2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond
Our records indicate on June 26, 2017, *** *** reported the system is blowing warm airThe independent contractor, *** *** *** was dispatched and reported this is an Aquatherm systemThe system is void of refrigerant and there were multiple leaks in the outdoor condensing unitThe technician did not report the indoor coil leaking at this time*** *** was approved to replace the outdoor condenser*** *** reported the condensing unit was replaced on July 27, The air conditioning is integrated in with the Aquatherm air handlerAquatherm is a water source systemThe total cost of replacing the condensing unit was $1,Per the Agreement under the Air Conditioning and Heat Pump “DOLLAR LIMITS PER SERVICE AGREEMENT: * Geothermal and water source system - $1,500.” This means there is $remaining on *** ***’s dollar limit
Then on September 14, 2017, we were notified *** ***’s system was no longer cooling*** *** was sent back to the home and reported this time, the indoor evaporative coil is now leaking and needs to be replaced*** *** was explained the remaining maximum and that she would be responsible for the overage
Concerning *** ***’s desired settlementAll of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWDue to *** ***’s dissatisfaction with *** ***The independent contractor has been sent to our contractor relations department to address *** ***’s concerns*** *** is also requesting that she would like *** *** to waive all costs for laborAny request to waive charges would be with the independent contractor, *** *** and not with 2-HBW
We regret that 2-HBW will not be offering any coverage over the remaining maximum of $as were not liable for such expenses2-HBW has fulfilled their obligations as specified in the Service Agreement
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 January 2, 2018, Ms*** reported her furnace is not heatingThe independent contractor, *** * *** * *** was dispatched to the property and reported by email on January 5, that the primary and secondary heat exchangers are cracked*** * had their cost for parts and labor to repair the furnace for $1,or replacement for $*** * did not provide us with the model and serial number of the furnaceWith both heat exchangers needing to be replaced, we thought it best to move forward with replacement with 2-HBW supplying the furnaceThe 2-HBW supplied furnaces are readily available locally and we have a contractual arrangement with *** * to pick up the furnace locallyOur cost for the furnace and labor is $which is $2,less than *** *However we still needed the furnace information from *** * to make sure we order the correct furnaceThe parts research department called *** * and they requested we email them the information and they will get back to usMs*** was updated that we were looking at the possibility of replacementOn January 9, we still had not heard from *** *, Parts research again called *** *The office manager advised she just left the office and she will look into this, when she gets back inA follow up email was sent to herOn January 10, *** * reported online, they needed an 80k BTU ton furnaceThis was still insufficient informationA representative called *** * but there was no answer or voice mailAnother email was sent to *** * requesting additional informationOn January 11, *** * replied by email with the model and serial number of the existing furnace and there recommendation model number of a new furnaceA comparable 80% efficiency furnace was ordered for *** * to pick up locallyThen it was found by the existing model number that Ms***’s furnace is a 92% efficiency furnaceA comparable 92% efficiency furnace was immediately ordered*** * has reported that the furnace has been replaced
Ms*** advised that *** * could pick up the furnace and do the repair the next day if they suppliedWe would like to let her know that most furnaces that 2-HBW supplies are available for next day pickup locally when the contractor does not request the furnace be shipped to their shopAll of the network contractors are aware of this*** * could have given us the necessary information to order a comparable furnace for next day deliveryWe do require all of the independent contractors to provide our customer’s fast serviceWhen there is a cold snap throughout in an area, this is not always possibleThe independent network contractor’s experience an unusually high volume of calls and they cannot always respond in the time allottedAll of the contractors that are utilized by 2-HBW are independently owned and operated and not employees of 2-HBWWe cannot tell them how to conduct their businessThere are some things that are out of our control as stated 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.”
2-HBW does not purchase inferior equipmentOur major HVAC suppliers are Lennox, Carrier and Goodman and they all carry a minimum year manufacturer’s warranty
Also in Ms***’s desired settlement she is requesting to waive the out of pocket costsThe out of pocket expenses are paid directly to the independent contractorThese funds are kept by the contractor and not transferred to 2-HBWShe can discuss these costs with *** * as 2-HBW is not liable for such expenses
We apologize to Ms*** that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer serviceHer feedback allows our company to serve our customers better
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 Mrand Mrs***. Thank you for the opportunity to review further
Our records indicate the contractor completed the replacement on October 30,
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/25) */
The Office of the President at 2-Home Buyers Warranty of ***, Inc("2-HBW") has received 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 *** *** experienced during the claim handling processOur records indicate that on June 12, 2015, a Friday, an independent service contractor, *** *** *** *** was dispatched to service the main floor air conditioning systemOn Page of your Limited Home Service Agreement ("Agreement") under "How do I request service?" it states, "We will contact an authorized, independent service contractor within
hours during business hours and within hours on weekends and holidays to assist in evaluating your request"We apologize for the miscommunication regarding a service contractor contacting you within hours without anticipating the upcoming weekend
After 2-HBW received notification from the homeowner, ***, who had not heard from *** therefore, the dispatch request was resubmittedFour hours later, 2-HBW reassigned the service request to another contractor, *** *** & *** *** *** *** after it was reported that *** had still not made contactAn hour later, 2-HBW received a request to locate a different service contractor as Pride was unable to service until the following weekDue to the extreme temperatures in *** ***'s area, service contractors experienced a dramatic increase in volume for service requests and were not always able to service as quickly as normalThe dispatch was reassigned to a new service contractor, ** *** *** *** *** *** who visited the home on June 18,
** *** provided a diagnosis on the air conditioning system indicating a refrigerant leak in the evaporator coil and was five pounds low on Freon, so the coil needed to be replacedThere were out-of-pocket costs associated with this replacement that totaled $that needed to be accepted by the homeowner, as the tenant, *** ***, had directed 2-HBW to contactAfter the non-covered costs were accepted on June 22nd, 2-HBW proceeded with the equipment order with the supplierAn estimated time of arrival to the service contractor of business days was given at that time
Per the Terms and Conditions of the Agreement, section B-states, "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."
Our records indicate that a separate service request was initiated for the secondary air conditioner on June 24, ** *** reported that the control board had shorted out and needed to be replacedAn estimated time of arrival for the part was business days2-HBW does not have control over the scheduling of the independent service contractorAdditionally, the service contractor schedules an appointment to install the part after it is received from the supplier
In reference to ** *** attire and vehicle, they are service contractors who work independently for a company separate from 2-HBWWe obtain license and insurance information from the qualified service professionals to work with 2-HBW; owning a company website and having online reviews is not a requirementWe apologize that ** *** had not made contact regarding an appointment and this will be investigated internallyAdditionally, we acknowledge *** ***'s concerns regarding the unsatisfactory experience he had with the representatives and supervisor at 2-HBW and this will also be investigated internally
Our records show that repairs to both air conditioning systems have been completedAgain we apologize for any frustration that *** *** experiencedDue to the delay that occurred, our company has reimbursed the $service fee, as well as an additional $reimbursement towards hotel stay
We thank *** *** for bringing this to our attention so we may evaluate the matter further and 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”)Thank you for the opportunity to review and respond
Our accounting records indicate in August 10, 2017, *** ***’s called in to update her credit card and make her paymentOn August 14, 2017, when the credit card number was ran, it was rejectedAn accounting representative called *** *** and received her voice mailShe left a message to let her know this and to give her a call back to verify the card numberThe representative left her direct lineApparently *** *** did not receive this message as accounting did not hear back from *** *** right awayTherefore the August and September payments had not yet been paidWhen her credit card was updated, the payment resumed and *** ***’s credit card was billed for October and November instead of August and September*** ***’s account was not overchargedWe regret we will not credit the month that *** *** feels came from human errorThe Agreement is a binding contract and the pricing was agreed upon in advanced
We apologize in advance to *** ***, if accounting did not clearly communicate with her and if an accounting representative was being rudeThis matter is being investigated internally
Sincerely,
*** ** *** ***
*** *** *** *** ***

Complaint:
I am rejecting this response because:I will call their new contractor and setup an appointmentMy inlaws are visiting and I was not going to schedule during their visitAfter reading the below response it is clear we are spinning in circles and are going to need Revdex.com involvementI am not sure what the detailed statements about checklists are, but the contractor did have notes to comment on the cleanliness of the house and unitThe contractors did not give me anything except for their invoicesI do understand that 2-is trying to duck and cover but I'm telling you what I saw, and what's more, *** wrote it on his invoice after I pointed it out.I respectfully dispute their respectful dispute about my comment about them calling in a second opinionThe first contractor told me that 2-did NOT want to send him back to the houseSo 2-is welcome to respectfully dispute whether or not it is factually a "good morning" or a "second opinion" but a second opinion it isSincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***I did send in a receipt for the Fan I had to install, and since that time I have not been paid back for repairs that I had to do when I am paying for a warranty to do the workalso It should not take over a month to get simple results from a contractor that you are paying forI still expect to be paid as promised for the fan I had to do, when I am paying a warranty company to perform the workI also want to be paid in full for the first contractor who did nothing when dispatched to my residence, and they never gave the company a answer as to the work they said they did

Initial Business Response /* (1000, 10, 2015/08/21) */
The Office of the President at Home Buyers Resale Warranty *** is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Ms***'s Limited Home Service Agreement ("Agreement") and applicable
claim
Our records indicate that on June 26, Ms*** placed a claim through our automated system, stating that a pipe was leakingWhen Ms*** did so, she implicitly accepted that a service fee would be due to the service contractor per the 'Who Pays What?' section of her Agreement when it states, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service callThe service fee is due when the service contractor arrives at the home."
This amount is due, regardless of whether a claim is eligible or notWith this said, we do acknowledge that had Ms*** spoken with a HBRWC customer service representative, we would have recommended she not place this claimWhile the independent service contractors utilized by HBRWC do not make coverage decisions, Ms***'s report indicates that this contractor was aware that this claim would not be eligible in advance and had an opportunity to either advise Ms*** of this, or recommend that she contact HBRWC to discuss her failures further prior to the appointment time
For this reason, we do agree to reimburse the service fee to Ms***This check will be mailed to the property address; she may expect it to arrive within 7-business days
We would like to thank Ms*** for bringing her concerns to our attention so we may evaluate the matter furtherWe look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty ***
Initial Consumer Rebuttal /* (2000, 12, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:I have been in contact with the plumbing company's insurance company in Florida and they are now awaiting a response from 2-Warranty I have been informed by the insurance company that because 2-Warranty contracted with this Florida plumbing company to provide service to me, "the client", they are responsible for filing the claim2-Warranty company, to date, accepts no responsibility to the damage done to my propertyPrior to contacting 2-about the damage to my property, I contacted my own insurance company, and they felt that the damage was the responsibility of 2-Warranty as well.In 2-Warranty's terms and conditions, they state that they contract for service with ONLY licensed and insured contractors, but, for some reason, it was okay to send out an unlicensed plumber because it was just for a toilet If I had decided to reach out to a contractor other than the one that they were to send out for service, that contractor would have to have proof of a license and insurance submitted to them prior to the service date. As stated above, it is 2-Warranty's responsibility to file claim with the plumbing company's insurance company; it cannot come from me, "the client", so therefore, nothing has been resolved.
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
respond
Our records indicate on April 29, 2017, it was reported “online” the air conditioner is short cyclingThe independent contractor, *** *** was dispatched and reported the control board shorted, blower motor shorted and the capacitor shorted*** *** were authorized and the parts were orderedOn May 18, 2017, *** ***, advised *** *** has not received the parts yetThe representative confirmed they were delivered on May 8, She called *** *** and left a message*** *** became non responsiveThe claim was sent to our escalations departmentThe representative assigned to the case spoke to *** ***He requested to use his own contractor due to the poor experience he had with the first contractor and no shows on the other On June 7, 2017, *** ***’s invoice from his contractor was reviewed and the full amount was approved for reimbursementIt does take approximately business days from when the amount is approved, sent to accounting, processed and mailedOn June 29, 2017, *** ***’s service fee was approved to be reimbursed as to the first contractor, *** *** unprofessionalismThe contractor has been sent to our contractor relations department for an internal investigation
The independent contractor, *** *** dropped the claimIssues like this are out of our controlPer the Agreement under the Terms & Conditions B-9; “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 place high standards on the independent contractors that we utilizeWe expect them to provide our customers fast, reliable, professional serviceHowever, when issues such as this occur we will promptly do everything possible to expedite the repair
In *** ***’s settlement he also requests a refund for the warranty to his realtorHBRWC apologize to *** *** for the experience he has had concerning this claimWe work very hard to prevent situations like thisIf *** *** is still considering cancelling his Agreement with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [email protected])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
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
Per the Agreement under the Terms & Conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” This means we would not be responsible for the food loss or supplying a temporary refrigerator
We are understanding of *** *** circumstanceAs a resolution, HBWRC offered a comparable replacement buyout for his refrigerator since he has already had it replacedA call was placed to *** *** and he accepted our offerWe respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: When we called in no work had been doneIf we were in fact being overcharged and would not have been completely reimbursed that would have been the perfect opportunity for 2-HBW to let us know that
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
respond
Our records indicate on May 25, 2016, *** *** reported online the air conditioner is not blowing cold airThe independent contractor *** *** *** *** was dispatched and found the system was low on refrigerant and added leak seal as a precautionAdding leak seal to a system is a technique that many contractors use to repair a leak permanentlyThis is a proper acceptable repairIt can repair leaks in copper as well as aluminum coilsLeak Seal can be used in almost all cases, this option can be effective in sealing a system for up to years preventing the need for replacement
*** *** Agreement expired on June 4, and she decided not to renewWe had not heard back from her until September 10, The contractor had added the leak seal on June 3, The recall period is for days after the Agreement has expiredThis is explained on page of the Agreement under What is the 2-HBW Service Guarantee? “Service performed within the last days of the
Service Agreement will be guaranteed for days.” This was past the day period
A supervisor called *** *** to address her concernsHe received a voice mail and left a voice message requesting to call backHe will be happy to discuss this with her
HBRWC would 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
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 January 7, 2017, *** *** reported online, her oven is not heating up to the correct temperatureThe independent contractor, *** Home Service was dispatched to the property and found the thermostat had failed*** was authorized to replace the thermostat*** reported on line that they completed the work on February 8, On February 21, a request for a recall was sent to *** to revisit the homeOn February 22, 2017, *** *** called in stating the *** had missed there appointmentThere was a call placed to *** and the office manager explained the technician had a family emergency and they would not be able to make it out for weeksWe were not able to locate another network contractor to service in a timely mannerWe do regret that on occasion, this does occurWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-“If 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," *** *** advised us she was not able to locate a contractorOn March 2, 2017, our dispatch department located a network contractor to serviceThe independent contractor, *** *** *** was dispatched to the property and reported the control board has burned outIt was found the control board is no longer available but it can be rebuiltThe contractor refused to follow the process of having the control board rebuilt even though they have contractually agreed toThe contractor was sent to our contractor relations department to address thisWe were not able to locate another contractor to pull the boardIt was decided to offer *** *** a buyout and she accepted
A board rebuild is a simple process where the contractor pulls the board and it is mailed to *** will find the root cause and repair the failureFurthermore they will assess the condition of the board and address other problematic issues including replacement of failure prone components and reworking of suspect solder joints as a preventative measureAfter the board passes a full functional test, it is mailed back to the contractor*** backs their work with a year warrantyThe turnaround time is to days
*** *** states her oven had not worked since the original claim dateHBRWC was not aware of this and we had not heard any differentWe assumed the thermostat that *** reports they had replaced, had repaired her oven*** has also been sent to our contractor relations department to be addressThere are instances where an independent contractor will drop a claim, miss appointments, etcOther times where we do have difficulty locating a contractor to service a customer in a particular trade in a timely mannerLabor issues like this are out of our controlPer the Agreement under the Terms & Conditions B-10; “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.” However, we will promptly do everything possible to expedite the service/repair
We would like to apologize for any inconvenience and delay *** *** has experiencedHBRWC is committed to providing superior home warranty protection and customer service. Her concerns enables us to make corrections and continue to improve our serviceWe value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* *** ** *** */
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 Mr***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We appreciate Mr***'s feedbackHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have this matter evaluated internally
HBRWC sincerely apologizes for the delay that Mr*** has experienced during the claim handling processOur records indicate that on May 26, the independent service contractor reported that Mr***'s air conditioning system had a leak at the condensing coil, service valves, and accumulatorHBRWC approved to have the outdoor condensing unit replaced, and ordered equipment on May 28,
On June 2, HBRWC was advised the equipment was not available yetHBRWC contacted the supply house who stated that the part had shipped, but that when the delivery truck went to the contractor's shop, there was nobody to sign for the delivery so this unit was rejectedWe apologize for the miscommunication that caused this error
The supply house agreed to keep Mr***'s order in place for the contractor to pick upOur records indicate that as of May 9, this equipment was availableHBRWC is currently in active communication with the contractor to facilitate the pickup of equipment and completion of repairsWe will continue to work towards completion and installation of the new unit
We again apologize for any inconvenience that Mr*** may have experiencedWe appreciate Mr*** for bringing this to our attention so we may review the matter further
Sincerely,
Rachel Reeves
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 do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular trade in a timely mannerThis can also occur when temperatures increase significantly in an area, the independent contractor’s experience an unusually high volume of calls and are bookedWe do apologize for this inconvenienceThis is described 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, but they must call us for authorization prior to performing service." Even though this is stated in the Agreement, the guidelines for using a contractor out of our area were not explained to *** ***With this being said, we have reimbursed *** *** $It will take approximately to business days to receive the check
We do apologize for any frustration or inconvenience that *** *** may have experiencedWe value his business and we look forward to serving his future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***

Initial Business Response /* (1000, 6, 2015/06/22) */
The Office of the President at 2-Home Buyers Warranty of ***, Inc("HBWVA") is in receipt of 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 apologize for the delay that Mr*** experiencedWhile HBWVA makes every attempt to have preferred service vendors in every area, there are occasions where a contractor is not readily available to offer serviceAfter attempting to contact "in-network" contractors in Mr***'s area, HBWVA did request that Mr*** obtain his own service contractor per section A-of the Agreement which states, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured."
We apologize for this inconvenienceAt the same time, we would note that at the time of service, the contractors in Mr***'s area that HBWVA contacted were scheduling an appointment for a week or more in the future
While we do reserve the right to a second opinion, we would note for Mr***'s future reference that this primarily refers to instances in which a customer chooses to use their own service contractorHBWVA very rarely will exercise this right in an instance where we request a homeowner obtain their own service contractor
On June 19, HBWVA received a report from the contractor that Mr*** obtained that there was a restriction in the condensate drain line which needed to be clearedHBWVA authorized to pay the contractors quote of $222.50, waiving the $service fee that Mr*** would have been responsible for
We thank Mr*** for bringing this to our attention so we may evaluate the matter further and look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
2-Home Buyers Warranty of ***, Inc
Initial Consumer Rebuttal /* (2000, 13, 2015/07/14) */
From: *** *** (***@yahoo.com)
Sent: Wednesday, July 01, XXXX X:XX AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-X-XXXX)
Arranged contractor as Wunable provide their in network contractor and problem has been resolvedHowever took service calls to correct problem and would appreciate keeping this case open until contractor has settled with warrantee company due to amount of work required to accomplish repairs
Tks
*** ***
Final Business Response /* (4000, 28, 2015/09/24) */
The Office of the President at 2-Home Buyers Warranty of *** ("HBWVA") is in receipt of the rebuttal submitted by Mr***Thank you for the opportunity to review further
We apologize that Mr*** is encountering further difficulty with this claimHowever, our records indicate that the contractor Northern Neck has still not sent us any documentation, that is, the invoices and a W-formNeither have we received telephone calls from Northern NeckWe cannot pay his contractor until he submits this informationIt can be emailed to ***@2-10.com or faxed to *** The company Northern Neck was advised of where this information could be submitted at the time he called in with the initial report and price quote
Since we still have not received the necessary information, HBWVA would like to present an alternative optionIf Mr*** would like to pay the $to the contractor and then submit the invoice to our company through the means listed above, we can also send a reimbursement check directly to himHBRWC prefers to pay the contractor directly as that is traditionally more convenient for a customerHowever, due to the difficulty that has occurred with Northern Neck not providing the necessary information to allow HBWVA to pay them, this may be a quicker optionMr*** is under no obligation to accept this direction, and we can still pay his service contractor directly
Sincerely,
*** ***
Office of the President
2-Home Buyers Warranty of ***
Final Consumer Response /* (4200, 30, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Had requested Northern Neck Mechanical to fax the invoices about weeks ago and they advise this was doneHave just requested that Northern Neck e mail the invoices to ***@2-10.com and to refer to Revdex.com Case #XXXXXXXX when sending the invoices by e mailThe option for me to pay Northern Neck directly is noted but I would prefer that this matter be directly between Northern Neck Mechanical and 2-warranty as is the practice
Northern Neck will e mail invoices today and follow up with a phone call to the warrantee company to confirm that they were received

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by *** ***We have located *** *** Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on March 4, 2016, *** *** contacted HBRWC and reported her oven will not turn onThe independent service contractor Appliance Professional LLC was dispatched to the property to evaluate the ovenOn March 8, 2016, Appliance Professional reported the control board is not sending information and it needs to be replacedHowever due to the age of the gas oven, the control board was no longer availableThe representative took the specs of the oven from the contractor as a 30” drgas oven which is no longer madeA comparable freestanding oven with the same dimensions was offered to *** *** along with the dimensions of the oven and the website to view it for comparisonThe representative advised *** *** that if the order is accepted and it does not fit, that the oven cannot be returnedSince she does not live at this residences, she told the representative that she would like to have her property manager review the dimensions to make sure it fitsOn March 14, 2016, *** *** called in and told HBRWC that the oven would fit and accepted the replacement and the order was placedOn March 18, 2016, *** *** called in and stated the oven was delivered and it did not fitA representative explained that since she accepted the oven and the order was placed that the oven is no longer returnable*** *** requested to speak to a supervisorShe explained to the supervisor, since the oven did not fit, the installers took the oven with themThe information of the oven was sent to our appliance department and it was found that her oven was a slitypeOn March 21, 2016, a comparable oven was located and offered to *** ***She accepted the replacement oven on March 23, and the order was placedHBRWC would again like to apologize for any inconvenience *** *** may have experienced. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer customer service concerns will be investigated further internally by our company to ensure similar situations do not arise in the futureWe would like to thank *** *** for bringing her concerns to our attention as we do take these matters seriously. We look forward to serving her 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 the check was processed on August 15, and mailed to the property address that the Agreement coversOn August 28, and August 30, 2018, a representative called *** *** and she left a voice message both times to see if he has received the checkHe has not respondedIf *** *** still has not received the check, he can contact accounting directly at ***
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 /* *** ** *** */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and the applicable claimThank
you for the opportunity to review and respond
Our records indicate that on April 16, HBRWC received a report from the independent service contractor AC Doctors that the air conditioning systems' evaporator coil was leaking and the compressor had shorted outThe contractor was authorized to replace the compressor and evaporator coil pursuant to section B-of the Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
While the compressor was available and picked up on April 23, we do regret that there was a delay in the evaporator coil orderSection B-of Mr***'s 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."
With this said, we do acknowledge that Mr*** has experienced an abnormally long delay in his claimWe apologize for this inconvenienceHBRWC strives to provide fast, reliable service and anything less is unacceptableWe reimbursed Mr***'s Service Agreement as a gesture of goodwill for this reason
We did not offer Mr*** any assistance for his family to stay elsewhere, as we regret that we are not liable for such expensesThis is advised in section B-of the Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
At this time, we have verified with the contractor that the repairs were completed on Saturday, May 23rd and that the system was operational at the time of completionWe again apologize for the delay that Mr*** experiencedAs repairs have been completed, we do request this matter be considered closedWe thank Mr*** for bringing his concerns to our attention as we do take these matters very seriouslyWe look forward to serving Mr***'s future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
HBRWC quoting warranty fine print is a cop out for justifying horrible serviceTheir excuse according to Section B-"We are not liable for failure to provide timely service due to conditions beyond our control..." I find it hard to believe that this situation was out of the control of a company so large, with so many resources, and so much experience in repairsFollowing up with the warranty company week after week, we were told the part had been ordered on three different occasions and even given a guaranteed delivery date on one of those instancesOn said date, the A/C company informed us that HBRWC had still not even placed the orderAnother phone call to HBRWC inquiring where the part was, we were told a member of customer care would contact us in hours(Apparently the people taking calls from customers to resolve their problems are not "customer care" employees???) We were contacted by customer care to inform us that the work order placed somehow did not make it the vendortimes!!! Even when confirming a guaranteed delivery dateAs far as reimbursing us "as a gesture of goodwill", it was granted weeks into this ordeal and we had to ask for itSo, yes, we can consider this matter to be closed because we do have cold air blowing now, days later