2-10 Home Buyers Warranty

Initial Business Response / [redacted] (1000, 6, 2015/08/14) */ 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 Ms [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that on June 5, Ms [redacted] was advised that she would receive $in reimbursement for the replacement of her water heaterAt that time, we were waiting for an invoice verifying work was completed and the installation had been paid for by Ms [redacted] Upon learning that Ms [redacted] did not have such an invoice, HBRWC agreed to process her reimbursement as a "buyout"This means that we issued a check without confirmation that repairs had been completedAt this time, Ms [redacted] accepted this method and verified she understood that HBRWC would not offer further coverage for the water heater for the remainder of this contract yearThis is pursuant to section A-2a of the Agreement which states, "Instead of performing repair or replacement services, we may pay you cashSuch offers are typically made subject to restrictions." The buyout check was processed and cut on July 30, 2015, and Ms [redacted] should have received this check as it usually takes 7-business days for a check to be received in the mail We sincerely apologize for any frustration or miscommunication that may have occurred during this processWe acknowledge that Ms [redacted] was not advised to submit an invoice for work completed and that this led to a delay in the check being processedHBRWC strives to provide fast, accurate service and we will have this matter evaluated internally due to the error HBRWC would like to thank Ms [redacted] for bringing her concerns to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on September 28, 2017, [redacted] reported her refrigerator is not cooling and not freezingThe independent contractor, [redacted] was dispatched and reported the compressor is out and they do not work on sealed systems and request we reassign the work orderThe independent contractor, [redacted] was dispatchedOn October 5, 2017, a representative offered [redacted] $to put toward a temporary refrigeratorThe invoice was received and forwarded to accounting to reimburse [redacted] On October 9, 2017, [redacted] reported they found that the heat exchange line in the system is corroded and cannot be repaired because it is inside the cabinet [redacted] was offered a comparable replacement unit or the equivalent cash buyout [redacted] accepted the cash buyout 2-HBW apologizes in advance if a customer service representative was being rudeWe take these accusations seriously and can assure her that this matter will be investigated internallyHer customer service concerns enables us to make corrections and continue to improve our serviceWe can understand the frustration and inconvenience that [redacted] may have experienced during the time she did not have a working refrigerator 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 by MrsHendersonWe have located MrsHenderson’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records do not indicate a cancelation was received by Mrs [redacted] on November 11, This was reviewed by our accounting department and the $has been refundedIf Mrs [redacted] has any further concernsShe can contact our accounting department at ###-###-#### HBRWC would like to apologize for any inconvenience Mrs [redacted] may have experienced 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 claimThank you for the opportunity to review and respond Regarding [redacted] ***’s secondary heat pumpOur records indicate on June 16, 2017, [redacted] reported the circuit breakers are tripping and the unit is not responding to the thermostatThe independent contractor, [redacted] was dispatched and reported; “secondary drain pan filled with water and safety has unit shut offRemoved water from pan and cleaned the pan, blew out drain lineUnit running ok”On July 6, 2017, [redacted] ***’s contactor called in and reported “the primary drain pan is cracked and draining into the air handler on the opposite sideThe drain pan was improperly installed and needs to be replaced.” Per [redacted] ***’s Agreement under Air Conditioning and Heat Pump “EXCLUDED: condensate drain lines ” B-of the Terms & Conditions; “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer”In addition, her contractor reported this is due to improper installUnder Air Conditioning and Heat Pump “SUPREME (Optional Coverage, If Purchased) Items under manufacturer’s warranty Improper installation/repair/modification”This is also located in the Terms & Conditions B-“Costs to repair failures due to improper previous repairCorrection of improper installations or correction of mismatched equipment will be at the homeowner’s expense, except as part of Supreme when necessary to effect an eligible repairWe do not repair items covered under the manufacturer’s warranty unless Supreme is purchased.” On [redacted] ***’s Agreement, the Supreme Protection option was not purchased Our records indicate on the main heat pump, on June 19, 2017, [redacted] advised her heat pump is not blowing cold air [redacted] ’s was dispatched and reported on June 26, 2017; “The capacitor is blown and the compressor is burnt out.” [redacted] ’s was authorized to replace the compressorOn July 13, 2017, [redacted] called in requesting for a status update and it was found the parts request for the compressor had never made it over to purchasing to order the compressorThe parts research representative needed additional information from [redacted] ’s to place the order [redacted] ’s responded on July 17, and the order was pushed throughThis is an oem [redacted] compressor that needs to be shipped to [redacted] ’s; ETA of July 25, Placing the order of the compressor was due to an internal errorA representative did not properly forward the information to purchasing to order the compressorWe acknowledge and apologize for this internal delay that occurred, as this was preventable [redacted] ’s has been sent to our contractor relations department to address the delay in submitting the diagnosticsWhen there is a heat wave in the area, HVAC contractor’s do experience an unusually high volume of calls and do not always respond or complete the work in the time allotted After further review, it is found by the serial #’s of [redacted] ***’s [redacted] heat pump that they were manufactured in [redacted] heat pumps have a minimum year manufacturer’s warrantyThis means both of her heat pump would still be under manufactures warranty She can confirm this with ***As stated above, there is an option that must be purchased called the Supreme CoverageThe Supreme Coverage option was not purchasedIf [redacted] would please reference her Agreement under; Air Conditioning and Heat Pump under “SUPREME (Optional Coverage, If Purchased) Items under manufacturer’s warranty” In addition this is also listed in the Terms & Conditions; B-“We do not repair items covered under the manufacturer’s warranty unless Supreme is purchased.” We regret that we would not be offering any compensation for the secondary heat pump as it is not eligible for coverageDue to the delay of the compressor order for the main heat pump, we have moved forward with replacing the compressor, regardless if it is under manufacture warranty Again we do apologize for the delay caused in placing the order for the compressorHBRWC is committed to providing superior home warranty protection and customer serviceWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short 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 Ms [redacted] Ms [redacted] ’s is not listed on the Limited Home service Agreement (“Agreement”) with HBRWCThe Agreement is under [redacted] ***Thank you for the opportunity to review and respond Our records indicate on November 8,, 2016, it was reported online “the refrigerator is leaking water, making noises, door gasket coming off, door not closing, refrigerator freezing food.” The independent contractor AWOL Appliance Repair reported the door cams have caused the refrigerator to have issues with defrosting as the door is not closing at the bottomAWOL gave HBRWC the part # for the door cam and the part was orderedAWOL did not report the door needed to be replaced On November 28, 2016, Ms [redacted] called and advised that AWOL came out and told her she needs a new door but replaced the hinge (door cam) and the door is still not closingThe representative sent a recall visit to AWOL to revisit the homeOn November 29, 2016, AWOL contacted HBRWC and reported that they found the homeowner’s son swings on the door and that is why it will not close properlyIn light of this new information, the door is not eligible for coverageIn the Agreement at the beginning of the Terms & Conditions, it states; “We provide service for covered systems and/or appliances: Which do not operate correctly due to wear and tear;” In addition, B-“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, ” The representative called the [redacted] residence and received a voice mailA voice message was left advising why the door is not eligible for coverageOn December 7, 2016, it was explained again to Mrs [redacted] why the door was not eligible for coverage (misuse and abuse)This representative also thought the door was not eligibleWe do apologize if the representative stated the door is not eligible but this is not what the claim was denied for on November 29, As a goodwill gesture and not an admission of liability, HBRWC has refunded Mr***’ service feeIt will take approximately to business days to receive the check HBRWC again apologizes to Ms [redacted] for the experience she has had concerning this claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersIf Ms [redacted] is still considering cancelling the Agreement with HBRWC, she may have Mr [redacted] send a written request to [email protected] Agreement would be cancelled as stated in section F-of his Agreement, which states: “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charge.” 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***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 31, at 8:am mst, Mr [redacted] reported “online” pipe leakingThe independent contractor [redacted] was sent the dispatchminutes later at 8:am, [redacted] called us and stated they attempted to schedule an appointment with Mr [redacted] but Mr [redacted] told her they already have an appointment with someoneHBRWC had not dispatched anyone elseAt 8:am, there was a request to set up a drywall claimThe representative told the homeowner we need a diagnostics firstIt was found Mr [redacted] had used a contractor that was out of our network due to the urgency of the water leakageThe water to the building had to be turned off The Agreement has a $concealed maximum after the service fee for concealed plumbing leaksThis includes the drywall to a rough finishMr [redacted] was explained this and was refunded the maximum of $This is located in the Agreement on page under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: [redacted] Concealed/concrete encased water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500” and reduced by his $service feePer the Terms & Conditions A.2.a “If we elect payment, the amount will equal the lesser of: (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” There were multiple unrelated leaks such as faucets, angle stops, valves that his contractor also repairedMr [redacted] did not purchase the faucet coverageMr [redacted] was reimbursed an additional $since these items were not concealed I would also like to point out that the work was done outside of the warranty and without our prior authorizationPer The Agreement under the Terms & Conditions “APROVIDING SERVICE No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” In addition, A.2.a “If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with independent service contractors (this amount is usually less than retail cost or your actual cost) This out of network guidelines/instructions were also emailed to him as soon as we found out he went with his own contractor: 2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement 2-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 networkAlso, 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 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-Home Buyers Warranty will not pay for any repairs that are made without its authorization We do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 23, [redacted] reported his air conditioner is not reaching the desired temperatureThe independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner furtherOn June 30, 2017, BS Mechanical reported this is a heat pump package unitThere is a leak in the evaporator coil and condensing coilThe information was sent to our supply research department to check the needed coilsOn July 6, 2017, the coils were located but the evaporator coil is on a month factory backorderThe coils were orderedThe backorder of the evaporator coil is out of HBRWC’s control as stated in the Agreement under the Terms &Conditions; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” On July 24, 2017, there was an agreement with [redacted] where if we replace the heat pump package unit, he will be responsible for the difference of the cost of repair vs replacementThis benefits [redacted] as we acquire our HVAC equipment at a discounted rateThe package unit was order 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 claimThank you for the opportunity to review and respond Our records indicate on July 29, 2016, the check was created for reimbursementThe representative incorrectly set the check template in the contractors name instead of [redacted] ***’s nameThis was human error on the part of the representativeThis has been sent to our coaching and development team so the representative may learn from the mistake [redacted] called on August 31, on the status of the checkA seasoned representative identified the mistake and had the check overnighted to [redacted] *** HBRWC apologizes to [redacted] for the experience she has had concerning this issueWe work very hard to prevent situations like this and are saddened to see [redacted] has decided not to renew her Agreement Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) that expired on February 4, and applicable claimThank you for the opportunity to review and respond We regret that we will not make the necessary repairs to the flange as the Agreement expired year, months ago and the Agreement was not renewedIn addition, we are unable to address the alleged consequential property damage caused by the flangeThis 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 insuranceThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We highly recommend [redacted] check with her homeowner’s insurance company To be clear, all of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWIf [redacted] feels that the independent service contractor, [redacted] miss-diagnosed the problem which may have also caused damage to the home, her dispute is with [redacted] and not 2-HBWThis is one of the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured We do apologize that we could not be of further assistance in this regard2-HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement 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 plumbing claimsThank you for the opportunity to review and respond Our records indicate on December 10, 2016, Brandy Perkins reported low water pressure on the hot side of guest and master showersIndependent service contractor, Zeller Contracting that was authorized to do the work, first attempted to replace the cartridgesThis did not work, so the technician was authorized to replace the shower valvesAfter the valves were replacedThe hot side still had low water pressureThe issue is not with the water heater because pressures are satisfactory in the rest of the homeThe issue is most likely build up in these supply lines, improperly plumbed or incorrect pipe size to cause the low water pressureNone of which are eligible for coverage A representative of this department called and spoke with [redacted] ***, and discussed the low water pressureIt was explained to her the agreement only covers leaks or breaks in the plumbing, pursuant to page of the Agreement under Plumbing “INCLUDED: Water, drain, waste or vent pipe leaks or breaks” and in the exclusion section EXCLUDED: “any loss arising out of a condition of mineral or chemical deposits (except water heaters), water residue or insufficient capacity” [redacted] was understandably upset because this was not explained to her once it was found the issue was not with the cartridges or the valves, that the low water pressure would not be eligible for coverageShe was offered her service fee refunded and she accepted We sincerely apologize to [redacted] for the negative experience she hadWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersWe are in the process of reviewing all of her concerns about the contractor and customer service issuesThis will be addressed internally so we may make corrections and continue to improve our service [redacted] has decided not to renew her AgreementWe regret we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service AgreementWe 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 (“2-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 claimThank you for the opportunity to review and respond We do apologize to [redacted] caused by the delay of the first plumbing claim and the delay of the water heater claimThe same contractor was being non responsive with his diagnostic’s for the plumbing and the replacement of the water heaterAnother contractor was recently dispatched to the [redacted] residence to address the claimsThe contractor reported on the original plumbing claim the master shower is tile is allowing water to flow throughThere were no plumbing issues foundThis is not eligible for coverage as caulking and grouting are excluded from coverage under the Plumbing section [redacted] was refunded her service feeThe water heater claim has been approved for replacementThe ETA of the new water heater is 10/17/The contractor also found a small portion of the washing machine drain line that is cast iron is leakingThe technician was approved to make the repair and the service fee was waived We do apologize for any inconvenience and delays2-HBW is committed to providing superior home warranty protection and customer service Her concerns enables us to make corrections and continue to improve our serviceWe value her business and we look forward to serving her future warranty needs Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] WASHER HAS BEED RETURNED, WORKED FOR ABOUT A WEEK AND NOW SAME ISSUES ARE REPEATINGNOT DRAINING, SKIPPING THE CYCLE, NOT DOING THE CYCLE ATT ALL , ETC

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 water heater claimThank you for the opportunity to review and respond Our records indicate on April 22, 2016, [redacted] reported no hot waterIndependent service contractor, Hers and His Plumbing was dispatched to the home and found the water heater leaking at the base and must be replacedThe contractor reported out of pocket costs that the Agreement does not coverThere is no coverage for code upgradesHers & His Plumbing reported the gas valve on the gas line needs to be upgraded to a ball valve, the dielectric unions are required to prevent electrolysis and the old expansion tank is failing and holding waterModifications to accommodate the new water heater installation is not eligible for coverage pursuant to the Agreement under the Terms & Conditions E-“When replacement equipment of identical dimensions is not readily available, we are responsible for installation of like-quality equipment but not for the cost of construction or carpentry made necessary by different dimensions.” The modifications included the flu exhaust vent modification, Temperature & Pressure line relocation and additional pipe modifications because the current line will not reach the water heaterThese out of pocket costs are costs that the independent contractor charges and outside of the warranty [redacted] was explained she could discuss these charges further with Hers and His PlumbingWe also gave her the option of the buyout as a full and final settlement [redacted] accepted the buyout $(gal gas water heater) $labor to install -------- $- $service fee = $replacement buyout To further explain the non-covered out of pocket chargesAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCThe non-covered charges are paid directly to the independent contractorThese funds are kept by the contractor and not transferred to HBRWCThere is no negotiation of the non-covered charges with HBRWCThis is between the customer and the contractor [redacted] also mentioned that in her Agreement, she has up to $for vent, pipe, and other modificationsThe only mention of this in the Agreement is under the Terms & Conditions under Plumbing; “Limitations: Service for concealed/concrete-encased water drain, vent piping, ductwork, leaks and breaks in the plumbing system is limited to $per contract.” This refers to concealed or concrete encase claims when a plumbing pipe leaks or breaksThe Agreement will pay up to $toward the repair HBRWC would like to apologize for any inconvenience [redacted] may have experiencedHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 6, 2015/08/10) */ Re: Revdex.com Case #: XXXXXXXX Consumer: ***, [redacted] Business: 2-Home Buyers Warranty BHW File No.: ALXXXX We are committed to providing superior home warranty protection and customer service, and we are always willing to assist the consumer to address any and all warrantable repairsHowever, there are certain requirements that must be met, and we are obligated to be bound by them pursuant to the warranty documents that were issued in connection with the consumer's home 2-Home Buyers Warranty ("HBW") is the administrator of the 2-New Home Warranty ProgramHowever, it is the National Home Insurance Company ("NHIC"), this warranty's insurer, who investigates and determines the validity of structural claims, including whether they should be accepted or denied In this case, the homeowner [redacted] contacted HBW via phone on June 5, to report the issues he was observing in his homeAn HBW representative explained the structural claim process and also the definition of a structural defect as it is in the warranty contractLater that day, [redacted] submitted the structural claim form the $investigation feeOn June 8, 2015, the claim file was delivered to NHIC to begin the investigation process As the warranty administrator, HBW does not make coverage determinations with regard to submitted claimsIf the homeowner disagrees with the claim denial, there is an additional step they can take in the pursuit of coverage for their claimThere is a binding arbitration provision in the warranty contract that reads, "Any and all claims, disputes and controversies by or between the homeowner, the builder, the warranty insurer and/or HBW, or any combination of the foregoing, arising from or related to this warranty...shall be settled by binding arbitration." We thank you for allowing HBW the opportunity to respond to the homeowner's complaint and encourage them to contact NHIC for more information on the arbitration process Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is a terrible way to conduct your business, especially with the many, many ways there are to review 2-Home Buyers Warranty online (of which I will exhaust until a satisfactory resolution is reached, trust me)You sold me a "structural warranty" in NowI have severe foot x inch cracks throughout my slab, cracked tile, my garage slab has sunk 3" (literally), the bricks on the front elevation are cracked and have separated from the porch slab, drywall cracks throughout the interior of my home, a door jamb that is separating at the joint, etc If this does not constitute structural damage, then what have you sold us, the American public?? Does a home need to completely collapse on a family before you will honor what you sold us as a "structural warranty"? Hiding behind the insurance company is not doing the right thing by your customerMy damages total over $22,And, that's repairing them lightlyI am offering you a chance, right now, to do the right thing and work with me on these damages to my family's homeWhether you help me or choose not to help, I will go out of my way to make sure that every American consumer with a computer knows all about 2-Home Buyers Warranty Thank you, [redacted] Final Business Response / [redacted] (4000, 10, 2015/09/02) */ September 2, Re: Revdex.com Case #: XXXXXXXX Consumer: ***, [redacted] Business: 2-Home Buyers Warranty HBW File No.: ALXXXX 2-Home Buyers Warranty ("HBW") is the administrator of the 2-New Home Warranty ProgramAs the administrator, HBW handles the intake of complaints or claims from the consumer and works with the appropriate parties to administer the warranty termsAs the warranty administrator, we do not hire inspectors or perform warranty repairs As previously mentioned, our records indicate the consumer filed a structural claim on June 5, with HBWHBW sent the file to the warranty insurer, National Home Insurance Company, within hours of receiving the consumer's request The consumer's file is now being handled by the warranty insurerHBW does not make coverage determinationIf homeowner disagrees with the decision by the warranty insurer, they may pursue arbitration as outlined in the terms of the warrantyWe encourage the consumer to contact National Home Insurance Company directly to discuss this matter We apologize for any inconvenience the consumer may have experiencedWe do appreciate Mr [redacted] bringing this matter to our attention Sincerely, 2-Home Buyers Warranty Complaint Response Date bumped because: Holiday

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] ***’ Limited Home service Agreement (“Agreement”) and applicable air condition claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on April 21, 2016, [redacted] reported her air conditioner is not blowing cold airIndependent service contractor, Adjustable Plumbing Heating & Cooling Services (“Adjustable”) was dispatched to the home on April 22, On April 27, 2016, Adjustable reported their findingsThe technician reported the starter windings in the condensing fan motor were burntThe condensing fan motor needs to be replacedThe motor was immediately ordered for AdjustableWe acknowledge that there was a day delay from when the contractor was out at the home and when they reported their findings to HBRWCA stern criteria of the contractors we use is to provide our customers fast, reliable, professional serviceWe will have this delay reviewed and addressed internally so we may make corrections and continue to improve our serviceOn April 28, 2016, [redacted] was reimbursed her service fee due to the delayOn April 29, 2016, [redacted] requested another contractorA new contractor was dispatched and completed the repairsA representative of this department called [redacted] and acknowledged the repairs are completeHBRWC 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 her future warranty needsSincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond 2-HBW respectfully disagrees with Ms [redacted] as we do not purposely deny claimsWe are a regulated industry and 2-HBW has to comply with the coverage we have soldWe cannot show favoritismOur business is overseen by a variety of regulatory agenciesEven if our intention was to help the customer, it can be difficult for a regulatory agency to tell the differenceWe could very well be fined for not following the terms and conditions of our service agreementAs many homeowners and realtors have discovered, our rates and coverage are competitive Concerning Ms [redacted] ’s water heater claimOur records indicate on November 29, 2017, Ms [redacted] reported rusty black water comes from the faucets when she turns on the hot waterMs [redacted] acquired her own contractor to diagnose the water heaterThe technician reported he was not able to replicate the black flecksThere are no active leaks and the unit is still heatingMs [redacted] was explained the contractor found no issues with the water heater and therefore it is not eligible for coverageIf Ms [redacted] is still experiencing the dirty water, she should consider having the water heater professionally flushedFlushing of a water heater is not covered under the Agreement as stated in the terms and conditions; B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” It does state under the plumbing exclusions; “EXCLUDED: any loss arising out of a condition of mineral or chemical deposits (except water heaters)”However, her contractor did not report any issues with the water heater As Ms [redacted] , pointed out in her complaint, we will reimburse a service fee upon request, when a claim is determined not eligible for coverage as stated in our “Even If” guarantee as stated; ‘Even If’ an item isn’t eligible for coverage, and we dispatched a service contractor, reimbursement of the paid service fee may be requested.” Ms [redacted] did not request for her service fee to be reimbursedThe service fee has now been reimbursed Concerning Ms [redacted] ’s faucet claimOur records indicate the independent contractor reported the pressure regulating valve has failed and is causing high pressure throughout the home, this in turn, is causing the faucet seals to leakThe representative accessed since the pressure regulating valve failed, creating the high pressure, the leak of the faucet is not eligible for coverage as it is consequential damageShe denied the claim based on the terms and conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” A representative of this department called Ms [redacted] and received her voice mailA message was left that if the pressure regulator valve had failed it would be eligible for coverageMs [redacted] decided to use her own contractorHer contractor reported the pressure regulator valve was not faulty and the faucet was leaking due to wear and tearHer contractor was authorized $(maximum faucet coverage) to replace the faucetMs [redacted] would pay her contractor up front, then be reimbursedMs [redacted] was emailed the instructions as to where to send in the paid invoiceIn case she did not keep the emailShe would send her paid invoice to [email protected] and reference her work order number and her approval code 6164-4613-In addition, both of her service fees have been reimbursedIf she has any questions on her checks, she can contract accounting directly at 1-866-231- We apologize to Ms [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer serviceHer feedback allows our company to serve our customers better Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ The Office of President at [redacted] ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] Thank you for the opportunity to review and respond Mr [redacted] 's Limited Home Service Agreement states in section B-that, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." As such, Mr [redacted] is not due the complete $limitation, as repairs did not cost or exceed that amount Our records indicate that Mr [redacted] placed claims for his heat pump and furnace on February 22, and the next day the independent service contractor [redacted] reported that a defrost timer and a blower motor required replacementThe contractor was authorized and the parts were ordered HBRWC did have a part supplier with these necessary parts and as such, disagree with Mr [redacted] 's statement that they were not availableDefrost timers and blower motors are common parts that are readily availableThis was verified by [redacted] manufacturing and did factor in the decision to repair rather than offer replacement On February 24, Mr [redacted] contacted HBRWC stating he had his own service contractor at the property and that he intended to proceed with replacing the systems rather than having repairs completedWhile this is Mr [redacted] 's prerogative, section A-2a of the Agreement explains how his coverage proceeds in that circumstance: "Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instanceSuch offers are typically made subject to restrictions." In this case, HBRWC's cost to replace the two necessary parts came to $total for repairs to both systemsTherefore the correct amount was offered to Mr [redacted] HBRWC has honored our obligations as stated in the terms and conditions of the Agreement and we will not be offering any further remunerationWe apologize that we are not able to be of further assistance with this matter Sincerely, [redacted] Office of the President [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accurately presented the facts of the case which 2-is choosing to ignoreTheir authorized service company explicitly stated that the one unit was not worth repairing since the repairs costs were going to be several thousand dollars (blower motor, heat exchanger, and misc parts)That same service company stated emphatically that the heat pump unit was so old that repair parts were not available for itBased on this information there really was no reasonable option except to replace the unitsI would be happy to swear under oath in court that the above is accurateI don't know what kind of falsehoods have been presented by the service company, but 2-remains fully obligated to pay the maximum claim amounts for each of the two unitsIf 2-is not willing to honor their warranty agreement through this process with the Revdex.com I guess I will need to pursue other options Final Consumer Response / [redacted] (4200, 13, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) 2-continues to ignore the facts of this matterTheir authorized representative told me one unit could not be repaired, and the other unit was not worth repairing given the cost to repair being so greatI cannot in good faith accept less than 20% of what should be paid under the warranty coverageAs for where to mail, 2-has no problems continuing to call in an attempt to sell further coverage, nor do they have any problems with mailing me further solicitationsI continue to ask 2-to do the right thing and honor their warranty, along with standing by the information provided by their authorized representative which lead to the decision to replace both unitsBased on their representative's information about the units I ended up spending over $14kHad their authorized representative stated that repairs could be done for $I would have chosen that route Final Business Response / [redacted] (4000, 15, 2015/11/13) */ the Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review further We would refer Mr [redacted] to our previous response in which we advised why he will not be receiving $per unitWe apologize we cannot be of further assistance with this matter Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBRWC”) is in receipt of the inquiry submitted under case number by [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 that Mr [redacted] first contacted 2-HBRWC about the replacement of his garage door opener on January 21, after the garage door opener had already been replaced back in March We regret that we will not be able to offer reimbursement or further review of this matter Any repairs completed without 2-HBRWC's prior notification pursuant to page of the Agreement which states, "2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid." Additionally, per Section A-of Mr [redacted] Agreement: "No claim forms are used, but we must pre-approve service by an authorized, independent service contractor." We do acknowledge that the replacement of his garage door opener would have been eligible for coverage had Mr [redacted] contacted 2-HBRWC first However, the terms and conditions of our Agreement are quite clear in stating that no remuneration is offered in situations where repairs are completed without our prior notification or approval We would like to close by thanking Mr [redacted] for bringing his concerns to our attention While we are not able to offer coverage, 2-HBRWC does take his concerns seriously and appreciate the opportunity to review further Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review further Our records indicate accounting received the invoice on December 19, and the check has been processed for the amount of the invoice less Mr [redacted] ’s service fee In Mr [redacted] ’s desired settlement, he had only requested “To be reimbursed the total amount including the $service fee and know that they will deliver contractors when needed.” We would refer Mr [redacted] to our previous response in which we indicated why we will not reimburse the service fee and why there may be times we will not have a network contractor readily available We apologize to Mr [redacted] that he did not receive the quality service that he expected as 2-HBW is committed to providing superior home warranty protection and customer service Sincerely, Office of the President Home Buyers Resale Warranty Corporation