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 April 6, 2017, [redacted] reported her air conditioner is not blowing cold air. The independent contractor, [redacted] was dispatched to the property and reported the evaporator coil has a small leak, the technician was able to braze, add leak seal and recharge the system with R-22.
 
On August 7, 2017, [redacted] reported her air conditioner was not blowing cold air again. The independent contractor [redacted] was dispatched and reported the last contractor charged the system with NU-22 instead of R-22 which caused the system to clog. The technician attempted a flush but was not able to remove the clog. [redacted] recommended system replacement. The representative authorized [redacted] to replace the system and he updated [redacted] with the out of pocket costs. Then it was found that the clog is isolated in the evaporator coil and only the coil needed to be replaced. The outdoor condensing unit did not need to be replaced. We do apologize to [redacted] for the information given to her was not correct. We acknowledge that the allegations that Ingrain is placing blame on [redacted] should have been addressed with the contractor relations department as all of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. If the allegations are true, [redacted] would be liable and they would need to warranty their work.
 
On August 23, 2017, [redacted] was sent to the home and reported the correct refrigerant was used. The technician’s report; “found standing pressure that did not come near pt chart. Found the condenser coil plugged with dirt and the evaporator matted with dirt. Cleaned indoor and Outdoor unit chemically. Removed original strainer drier and replaced with hp drier. Pulled vacuum and charged system. System is online and cooling.”
 
[redacted]’s service fee has been refunded. We regret, we would not be replacing [redacted]’s ac system. 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. We do not replace an entire system solely due to age.
 
In regards to [redacted]’s request to cancel her Agreement, we apologize her experience has led her to this decision. If [redacted] is still considering cancelling her Agreement 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”
 
HBRWC apologizes to [redacted] for any experience she may have had concerning disconnected phone calls or rude behavior by our employees. We take these accusations seriously and can assure her that this matter will be investigated internally. We acknowledge that there were opportunities to provide [redacted] with better service and we work very hard to prevent situations like this. We thank her for bringing her concerns to our attention as it enables us to make corrections and continue to improve our service. We try to make the service a seamless process for our customers and recognize improvements needed when the contractors or the service representatives fall short.
 
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 air conditioner claim. Thank you for the...

opportunity to review and respond.   Our records indicate on June 26, 2016, [redacted] reported she heard a loud pop sound and smoke and steam come from the unit. Independent service contractors, A-1 Indoor Comfort Systems and Professional Heating & Cooling found the condensing coil leaking. The technicians recommended replacing the coil or the condensing unit. It is not noted that they recommended system replacement only. We do apologize if the contractors did states this to her. If [redacted] would please refer to section B-1 of the Terms and Conditions state “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” HBRWC does take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours.   We were going to move forward with replacing just the condensing coil since that was the only failure and the part was available at the factory. Then shortly afterward we were notified the coil was on backorder for 45 days. We could not expect [redacted] to be without air conditioning this long. The decision was to replace her entire air conditioning system. A representative called [redacted] and offered to replace her system or take a replacement buyout. [redacted] decided to take the replacement buyout so she could use he own contractor.   First HBRWC apologizes to [redacted] for any experience she has had concerning her hold time with the customer service department. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center.   We are also in the process of reviewing her concerns about the individuals she has in her complaint. This is being addressed internally so we may make corrections and continue to improve our service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. 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 [redacted] at Home Buyers Warranty Corporation VI (“[redacted]”) is in receipt of the inquiry submitted by [redacted].  We have located Ms. [redacted] Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the opportunity to review and respond. On...

December 29, 2015 the independent service contractor [redacted] stated that the microwave was not repairable.  Ms. [redacted] existing microwave was a built-in unit that was 2.0 cubic feet, stainless steel in color, and had sensor cooking abilities.  [redacted] offered Ms. [redacted] the option of a replacement unit, a GE model [redacted], or $233 which was [redacted]’s cost to purchase and install that unit.  This offer was made pursuant to section B-1 of her Agreement which states, “Replacement is based on “like-kind”. For appliances and plumbing fixtures, this means we will replace, when replacement is authorized, with equal or better quality equipment, except where noted in eligible equipment.” The $233 offered was based on section D-2b of the Agreement:  “We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual cost. We are not obliged to extend such an offer in any particular instance, and you are under no obligation to accept such an offer, which may be in the event one has been extended. Such offers are typically made subject to restrictions.” In her complaint, Ms. [redacted] notes that in the Appliance trade section of her Agreement, it references a $400 claim limitation per appliance.  This is the maximum amount that [redacted] would pay for an appliance per contract year.  This does not mean that she is to receive a total of $400 for each claim placed. We acknowledge Ms. [redacted] statement that the microwave we were offering would not fit with the existing trim kit.  However, section E-2 of her Agreement does state that we are not responsible for matching brand.  We would also note that even if Ms. [redacted] elected to purchase a [redacted] brand microwave, this is no guarantee that it would fit with the existing trim kit. Furthermore, the trim kit utilized with a built-in microwave is not eligible for coverage.  The trim kit is not a part of the microwave itself.  Rather, it is a cosmetic piece.  Section E-7 does state, “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” We apologize that we are not able to be of further assistance with this matter.  Our records indicate that on December 30, 2015 Ms. [redacted] did accept the $233 that was offered.  This check was processed and mailed the following day.  While we have verified the dollar amount offered is correct, we none-the-less would like thank Ms. [redacted] for bringing her concerns to our attention so we may evaluate this matter further. Sincerely, [redacted] Office of the [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11032978 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 22, 2015, [redacted] reported her refrigerator would not turn on. The independent service contractor, C & S Appliance Service was dispatched to the property to evaluate the claim further. On December 31, 2015, the technician reported the control board and temp sensor were not working. The contractor stated he was not able to locate the control board. This was sent to the parts inquiry department to locate the control board. On January 4, 2016, [redacted] called in to check the status, she was explained that it appears the part was no longer available and a new unit may be offered. On January 5, 2016, HBRWC parts inquiry department checked Sears and the control board showed it was available. On January 5, 2016, [redacted] called in and she was explained that the part was located and we are moving forward with the repairs. In the Terms & Conditions of the Agreement B. “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” A supervisor spoke to the [redacted] and apologized for the misinformation and her service fee of $75 was refunded. The supervisor further had the order placed for a 2 day delivery to the contractor. The delivery date to the contractor was for January 8, 2016. This was explained to [redacted] and accepted. On January 15, 2015, [redacted] called for status of the parts. A tracker was placed on the parts. A representative for the parts inquiry department called Sears to check the status. The control board was delivered on January 8, 2016. Sears told us, the temp sensor was no longer available. Since the temp sensor was no longer available. A comparable refrigerator was offered to [redacted] on the same day. [redacted] called back and accepted the refrigerator. [redacted] was contacted and the new refrigerator has been installed and up and running to her satisfaction. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously.  We look forward to serving his future warranty needs. Sincerely [redacted] Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: after receiving their message, I made 3 attempts to contact them back over the course of a week. I got no return call. The company's defense of my complaint is that I didn't renew my warranty, and that my complaint was after the 30 day guarantee period on the work. I wasn't going to renew for $500 so they could tell me that my a/c issues were a pre existing condition. Secondly, when an a/c system is fully charged, and has a leak, generally, it takes several months for enough refrigerant to leak out before the system loses its ability to cool. Unless of course, it's a huge leak. But we don't know that because the contractor never attempted to find the leak, as that would have cost the warranty company more money. Honestly. When you have a leak in a tire, do you plug the hole and drive on, or do you take it off and put it in water and check to see if their is another nail. So the 30 day guarantee is useless. Their defense is just cover smoke for the real complaint. They advertise for "complete repairs" , and give you a band aid. I've had stop leak used on 3 different properties and it hasn't worked yet. Good luck with this company. Read some of their 876 other complaints, 695 of which are service related. 
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 June 8, [redacted] reported it is 75 degrees in her home and the air conditioner is not cooling. The independent contractor, [redacted] was dispatched to the property and reported the system was 3.5 lbs. low on refrigerant, the contractor believed it was a small leak and added stop leak to the system. On June 19, 2017, [redacted] was sent a recall dispatch to evaluate the air conditioner further. The technician reported the system is low on refrigerant again, a leak test was done and it was found the outdoor condensing coil was leaking. [redacted] was authorize to do the replacement of the coil and the coil was ordered with an ETA of June 29, 2017.
 
On July 5, 2016, [redacted] called in upset as she advised [redacted] has cancelled 3 times saying their truck has broken down and she had taken time off work to be there for the scheduled appointments. The representative called [redacted] and assured the representative they put her as their first appointment for July 6, 2017 [redacted] has reported online the coil has been replaced.
 
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. A stern criteria of the independent contractors we utilize is to provide our customers and HBRWC fast, reliable, professional service. Do to [redacted]’s dissatisfaction with [redacted], the contractor has been sent to our contractor relations department to address. In [redacted]’s desired settlement, she requests her service fee reimbursed. This has been done. It will take approximately 10 to 14 business days to receive the check.
 
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.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:  Nothing has been resolved to date.  The insurance company has been in touch with their client, [redacted], who was contracted by 2-10 Warranty to do the plumbing service at my property, and they are awaiting a response from them. [redacted], who works with [redacted]'s insurance carrier, is on vacation and they cannot verify what has or has not occurred to date.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Mrs. [redacted]. 
 
Mrs. [redacted] rebuttal response provides no additional information to overturn our decision. We apologize to Mrs. [redacted] that she did not receive the quality service that she expected as 2-10 HBW is committed to providing superior home warranty protection and customer service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We apologize in advance to [redacted], if he did not receive the quality service that is expected from the employees or contractors assisting him. 2-10 HBW is committed to providing superior home warranty protection and customer service. The 2 service fees of $75 each have been refunded. It will take approximately 10 to 14 business days to receive the check.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: The repair was authorized by your office. The fact that it should not have been was mistake on your part not mine. Before I left the contractor put a hole in my wall, I asked if it would be fixed and was advised yes. Your office gave inaccurate information and I am paying the price for it. My entire service fee was not refunded only $75 was. That is not the cost of my service fee. This is my second year doing business with this company and there will not be a third! You have terrible customer service and I was treated terribly. To top it off the company does not care. I would strongly recommend a more reliable company when looking for a home owners warranty just like the other hundreds of people who have made complaints!
Sincerely,
[redacted]

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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on December 28, Mr. [redacted] reported his cook top is giving the F47 error code, the independent contractor, [redacted] was dispatched and reported both control boards need to be replaced and the boards were ordered. On January 8, [redacted] advised us they were overbooked. The independent contractor, [redacted] was dispatched and reported the same issue. On February 7, 2018, [redacted] called in and advised the board received, is defective and it must be reordered. On February 19, 2017, [redacted] called in and advised he has replaced all three parts and the display is not working as it needs to be programmed. When the technician called [redacted], they refused tech support as [redacted] is not on their list of [redacted] companies. 2-10 HBW had no contractors in the area that were certified with [redacted]. 2-10 HBW requested Mr. [redacted] to locate a contractor to program his cooktop. Then after further review with our in house appliance expert, he thought it best to offer Mr. [redacted] a comparable replacement cooktop as the steps necessary to program the cooktop are extensive. It takes 18 steps to figure out what the problem is and one of these steps is to program the board. Mr. [redacted] was offered a comparable cooktop or the equivalent cash buyout. We are waiting on his decision.
 
We do acknowledge the unforeseen delays. Repairs do take longer than just replacing an appliance. Home service Agreements are there to get systems and appliances back to running condition and this is the promise we make.  It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. We had no control over the first contractor not responding to the recall or the manufacturer not willing to help the contractor program the cooktop. As the Agreements Terms & Conditions indicate, B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.
 
We apologize to Mr. [redacted] that he did not receive the quality service that he expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. We look forward to hearing from him soon on his decision.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/06/22) */
The Office of the President at [redacted] of Virginia, Inc. ([redacted]) is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Ms. [redacted] Limited Home Service Agreement ("Agreement") for...

the property at [redacted] in [redacted] Beach and applicable claim. Thank you for the opportunity to review and respond.
We do apologize for the delay that Ms. [redacted] experienced during the claims handling process. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We will have this matter evaluated internally.
Our records indicate that the non-covered charges associated with the repairs were quoted at $519 total. Of that $519, [redacted] agreed to pay $327.50 total as a gesture of goodwill due to the delay. This left $191.50 as the customer's responsibility. In addition to this, we did reimburse the service fee. We regret that we will not waive any further non-covered charges, and that Ms. [redacted] will be responsible for the $191.50 that was quoted. In the terms and conditions of the Agreement it does state, "To keep the cost of this [redacted] Agreement (Agreement) affordable, we cannot cover everything."
We again would like to apologize for any inconvenience that Ms. [redacted] may have experienced. We thank Ms. [redacted] for bringing this to our attention so we may review the matter further. This feedback will help us to improve our service. Our records indicate that the installation was successfully completed on June 3, 2015 with no further repairs needed after that time.
Sincerely,
[redacted]
Office of the President
[redacted] of [redacted], Inc.

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 June 24, 2016, [redacted] reported the air conditioning was not blowing cold air. Independent service contractor, [redacted] Services was dispatched to the home and completed repairs on June 29, 2016. On July 4, 2016, [redacted] called in and advised he air conditioner is not cooling again. On July 5, 2016, Lee Rauch called requesting a different contractor due to scheduling issues. It was explained that it is best to recall the same contractor out because they are responsible for their work. [redacted] called back later that day and wanted a different contractor. It was explained that we need to have [redacted] warranty their work but she did not want to use a contractor she was not comfortable with. The representative dispatched Independent U.S. Heating & AC. On July 7, 2016 U.S. Heating & AC reported they had gone to the home but did not diagnose the system. They did not want to work on a system that was recently worked on by another contractor. [redacted] was sent another dispatch to warranty their work. [redacted] called in late that day and refused to have [redacted] out to the home and the dispatch was cancelled again.   A representative called and spoke to [redacted], he decided to get the repairs done on his own. He is forwarding the paid invoice to a direct contract email for review and reimbursement. As a goodwill gesture, his service fees have been refunded.   HBRWC apologizes to [redacted] for the experience she has had concerning his hold time with the customer service department and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:On July 11th, [redacted] from [redacted] did provide the cost breakdown over the phone to [redacted], customer service rep with 2-10, on the 3 way call I initiated. [redacted] did reach out to his manager and declined to approve any compressor/condenser replacement, saying 2-10 needs a diagnostics from one on the in-network contractors. [redacted] was dispatched again to provide whatever information was missing.I kept checking on the status of the claim on July 12th and July 13th, [redacted] did not reply to 2-10's request to perform the repair. On July 13th I spoke with [redacted] in claims department, [redacted] in claims management, [redacted] In the escalation department, and I asked for a resolution. I was told somebody will get back to me by the end of the day, I specified that if I did not hear anything from 2-10 I will ask the independent contractor to replace the system.  It was only on July 14th that I  received a call from [redacted], offering to send a third in network contractor, without any specifics on how long the new diagnosis and repair/ replacement process might take. The agreement with 2-10 has no time limit in which these repairs can be made, so in theory by the end of the summer, 2-10 could find a contractor that would do the repair, at the negotiated rates, however that is totally unacceptable. While 2-10 has the buying power and negotiated rates with contractors, the reality is that in a month,  2-10 was unable to find an in network contractor to perform the repairs. The first in network contractor, after the initial visit, declined to work with 2-10, the second in network, [redacted], was not willing to replace the compressor only either,. [redacted] knew, this being the second repair in less than 2 months, it will not last and they'll have to guarantee the work. Thus [redacted] recommended a system replacement as well, which was not approved by 2-10. There was no guarantee that a third in network contractor would be willing to replace the compressor only. Based on the unavailability of in network contractors and their recommendation I am asking for a reimbursement for the entire system. 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 22, 2016, [redacted] reported his circuit breaker is tripping on the air conditioner. Independent service contractor, [redacted] was dispatched but they were unresponsive after going to the home. Due to the high temps in the area, it was difficult to locate a contractor that could service in a timely manner. [redacted] was dispatch, then there were several attempts to reach them. We were able to get there report on August 2, 2016. They reported “the TXV valve is not allowing the refrigerant to flow. Possible improper install and burned from torch. Front of coil is burnt from overheating when it was installed.” Then the contractor refused to do the work and states this is a 2 year old system and is under manufactures warranty. Mr. [redacted] was offered an out of network contractor [redacted]. There report shows the TXV is in the stuck position. His contractors cost was higher than our in network contractors cost and he was reimbursed our cost. Since the contractors cost was reasonable and we requested to have Mr. [redacted] get his own contractor, his contractors cost should have been paid in full. We apologize to Mr. [redacted] for this and will reimbursing him the balance of the invoice as well as reimbursement of his service fee. A representative of this department has called him and left a voice message with his direct contract information.
 
HBRWC again apologizes to Mr. [redacted] for the experience he has had concerning his customer service experience and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal wait time and call back time in the call center. The independent service contractors also experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and [redacted] service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) 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.
 
[redacted]’s Agreement has a $400 maximum on her dishwasher. This amount has been exceeded. The original independent contractor, [redacted] reported the dishwasher was functioning as it should after the repairs were made. [redacted] disagrees, advising the dishwasher was not fixed. As a goodwill gesture. The $400 maximum has been reset under one condition, that [redacted] takes this amount as a cash buyout, so she can put this toward a new dishwasher. We will not put this amount toward further repairs. A representative of this department has emailed [redacted] with our offer.
 
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.
 
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”) that went into effect July 21, 2016 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on July 26, 2016, [redacted] reported there was a leak in the basement and air was not blowing out very cold. He spoke to a representative and said he closed on Thursday July 21 and moved in on Friday July 22 and found the basement floor wet from condensation from the ac unit. He shut the unit down and called in the claim. The representative explained that this may be an issue that occurred prior to the effective date of the Agreement and if this is the case it will not be eligible for coverage. She explained there is a pre-existing clause in the 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 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.”
 
The independent service contractor, [redacted] [redacted] was dispatched and reported the system was low on refrigerant, added leak seal and the system worked for a short period until the Freon leaked out. [redacted] was recalled right back to the home and reported the leak seal did not hold, there are leaks around the compressor, and it has shorted to ground. The contractor is afraid if he takes the compressor out, the unit may fall apart. The technician tried to do a leak test but the Freon was coming out everywhere.
 
The claim was reviewed and there was enough evidence to determine the system was not in good working order at the beginning of the Service Agreement and the claim was denied. Mr. [redacted] sent in his home inspection. For a proper visual inspection and testing, would require a licensed HVAC company. A home inspector is not a licensed HVAC contractor. There were no mechanical tests or visual inspections such as temperature readings, done to the system to show that the system was in good working order. The home inspection was not enough information to overturn the denial. We regret that [redacted]’s air conditioner is not eligible for coverage. We apologize that we are not able to be of further assistance.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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.
 
When and evaporator coil is in need of replacement and the like kind coil is not readily available, per the Agreement 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.” This means to construct/modify the ductwork to accommodate the new coil would be the customers cost. Ductwork is listed as covered in the Agreement, however there must be an eligible failure to the ductwork in order for coverage to apply. Mr. [redacted] has our supreme coverage which state; “Improper installation/repair/modification
when necessary to effect an eligible repair. This means; if there was a prior improper repair or modification done to the ductwork, it would be taken care of. Mr. [redacted]’s duct work was not improper. Mr. [redacted] spoke to a manager. The manager understood his interpretation of the Agreement and has settled this matter with Mr. [redacted].
 
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 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 Mr. [redacted]. We have located Mr. [redacted]’ Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on March 6, 2017, Mr. [redacted] reported online a pipe leak. The independent contractor [redacted] was dispatched and found a pex pipe leak in the wall behind kitchen sink running to a hose Bibb outside foundation. In order for hose bibbs to be eligible for coverage, the Supreme option must be purchased. Mr. [redacted] did not purchase this option and the representative advised Mr. [redacted] the claim was not eligible for coverage. On March 7, 2017, Mr. [redacted] did call back and spoke to a supervisor. He explained he had the pipe repaired. The supervisor contacted the contractor and the technician advised that the line was inside the home behind the kitchen cabinet. The line had split inside and that the line was not specific to the hose bibb and that he did not replace any piping outside or replace the hose bibb. The supervisor overturned the denial and advised Mr. [redacted]. We request Mr. [redacted] to send the invoice into [redacted] for reimbursement. The pipe leak was repaired and the claim was overturned on March 7, 2016, the day after the claim was placed and prior to receiving this Revdex.com notice.
 
We regret that we are unable to address the mold and mildew issue. 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. 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.” In addition, 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)…mold”. We recommend Mr. [redacted] check with his homeowner’s insurance company.
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] has experienced. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation