2-10 Home Buyers Warranty

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 appreciate Mr. [redacted] providing the information to pull the call he had with the representative on 1/25/18. We were able to locate the conversation. The representative specifically told Mr. [redacted] we needed a diagnosis report from his contractor before any repairs are completed. Mr. [redacted] did not do this. Here is the portion of the transcript:
 
Mr. [redacted]: “If my contractor were to write up a report and everything, you’d still have to send your guy out to verify? Is that what you’re saying?”
 
Representative: “We can set up an out of network contractor service request, but before any repairs are completed the Out of network contractor has to send in a Diagnosis to us and we still ultimately hold the decision on whether or not to repair or replace the unit.”
 
At the end of the conversation, Mr. [redacted] told the representative he wanted to get with his contractor and then call us back to figure out how he wanted to move forward, then the conversation ended. Therefore the representative did not set up a service request.
 
Regardless, we do depend on our customers to review their Agreement to determine the proper procedure when using a contractor out of our network. There is not a business out there that would allow a customer to have a full system replacement completed without first consulting the business on what the failure is as well as the cost. As our previous response indicated, the proper procedures were not followed when using a contractor out of our network. The Agreement makes it very clear, in BOLD lettering under “Who pays what?”; “2-10 HBW will pay or reimburse you for costs that have been pre-authorized for a covered repair. Service performed without pre-authorization will not be paid.” Pre-authorization was not given to Mr. [redacted]. We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that went into July 22, 2016 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on August 1, 2016, [redacted] reported the air conditioner the services the first floor is not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and reported the system was empty of refrigerant, he added 1 lb. Freon for leak test and located a massive hole in the condensing coil and multiple small leaks in the evaporator coil. In the contractor’s professional opinion, these failures did not occur in the short time the service agreement has been active. These types of failures take a long time to develop. The unit was not in working condition at the start of the service agreement. The claim was denied based on these facts. These holes have been there prior to the July 22, 2016 effective day. Per the Terms & Conditions; “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.”
 
[redacted] disputed the denial, she sent in the home inspection. The home inspection was vague but did state that there was a 20 degree drop in temperature. It was decided to overturn the denial. She has been working directly with a representative in this department.
HBRWC would like to apologize for any inconvenience [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 (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted] Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on February 26, 2018 Mr. [redacted] reported his refrigerator is not cooling. The independent contractor, [redacted] was dispatched. On February 28, [redacted] declined the dispatch as they do not work on [redacted] refrigerators. The independent contractor [redacted] was sent the dispatch. On March 3, Mr. [redacted] called in and advised that the contractor could not make it out for 8 days so he fixed the refrigerator himself. He advised that we would like his dishwasher looked at so he will keep the appointment. Port City has a scheduled appointment with Mr. [redacted] for March 6.
 
Concerning contractor availability in Mr. [redacted] service area for appliances. We do regret that on occasion, 2-10 HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely manner. We do apologize for this inconvenience. The service fees are paid directly to the independent contractor for their travel and diagnostic time. The service fees are kept by the contractor and not transferred to 2-10 HBW. We regret we will not waive or refund the service fee.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: Our issues with the service were not addressed in the reply.  Our primary issue was that neither 210 nor [redacted] the contractor were "urgent" in getting us back into our home.  It was extremely hot (in the 90 degree range) in our home and we were consequently in a hotel for 9 days.  With meals and hotel costs, we were out of pocket approx. $1,000.  210 offered us $400 "as a courtesy" which is unimaginable to us.  We felt they violated our contract with them by not responding in a timely manner.  The AC was not repaired until 9/2/16 which was more than 2 weeks after our initial contact.  We were later told by 210 that the contractor "had not responded" and thus they could not order what was needed.  [redacted] told us 210 had dropped the ball and not ordered the parts.  We called [redacted] directly and were told that 210 never called them back to place the order for the parts.  They specifically stated that 210 had called them to get a quote for our unit but never called back to confirm that [redacted] should order the unit.  The ball was dropped countless times throughout this process and no one offered any concern or sense of urgency.  No one took responsibility and handled the problem.   Someone needs to make us whole.  We can provide receipts as needed.  We have already sent 210 Customer Complaint dept more than $600 in hotel receipts. We can compile most of our meal receipts for the 9 days we were displaced.  Please handle this matter in a timely fashion.  We appreciate your assistance. 
Sincerely,
[redacted] & [redacted]

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

opportunity to review and respond.   Our records indicate on May 31, 2016, [redacted] reported her air conditioner was not blowing cold air. Independent service contractor, One Choice Mechanical was dispatched to the home and reported the customer’s system was completely void of Freon. They did a leak test and found the evaporator coil was leaking. Unfortunately the customer’s furnace is too large to accommodate the new style of evaporator coils. The coil sits on top of the furnace and due to the large size of the furnace, there is a space restriction of 21” wide and 8” tall max for a coil. The contractor cannot supply these coils because they are no longer made. HBRWC parts inquiry department also checked and confirmed these dimension of coils are not available. One Choice Mechanical states the only option is to replace the furnace. This would be an out of pocket cost for [redacted] since the agreement will not cover a furnace replacement due to just space restriction. This is in the Agreement under the Terms & Conditions; B-15 “You are responsible for additional charges to remove or install non-related equipment in order to make repairs.” There is no mechanical failure to the furnace to justify replacement under the Agreement.   On June 13, 2016, [redacted], an HBRWC representative and One Choice Mechanical had a 3 way conversation and it was explained what the issue was and her options were. She could take a buyout amount for the cost of replacing the coil or she could have One Choice Mechanical replace the furnace. [redacted] has not yet contacted us on what she would like to do.   On June 20, 2016, a representative called [redacted] and received a voice mail. A message was left that if she disagrees with having to replace the furnace due to the dimensional restriction, she has the option of contacting an out of network contractor who may be able to work around it. It was further explained there are out of network guidelines that must be followed and to call back and they will be explained and emailed to her. We are still waiting for her reply.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We have been experiencing an unusually high call volume and in the call center due to the present heat wave. We value her business and look forward to hearing from her soon   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because it is irresponsible. However, we chosen to terminate services and would like all service fees that are in line with cancellations, per the policy.
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 February 1, 2017, [redacted] reported online her oven is not heating up to the correct temperature. The independent contractor, [redacted] Service was dispatched to evaluate the oven. On February 10, 2010, [redacted]’s called because she had not heard from the contractor since they diagnosed the oven. The representative called [redacted]’s and received a voice mail and a message was left to call in the diagnosis with a follow up email. On September 13, a representative contacted [redacted]’s, and he reported the parts were ordered and he will check with their parts store to see if they have come in. [redacted]’s assured us he would call us back and update the customer. This was the last contact with [redacted]’s Appliance. There were numerous attempts to contact [redacted]’s but they were non responsive or their voice mail box was full. It was decided to transfer this claim to another contractor, [redacted]. [redacted]’s appliance was sent to our contractor relations department to investigate and address the contractor. The parts were expedited for next day air to [redacted]. A representative of this department called [redacted]. A voice mail was received and a message was left requesting status. The contractor has reported the work has been completed.
 
There are instances where an independent contractor will be non-responsive or drop a claim mid-stream. 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.” This means HBRWC is not responsible for an independent contractors actions. However, we will promptly do everything possible to expedite the service/repair with the same contractor or locate another contractor.
 
We would like to apologize for any inconvenience [redacted] has experienced. HBRWC is committed to providing superior home warranty protection and customer service.  Her concerns enables us to make corrections and continue to improve our service. We value her business and we look forward to serving her future warranty needs. In her desired settlement, she request her service fee reimbursed. We are understanding of [redacted]’s situation and have reimbursed her service fee. It will take approximately 10 to 15 business days to receive the check.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:The fact of the matter is, it took over 2 months to get my AC compressor fixed.  My contractor called them numerous times and waited hours and hours on hold.  The only reason it took so long for him to email them a break down of what needed to be done is that he could never get someone on the phone to provide an email address.  The ONLY reason I believe it got fixed is because I contacted my realtor to complain.  Once the realtor/broker was involved 2-10 jumped into action to not lose that realtor account.  In addition, the contractor discussed with them that the unit is old, and replacing the compressor might only fix it temporarily.  He felt the entire unit needed to be replaced.  2-10 ignored that request and approved replacement of only the compressor.  My unit worked great for about 6 days and then it shut down and the line froze over.  I contacted the same contractor and waited a week for him to come out to look at it.  He indicated there is freon leaking from the unit and there is something else that needs to be done to get it fixed again.  Because he is so busy, and because I am concerned about waiting another few months for 2-10 to respond to a request from a non-contracted service provider, I decided to call 2-10 to schedule a service appointment by one of their contractors.  The soonest appointment I could get is next week.... so this issue is still not fixed.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The contractor that was dispatched out indicated that our fan and compressor needed replaced and then proceeded to try and sell us a new unit.  However, I would like to point out the section in the warranty that states "3. are in place and in good and safe working order at the beginning of the service period. Coverage will apply to 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 visual inspection of the covered item means that it 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."  Given your contract the item in question was operable at the time the warranty was taken out and the contract specifically states that coverage will apply to an existing defect.   In the mean time since I could not wait for you to figure out your own contract I had to have to work performed out of my own pocket.  At this point I would like a full refund for the entire amount paid on this warranty since you will not honor our contract. 
Sincerely,
[redacted]

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. 210 Home Warranty has decided to honor my warranty and replace my furnace. I would like to close my complaint with your...

organization.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:1. The responding time of the howe warranty is too long. My family and I have experienced extremely hot temperature in the room, and because of the business refused to reimburse any of our expenses of hiring our ownrepairman. We have to suffer the extremely terrible conditions for over a month. It caused very bad impacts on our health condition, especially given my wife is pregnant. I have attached several pictures of the room temperature because of this AC issue. Just imagine we have experienced over 30 days like this. We seek any possible compensation from the home warranty company. A simple "we are sorry" is definitely not enough for us to compensate for what they have done to us.2. The AC is back to work now. However, during the waiting time, every time it was me called the home warranty company. If I didn't call them, I can imagine it would take them even longer to solve this issue. And they always pointed fingers to the contractor who should not be responsible for the delay.3. During the fixing, the compressor cover got three big scratches inside which will definitely impact the cover work effect. Will they fix it or replace it?Sincerely,
[redacted]

The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. (“HBWVA”) is in receipt of the inquiry submitted under case 11088171 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on date, [redacted] contacted HBWVA and reported her water heater pilot light would not stay lit. The independent service contractor Mundin Plumbing Inc. was dispatched to the property to evaluate the claim further. On December 23, 2015, Mundin Plumbing called in their findings as the water heater is under Manufacturer’s warranty and that the pilot light will not stay lit. The technician’s professional opinion is there are cracks in the foundation which caused moisture to make the water heater pilot light to corrode. The claim was denied because the failure was not from normal wear and tear but due to water damage. Per the Terms & Conditions of the Agreement “We provide service for covered systems and/or appliances that: 2. Do not operate correctly due to normal wear and tear; also B-8 there is no coverage for any loss or damage that is caused or made worse by any of the following causes….water damage”. A representative of this department called [redacted] to get additional information. Mundin Plumbing Inc. charged her an additional $150 to repair the water heater. There repairs did not work. HBWVA was not aware of this. [redacted] was able to get the water heater replaced under manufactured warranty. As a gesture of goodwill and not by admission of liability. HBWVA has reimbursed [redacted] her service fee as well as the $150 she had paid to Mundin Plumbing. She has canceled her service with HBWVA on a flat rate basis and we have come to a satisfactory resolution. HBWVA strives to provide fast, reliable service and anything less is unacceptable. We want to thank [redacted] for bringing the customer service issues and this contractor issue to our attention so that we may further investigate these matters internally. Sincerely, [redacted]
Office of the President 2-10 Home Buyers Warranty of Virginia, Inc.

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

A representative of this department contacted [redacted]. She is correct, there are a limited number of plumbers in her area that service Visalia CA. Contractor relations was contacted and this was confirmed. They will look into this and see if they will be able to contract with a plumber in the area.   HBRWC apologizes to [redacted] for the hold time with the customer service department. The recent heat wave throughout the United States, has created 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. We thank [redacted] for bringing this matter to our attention and we look forward to serving his future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/08/06) */
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 to [redacted] for...

any inconvenience she has experienced during the service request handling process. We strive to provide professional and friendly service to all of our customers and anything less than that is unacceptable. The Customer Care representative [redacted] referenced in her inquiry is no longer an employee of HBRWC.
HBRWC has authorized payment to the service contractor for the additional $100 service fee and it is no longer due from [redacted]. A letter from the Office of the President has been emailed to [redacted] confirming this information. Our records indicate that this matter has been resolved.
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,
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 11, 2016, [redacted] reported his downstairs air conditioner is not cooling. Independent contractor, [redacted] was dispatched and reported he could not find anything wrong with the system. There was a search for another contractor but at the time of the requested service, our in-network service contractors were booked and would not be able to service in a timely manner. A representative offered to continue looking for a contractor or he could contact his own out-of-network service contactor. We were able to locate an independent contractor, [redacted] that could service. They reported they found the evaporator coil leaking. The contractor was authorized to replace the coil and the coil was ordered. On August 3, 2016, Mr. [redacted] called in on the status. The supplier was contacted and it was found that there was a glitch in the suppliers system and the evaporator coil was not ordered. The supplier would not be able expedite the part. A representative called the contractor and requested they supply the part and they were approved to supply the coil. [redacted] reported the work was complete on August 5, 2016.
 
HBRWC apologizes to [redacted] for the experience he has had concerning his experience with the customer service department and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal call volume in the call center. We have increased our staff due to the ongoing heat wave. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. A supervisor called Mr. [redacted] and received a voice mail. A message was left to confirm the system is now up and running and an apology on behalf of HBRWC for the inconvenience caused to him and his wife. We regret we will not be able to refund Mr. [redacted] a full refund of his warranty pursuant to the Agreement under the Terms & Conditions E-5 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.
 
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 complaint submitted under case number [redacted] by [redacted].  We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the...

opportunity to review and respond.   Per our system information, [redacted] Service Agreement, number [redacted], was active beginning on August 1, 2015.  This is filed under the property address of [redacted].  When we researched [redacted] complaint, there was no issue in locating his Agreement and everything shows as correct in our system.  As such, we regret we cannot advise to [redacted] what problems, if any, may have existed previously.   WE also regret that we are not able to offer coverage for [redacted] air conditioning system replacement.  HBRWC reviewed the invoice for repairs.  This invoice did not indicate what the failure was to the old system, what type of equipment he had previously, or why replacement was required.  For this reason we cannot determine coverage.  The claim was denied pursuant to section C-1 of [redacted] Agreement when it states, “We will not pay for any services performed without our prior authorization.”   We apologize that we cannot be of further assistance.  We do appreciate [redacted]nging his concerns to our attention so we may review further.   Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation     Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I did send the information that was requested to a gentleman named [redacted] within your company. For his own privacy, I can privately disclose his last name, but I would rather not on here. There were pictures and a long email sent to him, and I received confirmation FROM HIM PERSONALLY via email, that he received everything. I never heard back from him. I still haven't received my refund that I requested from the company. I am NOT going to give up if that is what is being sought from the company. I did receive a check (referred to as a "buyout") for the amount that 2-10 was going to pay [redacted] so that he wouldn't come back out and "do some more work on my unit" that didn't get done in the first place. Of course nobody wanted to follow this man's work. They could tell it was shady and they didn't want to get involved with it either. I can't say I blame them. I was finally able to get my new unit installed, no thanks to 2-10, a few weeks ago by our own HVAC company that I would wholeheartedly recommend to anyone. I am still waiting for my refund, and would like it as soon as possible.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This response still does not explain why the business was dishonest in both its sales practices and in the documentation that was sent to me in regards to the problem. The documentation from the heating and air contractor (previously provided) and the warranty company did not match. I am extremely frustrated that I received so many broken promises from the home warranty and they are only out to make money and that they do not appreciate there customers. I received this warranty with my home to protect me from any problems that would arise in my first year. This warranty has not protected me from anything and actually has caused more problems as I have had to go through so much dealing with the issue. I feel that no offers have been done for any repairs or even a split cost of repairs. If the warranty is of no good to me, I demand that I am refunded all funds in regards to the warranty and that some additional for all of the wasted time spent and for he pain and suffering me and my family has had to go through dealing with this for almost 2 months now. Because of the lack of our ac system being fixed and this process taking so long we had to purchase a window unit (cost over $200) which in turn allowed a crook to break into our home. I have now been a victim to two crooks. The warranty company and the thief who broke in our home. I will never do business again with this warranty company and will tell everyone I know how dishonest and difficult they are to work with. Since my involvement I have received word from one of my colleagues they have been dealing with similar issues with 2-10 and have been told the same that the issue was pre-existing and there home was purchased almost a year ago. If 2-10 does not attempt to offer better service than previously provided. I may choose to contact the media and an attorney and pursue other actions. At this point I am sorry that I every worked with 2-10 and they have already lost a customer for life.   
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 January 7, 2017, [redacted] reported online, her oven is not heating up to the correct temperature. The independent contractor, [redacted] was dispatched to the property and found the thermostat had failed. [redacted] was authorized to replace the thermostat. [redacted] reported on line that they completed the work on February 8, 2017. On February 21, 2017 a request for a recall was sent to [redacted] to revisit the home. On February 22, 2017, [redacted] called in stating the [redacted] had missed there appointment. There was a call placed to [redacted] and the office manager explained the technician had a family emergency and they would not be able to make it out for 2 weeks. We were not able to locate another network contractor to service in a timely manner. We do regret that on occasion, this does occur. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is described in the Agreement under the Terms & Conditions, A-1 “If a 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," [redacted] advised us she was not able to locate a contractor. On March 2, 2017, our dispatch department located a network contractor to service. The independent contractor, [redacted] was dispatched to the property and reported the control board has burned out. It was found the control board is no longer available but it can be rebuilt. The contractor refused to follow the process of having the control board rebuilt even though they have contractually agreed to. The contractor was sent to our contractor relations department to address this. We were not able to locate another contractor to pull the board. It was decided to offer [redacted] a buyout and she accepted.
 
A board rebuild is a simple process where the contractor pulls the board and it is mailed to [redacted]. [redacted] will find the root cause and repair the failure. Furthermore they will assess the condition of the board and address other problematic issues including replacement of failure prone components and reworking of suspect solder joints as a preventative measure. After the board passes a full functional test, it is mailed back to the contractor. [redacted] backs their work with a 2 year warranty. The turnaround time is 7 to 10 days.
 
[redacted] states her oven had not worked since the original claim date. HBRWC was not aware of this and we had not heard any different. We assumed the thermostat that [redacted] reports they had replaced, had repaired her oven. [redacted] has also been sent to our contractor relations department to be address. There are instances where an independent contractor will drop a claim, miss appointments, etc. Other times where we do have difficulty locating a contractor to service a customer in a particular trade in a timely manner. Labor issues like this are out of our control. Per the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” However, we will promptly do everything possible to expedite the service/repair.
 
We would like to apologize for any inconvenience and delay [redacted] has experienced. HBRWC is committed to providing superior home warranty protection and customer service.  Her concerns enables us to make corrections and continue to improve our service. 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 May 18, 2017, [redacted] reported his ac is not cooling. On May 19, 2017, the independent contractor had not responded to [redacted] and she decided to use her own contractor. The guidelines were emailed to her. As [redacted] is aware, number 1 of the guidelines states: HBRWC will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.
 
Her contractor reported there was a leak in the evaporator coil and his cost were high compared to HBRWC’s standards. When the [redacted]’s originally requested their own contractor, the network contractors work order is automatically cancelled so the network contractor did not keep the appointment. The representative resent the dispatch to the network contractor, [redacted]. [redacted] was not responding. The independent contractor [redacted] was dispatched and scheduled an appointment for May 31, 2017. There were numerous attempts to get the diagnosis from [redacted]. On June 16, 2017, [redacted] reported the delay was due to OEM parts had to be ordered and the ETA is June 19, 2017. On June 21, 2017, it was confirmed the motor was received and a voice message was left with the [redacted]’s. There were several phone calls from [redacted] to us as she could not get a hold of [redacted] to schedule. [redacted] was not responsive to HBRWC. On July 6, 2017, a representative discussed the options with [redacted] and it was decided to dispatch another independent contractor. [redacted] was sent to contractor relations to investigate and address. As explained in the Terms & Conditions; E- 9 “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.” However we will try very hard to do everything possible to expedite the service with the same contractor or locate another contractor.
 
The independent contractor, Denali Services was dispatched and reported the contactor had failed and is fusing. The technician advised the customer is interested in a cash buyout. Denali found no other issues. Mr. [redacted] accepted the cash buyout and the buyout was processed. In addition, the Brandon’s service fee has been reimbursed due to [redacted] dropping the claim. it does take approximately 10 to 14 business days to receive the checks.
 
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 an area, the independent network contractor’s experience an unusually high volume of calls, they can be booked or they do not always respond in the time allotted. This can be understandable, but [redacted] simply dropped this claim.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation