2-10 Home Buyers Warranty

Complaint: [redacted]
I am rejecting this response because:
As I have already stated, the contractor , pro air had told me different than what they are saying. So has my home inspector, which I contacted and talk to about this matter. The ac worked fine from inspection to the time it stopped working.
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 June 13, 2017, [redacted] reported there is no air flow through the vents. The independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner further. There were numerous attempts to get the diagnostics from [redacted] without a response. On June 29, 2017, [redacted] reported the system is low on refrigerant, the condensing coil is leaking. They recommended replacing the entire system. They could not justify why the evaporator coil also needed to be replaced. [redacted] was to call back with this information. [redacted] never responded even after numerous attempts. [redacted] also requested to use a contractor out of our network but his contractors cost were extreme based on our network guidelines. Stout was sent to our contractor relations department to address the contractor unnecessary delays. On July 13, 2017, the independent contractor A.R.P was dispatched and reported both the indoor evaporator coil and the condensing coil were leaking. With this information, HBRWC, authorized A.R.P to replace [redacted]’s entire air conditioning system with a 14 seer R410a system. It is been confirmed the equipment is ready for pickup. It is now between A.R.P and [redacted] to schedule for an installation time.
 
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 throughout 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. 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.”
 
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 [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable refrigerator claim. Thank you for the opportunity to...

review and respond.   Our records indicate on April 16, 2016, [redacted] reported his refrigerator was leaking water, not cooling or freezing. Independent service contractor, HELP Services was dispatched to the home and found the defrost heater and defrost terminator had failed and he was authorized to replace the parts. [redacted] was still having issues with the refrigerator and believed the part Help Services installed was faulty. A representative of this department called [redacted]. He explained he has attempted to contact Help Services on several occasions but they have been unresponsive. There were no other in network contractors that could service in a timely manner. [redacted] has been offered to locate his own out of network contractor and the guidelines have been sent to him. His complaint against Help Services was passed along to our contractor relations department to investigate and address the contractor.   HBRWC apologizes to [redacted] for any experience he has had concerning his hold time with the customer service department and the issues with the contractor. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center due to the air conditioning claims. 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.   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 [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 19, 2017, [redacted] reported his air conditioner is not cooling. The independent contractor, [redacted] was dispatched and reported the thermal expansion valve (“TXV”) has failed. Advanced did not have the brand, model or serial number to order the part and was to get back to us. There was numerous attempts to get a hold of the contractor. On August 21, 2017, we did acquire the needed information and the [redacted] TXV was ordered with an ETA of 8/24/17. [redacted] advised us it was ready for Advanced it was ready for pickup. Advanced advised it was not ready for pickup. [redacted] changed the ETA to 8/30/17 and again a representative contacted [redacted], and was advised it is ready for pickup. On September 6, 2017, there were several calls from [redacted] on status. Neither he nor 2-10 HBW could get a hold of Advanced.
 
It was decided to dispatch another contractor, [redacted] was dispatched and on September 26, 2017 reported the TXV is restricted. The part was ordered and shipped to [redacted]’s shop. On October 2, 2017, [redacted] contacted 2-10 HBW and advised us that they have 2 shipping address’s. [redacted] request we reorder the TXV to go to the other address. A representative from the contractor relations department explained to the contractor, that we ship to the address we have on file and we were not aware of this other address. Replacing the TXV did not correct the problem and [redacted] requested we dispatch a different contractor.
 
The independent contractor, [redacted]. The technician reported the compressor valves are going out and not pumping as they should and the evaporator coil is restricted. The information has been sent to our parts research to locate the parts and determine the next course of action. This claim has been assigned to a representative until the claims completion. The representative has contacted [redacted] and advised her of this.
 
We acknowledge that there were opportunities to provide [redacted] better service and some of these delays could have been avoided. We do depend on our contractors to provide the most specific details when placing orders, including brand, model, and serial number and as in [redacted]’s case, a different shipping address. All of the contractors that are utilized by 2-10 HBW are all independent contractors and operated and not employees of 2-10 HBW. We had no control over Advanced when they dropped the claim by being non responsive. We do not have control over the distributors that supply parts. This is stated in the Agreement in 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.”
 
We do apologize for any inconvenience and/or delays caused by any employees or contractors assisting with [redacted]’s service. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short. We will have [redacted]’s concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [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 2, 2017, [redacted] reported his air conditioner is not blowing cold air. The independent contractor, [redacted] was dispatched and reported there is a leak in the outdoor accumulator and the indoor evaporator coil. This information was sent to our parts research team to check availability of the parts and [redacted] was updated. [redacted] reported to parts research that the accumulator was no longer available. [redacted] was told that we were looking at system replacement. [redacted] contacted parts research back advising that the accumulator was located. A representative contacted [redacted] and explained we were moving forward with the repair and if the repair does not hold to call us back and we will set up a recall. On July 31, 2017, [redacted] requested a recall visit. [redacted] went back to the home and found the compressor had shorted to ground. [redacted] was authorized to replace the compressor. [redacted] has reported the air conditioner is up and running.
 
HBRWC will not replace an entire system when only a couple of components need to be replaced and they are available. We had no idea the compressor would have failed right after the first repairs. We do not replace an entire system solely due to age. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. These type of repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. As specified in the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” HBRWC does take the independent contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours.
                    .
We acknowledge that there were opportunities to provide [redacted] with better communication and some of the delays that occurred were preventable. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short. We will have [redacted]’s concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We value [redacted]’s 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”) that went into effect August 11, 2015 and applicable claim....

Thank you for the opportunity to review and respond.
 
Our records indicate on October 19, 2015, [redacted] reported the toilet won’t flush and there is a strange smell from the shower. Independent service contractor, [redacted] was sent the dispatch. A representative spoke with [redacted] on October 19, 2015 to discuss issues that could and could not be covered. It is also noted by the representative reported she decided to look for her own plumber. There are times when we are not able to locate a contractor in certain areas or a contractor cannot service in a timely manner. We would refer [redacted] to the Agreement under The Terms & Conditions A-1 “If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured.” This is not false advertising. She also had the repairs done without our prior authorization.
 
After receiving this notice, a supervisor was assigned to this case. The supervisor contacted [redacted] and requested the invoice showing the scope of work that was done for review. The invoice was received and states: "Repaired basement plumbing so the shower drain does not back up when the toilet is flushed. Broke up basement floor to access drainage. Added a 2" plumbing vent through limestone basement wall to the outside of the house to vent the toilet.". This is not eligible for coverage due to improper design of the plumbing drain line per the Agreement under the Terms & Conditons; B-11 “Costs to repair failures due to improper design, improper previous repair, will be at homeowner’s expense.” In addition, the vent was missing and we are not responsible for adding it. 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): missing parts”. The supervisor has left a message with [redacted] as to our coverage decision and to call him back directly with any questions.
 
In regards to a refund of the Agreement. This claim was placed on October 19, 2015, the Agreement has expired on August 11, 2016. If [redacted] had wished to of canceled the Agreement when she was not pleased with the service in October. She should have canceled the Agreement at that time. Then the Agreement would have been canceled per the Terms & Conditions F-4 “If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s)”. We regret we will not be refunding the Agreement. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  We respectfully request the Revdex.com consider this matter closed as his Agreement is now expired.
 
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 [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 7, 2017, [redacted] reported her air conditioner is not blowing cold air. At the time of the requested service, all of our network contractors were booked 3 days out. [redacted] requested sooner service. The representative offered [redacted] to locate her own out-of-network service contactor as explained in the Agreement under the Terms & Conditions, A-1 "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service". The guidelines for using a contractor out of our network were emailed to [redacted]. Her contractor reported the compressor has failed and the condenser coil leaks. The contractors cost to repair was quite a bit higher than a network contractors guide price. As stated in the out of network guidelines, HBRWC’s responsibility is to only pay what we would pay a network contractor. Since [redacted] would be out of pocket for the overage, it was decided to get an independent network contractor to service. The independent contractor, [redacted] was dispatched and reported the compressor has failed and a small leak in the evaporator coil. He recommends super seal for the evaporator coil and a new compressor. Crispy was authorized and the compressor was ordered. Crispy has reported the repairs were complete on July 3, 2017.
 
When there is a heat wave in the area, the independent network contractor’s experience an unusually high volume of calls and do not always respond or complete the work in the time allotted. We do apologize for this inconvenience. As explained in 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.”
 
In [redacted]’s desired settlement, she is concerned that the repair will not work. Adding super seal to a system is a technique that many contractors use to repair a leak permanently. This is a proper acceptable repair. We will not replace an entire system when only one component needs to be replaced. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible. This type of repair is customary and reliable, and we will guarantee the work for the full term of the Agreement. If [redacted] is still having the same issue with her air conditioner, we encourage her to notify us. The service fee would be waived if the same issue occurs within the Agreement period.
 
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 [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 [redacted]’s, renewal Agreement went into effect September 25, 2016. On November 9, 2016, [redacted] reported the drain line needs to be blown out. The independent contractor, [redacted]s was dispatched and reported “the unit rusted.  The drain pan is rusted out, the blower assembly has heavy rust on it. The unit has not been maintained and has had water problems for years.”
 
It was decided to move forward with the replacement of the indoor air handler. Before the air handler can be ordered, there were $108.00 ($50 disposal + $58 freon recovery) in out of pocket costs that the Agreement does not cover. [redacted] must agree to pay [redacted] the $108 before the air handler can be ordered. On November 17, 2016, a representative called and spoke with [redacted] to advised of the out of pocket costs. [redacted] advised the representative that she did not have the money at this time and she will have to call us back when she does. The claim was pending until we heard from [redacted].
 
It was not until May 12, 2017 when [redacted] called HBRWC and accepted the $108 in out of pocket costs and the air handler was ordered. We tried numerous times to get a hold of [redacted] without a response. On June 7, 2017, [redacted] declined the work and request that this job be reassigned.
 
The independent contractor, [redacted] was dispatched. On June 12, 2017 reported “the evaporator coil is restricted with Styrofoam and debris – excessive water leaking from above the bathtub due to drain pan rusted through. The system is overcome with rodents in the area and chewing up the Styrofoam that is pulled into the coil. Checked operations and the coil and the drain pan need to be replaced.” Rust has only caused the drain pan to leak. The other rust has not created any failures.
 
The evaporator coil is not eligible for coverage as the rodents caused the failure with the evaporator coil. This is located 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,” In addition the Agreement does not pay for cleaning any part of equipment; B-7 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” and B-16 “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” The only item eligible is the drain pan. 
 
The representative noticed that [redacted]’s Agreement was in void status for non-payment of premium. He called and spoke to [redacted] and advised she needs to speak with accounting and straighten this out before anything further can be done. When an Agreement is in void status, all activity stops. [redacted] said she will call back after she speaks with Accounting. [redacted] spoke to accounting and advised [redacted] that her Agreement is in void status as she is 7 months behind on her monthly payments (voided 11/16/16). This needs to be paid before the Agreement is activated. [redacted] decline to make payment in order to activate her Agreement.
 
Per the Agreement under the Terms & Conditions; section F. “CANCELLATION OR TERMINATION…If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s) and any other unpaid charges.” The service costs of this claim with another claim she had placed already exceeded any reimbursement [redacted] would receive, so no further funds would be put toward this claim unless the Agreement was reinstated. All we were asking from [redacted] is to make the past payments in order to activate her Agreement but she refused causing further delay. [redacted] should also understand that if she reactivated her Agreement, only the drain pan is eligible for coverage.
 
We regret we are unable to assist [redacted] in her desired settlement. First, she is requesting a new ac unit, however, as stated above, even if the Agreement was reinstated, the coil is not eligible for coverage; only the drain pan. Regarding [redacted]’s consequential property damage claim. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and is not intended to replace homeowner’s insurance and it is not intended to replace responsibility of homeownership. We are empathetic of [redacted]’s situation, however since she decided not to reinstate her Agreement in order to provide coverage, she could have chosen to not use her ac (to prevent further water damage) and she could have invested in room ac units, until she could have a contractor make repairs. Per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We highly recommend that she check with her homeowner’s insurance company to address this issue of consequential damage.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and the Home Warranty Company is still working with us to resolve the air conditioning issue.  The situation is not completely resolved at this point, but significant progress has been made in the right direction.  Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2015/10/31) */
The Office of the President at Home Buyers Warranty Corporation VI ("HBWVI") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
On September 25, 2015 HBWVI received the report that the gas valve to Ms. [redacted]'s water heater had failed. HBWVI researched and located the gas valve, and on September 30th the part was ordered. This decision was made pursuant to section B-1 of Ms. [redacted]'s Agreement when it states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
On October 1, 2015 HBWVI received verification from the parts supplier Ferguson National that they had received our order request and had shipped the part to the service contractor. This part was delivered that day as well, but per the contractor it did not contain any paperwork or information and was missing a natural gas kit which had also been ordered. As a result, the service contractor was not aware which claim the part was for and did not contact Ms. [redacted] for scheduling. We sincerely apologize for this delay.
The natural gas kit was reordered. However, on October 16, 2015 the original service contractor requested a new contractor be dispatched. Hers and His Plumbing was dispatched to the property and was authorized to replace the water heater. These repairs were completed on October 21, 2015.
We appreciate Ms. [redacted]'s patience throughout the claim handling process, and would like to sincerely apologize for the delay that occurred. HBWVI initially proceeded with the repairs because the parts were reported as available and in-stock. Had it been possible to know of the part order difficulty and other delays that occurred, HBWVI would have replaced the water heater outright. We appreciate Ms. [redacted] bringing this to our attention and we will have this claim evaluated further internally so we may strive to prevent such situations from occurring in the future.
Sincerely,
[redacted]
Office of the President
Home Buyers Warranty Corporation

2-10 HBW honors our veterans and thanks Mr. [redacted] for his service to our Country.  2-10 HBW is committed to providing superior home warranty protection and customer service.
 
In this case, the consumer filed a claim relating to a malfunctioning air conditioner under the One-Year...

Workmanship Warranty provided by 2-10 HBW.  We are always willing to assist our customers to address any and all warrantable repairs, but unfortunately, in this case 2-10 HBW determined the claim was not covered by the 2-10 HBW warranty because the unit is covered under a separate manufacturer’s warranty.  The manufacturer’s authorized service representative performed a service call, made some minor repairs and certified the unit was functioning properly.
 
The builder and manufacturer representative indicate the air conditioner is not undersized.  Therefore the consumer’s claim for replacement of the air conditioner is disputed.  The warranty provides for arbitration to resolve this dispute.  We have provided the consumer with information to initiate the arbitration process. The decision of the arbitrator will be binding upon all parties.
 
Sincerely,
Home Buyers Warranty

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

respond.
 
Our records indicate on November 8, 2017, the independent contractor reported the motor for the modular downdraft gas cooktop burned out, the switch spark shorted and both parts are no longer available. This was sent to our appliance research team for further review. It was found that this is an old 20 year old modular downdraft cooktop that are no longer manufactured. From pictures, the downdraft cook top and the downdraft blower assembly are in a horizontal configuration rather than the standard vertical position with the blower wheel also being horizontal. There is nothing on the market today that is a downdraft with this type of blower on it. Due to this, there would be modifications needed to accommodate a new cooktop. A comparable cooktop with similar features or the equivalent cash buyout of $1,088 was offered to Ms. [redacted]. The Agreement is responsible for matching similar features related to the primary function of the cooktop. We make a sincere attempt to get an appliance within close proximity in dimensions but this is not always possible. We are also not responsible for upgrading an appliance as described in the Agreement under the Terms & Conditions, B-2; “When replacing a system or a component of the system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions or brand. We are not responsible for matching any feature of an existing system or appliance that does not contribute to the primary function of that system or appliance…we are not responsible or liable to upgrade equipment, components or parts due to: (a) the incompatibility of the existing systems and appliances with the replacement system, appliance or component thereof (b) any type of chemical or material needed to run the replacement systems, appliance or component including, but not limited to, differences in technology, refrigeration requirements or efficiency;”.
In addition, we are not responsible for construction, carpentry or modifications as stated in B-3; “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction, carpentry or other modifications needed because of different dimensions.”
 
Ms. [redacted] states her oven must also must be replaced, however this is a separate appliance and 2-10 HBW is not responsible for replacing the oven because a comparable cooktop made today will not fit. We respectfully disagree with Ms. [redacted], a true replacement for just the cooktop is not $4000.
 
Unfortunately, there is no other cooktop that we can offer Ms. [redacted]. We recommend she take the cash buyout for $1,088. We regret, we are unable to reimburse any additional amount. We value her business and look forward to hearing from her soon on her decision.
 
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 on September 7, 2017, Mrs. [redacted] reported no power to multiple outlets on different walls, Electrical issue with Air Conditioning, ac breakers caught fire tonight. Fire department and sceg responded but said we need someone out here ASAP in the morning. The independent contractor, ** [redacted] was dispatched. On September 7, 0271, the technician reported a breaker is burned in the circuit panel. The cause of failure was due to the panel being improperly installed which caused the corrosion of the wires that go from the base of the meter box to the circuit panel. Per the Agreement under Electrical, meter boxes are excluded from coverage. Additionally, the technician could not just attach the circuit panel due to code; he had to correct it all. In order to make the repairs, the technician would need to change the meter box corroded wiring and add a disconnect and a sub-panel.  The missing disconnect and sub-panel are not eligible for coverage as the Agreement does not pay to add items as specified in 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” The representative explained to ** * that the items were not eligible for coverage.
 
Mrs. [redacted] Agreement does carry $250 in code coverage. Concerning the email the Mrs. [redacted] received. It also states “Please remember that in some instances you may be responsible for a portion of the expenses required to complete the repair if they fall outside the terms of the Service Agreement. Your service contractor will communicate any out-of-pocket charges with you prior to proceeding. In addition, when a network contractor is used, they bill 2-10 HBW for the cost of the job accept for out-of-pocket costs which the contractor collects from the homeowner. A call was placed to ** *. Since this occurred back in September, the technician did not remember the detailed conversation with Mrs. [redacted] concerning the out-of-pocket costs. Mrs. [redacted] states she sent an email on September 12, 2017 to corporate. A search was done for this email and it could not be located.
 
After this notice was received, on December 20, 2017, a representative of this department emailed Mrs. [redacted] with an offer of 50% of the $1,400 she paid ** * in order to settle this matter. This is a final offer. She has not yet responded. We value Mrs. [redacted] business and look forward to hearing from her 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 [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 August 15, 2016, [redacted] reported online the air conditioner is not blowing cold air. The independent contractor [redacted] HBWC was dispatched and reported the compressor has failed and the valves were leaking. The contractor recommended replacing the compressor or the condensing unit. HBRWC does take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours. This is explained in the Agreement under the Terms & Agreement, B-1 “"We solely determine whether covered systems or appliances and their components will be repaired or replaced" HBRWC authorized the contractor to repair the condensing unit. The compressor and valves were ordered. The contractor has reported online that the repairs are complete.
 
A supervisor has been assigned to this case due to [redacted] dissatisfaction. He called the [redacted] residence at the requested phone #. He received a voice mail and left a message with his direct line if she would like to call him back and discuss this further and to confirm the upstairs ac repairs have been complete.
 
HBRWC would like to apologize for any inconvenience [redacted] has experienced.  We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously. 
 
Sincerely,
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 11427069, and find that this resolution is satisfactory to me, pending the receipt of the agreed upon amount. The amount agreed upon by both parties is approximately one-half of the expense incurred by me which I consider a fair settlement, considering all circumstances. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11097844 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 January 4, 2016, Mr. [redacted] reported his light fixture in the kitchen will not function. The independent service contractor, Glass Electrical Services Inc. was dispatched to the property to evaluate the claim further. On January 22, 2016, Glass Electric found the Ballast of the light fixture had shorted out. He was authorized to replace the Ballast in the light fixture. The light is now working as it should. We acknowledge that Mr. [redacted] would like to have the light fixture replaced, have a protective cover put over the fixture or put protective plastic tubes over the florescent bulbs since he feels this is a safety hazard and a code violation. If Mr. [redacted] would please reference his 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) missing parts”. This would not be a code issue. The light fixture at the time of installment would have been up to code. This was a repair of that light fixture and not a replacement. New code violation rules do not apply for items that were installed before the rules were made (grandfather clause). The code violation rules would only apply if the light fixture would have to be replaced and needed to meet the new code requirements. A representative of this department spoke to Mr. [redacted] concerning the code and the safety hazard. He expressed his dissatisfaction due to the safety hazard would not be addressed by Glass Electric. He was upset the light was not replaced and with the technician because he would not add the protective plastic tubes over the bulbs or locate a cover. It was explained to Mr. [redacted] that this is a Limited Service Agreement and we could not possibly cover everything within the home. As a gesture of goodwill and not an admission of liability, HBRWC has reimbursed Mr. Stumps service fee. He accepted and said he may put it toward a new light fixture. HBRWC would again like to apologize for any inconvenience Mr. [redacted] may have experienced.  We would like to thank Mr. [redacted] for bringing his concerns to our attention as we do take these matters seriously.  We look forward to serving his future warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
In order to put this matter to rest, HBRWC will reimburse the cost [redacted]’s paid to his contractor less the recovery charge of 9 lbs. of the R410a refrigerant in the amount of $390. Per the Agreement under Air Conditioning and Heat Pump; “SUPREME (Optional Coverage, If Purchased) Refrigerant Recovery”. The Supreme Protection was not purchased and the system was not low of refrigerant.
The invoiced amount of $1,335 less the $390 recovery = $975 being reimbursed to [redacted] as a full and final settlement. $388 has already been issued. [redacted] can expect an additional check in the amount of $587.
 
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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response in which Beverage coolers are not eligible for coverage and [redacted] understood this. The Agreement between [redacted] and [redacted] to repair the beverage cooler is an agreement between the two of them. This is not a warranty claim where 2-10 HBW would be involved. Again, the contractors that are utilized by 2-10 HBW are all independent contractors and 2-10 HBW has no right of control over their actions.
 
A representative of this department placed a courtesy call to [redacted] at [redacted] and spoke to [redacted]. The customers concerns were explained to her. She assured 2-10 HBW that she will make contact with [redacted] for repairs to be completed.
 
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 PresidentHome Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and respond.
 
Our records indicate on June 26, 2017, [redacted] reported the system is blowing warm air. The independent contractor, [redacted] was dispatched and reported this is an Aquatherm system. The system is void of refrigerant and there were multiple leaks in the outdoor condensing unit. The technician did not report the indoor coil leaking at this time. [redacted] was approved to replace the outdoor condenser. [redacted] reported the condensing unit was replaced on July 27, 2017. The air conditioning is integrated in with the Aquatherm air handler. Aquatherm is a water source system. The total cost of replacing the condensing unit was $1,421.68. Per the Agreement under the Air Conditioning and Heat Pump “DOLLAR LIMITS PER SERVICE AGREEMENT: * Geothermal and water source system - $1,500.” This means there is $78.32 remaining on [redacted]’s dollar limit.
 
Then on September 14, 2017, we were notified [redacted]’s system was no longer cooling. [redacted] was sent back to the home and reported this time, the indoor evaporative coil is now leaking and needs to be replaced. [redacted] was explained the remaining maximum and that she would be responsible for the overage.
 
Concerning [redacted]’s desired settlement. All of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are all licensed and insured and not employees of 2-10 HBW. Due to [redacted]’s dissatisfaction with [redacted]. The independent contractor has been sent to our contractor relations department to address [redacted]’s concerns. [redacted] is also requesting that she would like [redacted] to waive all costs for labor. Any request to waive charges would be with the independent contractor, [redacted] and not with 2-10 HBW.
 
We regret that 2-10 HBW will not be offering any coverage over the remaining maximum of $78.32 as were not liable for such expenses. 2-10 HBW has fulfilled their obligations as specified in the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation