2-10 Home Buyers Warranty

Our records indicate on April 22, 2016, [redacted] reported the air conditioner is not blowing cold air. Independent service contractor, [redacted] was dispatched to the home to evaluate the air conditioner. [redacted] and [redacted] were not able to get a hold of [redacted]. We...

only received a voice mail. We offered [redacted] to contact her own out of network contactor if she did not want to wait any further. She was explained the out of network contractor process. Her out of network contractor called in and it was found his costs were somewhat higher than our in network contractor. When all said, [redacted] spoke to a supervisor and she agreed to a repair buyout as well as a concession to help compensate the cost her contractor is charging. We apologize to [redacted] for the negative experience she has had concerning the delay of her air conditioning claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. All of the contractors that are utilized by [redacted] are independently owned and operated. We acknowledge the delay that occurred by the in-network contractor was preventable and we are having this matter internally investigated so we may make corrections and continue to improve our service. We would like to thank her for bringing her concerns to our attention as we do take these matters seriously. 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 Mr. [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Mr. [redacted] is not listed on the Agreement....

Thank you for the opportunity to review and respond.
 
Our records indicate on August 31, 2016, a water heater claim was submitted online as not producing hot water. The independent service contractor reported the water heater is deteriorated and leaking. This was sent to our parts inquiry department. The inquiry department found this was a [redacted] Heater system that also services the heat of the home. Under the Agreement on page 4, under Heating; “DOLLAR LIMITS PER SERVICE AGREEMENT: • Steam, hot water heat or hydronic system- $1,500.” The remaining maximum of $1,425 was offered to [redacted] as the replacement of this style water heater that also assists in heating the home would exceed $1,500 maximum. [redacted] understood and accepted the remaining buyout amount and the check was processed.
 
On October 13, 2016, a separate heating claim was called in as not reaching the desired temperature. The independent contractor reported the water coil is leaking and the water pump has failed. It was not noticed that this was the same water source heating system as the August 31, 2016 claim where [redacted] took the buyout and the maximum had been reached. The $200 for the space heaters was refunded to [redacted].
 
We do apologize it was not noticed that the water source system was no longer eligible for coverage when the second claim was submitted. [redacted] understood and accepted the buyout for the water source system on the first claim. In Mr. [redacted]’s desired settlement, he would like reimbursement for the replacement of his system. This is a Limited Service Agreement which is intended to reduce the amount of out or pocket expenses for mechanical breakdown for homeowners only. This is stated in the Agreement, under the Terms & Conditions, 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 that HBRWC will not be offering any further compensation as the buyout was accepted and the claim maximum has been reached. HBRWC 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 claim. Thank you for the opportunity to review...

and respond.   Our records indicate on June 21, 2016, [redacted] reported her air conditioner was not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and found the compressor had shorted out an recommended replacing the compressor. The contractor was authorized to do the work and the compressor was ordered.   On June 28, 2016, [redacted] called in stating [redacted] was under the impression that she was getting a full system replace. It was explained to her that they had only called in the compressor as the only failure. It is not noted that they recommended system replacement. We do apologize if the contractors did state this to her. If [redacted] would please refer to section B-1 of the Terms and Conditions; “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. The contractor has reported the work is complete and the system is operating correctly. If the same issue occurs within the warranty period, [redacted] can set up a recall to evaluate the air conditioner further.   HBRWC would like to apologize for the hold time [redacted] had experienced. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  We value her business and we look forward to serving his future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on July 6, 2016, [redacted] reported his refrigerator is not cooling.
Independent service contractor, [redacted] was sent the dispatched and had a scheduled appointment with Mr. [redacted] on July 11, 2016. The technician reported the evaporator fan motor had failed. The contractor ordered the part on July 13, 2016 with an eta was July 21, 2016. The contractor did not get back to the home until August 3, 2016 to install the motor. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable. The contractor has been sent to our contractor relations department to investigate the delay and address the contractor.
 
HBRWC apologizes to [redacted] for the experience he has had concerning the delay to his claim. We are understanding of his situation and have refunded his service fee. 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:I agree with most of the response and their proposed resolution; however,  will not consider this manner closed until the payment has been received. The desire/willingness to resolve the issue in the past was not the issue. The follow through has been the issue so once we receive the check, I will inform the Revdex.com that the manner has been resolved.
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 31, 2016, [redacted] reported his faucet has a continuous drip. The first contractor has been sent to our contractor relations department to investigate and address due to [redacted]’s dissatisfaction. It was found that the PRV also had failed and needed to be replaced. The contractor has been authorized to replace the PRV and the stems. As a goodwill gesture, [redacted]’s service fee has been reimbursed. It takes approximately 10 business days for him to receive the check.
 
HBRWC apologizes to [redacted] for the experience he has had concerning the contractor 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 PresidentHome 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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate on February 3, 2018, Ms. [redacted] reported the washer is not advancing through cycles and not draining.
The independent contractor, [redacted] was dispatched and reported a cracked outer tub and cracked shock absorber. [redacted] was approved to replace the parts and the parts were ordered. On February 16, Ms. [redacted] called in advising she had not heard from [redacted]. The representative called [redacted] and left a voice message for status report. [redacted] then reported online that the work has been completed. On March 1, 2018, Ms. [redacted] called in and stated [redacted] had taken the washer to repair and still has not bought it back. She said she has called [redacted] and he promises to bring back the washer but hasn’t. The representative contacted [redacted] and he advised he has been in touch with the customer's brother and the sister. He advised he would have had the washer returned sooner but his coworker that helps him out has been out sick for the past few days which he needs a second person to help. He said that he will call Ms. [redacted] and explain and give her back the washer. There are instances where an independent contractor will delay a claim without our knowledge. Labor issues like this are out of our control. Per the Agreement under the Terms & Conditions; B-9, “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” Once Ms. [redacted] notified us that her work order was still open, 2-10 HBW determined, since [redacted] still had the washer, the best solution is for him to complete the repairs. [redacted] has been sent to our contractor relations department to address the delay in this claim.
 
A representative called the contractor and left a message to confirm the washer has been delivered in good working order. He also called Ms. [redacted] to see if the washer has been returned in good working order. Ms. [redacted]’s primary phone number that we have on file has been disconnected. A voice message was left on her secondary phone number to please call back if the washer has not been returned in good working order.
 
We regret that we will not be offering a month off her monthly payments on her Agreement or her refund of the service fee as we are not liable for such expenses. We apologize to Miss [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 (“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 January 10, 2017 Mr. [redacted] reported online the refrigerator is not cooling but the freezer seems to be working. The independent contractor, [redacted] was dispatched and reported the defrost thermostat was trying to turn on the heating element but it would not. The contractor replaced the thermostat. [redacted] was recalled back to the home due to Mr. [redacted] was having the same issue. [redacted] reported it is the insulation inside the refrigerator that has deteriorated and causing this issue. Insulation is part of the interior thermal shell which is excluded from coverage. Per the Agreement under Appliances “EXCLUDED: …interior thermal shells” Mr. [redacted] was informed there is no coverage for the insulation. Mr. [redacted] did dispute this.
 
This notice was received and Mr. [redacted]’s claim was investigated further through our in house appliance expert. He was concerned due to the symptoms reported by Mr. [redacted] did not correlate with what [redacted] reported. A second opinion contractor, [redacted]. was dispatched to the home and found the fan motor was not working. The technician repaired the fan motor and the refrigerator was working as it should. A representative of this department called Mr. [redacted] and he reported the refrigerator seems to be working fine.
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] may have experienced. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) 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 on October 30, 2016, Mrs. [redacted] reported online that there is a gas leak at the main pipe behind the stove. The independent contractor, [redacted] was dispatched to the property. On November 9, 2016, the contractor reported “online” the technician replaced the pressure regulator and sealed it with pipe dope to make sure gas did not leak. They have reported the repair is complete.
 
HBRWC apologizes to Mrs. [redacted] for the frustration and inconvenience she has had concerning the contractor not making the repair sooner as well as their unprofessionalism. Since the contractors are independently owned and operated, HBRWC does not have full control over their schedule. Due to Mrs. [redacted]’s dissatisfaction with [redacted], her complaint has been forwarded to our contractor relations department to investigate and address the contractor and their rating with the Revdex.com. We also apologize for the customer service department not following up with her on the status of her claim.
 
This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We regret we will not be offering compensation for food to Mrs. [redacted] as we are not liable for such expenses.
 
In regards to Mrs. [redacted]'s request to cancel her Agreement, HBRWC apologizes that her experience has led her to this decision. If she would like to cancel her Agreement with HBRWC, she may send a written request to [redacted]. 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 [redacted])...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, unpaid charges and a $25 processing fee.” We regret that we cannot offer a full refund of his Agreement. HBRWC has fulfilled their obligations as specified in the Terms & 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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on September 15, 2016, Ms. [redacted] reported refrigerator leaking valve. “The contractor reported this is a self-piercing valve (in plumbing, these are saddle valves) on the line to the fridge, not enough water pressure, these valves are illegal and no longer used. He Recommend it would need to be changed out and replaced with correct valve.”
 
Saddle valves are used in many applications, many times in refrigerator water lines. The contractor is reporting this is causing low water pressure. These could be illegal in certain areas. They can be purchased at any home improvement store. According to our in house plumber, they are notorious for leaking. They are put on with a screwdriver and hand tightened until it pierces the supply line. The only valves that are eligible for coverage are listed in the Agreement on page 5 under Plumbing “Included: Valves: shower, tub, diverter, risers, angle stops and gate valves” Saddle valves are not listed as coverage and therefore not eligible for coverage per the Terms & Conditions of the Agreement 4. “are specified as “included” in the trade sections on pages 3, 4 and 5. If a system or item is not specified as “included” then it is not eligible for service;”
 
As a gesture of goodwill and not an admission of liability. HBRWC has refunded Ms. [redacted] her service fee so she can put this toward a more permanent/dependable valve. She should expect the check in approximately 10 business days. We regret we cannot be of further assistance in this regard. HBRWC would like to apologize for any inconvenience Ms. [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”) and applicable claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on April 16, 2016, [redacted] called in to report her air conditioner is not blowing cold air. Advance Heating and Air (“Advance”) had recently replaced the furnace.
 
Independent service contractor, Advance was dispatched to the home and had a scheduled appointment with the [redacted] on April 21, 2016. It was not until May 3, 2016, when the contractor reported the system was low on refrigerant, added 4 lbs. did a leak test and found the evaporator coil was leaking and needed to be replaced. The contractor was authorized to replace the coil. There were some out of pocket costs that go directly to the contractor to replace the evaporator. Disposal of the old unit for $50 and $58 for recovery/reclaim of the old refrigerant. Due to the delay, HBRWC picked up the recovery/reclaim of the old refrigerant. [redacted] said she would talk to the contractor about the disposal. The coil is a ship to shop order and the coil cannot be ordered until a customer accepts the out of pocket cost for the disposal. On May, 31, 2016, [redacted] called and accepted the disposal cost and the coil was ordered. In regards to her increased electric bill, we regret we will not be offering any refund toward her electric bill per section B-5 of [redacted] Agreement, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
 
On July 5, 2016, [redacted] continued to have issues and a recall dispatch for Advance was sent for them to revisit the home. They did not respond and it was decided to dispatch a different contractor North Metro. On July 21, 2016, North Metro reported a new furnace was recently installed and it is not up to code. The new evaporator coil is not up to code and too large for the drain pan. The first couple feet of duct work has been replaced with flex, the plenum box is crushed in. Duct work is leaking in the attic.
 
On July 23, 2016, a representative called [redacted] to explain that Advance was notified of the alleged allegations and that we would need them to warranty their work. On July 28, 2016, [redacted] had her own out of network contractor to the home to diagnose the alleged improper install from Advance. We requested she forward this information to us.
 
To be clear, 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. Contractor relations is actively investigating this claim.
 
Our contractor relations division made contact with Advance and the contractor is willing to warranty his work but [redacted] will not permit him back on the property. A call was placed to [redacted] and the reason she will not permit him on the property is because he is not licensed to do the work in Richmond County. It was then confirmed that Advance has a Master HVAC in GA as well as SC. Advance checked with the county to find he needed to obtain a permit, which he did.
 
Contractor relations contacted [redacted] and explained Advance has pulled the permit, however, she absolutely refuses to allow advance back on the property or other independent contractors in our network. She would like us to pay the full cost of her out of network contractor. The contractors invoice is for a full system replacement as well as a new complete duct system. The entire system does not need to be replaced. As a goodwill gesture and not an admission of liability. To put this matter to rest, a supervisor has offered $1,500.00 to have her out of network contractor correct any possible alleged improper by Advance. [redacted] has refused the offer and will be seeking council. If [redacted] feels that the independent service contractor, Advance workmanship is improper, since she insists on using her own contractor, her dispute for the alleged improper is now with the independent service contractor, Advance and not HBRWC.
 
We regret that we cannot be of further assistance in this regard. If [redacted] would like to reconsider, the concession is still available.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

records indicate on September 30, 2016, a cancel letter was received from Mr. [redacted]. On October 4, 2016, a cancellation letter was sent out. On October 5, 2016, the full amount of the warranty was refunded and went out as a check.
 
We do apologize that the representative did not contract Mr. [redacted] to acknowledge his letter was received when it arrived. This has been sent to our coaching and development team to address the representative in order to make corrections and continue to improve our customer’s experience.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at 2-10 HBW Warranty of California, Inc. (“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.
 
Our records indicate on May 29, 2017, [redacted] reported her oven isn’t heating. The independent contractor, [redacted] was dispatched and reported the knob thermos and bake burner ignition were burned out. [redacted] called in on July 27, 2017 and advised [redacted] has been coming out and then cancelling appointments. [redacted] has been sent to our contractor relations department to investigate and address the independent contractor due to this preventable delay. As stated in the Terms & Conditions, B-9. “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties”. Even though we are not responsible for the independent contractor’s actions, 2-10 HBW made every effort to locate another contractor. A different independent contractor, Tri Valley was located but the [redacted]’s did not want to use them as they have had a previous bad experience with them. There were no other contractors in the immediate area to service the [redacted]’s oven. We do regret that on occasion, 2-10 HBW will not have additional approved network contractor to service an area in a particular trade. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is explained in the Agreement under the Terms & Conditions, A-1 “If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured." On August, 25, 2017, the representative emailed the [redacted]’s the guidelines for using a contractor. We are still waiting for a response from the contractor of her choice. [redacted]’s service fee was reimbursed today. It will take approximately 10 to 14 business days to receive the check.
 
In [redacted]’s desired settlement, [redacted] requested 3 months refunded to her. We regret, the only reimbursement will be the service fee. As stated in the Agreement under the Terms & Conditions; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for
bodily/personal injury or property damage.” We would be disappointed to see [redacted] cancel her new Agreement. If [redacted] is still considering cancelling with 2-10 HBW, 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.
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.”
 
Sincerely,
Office of the President
[redacted]

The Office of the President at Home Buyers Warranty Corporation VI ("HBW VI") is in receipt of the rebuttal submitted by [redacted].
 
Our notes indicate on July 21, 2017, HBW VI was prepared to replace the outdoor condensing unit with a 14 seer R410a condensing unit. The condensing unit would be compatible to the indoor air handler, but [redacted] accepted the cash buyout instead, which is a full and final settlement of the air conditioner. [redacted] then canceled his Agreement which voids all activity. In September 2016, the independent contractor, [redacted] was authorized to supply and replace the indoor air handler. HBW VI depends on the independent contractors to give us the requirements that are needed to replace equipment.
 
To be clear, all of the contractors that are utilized by HBW VI are independently owned and operated. They are all licensed and insured and not employees of HBW VI. If [redacted] feels that the independent contractor, [redacted] was negligent in installed an air handler without pulling a permit, he wants it removed and reimbursed, his dispute is with [redacted] and not HBW VI. This is one of the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured.
 
We regret that we cannot be of further assistance in this regard. HBW VI has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the PresidentHome Buyers Warranty Corporation VI

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”). Thank you for the opportunity to review and respond....


 
2-10 HBW apologizes to Mr. [redacted] if he was dissatisfied with the independent contractor assisting with the service. All of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are not employees of 2-10 HBW. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. When a customer has concerns about a contractors performance, the contractor is sent to our contractor relations department to review and address the contractor. Due to Mr. [redacted]’s frustration with the contractor, his service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the check.
 
In regards to Mr. [redacted]’s request to cancel his Agreement, we apologize that his experience has led him to this decision. If Mr. [redacted] is still considering cancelling his Agreement with 2-10 HBW, he 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: The Service Agreement may be cancelled within the first 10 days for a full refund, less any claims paid. After the first 10 days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $25 processing fee.” Mr. [redacted]’s Agreement went into effect April 25, 2017 and as such, we cannot offer the full reimbursement of the Agreement. 2-10 HBW 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 Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect November 16, 2016 and applicable claim....

Thank you for the opportunity to review and respond.
 
Our records indicate on November 19, 2016, Mrs. [redacted] reported her water heater was leaking from the top and the bottom. Water heaters have a minimum 6 year manufacture warranty. The representative did not realize that the water heater was probably still under manufactures warranty. The buyout includes the cost of the water heater. Mrs. [redacted] Agreement does not include our Supreme Protection option which would pick up many of the out of pocket costs. The replacement buyout is calculated as follows:
 
$115.00 - contractor installation labor
$334.83 – 40 gallon water heater
-----------
$449.83 - $75 service fee = $374.83 replacement buyout
 
As Mrs. [redacted] stated, she accepted the replacement buyout and the buyout was processed on November 22, 2016. This is a full and final settlement. Our accounting department received a cancellation letter form Mrs. [redacted] on November 29, 2016, 12 days after the Agreement effective date. Mrs. [redacted] paid $514.00 for the Agreement.
 
$ 514.00 Agreement
$-374.83 water heater replacement buyout
-------------
$139.17 refunded to Mrs. [redacted].
 
 
The Agreement was cancelled as stated in section F of her Agreement, which states: “The Service Agreement may be cancelled within the first 10 days for a full refund, less any claims paid. After the first 10 days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $25 processing fee”. HBRWC did not take out the $25 processing fee or 10% premium charge. Section F clearly explains how the Agreement is cancelled. We regret that we cannot offer a full refund of her Agreement. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.
 
HBRWC would like to apologize for the inconvenience Mrs. [redacted] may have experienced toward the contractor. 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. The non-covered charges are paid directly to the independent contractor. These funds are kept by the contractor and not transferred to HBRWC. There is very little negotiation of the non-covered charges with HBRWC and the contractor. Due to Mrs. [redacted] dissatisfaction with the contractor, her complaint has been forwarded to our contractor relations department to address the contractor.
 
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]

Complaint: 11304378
I am rejecting this response because: The warranty company should cover all expenses involved in a furnace replacement. They should also perform all replacements in a timely manner (10+ days is not timely). Temperatures consistently dropped below freezing, leaving us to leave our 11 month old son in a freezing house. If I would have gone with a different company I could have had the unit replaced within 2 days. Thinking that HBW would cover the needed expenses to replace the furnace in a timely manner I had to go with their route. I had to constantly contact the company to find out what the resolution was going to be. Logging into their system I found out the ETA on the part was 3/31/16, not 5 business days for delivery (see attached screenshot). Had I known it would take 10 days to get my unit installed I would have chosen to go through another route in the beginning, but was in no such luck since I was trapped into their contact after the part was ordered.  We are still requesting 2-10 to cover the out of pocket expenses of $1300 for the install, otherwise we will have to pursue further action.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/11) */
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 [redacted] Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process. Our records indicate that [redacted] was not able to locate a service contractor in our network of approved service vendors that was able to provide service for [redacted] well pump. While [redacted] strives to provide a large network of service vendors, we regret that at times it is not possible to provide a contractor. For this reason [redacted] requested that [redacted] obtain her own service contractor per section A-1 of her Agreement which states, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured."
[redacted] submitted an invoice for $690.86, the cost of repairs to the well pump which required replacement, as well as an air charge tank. The terms and conditions of her Agreement states in the [redacted] trade section that there is a $500 limitation per Service Agreement on any repairs to the well pumps. We have authorized for a check to be mailed to [redacted] for this $500 amount. This check will be mailed to the property address, and [redacted] may expect to receive it within the next 7-14 business days.
Finally, we would like to apologize for any poor service that [redacted] may have experienced. In her complaint, she states that she did not receive return calls from [redacted]. The delay that occurred as a result is unacceptable, and we will have this evaluated internally to determine what caused this delay and how it can be prevented in the future.
[redacted] would like to thank [redacted] for bringing this to our attention as we do take these matters very seriously. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
[redacted] of Virginia, Inc.

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]