2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 14, 2017, [redacted] reported the jets are not pumping out water; jet crackedThe bathtub jets are not specifically excludedJets are part of the bathtub which is not eligible for coverage as bathtubs are a “fixture” which is excluded from coverage under the excluded section in plumbingIn addition, if [redacted] would please refer to the Agreement under the Terms & Conditions; We provide service for covered systems and/or appliances: are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service;” Jets are not listed as an eligible item in the plumbing section and therefore not eligible for coverage In regards to [redacted] ***’s desired settlement, requesting a full refund of his Agreement We would be disappointed to see [redacted] cancel his AgreementIf [redacted] is still considering cancelling with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section F of his Agreement, which states: “If you cancel this Buyer’s Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges ” We do apologize that we will not refund the full amount of the AgreementHBRWC 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 (“2-HBW”) 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 the independent contractor, [redacted] reported Mr [redacted] has a detached garage and it was explained to Mr [redacted] that this is not eligible for coveragePer the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: that are located at the covered address shown and within the perimeter of the main foundation of the principal residence or the attached garage.” This means, since the garage is not attached to the home it is not eligible for coverage [redacted] also reported the flood lights on the front and back of the house do workThe metal brackets that support the flood lights were brokenThe technician advised that this is not due to wear and tearThe metal just didn’t breakSomething must have hit it and caused the metal brackets to breakMr***’s Agreement went into effect on November 29, 2017; [redacted] confirmed the damage had been like this for some time and certainly before the Agreements effective dateNormally the brackets that support the light fixture in place is not part of the fixtureIt is an item that can be purchased separately unless it is all one pieceEven if the brackets were determined to be part of the fixture, [redacted] reported this was not caused by wear and tear but by something hitting themPer the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: that do not perform their primary function due to wear and tear; are in place and in good and safe working order at the beginning of the Service Agreement.” 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, in sequence or concurrence with any other cause or causes): misuse or abuse,” We do apologize if Mr [redacted] feels a representative may have misinformed him about his detached garageWe regret that we cannot be of further assistance in this regard2-HBW has honored their obligations as specified in the terms and conditions of the Service Agreement Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ The Office of the president at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located MsConnaway's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that Ms [redacted] may have experienced during the claim handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have Ms [redacted] 's concerns regarding the delay she experienced evaluated internally so we may find way to continue to improve service to our customers In her complaint, Ms [redacted] mentions difficulty scheduling for repairs due to her availability for appointmentsWe apologize for the difficulty this causedAt the same time, HBRWC would note that page of Ms [redacted] 's Agreement specifies that service will be performed during regular business hours, that is, Monday-Friday from 8-p.mPursuant to section B-of her Agreement we are not liable for situations beyond our control such as when after hours service is requested We regret that we will not be offering to reimburse Ms [redacted] 's Agreement costIf she wishes to cancel, she may submit this request in writing to [redacted] @2-10.comHowever, any reimbursement offered will be per section F of her Agreement when it states, "If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $processing fee." Additionally page of Ms [redacted] 's Agreement states that, "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." Our records indicate that on October 6, Ms [redacted] elected to cancel her dishwasher claim with HBRWCAs such, we regret that we are not able to be of further assistance with this matterNonetheless we do appreciate Ms [redacted] bringing her concerns to our attention as we do take these matters seriously, and we 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 (“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”)Thank you for the opportunity to review and respond We regret that ductwork is not eligible for coverage under the AgreementThe ductwork is not listed as covered under the Agreement, therefore it is not coveredPer the Terms & Conditions of the Agreement “are specified as “included” in the trade sections on pages 3, and If a system or item is not specified as “included” then it is not eligible for service;” In addition B-“We do not perform verification and/or diagnostic testing of ductwork, the sealing of ductwork and associated repair costs.” The only instance where this Agreement would perform a service on plenum ductwork is explained on page of the Agreement under both Heating and & Conditioning and Heat Pump: “Ductwork, modification of plenum when necessary to effect an eligible repair”This is not for the repair of failed ductworkThis is to modify the plenum ductwork, normally when the evaporator coil needs to be replaced 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 PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further We have agreed to send one more contractor out [redacted] has been updated with the contractor informationThis is an intermittent issue that has gotten worse and hopefully this contractor will be able to determine the exact cause and correct it Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs [redacted] Thank you for the opportunity to review further We would refer Mrs [redacted] to our previous response in which we indicated we would only pay what we would pay our contractor with HBRWC supplying the water heater as specified in the Terms & Conditions of the Agreement (“Agreement”), section A-2a.:“If we elect payment, the amount will equal 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 Service Agreement; 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 cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” Mrs [redacted] prior water heater information as reported by the network contractor: Brand = [redacted] Model Number = [redacted] Even though this does not matter since we priced out a gallon for Mrs [redacted] in the cash outThe in the model # is the gallons of the water heaterShe can also go to [redacted] to confirm thisHer contractor did not collect this information We regret that we will not be offering any further compensation to Mrs [redacted] The rebuttal provides no additional information to overturn our decisionHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] ***We have located [redacted] ***'s Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We sincerely apologize for the delay that [redacted] incurred during the claim handling process for her air conditioning systemOur records indicate that the variable speed blower motor on June 5, This does not negate the fact that the delay that [redacted] experienced is unacceptableHBRWC will be reviewing this matter internally to determine the various points in which this claim was delayed so we may ensure such delays do not occur for future claims We appreciate [redacted] for bringing this to our attention, and again apologize for the inconvenience which she experienced Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] */ (The consumer indicated he/she DID NOT accept the response from the business.) The contractor finally was given permission to purchase the part himself (originally he was told the warranty company had to send it because of price)finally on 6/contractor came out with another man to install the variable speed blowerSystem still doesn't workI waited all day contractor didn't show until 7pmContractor thinks it's now the circuit boardIs supposed to order and install on 6/5.he told me he would be out sometime in afternoonI finally get a call at 8:pm, on way to fix itOwner of company calls and says he doesn't have part( I had to cancel dinner for my fathers law turning because I was waiting on them) Will need to order partAs of 6/10, still not fixedWaiting to hear if part is in and when they are fixing it Final Business Response / [redacted] */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms***Thank you for the opportunity to review further A HBRWC representative has been tracking and assisting with Ms***'s claim since the date of our last responseA contractor is scheduled to be at the property today (June 17, 2015) to complete repairs We will continue to monitor Ms***'s claim and provide assistance until its completion Sincerely, Rachel Reeves 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 9, 2016, [redacted] reported her air conditioner is not coolingAt the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely mannerThe representative offered [redacted] to locate his own out-of-network service contactor and explained the out of network proceduresThe most important factor is the out of network contractor must call in to get prior approvalPer the Agreement on page under Who pays what?“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.” This is also located in the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” On July 21, 2016, [redacted] stated he had a new unit installedThe representative explained that this was without our prior approval and requested to send in his information A supervisor has been assigned to this caseThe invoice that was received does not show what was replaced and the scope of work that was done and why it needed to be doneIt just shows that the contractor replaced the condensing unit on the roof with and the cost of replacementThis invoice gives us nothing to work onWe do not know if this is a package unit, a gas pack, Freon split system or heat pumpThe supervisor has left voice messages with [redacted] to get the additional information and left a direct contact number [redacted] had called the supervisor back once but did not have this information and was to call her back again but has not done soThe supervisor has also contacted Mrs [redacted] and explain that once we have this information we will come to a resolutionThe supervisor will continue trying to acquire this informationWe also encourage [redacted] to please have his contractor communicate this information to the supervisor HBRWC would like to apologize for any inconvenience [redacted] may have experienced We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously We value his business and look forward to hearing from him and his contractor soon 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 Ms***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond We will not replace an entire system when only a couple of components need to be replacedWe do not replace an entire system solely due to ageWe are a warranty companyIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThese type of repairs are customary and reliable, and we will guarantee the work for the full term of the AgreementThis process is also specified in the Agreement under the Terms & Conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” Our records indicate on June 10, 2017, Ms [redacted] reported her air conditioner is not blowing cold air and wants her system replaced as it is years old and she does not want another Band-AidThe independent contractor, [redacted] and reported the only failure is the condensing coil is deteriorated [redacted] refused to complete the work reporting that the customer is threatening legal action if he does not have the system replacedJuly was the last time Ms***’s ac was worked on by HBRWCThe contractor found the system lblow on refrigerant and the drain line clogged The independent contractor, [redacted] was dispatched and reported the system was low on refrigerant The condensing coil is deteriorated due to dog urine and is leaking where the dog urine is locatedMs [redacted] was advised that the contractor reported the condensing coil was damaged by animal urinating on it, which makes the unit ineligible for serviceThis is described in the Agreement under the Terms & Conditions; B-8; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes pest damage, pet damage,” Ms [redacted] disagreed, advising she does not have a dog and the unit is fencedMrs [redacted] advises she has had an independent contractor come to her home and evaluate her ac She is going to have him call us with a diagnosisThe representative gave the information for her contractor to call in with his findingsWe have also sent her the guidelines for using an out of network contractorTo date, there has been no information received from her contractorWe do take every contractor’s diagnostics serious regardless if there in our network or out of our networkWe ask she have her contractor call 1-800-482-for possible reconsideration of coverage Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: our heat is STILL NOT FIXED!!! We filed this original claim in November Suppsedly, it is was escalated to an "emergency" 12/22/ Of course, who knows if this is true because NOTHING 2-says is true Their claim they are not reponsible for "delays in parts" is simply ludacrous This is was more than a delay in parts, it's been four (4) months since we filed the claim and this is the 2nd contractor There has not been a four (4) month delay in parts!!! Instead, they sent out a contractor who did not know how to fix the problem and had to come out seven (7!!!!!!!) times before 2-would admit there was an issue with that contractor and would assign us a new contractor This delay therefore, is 100% their fault In addition, they have now assigned yet another incompetnent and unresponsive contractor This is the first we have heard of any "family emergency" with this contractor We have left messages and they called on 1/31/to say the part "was delayed" No explanation, no timeframe given We have attempted to contact them since with no success We've had 2-contact them while we were on the phone, no success So, not sure who the 'field manager" is that contacted them, but again...this is news to us Once again, the delays ARE the fault of the 2-and their refusal to use comptent contractors Pretty ironic how the first contractor had "emergencies, truck broke down, etc" and all sorts of excuses for their multiple delays and now this contractor is having the same Hm??? We just want this fixed, immediately So glad they "sympathize with the elderly" but I wonder if they would let their "elderly mother" live four months with no heat in sometimes single digit temperatures? Somehow I doubt it This claim was escalated to emergency status on 12/22/(at least accordining to one of the many, many, many phone operators we've had to deal with), so just imagine if it wasn't (sarcasm of course).Obviously consumers are not the focus of this company and their "business model" is to do nothing until the consumer gives up and goes away Just fix the problem and provide the service we PAID YOU FOR! 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 Our records indicate on April 27, 2017, [redacted] reported online, no air flow from the vents and not cooling the top floor at allThe independent contractor, [redacted] was dispatched to the propertyOn June 29, [redacted] called in and advised nothing has happened with the repair of her air conditionerIt was explained [redacted] had not called in their diagnosticsHBRWC does depend on our contractors to complete repairsThe network contractors have authority to do repairs when the repair is under a specified dollar limit without having to call in a diagnosisAs soon as [redacted] put HBRWC on alert that nothing has been done, there were several attempts to contact the contractor without a response or the office manager assured us they would call backBy July 5, 2017, it was apparent [redacted] was delaying the claimThe contractors was sent to our contractor relations department to investigate and address the contractorThe independent contractor, Herb Refrigeration was dispatched and [redacted] also got a diagnostics from a contractor out of our networkHer contractor was authorized to repair the air conditioner We do apologize for any inconvenience and delays caused by [redacted] and the amount of times she had to call in for a status updateWe 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 ("2-HBW") is in receipt of the rebuttal submitted by Mrs [redacted] Thank you for the opportunity to review further We do empathize with Mrs [redacted] ’s situation, but we would refer Mrs [redacted] to our previous response in which we indicated that zone control systems are specifically excluded from coverage in the AgreementThis is a Limited Service Agreement which is intended to cover breakdowns of specific items only, due to wear and tearThe first sentence of the Agreement’s Terms & Conditions states “To keep the cost of this Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything.” We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decision Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because:The contractor was here on Friday12/1/and replaced air flow restriction and adjusted drainMy refrigerator is still leaking water I called the contractor and he informed me that he cannot fix the problem Sincerely, [redacted] ***

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Mr*** Thank you for the opportunity to review further Concerning the emergency statusMr [redacted] placed his claim thru our automated interactive voice response systemIn order to place an emergency claim, the claim must be called in with an explanation as to why he feels his claim should be set up as an emergencyWhen there is a cold snap in an area, the entire area can be classified as a state of emergency, the HVAC network contractors experience an unusually high volume of calls, they are booked and cannot always service in a timely mannerIf a claim is set up as an emergency, we are not always successful in our attempt to locate a contractor within hoursIf a homeowner does not want to wait for our contractor, he can use his own, but the guidelines for using a contractor out of network must be followedThe emergency guidelines are located on page of the Agreement “In the case of an emergency An emergency request is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safetyWith emergency requests, we will expedite service and attempt to initiate service within hours.” The representative that is assigned to Mr***’s case has reimbursed his contractors cost 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 8, 2016, [redacted] reported her garbage disposal stopped working. At the time of the requested service, all of our network service contractors were booked and would not be able to service in a timely manner. The representative offered [redacted] to locate her own contractor. It was explained that there are times when this can occur. This is stated 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.” A supervisor was assigned to this case. [redacted] has been reimbursed for the garbage disposal less her service fee. Concerning her smoke detectors. The Agreement only covers Burglar and fire alarm systems. Smoke detectors are not listed in the Agreement. Per the Terms & Conditions: 4. “are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;”. The supervisor has explained this to [redacted] and she has understood. HBRWC would like to apologize for her customer service experience she received. We would like to thank her for bringing her concerns to our attention as we do take these matters seriously. This 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

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ November 13, The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the rebuttal complaint submitted by [redacted] ***Thank you for the opportunity to review and respond First, we sincerely apologize for the inconvenience and frustration Mr [redacted] has experience during the claim processWe do understand that there were unnecessary delays that were causedHBRWC strives to provide fast, reliable service and anything less is unacceptableOur intent was never for Mr [redacted] to feel as if he was "getting put off"Each issue will be internally looked into and addressed to prevent such occurrences in the future Our records indicate that the air conditioning and swimming pools were completedWe honored the full $1,liability for the swimming pool claim so that Mr [redacted] may replace the filterRegarding the air conditioning, our independent service provider replaced the condensing unit for the air conditioning system We would like to thank Mr [redacted] for bringing his concerns to our attention so we may evaluated the matter furtherHBRWC acknowledges Mr***'s concerns with the delays and customer service that he received, and would again like to apologize for any inconvenienceWe will look forward to serving his future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because:I never have filed any sort of online ticket with this company everI have called them on several occasions for other issues to set up service ticketsThis particular incident was no differentThe person I talked to submitted the ticket for the beverage cooler even though the appliance wasn’t under warrantyHe advised that the contractor could still come out and look at it, we would just have to pay for the repairsI want want to be clear, MY APPLIANCE CANNOT be fixed because THEiR contractor refuses to return the call or to return the motherboardThe email response states that [redacted] has responded and said they would return the partWe have NOT heard from [redacted] The very strange part is that ironically, after a Revdex.com complaint is filed....a valid phone number was provided for [redacted] within daysI have been begging 2-to give us a valid number for THREE monthsThe response from 2-talks about filing a claim with [redacted] ’s insuranceI spent all day on September 25th on the phone with 2-begging them to give me valid insurance informationI was given a policy number and a name of an insurance company that was actually a an insurance brokerage firm and could not help me at allWhen I called 2-back, the agent “Mary” told me that she had no idea about insurance informationShe could not helpHow am I to file a claim when I don’t know the name of the insurance company? Bottom line, 2-is lying and stalling for timeSo, they have two choices at this pointGet the motherboard returned to us in one weeks timePay us the $dollars in one weeks timeIf either of these do not happen by October 10th, I will file a police report for theft and I will take both 2-and [redacted] to small claims court to not only recover the cost of the appliance, but to cover the expense of my time and aggravationI have already requested my and my husbands cell phone records to show each and every time that we have called 2-10.What I am asking is not unreasonableAll they have to do is get the motherboard back - as without it again, our beverage cooler cannot be fixed 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 Our records indicate on March 23, 2017, [redacted] reported online, the microwave is not heating or cooking food properlyThe contractor reported the door switch and lever lock are worn outThe contractor requested we supply the partsThis was sent to our supply research department where it was found on ** website [redacted] that [redacted] ’s ** microwave, model # [redacted] is a countertopA trim kit is available for purchase, to give the microwave a built in lookWe request the Revdex.com to go to the ** websiteWhen you put in this model in the search box on the upper right, the FIRST page that comes up is the model with the wording " [redacted] Profile™ Series CuFtCountertop Microwave Oven" Then clicking on that link brings up the main page for this model with specs of it and features and one of those features state "Buicapable microwave - This countertop microwave oven is buicapable with a sleek matching trim kit" That alone should tell all that this unit is a counter top and the trim kit makes the unit "LOOK" built in - the trim kit does not change the FACT that this model is a COUNTER TOP microwaveIt was also confirmed through [redacted] Parts Direct that this is a counter top microwaveThis has also been confirmed with our appliance expertPer the Terms & Conditions of the Agreement under Kitchen Appliances “Excluded: BuiMicrowave: portable or counter top units,” This means counter top microwaves are not eligible for coverageAs a gesture of goodwill and not an admission of liabilityHBRWC has reimbursed both of [redacted] ’s service fees to put toward the repair or replacement of her microwaveIt will take approximately to business days to receive the checks We do apologize for any inconvenience by any employees that came across rude or disconnected a phone callWe take these accusations seriously and can assure her that it is not acceptable for anyone to be rudeThis matter will be investigated internally so we may make corrections and continue to improve our serviceWe regret that we cannot be of further assistance in this regardHBRWC 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 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 rebuttal submitted by [redacted] Thank you for the opportunity to review furtherTo clear up the confusion on the home inspection reportThe inspection was never received but was a conversation between a representative and Linda Trintani on April 21, We apologized if this was not clearWe have addressed her customer service concerns internallyIt was explained why the washer was not eligible for coverage in the previous response [redacted] desired resolution in her initial complaint as shown: Desired Settlement: Refund I want a full refund of the $cost for this warranty and a cancellation of the policyI also want the $I paid for the service callAs stated in the original response, HBRWC agreed to her “Desired Settlement”, a refund of her service fee, and a full refund of her warrantyThese checks have been processed and her warranty has been canceledNo additional information has been received to determine eligibility of the washerWe respectfully request the Revdex.com consider this matter closedSincerely 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”) that became effective on October 27, and expired on October 27, and applicable claimThank you for the opportunity to review and respond Our records indicates the independent contractor replaced the air handler on August 4, Ms [redacted] ’s Agreement expired on October 27, and she decided not to renew her AgreementIf Ms [redacted] would have renewed her Agreement, this would have been addressedMs [redacted] should be aware that the [redacted] air handler that was replaced is under Manufacturer’s WarrantyWe recommend she call [redacted] if her contractor will not work with her for equipment under Manufacturer’s Warranty We regret we cannot be of further assistance in this regard as Ms [redacted] ’s Agreement has expired and she did not renewHBRWC has fulfilled their obligations as specified in the Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation