invoices for work completed, etcThis is because official documentation provides more definitive evidence than written or oral statementsHBRWC has no record of receiving pictures of the washer and dryer from Mr***As we stated in our previous response, the independent contractor, *** *** Services, reported numerous failures that would have taken time to developGiven this information, it is clear that the unit was not in good and safe working order at the beginning of the service period HBRWC reviews home inspections that have varying levels of thoroughnessWe would have no way to know a unit or system was not tested during a home inspection without reviewing itAgain, HBRWC must advise that the home inspection was only requested as a recourse for Mr*** to have his service request reviewed with additional informationAs there was no additional information, the service requests remains ineligible for coverage HBRWC respectfully requests the Revdex.com close this case as no additional information has been providedWe thank Mr*** for bringing these concerns to our attention as we do take them very seriously Sincerely, Office of the President Home Buyers Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by *** *** We have located *** ***’s Limited Home service Agreement (“Agreement”) that became effective November 17, and applicable
heating system 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 January 6, 2016, *** *** reported she cannot get the temperature above degreesHalf of the house blows well and the other does notIndependent service contractor, K&J Mechanical LLC (“K&J”) was dispatched to the home to evaluate the heating systemThere has been an addition to the homeThey found the system operated fine but was undersized with the addition of the home*** *** disagreed because they did not do a thorough inspection of the ductworkSince she does not agree with K&J’s diagnosis, she was advised she can get her own opinion*** *** contractor, Point Services states the ductwork is in the crawl space, it is flexible duct, it has holes and is saggingIt is deteriorated and leaking air throughout the entire duct work system and sections of the duct work are collapsed but not sure which sections are collapsedK&J Mechanical LLC was sent back to the home to reevaluate the system and ductworkThey again reported the system is undersized for the homeThe ductwork is not installed properly for the new additionIt needs a supply plenum off of the package unit and would need to run additional lines to the new plenumAdd dampers to all ducts supplying existing home and the new addition for balancing purposesBoth contractors sent in pictures of the ductworkFrom the pictures, there is no indication of holes or rips in the ductwork*** *** had only reported one side of the home has little air flowA portion of collapsed ductwork would create an opening in the ductwork system that would cause the lack of air flowIf *** *** would please refer to her Agreement on Page under Heating; Excluded “Collapsed ductwork”In addition, under the Terms & Conditions B-“We do not perform verification and/or diagnostic testing of ductwork the sealing of ductwork and associated repair costs.” Also Insulation of the ductwork is not eligible for coverage per the Terms & Conditions; “We provide service for covered systems and/or appliances: that “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 since Insulation is not listed as a covered item, it is not eligible for coverageA representative of our department has called *** *** on April 22, and April 26, to discuss this matter in more detailA voice mail was received both times and a message left which also provided a direct contactWe thank *** *** for bringing her concerns to our attention as these matters are taken very seriously. HBRWC values her business and looks forward to hearing from her soonSincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on May 20, 2017, *** *** reported his air conditioner is not coolingThe independent contractor, *** *** * *** was dispatched to the property and reported May 31, online, that the *** compressor has shorted to ground and needs to be replaced*** did not supply the model, serial and part number to order the compressorThere were numerous attempts to get this information from *** without a responseThe information was received on June 16, and the compressor was ordered with an ETA of 6/29/On June 30, 2017, a representative confirmed that *** received the compressorOn July 3, 2017, a representative called ***, and assured her, they will follow up with an appointment date and time with the customer today in the afternoonThe representative updated *** ***Later that afternoon *** called in and advised they did not have the compressorThe purchasing department requested a part updated ETA from *** *** was updated and he requested compensation due to the delay in this claimThe representative advised *** *** per the Terms & Conditions; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.”
*** reported the delivery company *** was to deliver the compressor on 6/29/*** was contacted and stated they have been trying to get a hold of *** to set up deliver but apparently they had a bad phone number*** was notified to schedule with *** for delivery with an ETA of July 14, On Friday, July 14, 2017, a contractor relations representative contacted *** and they advised *** is to deliver the compressor next week*** reported the compressor was installed July 20,
We do empathize how frustrating it can be without air conditioning. We acknowledge that there were opportunities to provide *** *** with better service and we do apologize for this*** delayed the claim when they were being non responsible to the information we requested to order the compressor*** delivery could have notified *** as to why the compressor had not been delivered; this further delayed the claimWe also have acknowledged his statements regarding his customer service experience he receivedWe do take these matters seriouslyThis enables us to make corrections and continue to improve our serviceWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short
This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns for homeownersIt does not provide financial restitution or replace responsibility of homeownershipIn *** *** desired settlement, he is requesting compensation for loss of income and stressAs stated above, Per the Terms & Conditions B-we are not liable for such expensesWe do apologize 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