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 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 September 6, 2016, Mr. [redacted] reported his air conditioner is not blowing cold air. The independent contractor [redacted] was dispatched. The first time out, the found the dual capacitor had burnt out and they replaced it. The system worked for an hour and stopped. The contractor was recalled to the home and found that the air handler needs to be replaced due to the blower motor has seized and stops due to thermos overload and the evaporator coil is leaking. There is no model or serial # on the air handler. We were not able to locate an air handler that the contractor needed. As to prevent any further delay, the contractor was authorized to replace the air handler. The contractor was booked and was not able to complete the work as quickly as we’d like. A supervisor has been assigned to this case and called the contractor. They report the work has been completed. He called Mr. [redacted] and received his voice mail. A message was left to confirm completion.
 
HBRWC apologizes to Mr. [redacted] for the experience he has had with the customer service and the delay to his claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:Exact same response as before even after proof was given to them.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
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 went into effect August 11, 2016 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on August 13, 2016, [redacted] reported his air conditioner is not blowing cold air. The independent service contractor, ** [redacted] was dispatched to the home and reported the system was void of Freon and there is a leak in the condensing unit. The claim was called in 2 days after the warranty effective date. Originally the claim was denied as “not in good working order at the beginning of the service period.” From our experience, it takes much longer than 2 days for an a/c system to lose all of its Freon. Mr. [redacted] did send in his home inspection which showed the system was in good working order and the denial was overturned. It was first decided to replace the condensing coil because it was more cost effective, however on August 23, 2016, the contractor reported we would need to replace the condensing unit. He did not give us his justification. We finally were able to get a hold of the contractor and he refused to replace just the coil as to the type of coil it is. As not to hold up the claim any further, the condensing unit was ordered. On September 7, 2016, a represented called Mr. [redacted] and confirmed the work is complete.
 
HBRWC would like to apologize for any inconvenience and delay [redacted] has 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

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.   Our records indicate on July 6, 2016, [redacted] reported her air conditioner is leaking water and not cooling. On July 7, 2016, [redacted] called in on status of a contractor. The representative called numerous contractors in the area and found the in-network service contractors that were contacted were booked and would not be able to service in a timely manner. There was one contractor, Dolce Heating & Cooling that was dispatched but had not yet responded to [redacted]. The representative offered to have [redacted] wait for Dolce H&C or she could contact her own out-of-network contactor. She chose to use her own contractor. The out-of-network guidelines were set up for her but apparently she did not receive them the first time. She called back later that day and they were sent to her email address:   “Emailed: [redacted] 1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference. 2.     If 2-10 Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor and an additional service fee will be payable by you to the additional Service Contractor.  Second opinions may cause significant delays in service. 3.     The Out-of-Network Service contractor must be licensed and insured for your protection. 4.     The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made.  2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization. Authorizations Department phone number: [redacted] (press option 2) 5.     After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursement. Please mail your request for reimbursement after we have authorized/adjudicated the claim to: [redacted] or Fax: (Toll) ###-###-#### or (Toll Free) ###-###-#### You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.” After the guidelines were sent to [redacted], there has been no further activity on this claim. A representative of this department has called [redacted] and a voice mail was received. A message was left that also provided a direct contact.   HBRWC apologizes to [redacted] for the experience she has had contacting our customer service department. When there is a heat wave throughout the United States, this can create higher than normal call volume 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. We value her business and look forward to hearing from her soon.   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 became effective June 30, 2015. Thank you for the...

opportunity to review and respond.   Our records indicate on June 2, 2016, [redacted] reported the microwave door is cracked and not closing. The latch will not open the door. Independent service contractor, Help Services was dispatched to the home. [redacted] called in on June 21, 2016 wanting status of his microwave. HBRWC had not realized the contractor had not called in their findings. After numerous attempts to Help Services, we acquired the diagnosis. The technician found the trim pack around the door is broken and the cover where the control board where screws goes in is broken. In Help Services professional opinion this was not due to normal wear and tear but from abuse by slamming the door. The claim was denied based on the Agreement under 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): misuse or abuse” [redacted] disputed the denial and requested a second opinion.   The independent contractor, Ace Plumbing was dispatched to the property. On July 20, 2016, the technician reported the door is cracked and it had broken from pulling on the handle to open. He did not mention this was due to misuse and abuse. It was determined we would overturn the denial.   A representative of this department contacted [redacted] and offered a comparable replacement microwave or the equivalent replacement buyout. He will look at the unit “on line” and make his determination. Concerning the pool claim. His contractor called in the diagnostics and the amount exceeds the $1000 maximum of the Agreement. [redacted] accepted the buyout in the amount of $1000. [redacted] found this acceptable.   First HBRWC apologizes for Help Services on the delay of not submitting their diagnostics in a timely manner. A criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. Help Services has been passed along to our contractor relations department to address them. We also apologize for the experience he has had concerning his 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. HBRWC’s mission is to provide fast and friendly service, leaving a positive experience to all our customers. His concerns allows 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 rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
Our records indicate the independent contractor, [redacted] [redacted] was dispatched. On January 29, a representative contacted MD and they reported the defrost board and sensor had failed and both parts were ordered. The defrost board has been received and the sensor is scheduled to arrive on January 31. When a new contractor is dispatched, the claim starts over and this does delay the claim. The contractor supplies and orders their own minor parts. The 2-10 HBW Field Service Manager contacted [redacted] . She was advised that they have received both parts, however there has been a family emergency and they will not be able to install the parts until next week. The unit is heating. We do empathize the elderly but there are some things out of our control. We have no control over labor issues and parts orders as stated in the Agreement under 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.”
 
Mrs. [redacted]’s service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the check.  In regards to Mrs. [redacted] request to receive the $479 she paid for the Agreement. The only way any portion of the Agreement can be refunded is if she cancels her Agreement. The Agreement has been in effect since August 11, 2017 and past our Thirty-Day Guarantee to receive a full refund. We would be disappointed if Mrs. [redacted] decided to cancel her Agreement. If Mrs. [redacted] is considering cancelling her Agreement with 2-10 HBW, she may send a written request to [email protected]. The Agreement would be cancelled as stated in section H of her Agreement, which states: “The Provider is the responsible party for honoring cancellation requests. Such requests must be received in writing. You may cancel this Service Agreement at any time (send your written request to us at [email protected])... If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
 
We are sorry Mrs. [redacted] 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 President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: My Air conditioner still doesn't work and 2-10 Warranty company is not making any effort to get it repaired.I'm satisfied with the resolution on the oven.  I'm not satisfied with the resolution of the Air conditioner.  I have received a response from 2-10 home warranty company after 25 days.  The recall work order, and the root issue was not because the air conditioner can't keep the house cool enough. The root issue is that the air conditioner compressor motor shuts down at random times, at random temperatures, for random amounts of time.  For example, it can shut down after running for 30 minutes in 76 degree weather outside and stay shut down for four hours, or it can shut down for 15 minutes when it is 100 degrees outside.  Every contractor that came out assumed that the compressor motor is overheating and not one contractor had made the effort to actually take a look at it.  There is absolutely no way to say, with any certainty, that the motor is shutting down due to overheating when the contractor(s) did not even inspect the motor itself.  Furthermore, even if it was overheating and shutting down, that would raise a red flag because a normal functioning air conditioner should not be shutting down on a daily basis.Because this problem is intermittent, I have decided to record and upload a video of when the air conditioner is functioning properly and when it is not.  I did this because I wanted to avoid a contractor coming out while it was functioning properly and assume that it is always working.  Unfortunately, the third time a contractor came out and that was the result that I got.  The response I received is "I can't fix it because it is not broken."  Again, there was no effort to look at the compressor motor even after watching the video of the intermittent issue. The compressor motor is now shutting down more frequently, and for longer periods of time.  I have been without a properly functioning air conditioner for nearly two months.  My wife was 8 months pregnant at the time this issue started, now we have a one month old newborn in the house.  I find it absolutely ridiculous that I have to go through all of this, just to get what I had paid for in the first place.  I feel that 2-10 home buyers warranty is doing everything they can to avoid responsibility.  Simply put, the air conditioner doesn't function properly and it's not getting fixed.  I am requesting another contractor to come out, actually look at the compressor motor, and diagnose the issue.  I am requesting that the contractor come ASAP as this is now considered an emergency given the Florida heat and the fact we have a newborn in the house.   
Sincerely,
[redacted] P.S.  Here is the link of the mentioned video:  [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 7, 2016, [redacted] reported collapsed ductwork. Collapsed ductwork is excluded from coverage pursuant to the agreement on page 4 under Air Conditioning EXCLUDED: “Collapsed ductwork.” Mr. [redacted] desired resolution is to get a full refund of his Service Agreement. A full refund was processed on August 18, 2016. It does take approximately 10 to 15 business days to receive the check.
 
We appreciate Mr. [redacted] for bringing his concerns to our attention as we do take these matters seriously. We respectfully request the Revdex.com consider this matter closed as his warranty is now canceled.
 
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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response. We are not obligated to offer any compensation for consequential water damage. Pursuant to Section B-5 which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage. We regret we will be unable to compensate her for the property damage.
 
I would like to let [redacted] know that the contractor relations department has contacted the contractor and according to the contractor, a claim has been initiated with their insurance company.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: 11298062
I am rejecting this response because: The business did not explain the reason why its employees, mainly [redacted], informed me that they could retroactively apply the coverage. I did not receive the upgrade requests before the January 13 deadline. The business also did not address the issue of me calling on 2-29-16, informing customer service there was an issue and I had not received the upgrade requests until the end of February. At that time I was informed that a supervisor would return my call. Obviously they did not. The supreme protection could've been added back in February, before my service requests, and thus repairs would be covered. Finally the business did not address the unprofessionalism of the female agent who told me I was not allowed to speak to a supervisor and that only 2-10 representatives can speak to the supervisors. She also explained that it was my responsibility to follow up on my phone calls, regardless of what I was told by customer service agents. I agree with what the business responded but they did not address my key concerns. The out of pocket repairs are not the issue, the misinformation and bad business practices are the issue. I will be seeking legal counsel if these issues are not addressed and resolved in an agreeable fashion. Thank you.
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 Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate the independent contractor [redacted] HVAC found the system not heating or cooling. The technician found the fuse inside the air handler had blown. He replaced the fuse and the system was working like it should. This allowed the technician to do a complete diagnostic’s. The technician then found the zone control board had shorted out. The zone control board does not affect the system from cooling or heating. Its purpose is to open and close dampers to allow air flow to the different zones that are programmed. Zone control systems are excluded from coverage and not covered. As stated in the Agreement under Air Conditioning and Heat Pump coverage; “EXCLUDED: all components of zone controlled and energy management systems”. It would be up to the [redacted] to have the board replaced.
 
A representative spoke to Mr. [redacted] and he advised the system does not heat and cool. The representative then contacted the technician who explained the shorted out zone control board most likely will keep blowing the fuse inside the air handler, until the zone control board is replaced. Mr. [redacted] disputed this as he believes [redacted] caused the damage to the zone control board. The representative advised how Mr. [redacted] can request for the independent contractors insurance. The request was received and forwarded to our contractor relations department.
 
To be clear, all of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are all licensed and insured and not employees of 2-10 HBW. We contract with these companies in order to service eligible claims, but we are each separate operating companies. If Mrs. [redacted] feels that the independent contractor caused the zone control board to short, her dispute would be with the independent contractor and their insurance company and not 2-10 HBW.
 
In regards to Mrs. [redacted]’s request to cancel her Agreement, we apologize that her experience has led her to this decision. If Mrs. [redacted] is still considering cancelling her Agreement with 2-10 HBW, she may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of his Agreement, which states:  “You may cancel this Service Agreement at any time and is non-cancelable by us (send your written request to us at [email protected]) … 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”.
 
We regret the zone control board is excluded from coverage. As such 2-10 HBW cannot be of further assistance in this regard as we are not liable for this expense. 2-10 HBW has honored our obligations as stated in the Terms and Conditions of the Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /[redacted]/
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [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 that on August 7, 2014 an independent service contractor was authorized to replace Mr. [redacted]'s attic fan. HBRWC was next contacted by Mr. [redacted] on June 5, 2015 stating that this replacement did not occur. We sincerely apologize for the delay that Mr. [redacted] encountered.
A new contractor was dispatched on June 5th who went to the property on that same day. This contractor declined service after determining that the attic fan had been tampered with during renovations to the property, as they were not able to accept the potential liability this may cause. We do apologize for this inconvenience.
At this time, HBRWC would like to request that Mr. [redacted] obtain his own service contractor to replace the attic fan. We ask this pursuant to section A-1 of the Agreement which states that on occasion, "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."
The contractor Mr. [redacted] obtains may call 800.482.4776 and then press option 2 to report his quote for replacing the attic fans. HBRWC is able to pay by check or over the phone via credit card. Alternatively, Mr. [redacted] may also pay the contractor directly and submit an invoice to HBRWC for reimbursement. We would note that even if the latter option is selected, HBBRWC must receive the contractor's report and quoted price prior to repairs being performed.
We apologize again for any inconvenience that Mr. [redacted] may have experienced. The replacement of Mr. [redacted]'s fans is eligible for coverage, and we will assist Mr. [redacted] in whatever way possible to facilitate the completion of these repairs.
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/08/10) */
Revdex.com Case #XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes for the delay [redacted]...

[redacted] experienced on this service request. We strive to provide all of our customers with fast and reliable service and anything less is unacceptable. This matter we be investigated internally.
Our records indicate that [redacted] set up an air conditioning service request on May 26, 2015. HBRWC dispatched the request to independent service contractor, [redacted] & [redacted] reported on May 28, 2015 that the failure was due to a faulty compressor. HBRWC authorized [redacted] to replace the compressor. After having to re-confirm equipment information with [redacted] HBRWC ordered the compressor on June 9, 2015.
On June 22, 2015 [redacted] reported the part was too tall and would not work with the system. After working to obtain better part information from Eico, we placed a second order on June 29, 2015. On July 9, 2015 Eico reported that the second compressor was defective. We ordered a third compressor at Eico's request on July 10, 2015 and on July 15, 2015 they reported that one was also defective.
At this point, HBRWC thought it would be best to send out a 2nd opinion to evaluate the failures as two brand new compressors were defective. HBRWC dispatched independent service contractor, South Home Air ("South"), who serviced on July 16, 2015. South advised the compressor was improperly wired and the unit needed a new run capacitor and additional refrigerant. South was able to complete the work that same day and Ms. [redacted] confirmed the system was working.
It is clear that the circumstances surrounding Ms. [redacted]'s service request were issues with obtaining correct information and waiting for parts to arrive. Per Section B-9 of Mrs. [redacted]'s Limited Home Service Agreement ("Agreement"), it states: "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
Despite not being liable for parts delays, when HBRWC decided to dispatch the service request to South as a 2nd Opinion, we had offered Ms. [redacted] $150.00 as a gesture of goodwill to acquire temporary cooling, such as fans or window unit, while we continued to seek resolution with her air conditioning system. We are still awaiting a receipt or invoice for this temporary cooling and will be happy to reimburse when once received. As an additional goodwill gesture and not admission of liability, we are authorizing the reimbursement of her $100.00 service fee. Ms. [redacted] should receive a check in the mail in the next 10-14 business days.
We thank Ms. [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: The information provided by 2-10 is false.  There were 2 occasions where repaired was schedule for the refrigerator.  Each repair was canceled by the company.  These are companies hired by 2-10.  They are welcome to reach out to these companies and gather information as to why.  The main issue in this case is 2-10's lack of customer service, and qualified educated employees on their end.  Several calls were made by myself to 2-10 where I was in contact with an employee who was not trained to handle the issue, or was not knowledgeable regarding my situation.  Several months went by without quality communication on their end.  This is not my fault.  I had a policy with this company to cover my appliances.  The only appliance connected to the failed outlet was the refrigerator.  Meaning more than likely a surge came from the refrigerator, causing the outlet to fail. This may have been proved if the repairs were not canceled.   2-10 needs to honor the warranty they sold me.  They also need to understand that lack of communication whether it be unreturned phone calls, of unanswered emails does not make a situation go away, or justifiable on their end.    This company sells warranties to new homeowners, but does not want to held accountable when the policy holder issues a claim.  This is beyond unacceptable, and should not be tolerated by the Revdex.com.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution still not fixed. Currently I am awaiting the parts for the unit to come in so that the contractor can attempt to fix the issue. My concern is how many contractors will it take to fix this issue. This is the 3rd contractor to come and send information about my u it to 2-10. I am worried if this fix does not work, that we are going to get again send a different contractor out to assess. At some point a descision needs to be made n replace the unit in my opinion. This is contractor number 4 currently. 
Sincerely,
[redacted]

Revdex.com:I am glad the business finally decided to believe me and pull their records to see in fact I did attempt to work with them. Previously they denied all records of me contacting them. Only after proving the conversation did exist did they try to find the records.I do agree with the record of the conversation but still content it was not clear we had to send the write-up prior to repairs..  We were in the car traveling and on speaker phone during the conversation and remember all of the points in the conversation except the part about sending the info before the repair. We did indeed have the contractor write-up the diagnosis per the representatives instructions and we were prepared that the company would have to verify with their own contractor and that there may not be full coverage but we did not catch the part about "before the repair". This is likely evident if the entire transcript was provided. We did indeed contact our contractor and had them do the work with a full report.Regardless, it is clear the company is not interested in the true spirit of the warranty and resolving the issue rather would prefer to hide behind the technicality.I have already paid for all repair work and will not be pursuing this matter further other than to consult the realtors association as this company obviously is taking advantage of the buyer/seller transaction without a real desire to remedy problems.
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 air conditioning claim. Thank you for the opportunity to review and respond.   Our records indicate on May 28, 2016, [redacted] reported her air conditioner is not blowing cold air. Independent service contractor, VA Climate Control Inc. accepted the dispatched and reported that they believed the problem was the defrost control board. The technician replaced the board but this did not fix the problem. The contract was not sure what the issue was and request we send out a contractor who is knowledgeable in nest thermostats. Thermostats are eligible for coverage however the nest thermostat is a smart thermostat. Energy management capabilities other than the programming of temperature is not eligible. A representative of this department spoke to [redacted]. Her contractor found the defrost board and run capacitor needed to be replaced. HBRWC 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

Complaint: [redacted]
I am rejecting this response because: this response  does not address the unfounded cost that I was quoted. premium  coverage or not the additional items that I was advised that I needed were not necessarily. also the statement that they were unaware that my hot water tank was only 3 years old is incorrect because I told them how old it was.
Sincerely,
[redacted]