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 [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 11, 2016, [redacted] reported his air conditioner is not reaching the desired temp and making noiseThe independent service contractor, Adjustable Plumbing Heating & Cooling Services (“Adjustable”) was dispatched to the home and found the capacitor failed and the technician replaced itAdjustable was called back out and this time found the compressor and condensing fan motor had failedThe contractor was approved to complete the repairs and the equipment was orderedThe recall work order was sent without a service fee due but Adjustable collected itThis has been reimbursed to [redacted] We ask him to please allow approxbusiness days to receive the reimbursementOn June 29, 2016, the contractor reported the wrong compressor was orderedOn July 5, a different compressor was ordered that HBRWC found was to be acceptable size, however the contractor wanted the same btu compressorHis compressor was located and ordered on July 6, On July 14, 2016, the contractor reported he completed the install of the condensing fan motor and compressor HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay of the compressor orderWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our serviceWe value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted under case number XXXXXXXX by [redacted] Thank you for the opportunity to review and respond Our records indicate that Mrs [redacted] initiated a service request for plumbing on August 25, On August 27, HBRWC received the diagnosis from Certified Plumbing & Drain Specialists, an independent network service contractor, indicating that there was a restriction and a crack in the plumbing systems' main drain line and it needed to be replacedMrs [redacted] declined to use their service after they did not follow up with her after the initial diagnostic appointmentHBRWC dispatched a new independent service contractor per her request On September 10, 2015, Zeller Plumbing ("Zeller") was dispatched to Mrs [redacted] 's home to diagnoseZeller called HBRWC with the diagnosis on September 11, 2015, also stating that the drain line pipe needed to be replaced as there were barnacles inside the stack and they would need to make access into the concrete as part of the pipe needed to be replacedZeller quoted $for this repair, which was greater than the $claim limitation stated in the AgreementMrs [redacted] was given the option of a buyout for $430, the dollar amount remaining towards the claim limitation, or paying the difference in costOur records indicate that Mrs [redacted] declined both of these options Since the pricing quoted by Zeller was high compared with the typical costs associated with such a repair, HBRWC exercised our right to send out a second opinion, pursuant to section B-of Mrs [redacted] 's Limited Home Service Agreement ("Agreement") which states, "We reserve the right to obtain an additional opinion at our expense." The second opinion was performed by American Plumbing Solutions on September 11, The technician advised that there was no leak or crack in the pipe, however he did confirm that there were barnacles inside the pipeThe technician determined this by running water through the pipe and finding the plumbing line was draining correctly with no leaks present at the time of serviceThe service contractor further stated that the main drain line would need to be jetted in order to remove these barnacles and rectify the failureHBRWC regrets that jetting lines in the home is specifically listed as excluded in the Plumbing trade section of the AgreementAs such, this claim was not eligible for coverage Due to the discrepancy in reports, HBRWC did have this information reviewed by the company's in-house Plumbing expertAt that time it was verified that due to the age and type of pipe, the diagnosis provided by American Plumbing Solutions was correctThe barnacles present in the pipes would create a restriction to the line, which would cause the line to consistently experience difficulty draining On September 24, HBRWC received contact from Mr [redacted] disputing this determination stating the entire line needed to be replacedAt that time, we offered to review any photographic evidence or invoices from licensed contractors which showed that there was a leak presentThese photographs were received and reviewed by HBRWC on October 5, At that time, it was determined that there was no evidence of a current leak to the pipe, however the replacement of the line would be necessary per local code requirements due to the presence of barnaclesZeller, the second contractor, also verified this As Mr [redacted] does have coverage up to $for code violations, HBRWC increased the initial buyout offer of $to $totalThe $figure includes the $remaining towards the dollar limitation, $in code upgrade coverage, and $for permit fees associated with those repairsMrs [redacted] may either accept this amount via check or may choose to have Zeller complete repairs, paying the $difference in the costs that were quoted We apologize for the delay that Mrs [redacted] has experienced during the claim handling process due to the need for multiple contractors at the propertyHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have this reviewed internally to see how some of this delay could have been mitigatedFor example, HBRWC elected to obtain a third contractor in order to lessen the cost of repairs and thus, the amount that Mrs [redacted] would be responsible for as non-covered charges, and we acknowledge that our attempt to do so was not successfulWe further acknowledge Ms [redacted] 's request to have her service fee reimbursedAs a gesture of goodwill and not by admission of liability, HBRWC does agree to reimburse the $due to the delay she has experienced We thank Mrs [redacted] for her understanding concerning this matterWe do take these matters very seriously and we thank you for bringing these concerns to our attentionAt this time, HBRWC awaits Mrs [redacted] 's determination regarding how she would like to proceed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will accept the buyout offer of $to use toward our repairWe just need to be done with this repair & put an end to this projectWe also would appreciate the $reimbursement as goodwill toward everything we've been throughWe appreciate the response

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 13, 2017, [redacted] reported her upstairs air conditioner will not turn onOn July 14, 2017, the dispatch department located a contractor but they could not service until August 1, [redacted] called in and she was given the option to wait for the contractor or she could get a contractor out of our network; she decided to wait On July 17, 2017, she decided she could not wait and the guidelines for using a contractor out of our network were emailed to her On July 17, 2017, [redacted] ***’s contractor reported a failed capacitor and leaks in the evaporator and the compressor fittingsHer contractors total cost to replace was much higher compared to HBRWC’s standardsThe representative quoted the network price [redacted] decided to see if we could locate a network contractorAnother contractor, [redacted] was located and could service on July 22, or she could wait for the contractor for the first week in August [redacted] called back stating she has not been able to reach [redacted] and they have not called her and she would like to proceed with her contractorThe representative offered a cash buyout, so she can put the amount toward the cost to repair or replace her system [redacted] accepted the cash buyout offer We do regret that on occasion, when temperatures increase significantly in an area, the independent contractor’s experience an unusually high volume of calls and are booked or cannot service in the time allottedWe do apologize for this inconvenienceWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on April 22, 2016, [redacted] reported online his refrigerator was not coolingIndependent service contractor, American Door and Appliance was dispatched to the home and reported the condenser fan motor had failed and they replaced the partOn July 6, 2016, [redacted] reported he was having issues againA recall visit was set up for American to go back to the homeThis time, they reported the compressor had failedAmerican was authorized to replace the compressor and the compressor was orderedOn July 18, 2016, it was confirmed that American had the compressor and [redacted] was notifiedOn July 19, 2018, [redacted] called requesting a different contractor, refusing to work with American any further due to too many unaccountable experiences with American and they will not respond to callsIndependent contractor Sears was dispatchedOn July 20, 2016, [redacted] called requesting a repair buyout because Sears could not service until July 28, [redacted] accepted the buyoutThe buyout is still pending A representative of this department contacted [redacted] to see if Sears had been to the homeSears had not been to the home and he decided to purchase a new refrigeratorHe also stated American had taken some parts out of the refrigerator on their second visitAs a gesture of goodwill, his service fee is being refunded and a repair buyout for the compressor of $was offered to him to put toward the new refrigeratorHe will consider thisHe has a direct contact when he makes his decision To be clear, all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCAmerican was forwarded to our contractor relations department to investigate and address the contractor We sincerely apologize for any frustration or inconvenience that [redacted] has experienced on his refrigerator claimWe strive to provide fast and reliable service to all of our customersWe value his business and look forward to servicing 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 rebuttal submitted by Ms*** Thank you for the opportunity to review further After hearing both sides, 2-HBW and Ms [redacted] were able to come to an agreeable settlement2-HBW would like to apologize for the inconvenience Ms [redacted] may have experiencedWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: Again, I never questions if their was a chip I question the origination, which is subjective Just because 2-claims it is not wear and tear does not make it so Additionally, 2-had told the [redacted] representative that the cook top would be covered, which prompted my paying him $deductible It was not until nearly a week later that 2-asked me for photos I submitted them, so it's not as if I was trying to conceal anything If they are going to claim to cover glass cook tops, then cover them If not, remove it from the stated coverage The current language leaves it open to subjectivity, which will always side with the party that has a financial stake If the representative had not said the claim will be covered, much of this could have been avoided As is, I have no other way to feel than I have been cheated by 2- Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under Complaint ID [redacted] by [redacted] We have located Ms [redacted] ’s Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respond.After careful review, we have verified that the $which was offered to Ms [redacted] as a buyout is correct As such, we regret that we will not be increasing this amount at this time The $figure is HBRWC’s costs associated with replacing the air conditioning system with a new R410A system that matches the existing features, that is, is a Ton straight cool system.We would note that HBRWC does not offer cash based off of retail quotes Rather, section A-2a of your Agreement states that, “If we elect payment, the amount will equal 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 Service Agreement; 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 cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.”We acknowledge Ms [redacted] ’s concerns regarding the independent service contractor [redacted] Services, LLC HBRWC strives to provide fast, professional service and anything less is unacceptable and we will have your concerns addressed internally with [redacted] Services At the same time, [redacted] Services is a licensed and insured contractor who is qualified to perform such installations in the state of New JerseyHBRWC offered, but did not necessarily recommend, to send a second contractor from our network of service vendors due to the customer’s concerns with [redacted] Services A second opinion would delay the claim and potentially lower the buyout, should it be determined that the second contractor could replace the system for a lower cost.Our records show that on December 30, Mr [redacted] accepted the $buyout which was offered This check was processed and mailed to the [redacted] residence the following dayHBRWC would like to thank Ms [redacted] for bringing her concerns to our attention as we do take these matters seriously We look forward to serving her future warranty needs.Sincerely, [redacted] Office of the PresidentHome Buyers Resale Warranty Corporation

2-HBW is committed to providing superior home warranty protection and customer service, and we are always willing to assist the consumer to address any and all warrantable repairs However, there are certain coverage limitations that apply, and we are obligated to be bound by them pursuant to the warranty documents issued in connection with the consumer’s home In this case, the consumer filed a claim under a Limited Structural Defect Warranty provided by 2-HBW The warranty covers the consumer’s home against major structural defects for years The Warranty terms require payment of a $investigation fee This is a non-refundable fee that goes towards the cost of an engineering investigation The fee requirement is clearly stated in the warranty documents provided to the consumer 2-HBW hired an engineer to conduct an on-site investigation of the claim concerning a broken roof framing element The engineer observed the reported damage, took photographs and produced a report detailing the observed conditions The damages did not qualify for coverage pursuant to the terms of the Limited Structural Defect Warranty 2-HBW provided the consumer with a copy of the engineer’s report with a letter explaining the reasons why the Warranty did not cover the reported conditions 2-HBW believes the consumer received fair value for the $investigation fee He received a home inspection and report from a licensed engineer valued at over $1, 2-HBW understands the consumer is not happy with the final outcome, and is sorry the consumer feels we did not perform up to his expectations, but we are confident the consumer received a thorough investigation and fair evaluation of his claim

Complaint: [redacted] I am rejecting this response because: I have yet to receive the reimbursementIt does not take days for mail delivery serviceNonetheless, my mail has already run for the day and there is still no check Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/06/15) */ The Office of the President at 2-HBW Warranty of California, Inc("HBWCA") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claim handling processOur records indicate that when Mr [redacted] placed an air conditioning claim, we did not have a preferred service vendor available in his area who could service the claim in a timely mannerFor this reason, HBWCA requested Mr [redacted] obtain his own contractor pursuant to section C-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 and call us for prior authorization to perform serviceYour service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements." We disagree with Mr***'s statement that HBWCA denied his claim or had any intention of not honoring the coverage listed in the AgreementWhile we do try to minimize situations in which a customer must obtain their own contractor, sometimes they do occurWe do try to keep this process as simple as possible for our customers and the contractor's they obtainHowever, we do understand how Mr [redacted] may consider this an inconvenience, and we sincerely apologize for that On June 12, HBWCA was contacted by the contractor [redacted] & [redacted] who stated that Mr***'s condensing fan motor required replacementThis contractor quoted $for repairsHBWCA will be offering coverage for this repair in fullAs part of this $885, we are waiving the $service fee that is normally due for each new claim placedIn order to receive payment, the customer or contractor may email a copy of the invoice to [redacted] @2-10.com or via fax to [redacted] Please note that if payment is to be remitted to the contractor, we also require a W-formIf Mr [redacted] is being reimbursed for the repair, then that form is not necessary We thank Mr [redacted] for bringing this to our attention so we may evaluate the matter furtherWe look forward to serving his future warranty needs Sincerely, [redacted] Office of the President 2-HBW Warranty of California, Inc Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have faxed a copy of the paid invoice which covered two air conditioners, each with its own claim number #XXXXXXXX and #XXXXXXX with a combined approved billing of $1,I have not heard back from 2-concerning reimbursementThis process involved several hours on the phoneThe only commitment I have received from 2-is the statement herein where they say they will reimburse when they received my faxMy fax has been sent, but they have not acknowledge receipt nor have they reimbursed for the cost of repairs Final Business Response / [redacted] (4000, 12, 2015/07/18) */ July 18, Revdex.com Case #XXXXXXXX The Office of the President at 2-Homer Buyers Warranty of [redacted] , Inchas received [redacted] ***'s inquiryThank you for the opportunity to review and respond Our records indicate that we received [redacted] ***'s invoices on July 14, and full reimbursement of $has been authorized [redacted] should receive a check in the mail for this amount within 7-business daysWe are happy to have brought this to a proper resolution We thank [redacted] for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing his future warranty needs Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of [redacted] , Inc Final Consumer Response / [redacted] (2000, 14, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Payment for this repair arrived 1/weeks after the air conditioning problem was reportedThe first two or three calls were virtually ignored by 2-It took many phone calls, hours on the phone, and ultimately a Revdex.com complaint to get this resolvedAfter ten years of prompt payments on a home warrantee we found this policy to be a little valueThe reimbursement is accepted but frankly it was hardly worth the effort required to finally get it

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further We would refer [redacted] to our previous response that T & T Heating & Air Cond was sent to our contractor relations division to address this contractor [redacted] should have been contacted by phone when a new contractor was dispatched Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable air conditioning claimThank you for the opportunity to review and respond Our records indicate on May 28, 2016, [redacted] reported her air conditioner is not blowing cold airIndependent service contractor, VA Climate Control Incaccepted the dispatched and reported that they believed the problem was the defrost control boardThe technician replaced the board but this did not fix the problemThe contract was not sure what the issue was and request we send out a contractor who is knowledgeable in nest thermostatsThermostats are eligible for coverage however the nest thermostat is a smart thermostatEnergy management capabilities other than the programming of temperature is not eligibleA representative of this department spoke to [redacted] Her contractor found the defrost board and run capacitor needed to be replacedHBRWC conclusion is VA Climate Control’s defrost board may have been defective, the wrong part number used or they did not test the capacitor along with the defrost board [redacted] forwarded her contractors invoice to the assigned representative and she has been reimbursed the full amount HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ The Office of the President at Home Buyers Resale Warranty ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Ms [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We apologize for any frustration or inconvenience that Ms [redacted] may have experienced during the claim handling processAs she notes, HBRWC did not have an in-network contractor available to service the electrical claim that she placedWhile HBRWC strives to have a network containing multiple available contractors for every trade in every zip code, we regret this is not always possibleWhile we do have contractors who service her area in the heating, air conditioning, plumbing, and appliance trades, we are still searching for electricians at this timeIt is for this reason that section A-of Ms [redacted] 's Agreement does state that, "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." Section F of Ms [redacted] 's Agreement states that when a customer elects to cancel their Agreement after the initial days, any reimbursement will be pro rataWe agree to waive this requirement per Ms [redacted] 's desired resolutionIn order process this, she must submit her request for cancellation in writing to [redacted] @2-10.com We thank Ms [redacted] for bringing her concerns to our attentionShould Ms [redacted] elect to locate her own contractor and continue with her HBRWC coverage, that contractor may call us at XXX-XXX-XXXX seven days a week to provide a brief description of the failure and their quote for repairs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: I have yet to receive the Payout for the HVAC system, and am still in the process of working with 2-on the vent hood issue I will accept 2-10's response when all work is complete At this point, I must email pictures of the hood assembly to 2-10, which will be done as soon as possible Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on Saturday, December 9, 2017, Mr [redacted] called in his claimAs this is his only toilet, the claim was set up as an emergency2-HBW attempted to locate a contractor that could service the emergency but was unsuccessfulThe claim cannot be dispatched until a contractor can be located that can service an emergency in a timely mannerAs stated in the Agreement; “In the case of an emergency...With emergency requests, we will expedite service and attempt to initiate service within hours.” Mr [redacted] was paid what we would have paid a contractor that is in our networkThis is explained in the Agreement under the Terms & Conditions; “A-2aIf we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);” The representative also waived his $service fee for customer satisfaction We do empathize with Mr [redacted] ’s situation, particularly with his child, pregnant fiancé and no usable toilet In order to preserve goodwill, we will reimburse Mr [redacted] the additional $he is requestingMr [redacted] ’s $service fee was not taken out which is more than the cost of his $hotel stayIt takes approximately to business days to receive the checksWe will not be reimbursing the hotel stay as we are not liable for such expenses as stated in the Agreement under the Terms & Conditions; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We do apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claims handling process Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 4, 2015/08/06) */ The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] ***We have located [redacted] ***'s Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond The terms and conditions of [redacted] ***'s Agreement state in the 'Who Pays What?' section that, "2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid." This is also explained in section A-of [redacted] ***'s Agreement With this said, as a gesture of goodwill and not an admission of liability we would like to reimburse [redacted] the $that he paidIn order to process this reimbursement, we ask that he submit his invoice by emailing it to [redacted] @2-10.com or via fax to [redacted] Upon receipt of this invoice we will verify that the items repaired are eligible for coverage and contact Mr [redacted] to advise of a tentative ETA of the reimbursement check We apologize for [redacted] ***'s dissatisfaction with the independent service contractor [redacted] Our records do indicate that this company is qualified to evaluate spa and swimming pool claimsHowever, per the information provided by [redacted] we will have this evaluated internally and will take necessary action based on our findings We would like to thank [redacted] for bringing this to our attention as we do take these matters seriouslyWe await [redacted] ***'s invoice so we may move forward with his claim Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI do wish that the customer service team at Home Warrenty were more willing to help their customersThe only reason we were able to get this resolved is because I had to file a complaint through the Revdex.com and contacted them through the business social media pageIt's unacceptable that a paying customer would have to work so hard to get an issue resolvedI do appreciate the Revdex.com website because it has helped us get this issue fixedThank you for making this bad experience a little better Sincerely, [redacted] ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective May 2, and applicable Air Conditioning claim that was reported June 7, Thank you for the opportunity to review and respond Our records indicate on May 26, 2016, [redacted] called inquiring about coverage on his air conditioner that he had repaired outside of the warranty and without out prior authorizationThe representative explained this is not eligible for reimbursement because repairs were made without prior authorizationIf [redacted] would please refer to page of the Agreement under Who pays what? “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” Additionally, per Section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” On page of the Agreement under: How do I request service? A claim can be placed hours a day, days a week A copy of the invoice was received by [redacted] on June 7, The Description of work completed: Installed supply air sub-distributerConnected SA ductsCleaned drain line with pressure and vacuum, replaced drain panReplaced Blower motor, wheel & capacitorWe do acknowledge that if the drain pan, blower motor, wheel & capacitor had failed due to wear and tear that they would have been eligible for coverage had [redacted] contacted HBRWC firstHowever, the Terms and Conditions or our Agreement are quite clear in stating that no payment is offered in situations where repairs are completed without our prior notification or approval According to AccuWeather, when [redacted] air conditioner failed, the temperatures were in the mid to upper 80’sWe do understand that when he feels the children are in harm’s way, he must do what he has toAs a onetime gesture of goodwill, HBWRC has offered [redacted] the amount of what HBRWC would have paid an in-network contractor for the eligible repairs less his service feeA representative of this department had called him but there was a bad connectionA follow up email was then sent to him with our offer of reimbursement We value his business and look forward to hearing from him soon Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Mrs [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond On May 18, an independent service contractor stated that the furnace had three large cracks in the heat exchangerThe contractor also stated that the suction and liquid lines going up to the house had been cut, had and the evaporator coil was dirty and clogged with hair and fur While the furnace is eligible for coverage, we do regret that the air conditioning unit repairs are not eligibleThe cleaning of the evaporator coil is not eligible per section B-of the Agreement, since we do not offer coverage for cleaningThe damaged line set is not eligible pursuant to section B-of the Agreement when it states, "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." At the request to the customer, HBRWC offered a second opinion, Elite Heating & AirElite Heating & Air verified the diagnosis that was submitted by the initial contractorAt this time, Elite Heating & Air Conditioning has been authorized to replace the furnaceHowever, before this can occur, Mrs [redacted] would need to accept the $2,in non-covered charges associated with the furnace replacement As an alternative option, Mrs [redacted] may also elect to accept a buyout for $1,172, which is HBRWC's costs for the eligible portion of the furnace replacementThis offer is being made pursuant to section A-2a of the Agreement: "If we elect payment, the amount will equal 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 Service Agreement; 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 cost); or (iii) the "DOLLAR LIMIT" reduced by the service fee paid to the service contractor by you." We would note that this buyout is for "like-kind" equipment as section B-of Mrs [redacted] 's Agreement states, "When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or colorWe are not responsible for matching any feature of an existing system or appliance that does not contribute to the primary function of that system or appliance." We apologize that we are not able to be of further assistance with this matterWe request Ms [redacted] contact our company by calling with questions or once she has reached a decision regarding how she would like to proceed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have enclosed a copy of the warranty and all documents with notes with my refusal of this offer2-wants us to pay for non-covered charges of $2500.for unnecessary parts and labor and severely over inflated dollar amounts so that we will be actually covering their entire cost of honoring their warranty to usA break down of what is non-covered costs according to them is attachedThey have blatantly lied and over inflated these costs 2-says they will replace our Trane XE70, 120,BTU 80% furnace model #TUSXXXXXXXAwith a Lennox 110,BTU 80% furnace model #EL180DF110P60CAs per their warranty this is not a replacement equal to or better than what is hereNot acceptable to us We have had our own independant 3rd party licensed/insured HVAC service company come and give us their estimate for replacing our furnace which includes EVERYTHING (furnace, labor, permits, any modifications necessary etc.) included in the replacement price, with a decent York furnace built in the USA at a total price of $After their inspection the only "upgrade"/"modification" that they found is that the sheetrock surrounding the existing ductwork going into the chimney needs to be removed for larger clearanceThe existing system has an inspection sticker still on the system from original installation from Metropolitan Utility District stating it is all inspected and acceptedSOS Heating and Cooling did not find ANY of the non-covered items listed by 2-to be truthful or necessary"***" from SOS stated that it is obvious that 2-is trying to cover their costs of replacing our furnace with the deceitful over inflated unnecessary "non-covered" charges to us After 2-reviews our response and the Revdex.com also including attachments and notes i've sent with this refusal, we sincerely hope that 2-agrees to honor their end of their WARRANTY Because of what I have outlined and noted in the attachments I believe that 2-Home Buyers Warranty is in serious violations of Federal Trade Commission Laws, Magnuson-Moss Act Laws and Nebraska Consumer Protection LawsWith that in mind we hope that our warranty will be honored and both the A/C and furnace will be completely replaced entirely at their cost, by a service company of OUR choice and the expense of the window a/c units I've had to rent including the cost of our electric bill, be fully paid for by 2-This settlement offer from us to them is the only alternative that will keep this complaint from going any farther legallyI've got nothing but time/energy on my hands and will not stop until they honor their contract to us that we paid for Cordially, [redacted] & [redacted] Final Business Response / [redacted] (4000, 20, 2015/08/10) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted by [redacted] We would refer [redacted] to our previous responses in which she was provided her optionsWe would note that we utilize independent service contractorsThese contractors have the right to offer sales and deals for retail customers at any point in time, however, such deals to not apply to HBRWC or our customersWe will continue to await [redacted] 's decision regarding how she would like to proceed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] ***We have located Mr***'s Limited Home Service Agreement and applicable claim Thank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that may have been experienced during the claim handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe acknowledge Mr***'s complaints regarding or customer service and will have them evaluated internally further In order to provide more assistance to Mr***, we would like to request that he submit a copy of his invoice for the work completed by the contractor that he obtainedThis may be emailed to [redacted] @2-10.com or faxed to [redacted] Upon verification that the necessary repair was to the joint, we will contact Mr [redacted] and authorize for a reimbursement of the expenses that he incurred We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriouslyWe await the receipt of this invoice so we may assist him further Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] Thanks for your responseI am writing this letter to address your reply of my Revdex.com complaint I have attached the copy from the plumbing, which clearly stated that the leaking issue is the pipe joint Since the joint leakage is still not fixed now, I urge my home warranty company to fix this leakage as well as the damage on my ceiling at their expense From our first claim in Sep, it has been over monthsAnd the leakage issue is still thereWhat we want is to fix this problem at your expense, not only the reimbursementPlease fix it ASAP just like what your company has advertised to me when we first bought your service Thank you so much for your helpPlease do not hesitate to contact me if you need anything else [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/01) */ The Office of the President at Home Buyers Resale Warranty Corporation would like to thank [redacted] for providing us with a copy of the report from [redacted] PlumbingWe have dispatched a new contractor to provide further assistance with the leaking joint so this issue may be corrected Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation