2-10 Home Buyers Warranty

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.
 
The representative, [redacted] has noted “The out of network contractor called in and wanted to know if we received email. I inform her we receive model number and serial number for the system, but no cost breakdown. She gave me a quote of 4,461. She refuse to give me a full cost breakdown and a reason why system needs to be replace besides “Its old”.”
 
Regardless, we would refer [redacted] to our previous response in which we indicated [redacted] requested to use her own contractor. The guidelines for using an out of network contractor is very clear in the Agreement. These guidelines were also sent to her. Per the Terms & Agreement; E-1 “We reserve the right to determine whether Eligible Equipment or its 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 compressor was the only known failure. The supervisor who approved the reimbursement of the condensing unit at our cost instead of the compressor, did this as a goodwill gesture.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. HBRWC 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 President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/23) */
The Office of the President at [redacted] ("[redacted]") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] Thank you for the opportunity to review and respond.
We regret that we will not...

be offering a replacement washer at this time. On June 16, 2015 the independent service contractors [redacted] stated that the washer bearings had failed and that the tub assembly would need to be replaced. [redacted] determined that we would proceed with repairs pursuant to section B-1 of the Limited[redacted] ("Agreement") which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
Our records indicate that the parts are expected to arrive on June 23, 2015 and that the contractor will schedule a repair time from there. We would note that while we are proceeding with repairs at this time, if for any reason these repairs do not hold we will review to potentially offer a replacement washer at that time.
We do apologize for the delay that Ms.[redacted] experienced, as well as the difficulty with the lack of communication. [redacted] strives to provide fast, professional service and anything less is unacceptable. We appreciate Ms.[redacted]'s feedback and will have this evaluated internally.
Sincerely,
[redacted]
Office of the President
[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
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 the applicable Limited Home Service Agreement ("Agreement") and claim...

for [redacted]'s property at [redacted] in [redacted] Thank you for the opportunity to review and respond.
We apologize for any inconvenience that [redacted] may have experienced. We acknowledge that our company does not have any service contractors able to service this area in a timely manner. While HBRWC strives to provide a network of preferred service vendors for every trade, this is not always possible. It is for this reason that section C-3 of [redacted]'s Agreement 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 and call us for prior authorization to perform service. Your service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements."
We regret that we will not offer [redacted] a full reimbursement for the Agreement that he purchased, as it is past the 30 day money back guarantee offered in the Agreement. If [redacted] would like to cancel his Agreement, we are able to offer a partial refund pursuant to section I-4 of the Agreement which states, "this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement less any repair costs incurred by us will be refunded to the party purchasing the Agreement."
As [redacted]'s Agreement does state that HBRWC will ask a customer to obtain their own service contractor, we have fulfilled our obligations as stated in the Agreement and respectfully request this matter be considered closed. We appreciate [redacted] for bringing his concerns to our attention as we do take these matters seriously.
Sincerely,
[redacted]
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 4, 2016, [redacted] reported her Wolf microwave was not heating. On June 22, 2016, the independent service contractor, Appliance Overhaul was dispatched to the home and found the magnetron has failed and needs to be replaced. [redacted] called on June 22, 2016 wanting status. A call was placed to the contractor. The contractor could not locate the magnetron and request that we look for it. The contractor did not notify HBRWC of this until we had reached out to him. We acknowledge and apologize that this caused some of the delay that occurred which was preventable. The part number for the magnetron was sent to our inquiry department. The part is available but on a 10 day back order. We confirmed with the customer that we could move forward with the order. The ETA of the magnetron is July 28, 2018. Pursuant to the Agreement in section B-9 of the Terms & Conditions, “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.”   On August 1, 2016, a representative of this department contacted the contractor. He has received the magnetron and will be scheduling for install. A call was placed to [redacted] to give her a status update and offer her service fee reimbursement due to this delay. She found this an acceptable outcome.   HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department and the delay to her claim. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. 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 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 May 18, 2017, [redacted] reported online his air conditioner is not cooling. The independent service contractor [redacted], was dispatched to the property and reported the indoor evaporator coil is leaking and it cannot be repaired, it must be replaced. The contractor was authorized to replace the evaporator coil. [redacted] did not know the dimensions of the coil in order for us to place the order. The contractor is supposed to get the dimensions when a coil needs to be replaced, so we are sure the correct coil is ordered. [redacted] did not get back to us and there were numerous attempts to get a hold of them. [redacted] was sent to our contractor relations department to gather the dimensions of the coil. On June 9, 2017, the dimensions were received and the coil was ordered for will call so the contractor could pick it up locally. On June 13, [redacted] called in requesting for a different contractor to install the evaporator coil because they are over booked and won't be able to install it until the following week. [redacted] again was sent to our contractor relations department for the delay of this claim.
 
The independent contractor, [redacted] was dispatched to pick up the coil and install. [redacted] rejected the dispatch as this would become a liability issue with them for installing a part they never ordered or had the opportunity to diagnose the unit. [redacted] was informed of this and was willing to wait for [redacted] to do the install. [redacted] was reported the coil has been installed.
 
There are instances where an independent contractor will be non-responsive or will delay getting back to us or will drop a claim. 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.” This means HBRWC is not responsible for an independent contractors actions. However, we will promptly do everything possible to expedite the repair.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced do to the delay.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/18) */
July 18, 2015
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 trouble [redacted] experienced with her recent service request. We strive to provide fast and reliable service to our all our customers and anything less than that is unacceptable. This matter will be investigated internally.
Our records indicate that that HBRWC has authorized full reimbursement of $150.00 to [redacted] as of July 1, 2015, per her request. She should receive the check within 7-10 days from the date it was processed, if she has not already received it.
We thank [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,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 13, 2015/08/03) */
Payment has not been received as of 8/3/15
Final Business Response /* (4000, 15, 2015/08/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. Thank you for the opportunity to review further. We apologize that Ms. [redacted] has not received her check yet. This was brought to the attention of our Accounting Department who finished processing the check and advised it will be received by no later than August 27, 2015.
Sincerely,
[redacted]
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. The agreement made was I would have my entire system replaced, and only come out of pocket 167.00$. I would like to thank the Revdex.com for your help with this matter. Thank you and God Bless.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have requested the information as to the costs they quoted me to perform the work and they refused to do so. Their contractor stated that the replacement of the coils alone would be in excess of $1,500. 2-10 has been nothing but dishonest toward me and delayed this unnecessarily.  I had to purchase air conditioning units while waiting for them to get back in touch with me and the contractor and spend money on hotels as my house was uninhabitable.  This also posed a health hazard as it was over 95 degrees during the two weeks I waited for them to provide me any follow up information.I had no choice but to go with an independent contractor.  The slow pace of 2-10 and their contractors lead me to believe this would not be an issue which would be resolved anytime in the near future.  Again, this was a health issue due to the heat, not only for myself but for my pets.When I took the buyout, I notified them that this was not a final settlement as I have suffered financial damage well in excess of $1,500.  The costs quoted to me for the work they were planning to perform ranged from approximately $5,000 on the low end to $10,000 on the high end.  This even came from their own contractor.    
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As per my previous two extensive write-ups your company will not be receiving a positively closed claim from myself.  As such, I am marking this response as rejected because your service is so poor I was forced to cancel my warranty with 2-10 due to undue stress, wasted time, and the fact that your company does not deserve any of my money or further attention.  Add up the billable hours that you paid your employees and you'll find that my initial request was not only completely reasonable, but would have also saved you money in the long run.  Your company has terrible business practice and customer care. Attached is the Revdex.com complaint submission regarding this issue to demonstrate how this fraudulent home warranty company works in tandem with a fraudulent repair company.
Sincerely,
[redacted] And [redacted]

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.   The independent contractor, Proficient Air Systems was authorized to use super seal. Adding super seal is a proper acceptable repair for small leaks. Concerning Proficient Air and scheduling times. HBRWC has no control over a scheduled appointment between a contractor and a customer. There are times when a contractor can run behind at other jobsites, or if the weather is not cooperating that would cause delays. The contractor may cancel the appointment for a later date. We do expect the contractor to schedule within a reasonable time frame and keep their scheduled appointment. HBRWC does apologize if it does appear that we are stalling but that is not our intension.   Proficient Air called in to report that he added the super seal and the system continued to leak. An indication the holes were larger than first thought. The contractor was authorized to replace the entire air conditioner and the equipment has been ordered. A representative called the customer, and spoke to David Puthoff to explain that there are some out of pocket costs that the warranty is not responsible for. David Puthoff accepted these charges. These out of pocket costs go directly to the contractor. We request at this time that [redacted] work directly with the contractor to schedule an installation time once the equipment arrives.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/06/15) */
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]' Limited Home Service Agreement and applicable claim. Thank...

you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claims handling process. Our records indicate that on June 11, 2015 HBRWC authorized for a payment of $38.90 to reimburse Ms. [redacted] for the purchase of a power cord for her new dryer.
In most cases, replacement dryers do come with a power cord. We sincerely apologize that did not occur in this instance. We regret that the venting that Ms. [redacted] advised of is not eligible for coverage. Under the Washer/Dryer trade section of Ms. [redacted]' Agreement it does state, "Excluded: venting." As such, we are not able to offer further assistance with the venting to the dryer.
We thank Ms. [redacted] for bringing her concerns to our attention so we may evaluate the matter further. Ms. [redacted] may expect a check to arrive within the next 7-14 business days. As we have issued reimbursement per Ms. [redacted] desired resolution, we respectfully request this matter be considered closed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the 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 indicated the guidelines for using a contactor out of our network were emailed to him. It makes it very clear how a homeowner is reimbursed. We regret that we will not be offering any further compensation. The rebuttal provides no additional information to overturn our decision. 2-10 HBW has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Although statement basically true. The unit was 16 years old and should have been replaced with no expense to the home owners. This was explained to them by [redacted] and as long ago back as 5 years ago. My mother is 70 years old with advanced and chronic [redacted]. I had no choice but to pay out of pocket because the heat in the house is adversely affecting her health. Was lied to numerous times by 210 and was basically forced into this option to have a proper Air Conditioning in our home. When air Conditioning is actually installed and functioning properly. I will at that point make final decision on satisfaction.

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 19, 2017, [redacted] reported online his ac is not cooling. The independent contractor, [redacted] was dispatched to the property to evaluate the ac further. There were numerous attempts to get the diagnosis from [redacted]. On July 6, 2017, a representative was able to acquire the diagnostics. [redacted] found the ac is leaking refrigerant at the evaporator coil. They were authorized to replace the evaporator coil.
 
We do apologize for any inconvenience and delays caused by [redacted]. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. When there is a heat wave in the area, the independent network contractor’s will experience a high volume of calls and do not always respond in the time allotted. As explained in the Terms & Conditions; B-9 “We are not liable for failure to provide timely service due to conditions beyond our control;
including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” [redacted] has been sent to our contractor relations department as they did not respond, did not provide us or the customer with updates in a timely manner.
 
HBRWC is committed to providing superior home warranty protection and customer service.  [redacted] concerns enables us to make corrections and continue to improve our service. We value his business and we look forward to serving her future warranty needs.
 
Sincerely,
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.
Our records indicate that [redacted] set up a...

refrigerator service request through our online system on April 15, 2015. HBRWC dispatched the request to [redacted] ordered parts and submitted a bill through HBRWC's online system, as well. HBRWC was not made aware of any issues, non-covered costs, or that the repairs did not hold. The next time we heard from [redacted] was when she called HBRWC on June 30, 2015 to cancel her Limited Home Service Agreement ("Agreement"). HBRWC processed that request and sent a cancellation letter to [redacted] on July 6, 2015. HBRWC sincerely apologizes for the inconvenience [redacted] experienced on her service request. As we were not made aware of any issues we were not able to assist in correcting them.
In regards to [redacted]'s request for reimbursement, we apologize that we are unable to honor her request. The service fee of $100.00 is due to the service contractor per the "Who Pays What?" Section of her Agreement which states: "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call. A service call means each visit by a service contractor for a single service (plumbing, electrical, appliances, heating and air conditioning and pools/spas). The service fee is due when the service contractor arrives at the home."
Additionally, the $190.00 for the water filter is not covered unless the Supreme Protection option was purchased. [redacted] did not have this option so it would not have been covered under her Agreement. The $200.00 for food spoilage is specifically listed as excluded from coverage under the Appliance Coverage Section of her Agreement, which states: "Excluded: Multi-media center, racks, shelves, interior thermal shells, food spoilage and freezers which are not an integral part of the kitchen refrigerator."
As [redacted] had also canceled her Agreement with HBRWC, we respectfully request the Revdex.com close this case. We thank [redacted] for bringing these matters to our attention as we do take them very seriously.
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”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on April 25, 2017, Mr. [redacted] reported washer vent clogged causing smell in washer room. The independent contractor, [redacted] was dispatched. The technician reported he made access to locate the studor vents for the washer line and the kitchen sink area (In the absent of a roof vent, studor vents are used. They are a valve that allows air into drain pipes when suction is present. The vent closes when the suction disappears to prevent foul odors from coming back into the building. Often, when a bathtub, shower or washing machine is bubbling or gurgling, either a studor vent needs to be installed or an existing vent is locked in the open position.) The technician made 3 holes in the laundry room wall; each 1ft x 1 ft. The technician advised the laundry room does not have a studor vent and one will need to be installed. The kitchen area studor vent is clogged and will need to be replaced.
 
The laundry room where the odor was coming from was determined not eligible for coverage as the vent was never installed. Per the Terms & Conditions B-9 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): missing parts”. In addition B-8 “We are not responsible for the repair of any…smells”. Since HBRWC is not responsible for adding an item that is missing or smells, the repair of the drywall is not eligible for coverage because it’s not a covered service. This is stated in B-7; “We are not responsible for providing or closing access to covered items, except as noted in the Terms and Conditions. When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” The kitchen sing
 
[redacted] was contacted again to get clarification. The technician advised that when he opened the wall, he found there is a hard piped vent stack that is properly installed and there is nothing to fix in the laundry plumbing system. He believes the smell is coming from the water from the washer. This is contradictory to what he previously reported.
 
It is possible that a representative did not document that [redacted] called in to get approval to cut the drywall. We would have no reason to doubt this. Mr. [redacted]’s has requested in his desired settlement his service fee reimbursed and $200 for the drywall repair. The drywall check for $75 was already reimbursed and in the mail. We will reimburse $75 per hole ($75 x 3 = $225). An additional check for $150 has been processed. In addition, as a gesture of goodwill, Mr. [redacted]’s service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the checks.
 
We do apologize for any frustration or inconvenience that Mr. [redacted] has 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 (“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 [redacted] replaced the water heater on December 7, 2017.
 
If Mrs. [redacted] is worried about her family's well-being, we suggest she turn the water heater off as to not release any further monoxide into the atmosphere. Per the Agreement under the Plumbing exclusion section, flue venting is specifically excluded from coverage; “EXCLUDED: flue venting”. Even though we are not responsible for an independent contractor’s workmanship, in instances like this, we will promptly do everything possible to expedite the repair with [redacted]. The 2-10 HBW Contractor Relations Manager for [redacted] has been alerted and has spoken to them. [redacted] is willing to go back to the home and if given the opportunity, they will warranty their work. A representative has called Mrs. [redacted] and received her voice mail advising of this. If Mrs. [redacted] has not heard from [redacted] or missed their phone call, we encourage her to call them at 757-408-8045.
 
To be clear, all of the contractors that are utilized by 2-10 HBW are independently owned and operated and each hold their own insurance and licensing, as required by local law. They are not employees of 2-10 HBW. We contract with these companies in order to service eligible claims, but we are each separate operating companies. Circumstances such as this, is the reason we make sure all of the independent contractors we contract with on pricing, are licensed and insured.
 
2-10 HBW cannot guarantee payment for the repair of the flue venting. If Mrs. [redacted] has her venting repaired by a different contractor, her dispute for reimbursement would be with [redacted] and not 2-10 HBW.
 
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 13, 2017, [redacted] reported her air conditioner is not cooling. On June 21, 2017, the independent contractor, [redacted] was dispatched to the property and reported the evaporator coil is leaking refrigerant. [redacted] was authorized to replace the coil. The coil was ordered with an ETA of July 5, 2017 due to the holiday. On July 7, 2017, [redacted] was left a voice message as to the status. The representative refunded [redacted] her $75 service fee. On July 11, 2017, the representative followed up with [redacted] as to what the delay is. She was told the coil that was ordered was too wide and too tall. [redacted] was to call back with the specific specifications. Shortly afterward, [redacted] called in the correct spec’s. The coil they needed could only be a ship to the contractors shop order. In order to prevent further delay, [redacted] was authorized to supply the coil. The representative confirmed the coil was installed on July 12, 2017.
 
HBRWC takes pride as a Warranty company. HBRWC was established in 1980 and have covered over 5.5 million new and pre-owned homes. HBRWC apologizes in advance if a representative in the escalations division did not respond to [redacted]. We strive to provide superior home warranty protection and customer service. We will have her concerns reviewed and addressed internally. In [redacted]’s desired settlement, in additions to the reimbursement of her service fee, she is requesting a full refund of the yearly premium if the coil was not installed on July 11, 2017. We regret that we would not be able to refund the full amount of her Agreement. The only way an Agreement is refunded is through cancellation of the Agreement as stated in section H of the Terms & 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”) which became effective June 20, 2016 and applicable air conditioning...

claim. Thank you for the opportunity to review and respond.
 
Our records indicate on June 23, 2016 [redacted] reported he noticed on June 22, 2016, his basement air conditioner was not blowing cold air. Independent service contractor, Home Heating & Air Conditioning was dispatched to the property to evaluate the air conditioner further. Home Heating & Air reported the system was completely out of Freon. There is a large leak in the outdoor condensing unit and a large leak in the indoor evaporator coil. The air conditioner claim was called in 3 days from the effective date of the Agreement and the failure was noticed 2 days after the effective date. It takes much longer than 2 days for a system to develop large leaks and to be void of Freon. [redacted] was notified that the leaks predated the Agreement and the air conditioner was not eligible for coverage pursuant to the Terms & Conditions of the Agreement, “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test. A covered item passes a visual inspection if the item is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated;”
 
[redacted] requested to send in his home inspection for possible reconsideration. The home inspection was reviewed. On page 42 of the inspection 10.8 under Cooling and Air Handler Equipment Comments: “Inspected.” There are no comments. At the end of the section it states; “While the inspector makes every effort to find all areas of concern, some areas can go unnoticed.  The inspection is not meant to be technically exhaustive. The inspection does not involve removal and inspection behind service door or dismantling that would otherwise reveal something only a licensed heat contractor would discover. Please be aware that the inspector has your best interest in mind. Any repair items mentioned in this report should be considered before purchase is recommended that qualified contractors be used in your further inspection or repair issues as it relates to the comments in the inspection report.”
 
The home inspector is not a licensed HVAC contractor. There were no mechanical tests or visual inspections such as temperature readings, done to the system to show that the system was in good working order. The home inspection was not enough information to overturn the denial.
There are no options you can purchase that would exempt the preexisting condition. We do apologize to [redacted] for the experience he has had concerning his customer service experience. Due to the heat wave throughout the United States, this has created higher call volume 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 appreciate [redacted] for bringing this to our attention as we do take these matters seriously.
 
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 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 20, 2016, Mrs. [redacted] reported a pipe leak. The independent contractor, [redacted] reported that the issue is a leaking angle stop that is concealed behind drywall.
 
There is a $500.00 maximum under the Plumbing section for concealed claims which states on page 5 of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: *Concealed/concrete water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” This maximum includes all costs associated to the concealed claim including B-6 of the Terms and Conditions “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” To be clear, if a wall, ceiling or floor needs to be opened up and patched for a concealed covered service, this amount would go toward the claim maximum. In this case, since the failure is concealed, the maximum would apply regardless if Mrs. [redacted] would reroute the line or have it repaired. Mrs. [redacted] would be responsible for any overage after the maximum has been reached.
 
Mrs. [redacted] did discuss this with a representative of this department. Mrs. [redacted] accepted a buyout check for the $500 concealed max.
 
HBRWC apologizes to Mrs. [redacted] for the experience and misunderstanding she has had concerning the claim maximum. 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 his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation