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 claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on May 10, 2017, [redacted] reported the water control knobs in the master shower give electrical shocks. An electrician went to the home, checked out the electrical and determined it was a water heater issue. The independent plumbing contractor, [redacted] was dispatched and reported the electrical shock is due to calcium and sediment buildup over the years. It is occurring due to a chemical reaction with the copper pipe and sediment along with the elements. The water heater has not failed, it still produces sufficient hot water. HBRWC would cover any loss from sediment with water heaters when there is a loss of hot water, however this is not the case. Per the Agreement under Plumbing Exclusions; “EXCLUDED: any loss arising out of a condition of mineral or chemical deposits (except water heaters),”
 
This is certainly an uncommon situation. This was further reviewed by our in-house electrician and plumber. Our electrician believes it is due to some sort of electrolysis that could be coming from the water heater. Our plumber believes something is not grounded or possible a live wire touching the plumbing line. Even though there is no loss of hot water, as a gesture of goodwill, we will move forward with replacing the water heater. A representative of this department called the Merlin residence and received a voice mail. A message was left that we are moving forward with the replacement of the water heater and some out of pocket costs that the Agreement is not responsible for.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate on October 11, 2016, [redacted] reported the furnace will not turn on. The independent contractor [redacted] was dispatched to the home and found the furnace was working properly but the t-stat had failed. The contractor was authorized to replace the T-stat. [redacted] continued to have issues and [redacted] was recalled back to the home. This time they reported the heat exchanger was cracked and all rusted and there was evidence of flame roll out. A furnace will develop hair line cracks in the metal, due to the expansion and contraction from the constant heating and cooling of the metal. Over time this expansion and contraction cause’s metal fatigue. When the metal is fatigued it will eventually develop a hair line crack in it. When a furnace is not in use, the heat exchanger does not develop cracks. The crack along with the flame roll out. It is evident that the heat exchanger crack would have occurred prior to the warranty going into effect. Most likely, last heating season or before. The claim was denied per the Agreement under the Terms & Conditions “3. are in place and in good and safe working order at the beginning of the Service Agreement. Coverage 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 test.”
 
A reprehensive of this department contacted [redacted] and agreed that our contractor on the first visit should have found these failures on the first visit. Also [redacted] did explain that the flame roll out had just started after our contractor diagnosed. Due to the conflicting information, it was decided to reimburse [redacted] for the cost she paid to replace the heat exchanger. [redacted] agreed to this offer. This matter has been resolved satisfactory with both parties.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We 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 11080582 by [redacted]. We have located [redacted] Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the...

opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on March 15, 2013, Mr. [redacted] reported his icemaker was not working. Independent service contractor Sears was sent a dispatch to diagnose the ice maker. Sears called us, stating that the customer canceled service because he cannot afford the service fee. A representative called and spoke to Mr. [redacted]. Mr. [redacted] confirmed he could not afford the service fee and that he would call back at a later date to file a claim. It was not until July 16, 2014, when Mr. [redacted] called in reporting his refrigerator ice maker was not dispensing ice. Independent service contactor Tarheel Appliance Repair (“Tarheel”) was dispatched with a $100 service fee due. On August 1, 2014, Tarheel reported that the [redacted] have missed the last two scheduled appointments; July 22, 2014 and July 29, 2014 and this will be the third appointment for the customer. Tarheel noted the new appointment date as August 5, 2014. The technician found the dispenser motor and coupling were burnt and worn out. The parts were ordered and the contractor replaced the parts. Our notes indicate there was a one $100 service fee paid to Tarheel Appliance Repair, not three. The parts were installed and the work was completed. Mrs. [redacted] did not call back until May 26, 2015, indicating her ice maker is still not fixed from the prior 2014 Agreement. It was explained to her that if she was still having issues with her ice maker, she should have called in for a possible recall. Per the Agreement on page 3 under; How do I request service? “Parts and labor are guaranteed for 60 days on authorized service requests. This means that after the 60 days is up and there was no recall placed. The ice maker claim would be considered a new claim. Mrs. [redacted] did not want to pay another service fee, therefore a new claim was not set up. Also on July 16, 2014, Mr. [redacted] placed a claim for his mini refrigerator (bar fridge) reporting that it is icing up. The claim was set up without a service fee due. Independent service contactor Allstar Appliance Service was dispatched and reported they found a burnt out fan motor. The parts were ordered and the contractor completed repairs on July 29, 2014. If the [redacted] can show they paid more than one service fee for the July 16, 2014 ice maker claim to Tarheel and it was not due to the missed appointments of the [redacted]’s. HBRWC will review the service fee invoices for possible reimbursement. On November 17, 2014, Mr. [redacted] reported he has 2 furnaces and that the one that controls the bedroom is not reaching the desired temperature. Independent service contractor Accent Comfort Services was dispatched to the home to evaluate the furnace. The technician found the blower motor and the capacitor shorted out. The parts were replaced. On December 12, 2014, there was a possible recall set up by Mr. [redacted]. Accent Comfort Services checked both furnaces and found no failures to either furnace. The contractor collected a $100 service fee. Per the Agreement on page 3 under; Who pays what? “A service call means each visit by an authorized, independent service contractor for a single service. Multiple visits to remedy the same problem require only one service fee.” This means that since there was no mechanical failure to the same parts that were replaced on the furnace, then there would be another deductible due. On May 26, 2015, the customer reported the air conditioner on the main level is not cooling. Accent Comfort Services reported the evaporator coil leaking. The coil was replaced. There were some non-covered charges of $446 that are not covered under the Agreement that were explained to the customer. There was a $100 service fee due. On January 4, 2016, Mr. [redacted] reported that his upstairs unit is not working. Accent Comfort Service was dispatched to the home and found the upstairs evaporator coil also leaking. It was explained to Mrs. [redacted] that there were non-covered charges in the amount of $523. She disagreed stating that she just paid the non-covered charges. It was explained that this was for her upstairs system. The technician also found issues with the zone control system. It was also explained to Mr. and Mrs. [redacted] that zone control systems are excluded under the Agreement. A $100 service fee is due. Unfortunately, the [redacted] HVAC service fees will not be reimbursed as stated above; different HVAC claims were called in at different intervals, recalls were not set up within the 60 day period and different failures or no issues to the same system would require another service fee. We acknowledge the statements regarding the independent contractor’s that HBRWC uses. HBRWC strives to have all of the service contractors we contract with, have a very good standing with the Revdex.com and they must be licensed and insured. A stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable.  HBRWC would have been happy to set up a new claims for their ice maker. However, the [redacted] have chosen to cancel their Agreement with us and they are no longer a contract holder. We would no longer be able to provide service. The Office of the President contacted and spoke with Mr. [redacted]. The claims that were presented in this complaint were discussed. It was explained why the HVAC service fees will not be reimbursed. Mr. [redacted] stated he has found another Warranty company that better suits his needs. With this in mind, we respectfully ask the Revdex.com to close this case since they have chosen to part ways with HBRWC. Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by the [redacted]’s. We have located the [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on July 12, 2017, Mr. [redacted] reported his air conditioner is not blowing cold air. The independent contractor, [redacted] was dispatched to the property and reported online the system was low on refrigerant and topped it off.
 
Then on September 17, 2017, we were notified that the [redacted]’s air conditioner was, again, no longer cooling. [redacted] was sent back to the home and found the evaporator coil located inside the air handler was leaking refrigerant. [redacted] gave 2-10 HBW pricing to replace the evaporator coil. However it was decided to replace the entire indoor air handler. There were numerous attempts to get a hold of [redacted] by phone and email. They did finally respond with their cost breakdown pricing and the air handler was ordered. The air handler will be R410a compatible for whenever the outdoor condensing unit needs to be replaced. There are some modifications that need to be done in order to accommodate the new air handler. Duct modifications for the return air and the supply plenum as well as some electrical modifications. These are out of pocket costs that the Agreement does not cover. As specified in the Agreement under the Terms & Conditions; B-2 “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions.” A representative called Mr. [redacted] and received his voice mail. A message was left with an explanation of the out of pocket costs due to [redacted] and that the air handler has been ordered. [redacted] has confirmed that they have received the air handler. If [redacted] has not yet scheduled the installation of the air handler with Mr. [redacted], he can also contact them at [redacted] as 2-10 HBW does not schedule appointments.
 
When there is a heat wave in the area, the independent network contractor’s experience an unusually high volume of calls and do not always respond or complete the work in the time allotted. As explained in 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 due to obtaining parts, equipment, weather or labor difficulties.”
 
2-10 HBW apologizes for the inconvenience and delays caused by the contractor that was assisting with the service of the air conditioner.  We value the [redacted]’s business and we look forward to serving their future warranty needs.
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have never received email confirmation showing have warranty in place cost full amt an monthly payment an also , never got hard copy in mail say send out don't get but do get their ridiculous high premiums , 2-10 IS TO MUCH FOR WHAT OFFER BUT COULD , SEND COPY SHOWING WHAT PLAN COST AN ETC AN SEEMS TAKE PREMIUM BUT ALL CAN DO , THEY DID OFFER AN ACCEPT AMT GAVE FORREF BASED ON MODEL NUMBER , AN FEEL SHOULD BEEN AMT STATE ON LINE READ , REFRIGERATOR WAS 2200 READ THAT AFTER , AFTER OFFER SMALL AMT , I BE PLEASE GET COPY SHOWING PREMIUM AMT PER MONTH BILLING TO M YCARD AN AN TOTAL COST , ASK HOW GO ABOUT PAY THE BILL SAY FIND SOMETHING SIMLIAR TO WHAT GOT , OKY AN ,AN ONE THING FIND FAULT IN 2-10 THEY SEND OUT COMPANIES HAD BAD MARKS WITH Revdex.com HERE IN COLUMBIA SC EVERDAY HEATING AN COOLING BEEN HERE FIVE TIMES , THIS COMPANY , HAD COMPLAINT AGAINST THEM NEVER RESPOND TO Revdex.com ,AN , AN TOME BAD MARK , DONT FOLLOW UP WITH THEIR WORKERS SEND OUT CHEAPEST PEOPLE CAN , MANY COMPANIES WANT DO BUSINESS WITH THEM,AN THIS COMPANY CAME AT SIX PM DINNER PUT ICE BREAKER ARM BREAKER ON IT MOST NON PROFESSIONAL PEOPLE EVER REASON PRIVATE COMPANIES WANT TAKE THE CLAIM HAVE SPEND TWENTY MINS ON PHONE TO THEM BEG PAY THEM, I SORRY BUT 2-10 NEED IMPROVE FROM CUSTOMER SERVICE REP TO SEND IN OUT PEOPLE TO HOME NEED REALLY SCREEN AN TRY GET REPUTABLE COMPANIES , SORRY BUT MOST HOMEOWNERS WANT REPUTABLE PEOPLE IN HOME , NOT SOME PERSON CANT WORK PROFESSIONAL FIX RIGHT FIRST TIME AROUND NOT TAKE SO LONG DISAPPOINTMENT IN THE COMPANY TAKE OVER MONTH ON THIS MATTER AN DONT CARE ,, APOLOZY ISNT SOLVING PROBLEM NOW SAY TWO WEEKS GET SMALL CHECK , WILL ASK BANK HOLD CHECK HAVE NO CLUE IF HAVE FUNDS FOR IT OR IS WORTHLESS CHECK,, THANK YOU ,,,,,,IN FUTURE , IF CAN GET SOMETHING REPAIR LESS THAN DEDUCTIBLE 100 GO THAT ROUTE FOR PEOPLE SEND TO MY HOME NOT BEEN PROFESSIONAL AT ALL ,,, THIS COMPANY CARE LESS  MORE INTERESTED IN FIXING COMPRESSORS ,RAN LATE THAT NIGHT ,, CARE LESS HOW INCONVIENCE WAS AT DINNER HOUR ,,, NEED FOLLOW UP , CALL TECH WHILE AT CUSTOMER HOUSE AN SEE HOW THINGS GOING CHECK UP RANDOM ON THEIR COMPANIES HIRE GO OUT , ,,BEGIN THINK ALL WARRANTIES COMPANIE ARE SAME USELESS, HAVE IN PLACE... SHOULD PROVIDE HOTEL ROOM IF EVER NEED THEM FIX AIR OR HEAT HEATPUMP, THEY LIKE TO ARGUE AN HOPE LAST YEAR EVER DEAL WITH THEM,  UNLESS SEE BIG IMPROVEMENT ,
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”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate [redacted]’s last Agreement had expired on February 9, 2017 and she did not renew. On April 6, 2017, [redacted] signed up for a new Agreement. There was a 2 month lapse between Agreements. On the same day as the new Agreement went into effect, a dishwasher claim was placed online as “Touchpad not working, not advancing through cycles, not draining, over-level water error. The independent contractor, [redacted] was dispatched and reported “all the light were flashing and not working. I tested the power and found that it is an internal short.  The dishwasher is not allowing the unit to go into testing mode. I am not able to repair the unit because I cannot tell what the failure is.” The only other claim found involving the dishwasher was on February 2, 2016 where a plumber made a repair on the plumbing line to dishwasher connection.
 
Since the failure was on the same date as the Agreement effective date, the dishwasher was determined not eligible for coverage as it was not in good working order on the effective date of the new Agreement. This is located in the Agreement under the Terms & Conditions; 3 “are in place and in good and safe working order at the beginning of the service period.”
 
We apologize to [redacted]’s experience with our customer service representative.  We take these accusations seriously and can assure her that it is not acceptable for anyone to be rude. This matter will be investigated internally. Due to [redacted]’s dissatisfaction with the contractor, [redacted]. This information has been passed along to our contractor relations department to investigate and address the contractor. For this reason, we have reimbursed [redacted]’s service fee. It will take approximately 10 to 14 business days to receive the check.
 
We regret that the dishwasher is not eligible for coverage and we cannot be of further assistance in this regard. We value her business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on January 8, 2017, [redacted] reported “online” pipe leaking. The independent contractor, [redacted]. was dispatched to the property and reported a concealed [redacted] leak - repaired a 2” lavatory drain in ceiling that was leaking. [redacted] was authorized to make the repair. After [redacted]’s service fee. They were authorized for $86.68. [redacted]’s Agreement has a $500 maximum for concealed/concrete [redacted] leaks. This is located under [redacted]; “DOLLAR LIMITS PER SERVICE AGREEMENT: * Concealed/concrete encased water, gas, drain, waste, vent piping, leaks and breaks in the [redacted] system - $500”. The remaining maximum is $413.32.
 
On March 31, 2017 reported a pipe leak. [redacted] was not able to service as they were overbook. At the time of the requested service, there were no other contractors readily available that could service in a timely manner. On April 3, 2017, the representative offered [redacted] to locate her own contactor and the guidelines for using her contractor were emailed to her at her work. ([redacted] has 2 emails on her account). We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade in a timely manner. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is explained in the Agreement under the Terms & Conditions, A-1 "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 service. Your service contractor must be licensed and insured."
 
On April 11, 2017, there was a social media complaint from [redacted]. A representative of this department called all 3 phone #’s for [redacted]. They all went to voice mail. A voice message was left on the home phone and a follow up email was sent to her personal email address:
 
“Hello [redacted],
 
I had recently left you a voice message on your home phone. I contacting [redacted] but they are still booked. They did recommend another contractor, [redacted]. I called them and they do not work with warranty companies but they will work with you. I do apologized that on occasion, we will not have a network contractor to service in a timely manner. When this occurs, we do request that you locate your own contractor. This is described in the Agreement under the Terms & Conditions, A-1 "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 service. Your service contractor must be licensed and insured."
 
You may have already found your own contractor. The above contractor is just a suggestion to expedite your claim. Also, your description tells me this is a concealed issue. I would like to advise you that there is a $500 maximum on the Agreement for concealed claims. This includes any drywall cut and patched to a rough finish. There is $413.32 remaining on the concealed maximum. You would need to pay the contractor up front then I am willing to reimburse you up to the $413.32 for the [redacted] leak claim upon receiving the paid invoice. Please let me know if this will work for you? “
 
On April 25, 2017, the claim was closed as there was no response to the email and the notes do not reflect [redacted] or her contractor had ever called in with a diagnostics. It was never reported from the independent contractor, [redacted] or [redacted] what had occurred between the two. Since [redacted] is still having issues. A representative in this department called an additional network contractor, [redacted] – [redacted] that is in her home town. They have availability to service [redacted] in a timely manner. The independent contractor [redacted] should be contacting [redacted] shortly or she can contact them. The service fee has been waived. Since access had to be made, this would be considered a concealed [redacted] claim and the remaining maximum would apply. Concerning the possibility of mold. Mold is not covered as stated in the Terms & Conditions B-8; “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):..water damage…mold”
 
HBRWC would like to apologize for the inconvenience [redacted] may have experienced. We value her business and we look forward to serving her future warranty needs.
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
If I hadn't sent in this complaint I would not have received back the $500 in over charges. How many other claims and people have you all overcharged.  Just like the sales rep lying and telling me if I upgraded and paid more money everything would be included in any future problems with my systems. I think you should play the recorded call to the Revdex.com so they can determine your faulty practices and overcharging and lying. 
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”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on August 3, 2016, [redacted] reported his air conditioner will not turn on.
Independent service contractor, [redacted] was dispatched to the home and reported the compressor has locked up internally. Mr. [redacted] air conditioning system is under a 5 year manufacture warranty for equipment. The contractor was authorized the labor to replace the compressor under manufactures warranty. On August 11, 2016, the contractor reported the install is complete and the system was operating correctly. On August 15, the contractor called in and confirmed the compressor was installed but the system has low suction pressure. He checked the entire system and there are no leaks. The ac is cooling and running fine. The issue is with the air flow which is controlled by the zone control system (Sensa Green Energy Management System/Zone Equipment). Zone control systems and energy management systems are not eligible for coverage. If Mr. [redacted] would please refer to his Agreement under the Terms & Conditions under AIR CONDITIONING AND HEAT PUMP; Excluded: “zone control systems…energy management systems.”
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced. We regret that we cannot be of further assistance in the repair of the zone control system. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on July 11, 2016, [redacted] reported the toilet continues to flush slowly and without enough water power to adequately flush.
Independent service contractor, [redacted] [redacted] was dispatched to the home and reported there is a fresh water restriction in the jet of the bowls and also [redacted] told the technician that the wallpaper guy flushed some of the old wallpaper in the toilet. The contractor was not able to auger the toilet and the toilet needs to be replaced. The claim was denied because foreign objects that are lodged in a toilet are not normal wear and tear. Per the service Agreement in the Terms & Conditions; “We provide service for covered systems and/or appliances: 2. That do not perform there function due to normal wear and tear;” The slow fresh water ports in the bowl were slow and possibly restricted as well. This could very well be eligible because sediment build up is eligible for coverage. The question is, what is making the toilet not to flush adequately? HBRWC final decision was the wallpaper prevented the toilet not to flush adequately.
 
A representative of this company contacted [redacted]. He has replaced the toilet himself. As a resolution, the representative offered his service fee back to put toward the toilet. He accepted the offer.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11032771 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on December 4, 2015, [redacted] reported her upstairs furnace was making a very loud noise. The independent service contractor Solution Heating & Sir LLC (“Solution”) was dispatched to the property to evaluate the furnace further. On December 9, 2015, Solution reported they found an improperly installed control board. The board was not mounted properly, the top bracket mounts broken and hangin. This resulted in the unit not getting power and turning on, causing the breaker to trip. HBRWC determined that we were going to move forward with the repairs regardless of the possible improper, due to the customer has been with HBRWC for over 2 years. HBRWC agreement with Solution, is they supply the control board. After making several attempts to contact Solution on the status. On December 17, 2015, Solution called HBRWC requesting we order the control board and the board was ordered. We acknowledge that some of the delays occurred were preventable. HBRWC strives to provide fast, reliable service and anything less is unacceptable.  We will have this matter investigated further internally so we may make corrections and continue to improve our service.  On December 30, 2015, [redacted] called in stating Solution had the incorrect control board. We contacted Solution. This was correct, they were able to locate the correct control board through the local supplier, but due to the holidays, the control board would not be available until January 6, 2015. According to the Terms & Conditions of the Agreement, E9 "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."  Due to the further delay, [redacted] was offered $150 to put toward temporary heating such as space heaters. She accepted and sent in proof of purchase and was reimbursed $149.76. When the new control board was replaced, Solution found the squirrel cage (wheel) located in the furnace was warped and rattling. The technician believed this is what caused the control board to fail originally. [redacted] was updated. Solution immediately ordered a new blower motor, housing and squirrel cage. These additional parts were to arrive January 11, 2012 and Solution completed the repairs on January 12, 2012. A representative of HBRWC has called [redacted] and offered her $75 service fee reimbursement which she appreciated. She also stated that her furnace is now up and running. We respectfully request the Revdex.com to close this matter as the repairs have been completed and the service fee is being reimbursed as [redacted] requested.  We thank her for bringing these matters to our attention as we do take them very seriously.  We look forward to servicing his future warranty needs. Sincerely [redacted] Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: your company failed to provide me with a valid account that would allow me to check my policy. My account was corrupted by the private information belonging to other people. I have evidence of this.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11129250 by [redacted]. We have located [redacted].’s Limited Home Service Agreement (“Agreement”) with the applicable claim. Thank you for the opportunity to review and respond....

We sincerely apologize for any frustration or inconvenience that [redacted]. may have experienced during the claim handling process. First off, we acknowledge his statements regarding the customer service that he received. We will have his concerns reviewed and addressed internally due to the dissatisfaction that he reported. Our records indicate on December 29, 2015, [redacted]. reported there was a leak under the kitchen sink. Independent service contractor RCI Inc., was dispatch to the home to evaluate the leak further. On February 4, 2016, [redacted]. called in upset because he had not heard anything since RCI Inc. was out to the home. A call was placed to RCI Inc. to check on the status of this claim. RCI Inc. reported the leak is coming from the sprayer on the Delta kitchen faucet and the sprayer needs to be replaced. RCI Inc. had ordered the sprayer and it was to arrive, per Delta on February 5, 2016. [redacted].’s service fee of $75 was refunded as a gesture of goodwill due to the delay of the part order. The Agreement purchased through HBRWC does state in section E-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 or labor difficulties.” On February 8, 2016, [redacted]. called in stating RCI Inc. had the wrong part. A call was placed to RCI Inc. They stated [redacted]. is disappointed in the quality of the sprayer but the part they installed came directly from Delta, the manufacturer. It was confirmed the sprayer was installed and it works. There were no further leaks reported. If [redacted]. would please reference his Agreement again under the Plumbing section. ”• Faucets and faucet handles (chrome builder’s standard used when replacement is necessary)”. Even though the faucet sprayer had been repaired and did not need to be replaced, to put this issue to rest, as a compromise, HBRWC offered $150 to [redacted]. (the average cost of a chrome builder’s grade faucet) or HBRWC would replace the faucet with a chrome builder’s grade as stated in [redacted].’s Agreement. [redacted]. rejected both offers. The Office of the President has called [redacted]. to go over the information and to discuss his options.  There was a message left which also provided a direct contact. We thank [redacted]. for bringing his concerns to our attention as these matters are taken very seriously.  HBRWC values [redacted]'s business and looks forward to hearing from him soon so we can come to an agreeable outcome. 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 Mr. & Mrs. [redacted]. We have located Mr. & Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the...

opportunity to review and respond.
 
Our records indicate on October 16, 2016, it was reported online the glass cooktop is cracked. The independent contractor, [redacted] reported: “the cooktop glass is shattered with a large impact point where something heavy fell on the glass. This is not normal wear and tear”. Pictures were received and reviewed by our appliance expert. The starburst pattern to the breakage is a sign of an object breaking the glass. The glass of the cooktop was denied pursuant to the Agreement under the Terms & Conditions; B-9 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): misuse or abuse…” Mr. and Mrs. [redacted] disagreed. The representative refunded the service fee.
 
Mr. and Mrs. [redacted] contacted a ** certified contractor who reported the crack was due to a thermal break. The claim was reviewed again and based off of the pictures, the evidence points to an impact and the claim remained denied. As a goodwill gesture and not an admission of liability. To put this matter to rest. HBRWC has refunded $138.05 - ($288.05 invoice - $75 service fee reimbursed - $75 service fee). It will take approximately 10 to 15 business days to receive the check.
 
HBRWC would like to apologize for any inconvenience Mr. and Mrs. [redacted] may have experienced.
 
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] and [redacted]. We have located [redacted] and [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for...

the opportunity to review and respond.
 
Our records indicate on July 3, 2016, [redacted] and [redacted] reported the air conditioner starts working, then stops and not blowing a lot of cold air. We dispatched a contractor who had a scheduled appointment for July 4, 2016 and there was no one home. The [redacted]’s wanted to use a different contractor. A contractor was located but due to the temps, they could not service right away. The customer decided to use their own contractor and the out of network guidelines were sent to them. Diagnostic’s received from his contractor recommending replacement of the system. There was not a diagnostic’s and pricing to move forward. There was a message left with the contractor.
 
It was decided to dispatch one of our network contractors. Independent contractor, [redacted] [redacted]. They reported there are 2 systems. Unit one evap coil is leaking and needs to be replaced. Unit 2, the condensate drain line is stopped up and the drain pan is sitting sideways and stuck in a triangle closet. The duct work to needs to be removed to make access to replace the drain pan. The contractor’s price for the removal was $575. Removal of the duct work is an out of pocket cost for the [redacted]’s. Per B-15 of the Agreement “You are responsible for additional charges to remove or install non-related equipment in order to make repairs.” This includes moving non failed ductwork in order to make a repair, this is access, and is not covered by the warranty.
 
A representative of this department was assigned to this case and had decided to pick up the out of pocket charges of $757 as to not to delay the claim any further. The representative has called the contractor and he has confirmed completion. She called and spoke to Mr. [redacted] and confirmed the work has been completed.
 
We regret that we are unable to address the consequential damage to the floors. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and is not intended to replace homeowners insurance. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.
 
HBRWC would like to apologize for any inconvenience [redacted] and [redacted] may have experienced due to the delay of their claims.  We value their business and we look forward to serving their 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 rebuttal submitted by [redacted]. Thank you for the opportunity to review further. We would refer Mr. [redacted] to our previous response in which we indicated as soon as we discovered from American Appliance that this was a standalone freezer and not an integral part of the refrigerator. We contacted Mr. [redacted] to explain that the stand alone freezers are specifically excluded from coverage. This was new information to HBRWC and unfortunately Sears did not report this to us sooner. It is important for Mr. [redacted] to understand that all of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. Sears is an independent contractor and HBRWC has no right of control over their actions.  We do apologize to Mr. [redacted] that the independent service contractor, Sears did not report this to us sooner. We do depend on Mr. [redacted] to review his Agreement to determine if an appliance is eligible for coverage prior to submitting a claim. As a goodwill gesture and not by any admission of liability, we have refunded Mr. [redacted] service fee. We regret we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We respectfully request the Revdex.com consider this matter closed. 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 claim. Thank you for the opportunity to review and...

respond.
 
Items under manufactures warranty are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. This is referenced in the Agreement under Air Conditioning and Heat Pump under “Supreme Protection (Optional for Buyer Only): *Items under manufacturer’s warranty” In addition this is also listed in the Terms & Conditions; E-11 “We are not responsible for items still under the manufacturer’s warranty or improperly installed unless the Supreme Protection option is selected.”
 
In [redacted]’s desired settlement he is requesting his service fee of $75 refunded. As a goodwill gesture, this has been done. It will take approximately 10 to 14 business days to receive the check. We would be disappointed if [redacted] decided to cancel his Agreement. If he is still considering cancelling with HBRWC, he may send a written request to [email protected]. The Agreement would be cancelled as stated in section I of his Agreement, which states: “If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the Agreement.”
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on July 3, 2017, [redacted] reported refrigerator is too cold/Icing up. The independent contractor, [redacted] was dispatched to the property and reported on July 12, 2017, online; “the unit needs a new duckbill drain tube, customer did not want part replaced.” Parts research responded that we need the part number for the duckbill and pricing for the install. Later that afternoon, [redacted] called in and asked the representative if we had any update on this claim so we could work up a cash buyout as she is not interested in having the refrigerator repaired. The representative advised we had not yet heard back from [redacted]. The refrigerator information was sent to parts research to locate the part so a repair buyout could be calculated for [redacted]. On July 13, 2017, [redacted] called in with a full diagnostics and reported: “the unit is missing a duckbill on the drain tube which is causing it to leak and build up a huge amount of ice in the freezer.” Missing parts are not eligible for coverage under the Agreement as stated in the Terms & Conditions; B-8 “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): missing parts…” Since [redacted] is the only contractor that had worked on the refrigerator, they advised they will cover the cost of the part and complete the repairs. [redacted] was still interested in the buyout, it was explained missing parts are not eligible so there would not be a buyout but [redacted] will add the duckbill. [redacted] requested a different contractor, a representative agreed and dispatched the independent contractor, [redacted]. On July 24, 2017, [redacted] reported the dispenser panel, the fill tube assembly and control board need to be replaced. A repair cash buyout was calculated from the parts and labor. [redacted] accepted the buyout.
 
HBRWC will not replace a refrigerator or offer a replacement cash buyout when only a couple of minor components need to be replaced. A repair or a repair cash buyout is the only option. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. This process is also specified in the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.”
 
In regards to [redacted]’s desired settlement, if we will not replace the refrigerator, she requests her money refunded for monthly dues and repair charges. We would be disappointed if [redacted] decided to cancel her Agreement. If she is still considering cancelling with HBRWC, she may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of her Agreement, which states:  “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges…”
“MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the service period, you may request cancellation in writing, and receive a refund for the full purchase price of the Service Agreement less service cost(s), any other unpaid charges.” Unfortunately the Agreement has been in effect since January 20, 2017 and past the 30 day money back guarantee. We would not be able to refund her monthly dues. The service fees are paid directly to the independent contractor for their travel and diagnostic time. The service fees are kept by the contractor and not transferred to HBRWC.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: Of the so called buy out. After the company agreed to send a check to assist with the purchase of a new washer in the amount of $400 dollars, they did not go through with what was promised. I canceled the policy. It was written up as if they sent me money for a washer and then deducted it from the remaining balance from a full years payment. All I received was my money back from the policy, not the washer. This company is showing a pattern of bad business practices!
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”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on July 8, 2016, [redacted] reported the vent hood blower is not coming on, the timer not working, The fan gets power, but the fan and timer will not activate. The independent contractor [redacted] was dispatched and reported the main board shorted causing the fan not to function. [redacted] was authorized to replace the board. On September 20, [redacted] called and advised they could not locate the board and they did not have the part number. Our parts inquiry department contacted the manufacturer. The manufacturer requested photos to determine how many pins the connector had for the board. The photo was received and the part number was acquired. The manufactured told us the board is on backorder. On November 8, [redacted] called and said the technician believes it is the touch panel and not the board. We felt it best, [redacted] replace both parts just in case. The information for the touch panel was sent to the manufacturer and this item was also found to be on backorder.
 
The manufacturer was contacted to check to see if the backordered parts were in stock. The main board was in stock but the touch pad was still on backorder. We wanted to order both parts since the contractor was not certain on which part had failed. A call was placed to the contractor to confirm which part is needed. This time, they reported it is the main board. HBRWC did not want to take the chance that it was just the board. If the board was replaced and it was found it was the touch panel, we would be back at square one. A representative spoke with our in-house appliance expert. This is not a standard vent hood and this is a manufacturer that HBRWC never works with. The representative of this department called and spoke with Mr. [redacted] and after some discussion and email, it was decided to offer the same model replacement buyout to Mr. [redacted]. Mr. [redacted] accepted the buyout.
 
HBRWC apologizes for the inconvenience [redacted] has experienced. HBRWC strives to provide fast, reliable service. We acknowledge that the delays occurred were preventable and will have this matter investigated further internally so we may make corrections and continue to improve our service. We would like to thank her for bringing her concerns to our attention as we do take these maters seriously.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation