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”) that became effective May 18, 2015 and expired on May 17, 2016....

Thank you for the opportunity to review and respond.   We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced. Our records indicate on June 13, 2015, the welcome kit that includes the Agreement was mailed to [redacted]. The welcome kit was not returned to HBRWC. On May 11, 2016, John Kleemen requested reimbursement on an air conditioning claim that he had repaired outside of the warranty and to cancel his warranty. He was advised that claims placed after the work was done was not eligible for coverage per the Agreement on page 3, under Who Pays what? “A service request must be received by us during the Service Agreement period. 2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid.”   In addition on cancelling an Agreement. In the Terms & Conditions F. CANCELLATION OR TERMINATION “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charges and a $25 processing fee.”   Since [redacted] never received the Agreement with the welcome kit and since there were no funds paid out throughout the warranty period, there was a business decision to reimburse the full year premium.   HBRWC would again like to apologize for any inconvenience [redacted] may have experienced   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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11156527, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
Date: November 25, 2015
To: Revdex.com Denver/Boulder
Re: [redacted] and [redacted]
Case#XXXXXXXX
Freon Split System
The Office of the President at Home Buyers Warranty Corporation VI ("2-10 Home Buyers...

Warranty") has received Mr. and Mrs. [redacted]'s inquiry. Thank you for the opportunity to review and respond.
After careful review, we sincerely regret that we are unable to assist with the recent service request of reimbursement in the amount of $1600.00 due to the following information.
Our records indicate the evaporator fan motor was replaced by an Out Of Network contractor. Unfortunately, the request for service is not eligible for coverage pursuant to Section A1 of the Agreement, "No claim forms are used, but we must pre-approve service by an authorized, independent service contractor. 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."
Although 2-10 Home Buyers Warranty is unable to assist the homeowner with the full reimbursement, we understand there was communication from one of our employees that indicated we would reimburse what we would have paid an in-network service contractor. Therefore, we will honor the communication and that cost of $523.07.
Enclosed for is a copy of the service agreement, which outlines our terms and agreement.
You may contact us with questions or concerns by calling XXX-XXX-XXXX.
Sincerely,
[redacted]
Home Buyers Warranty Corporation VI
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 2016, [redacted] reported his air conditioner was not cooling
Independent service contractor, [redacted] was dispatched to the home and reported the service valve was loose, the technician tightened it and recharged the system. There was a recall but [redacted] was too busy to take the call. Independent contractor [redacted] [redacted] was dispatched and reported the Trane evap coil was leaking. Due to a family medical issue, [redacted] could no longer service the customer. Independent contractor [redacted] was contacted. They were authorized to replace the coil and the coil was ordered and installed.
 
HBRWC apologizes to [redacted] for the experience he has had concerning the delay to his claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:I never received a response back in regards to complaint #[redacted]. The breakdown in was provided included a deduction of my 75.00 fee this amount was also paid to the plumber at the time of inspection. I am requesting a refund of the 75.00
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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on the 3/1/16 to 2/28/17 Agreement. Mr. [redacted] placed a claim for the pool heater and the heater was replaced at a cost of $908.53. The Agreement has a $1000 maximum per contract period. There was $91.47 remaining on the maximum. On November 23, 2016, Mr. [redacted] reported “online” the pump would not turn on. On December 7, 2016, the independent contractor, [redacted] found the circulation pump motor had seized and the pump needs to be replaced. The cost to replace the pump exceeded the $91.47 remaining maximum by $849.28 (out of pocket for Mr. [redacted]). The representative called Mr. [redacted] and received a voice mail. A message was left with the remaining maximum of $91.47 and the $849.28 out of pocket costs. Mr. [redacted] did not return our phone call to accept the out of pocket cost. On January 16, 2017, the contractor contacted us again to see if Mr. [redacted] has accepted the out of pocket costs. Another call was placed to Mr. [redacted] and a voice mail was received. A voice message was left again regarding the out of pocket costs.
 
There was no further contact with Mr. [redacted] until his renewal of March 1, 2017 when he filed a new claim “online” March 2, 2017 for the pump. The $1000 maximum is set again for this new contract, however since the pump failed last contract period, it would not be eligible under the new contract of 3/1/17 to 2/28/18. The failure of the pump occurred in the prior contract period where there was only $91.47 remaining on the maximum. The pump is pre-existing to this new agreement. On January 30, 2017, a lead contacted Mr. [redacted] and explained this to him. After this notice was received, a call was placed to [redacted] to question the condition of the pump and if they were able to get it up and running as Mr. [redacted] stated. [redacted] advised the pump was seized and you would not be able to get it running without tearing it apart. They did not get the pump running. If Mr. [redacted] has information contrary to what [redacted] has stated, we would request he send it to [redacted] for further review.
 
HBRWC apologizes to Mr. [redacted] for any experience he may have had concerning the customer service. We do take these matters seriously. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
 
In Mr. [redacted]’s desired settlement, he requested his pool fixed/pump replaced. We regret that we could not be of further assistance in this regard. Mr. [redacted] still has the option of taking a cash buyout for the $91.47 remaining maximum to put toward a new pump. We ask him to contact us if he would like this option.
 
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.
To the Office of the President,Home Buyers Resale Warranty CorporationI like to first thank the Office of the President at Home Buyers Resale Warranty Corporation (HBRWC) for your promptness in responding to this claim.  I completely, understand the nature in which you are addressing your concerns that you are not liable for failure to provide timely service due to conditions beyond your control.   What should always be in our control is the professional service we provide our customers.  It was brought to my attention that the delay in parts was not the only reason behind the delay in service.  You mentioned in your reply that the panels were ordered today July 14, 2016.  What I hear you saying is that now that you have ordered the panel, it’s out of your control as to when and if I get the panel.  With all respect, it should never be out of any business control that provides service to its customers until the actual product is provided and installed. My question is who is now responsible for delivering the panel and who do I contact if the panel is not delivered?In spite, of the setbacks and delays in service and etc., I truly appreciate the final outcome in which 2-10 Home Warranty redeemed itself by taking ownership of its mistakes and making things right.   I applause the management team on how they utilized their professional skill set to come up with a win-win solution to a complicated situation.  Once again, thank you. Sincerely,[redacted]   
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the additional response submitted by [redacted].  Thank you for the opportunity to review and respond. A representative of this department spoke with Mrs. [redacted]. We discussed the possibility that the leak in the kitchen is not coming from the window but from the roof. Even though the Agreement has expired, HBRWC offered 2 options to Mrs. [redacted]. Option 1, we can send out the independent contractor Village Roofing again (service fee waived) to diagnose the kitchen leak. If the contractor states it is still a caulking issue around the window, it will remain not eligible. Option 2, as a gesture of goodwill, we will reimburse the $60 service fee and consider this matter closed. We are presently waiting for her reply. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/16) */
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 [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate that on June 22, 2015 the independent service contractor replaced a condensing coil and the air conditioning system was operational. HBRWC elected to replace this coil rather than the entire unit per section B-1 of the Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
We would note that one of the primary reasons why it was determined to proceed with the condensing coil rather than the entire condensing unit is that replacing the whole unit would have caused [redacted] to incur high non-covered costs. In the state of [redacted] replacing the outdoor unit would require that the indoor air handler also be replaced. Per the 'More Info to Know' section of [redacted]'s Agreement, costs associated with replacing non-failed equipment in order to bring a unit up to state or federal requirements is not eligible for coverage. This would have created a very high cost in out of pocket expenses.
We do acknowledge that the part ETA did change from the estimate that HBRWC was initially told by the manufacturer. We apologize for this delay. At the same time, we would note that per section B-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."
We regret we will not be refunding [redacted] for the cost of the Agreement, the $75 service fee, or the $4400 that she is requesting. Per section F of her Agreement, we will only offer a full reimbursement of the Agreement's cost if it is cancelled within the first 30 days of the service period. Similarly, we are not liable for compensation to [redacted], since section B-5 states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
We apologize that we are not able to be of further assistance with this matter. We would like to thank [redacted] for bringing this to our attention as we do take these matters seriously. 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 [redacted]. We have located   [redacted]’s Limited Home service Agreement (“Agreement”) and applicable air conditioning claim....

Thank you for the opportunity to review and respond.   Our records indicate on June 4, 2016,   [redacted] reported his air conditioner would not turn on. The independent contractor reported a Freon leak in the condensing unit and the compressor leaking oil. It was decided to replace the condensing unit. There was no failure to the evaporator coil. The evaporator coil would not be compatible with the new 14 seer condensing unit.  [redacted] had purchased the additional coverage that pays up to a $1000 for upgrades and government regulations. After receiving this notice, there was a review of the non-covered charges and determined some of the out of pocket charges could be considered upgrades and we errored on the side of [redacted]. A representative called [redacted] and went through what could potentially be considered upgrades and some additional items were covered under the addition $1000 coverage. [redacted] was reimbursed $558. The call was pulled between [redacted] and the Sales representative to clarify the conversation. It is not HBRWC policy to release the recorded statements. Management listened to the recording. The sales representative explained the limitation of the $1000 for the HVAC option to [redacted]. There was no mention of zero out of pocket expenses.   If [redacted] misunderstood the sales representative or felt mislead. We do apologize. As stated at the beginning of the Terms and Conditions of the Agreement “To keep the cost of this Home Warranty Service Agreement (Agreement) affordable, we cannot cover everything.” We do value his business and we look forward to serving his future warranty needs     Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the 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 this not a plumbing issue and not eligible for coverage. There must be a leak or break in the line for the claim to be eligible. Our records show the reimbursement of the service fee of $100 was processed on October 13, 2016. If Mrs. [redacted] has not received this check by now. We ask she call the accounting department at ###-###-####.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect September 21, 2017 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on the morning of September 24, 2017 Ms. [redacted] reported online she moved in on 9/21/17 and had hot water through 9/23/17; this morning no hot water. The independent contractor, [redacted] Plumbing was dispatched and reported “the unit was not coming on; he was able to get it back up and running. It is leaking internally because there are water rust stains coming from the top and down the sides. The water heater could have been leaking for at least a few months.”
 
The claim was reviewed due to the claim was called in 3 days after the Agreement’s effective date with evidence of rust. It takes much longer than 3 days for rust build up. It was determined the water heater rust could not have occurred within the time the Agreement has been in effect. There was enough evidence to determine the water heater was not in good working order at the beginning of the Service Agreement and the claim was denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement.” Ms. [redacted] disputed the denial as there is no active leak. The representative contacted [redacted] to confirm. The technician stated there is not an active leak.  It is rusted up and the unit cannot be repaired due to rust from a previous leak.  There is rust all up and down the outside of the unit along with the interior.
 
The inspection report was received. Under Plumbing 5.K; “Water heater is old, with rust stains indicating leaks; replacement is recommended.” This is also indicative of a long-term problem with the water heater. The claim remains denied as the water heater was not in good working order on the effective date of the Agreement. The inspector recommended the water heater be replaced but the inspector’s recommendation was disregarded. The home inspection disclosed to the homebuyers the recommendation to replace and they could have perhaps required the sellers to replace the water heater.
 
We regret that we cannot be of further assistance in this regard. 2-10 HBW has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.
 
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]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on February 18, 2018, Mr. [redacted] requested service for his dishwasher as it is leaking. The independent contractor, Appliance Guys was dispatched and reported the dishwasher is leaking from the spray arm, seal on fan and door gasket. The upper spray arm is shooting water directly at door due to small split in plastic. Fan gasket is allowing water to drain in to fan motor making unit not dry properly. Tub gasket is warped on one side allowing larger leak on left side of unit.
 
The contractor was authorized to repair the dishwasher and the parts were ordered. Then on March 9, we were notified that the dishwasher was, again having issues. Appliance Guys were sent back to the home. The technician reported that the door seal unit is still leaking because the stainless steel tub inside the dishwasher is warped causing it not to line up with the seal to keep water from leaking. Mr. [redacted] got his own opinion who advised it is the sump pump leaking and the door is not leaking. 2-10 HBW dispatched Sears. Sears advised that the customer is using too much soap. At this time, there are 3 different diagnostics. On April 10, to settle this matter, a representative did offer Mr. [redacted] our cost of $215 to replace the pump. Mr. [redacted] first, wanted to try not to use soap for a few days. There was no further update from Mr. [redacted] until this notice was received.
 
Our appliance expert has reviewed the diagnostics from all contractors: “The unit may very well be leaking from the pump. This can occur when using too much soap or the wrong kind of soap (dish soap). The soap will eat away at seals in the pump section as not all water actually get pumped out of the sump portion of the pump and motor. If dish soap is used, it will suds up copiously and the suds will push out of every crack/crevice it can find and make unit look like it is leaking.” Our suppliers cost of the pump is $146.80. It is beyond our expert as to why Mr. [redacted]’s contractor is charging so much. We have 3 different opinions. If we move forward with the replacement of the pump and find it is the tub that is warped, the repair would have been for nothing. With this said, 2-10 HBW has offered the [redacted]’s a comparable unit or the equivalent buyout.
 
2-10 HBW would like to apologize for the inconvenience and delay Mr. [redacted] has experienced. It is not very often, we get 3 completely different professional opinions. We value Mr. [redacted]’s business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect January 3, 2018. Thank you for the opportunity...

to review and respond.
 
If Mr. [redacted] would please refer to his Agreement. On the first page, he will see the print date of the Agreement as 1/18/18. The Agreements are mailed out between one to two days after the printing of the Agreement. He should have received his Agreement within the first 30 days. We do apologize if the postal service did not deliver it in time. It is also not our responsibility that Mr. [redacted] was not told that the seller purchased the Agreement for him. If he was told, he could have requested an electronic copy of the Agreement.
 
We regret that we cannot be of further assistance in this regard, as it is past the first 30 days from the effective date of the Agreement to add optional coverage.
 
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 [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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
At the time of the requested service, the dispatched department was not able to locate a plumbing contractor to service Mr. [redacted]’s water heater. The guidelines for using a contractor out of our network were emailed to Mr. [redacted]. We do regret that on occasion, 2-10 HBW will not have an approved network contractor to service an area in a particular trade. 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, but they must call us for authorization prior to performing service." Mr. [redacted] did find a contractor, however his cost was extreme, even at retail cost. Mr. [redacted] then located another contractor that was reasonable. This contractor was approved to replace the water heater. The only out of pocket expense for Mr. [redacted] was his service fee. Contractors out of our network prefer to be paid by the homeowner rather than going through the warranty company, therefore we request a homeowner pay upfront. Mr. [redacted]’s did have a snaking claim on May 22, 2017, where we did receive the invoice for $335 and we paid the full amount of the invoice less his service fee. The check was issued on June 16, 2017. If Mr. [redacted] did not receive this refund, we ask he call accounting at 1-866-231-0219 and reference his work order [redacted]. These are the only 2 claims 2-10 HBW had receive a diagnosis on. If Mr. [redacted] had any other claims, there would be no compensation as work was done without our prior approval.
 
We apologize to Mr. [redacted] that she did not receive the quality service that he expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. His feedback allows our company to serve our customers better. We will have his concerns including the lengthy hold time he reported with purchasing.
 
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 [redacted]’ Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the...

opportunity to review and respond.   We sincerely apologize for the inconvenience that [redacted]’ experienced as a result of the ongoing failures to her heat pump.  Per our records, five claims have been placed since she first became a customer with us in 2013 and that multiple visits have been required.  As such, [redacted]’ is correct that this system has major failures and that repairs have not helped to correct these failures.  While HBRWC does opt for repairs over replacement when the repairs are feasible, we do agree with [redacted]’ that her system should be replaced to prevent any more recurring issues.   HBRWC acknowledges that per the report that part of the cause of these issues is that the system was not installed/repaired by contractors who were at the property for previous visits.  We do take this matter very seriously, and apologize.  HBRWC strives to provide professional, high quality contractors and it is completely unacceptable that a contractor our company dispatched would have not installed items correctly.  For this reason, we are actively reviewing the contractors in question internally so we may take the appropriate corrective action.   In the meantime, [redacted]’ has agreed to allow the service contractor Four Seasons HVAC to the property so we may have the system replaced by this contractor.  We will be paying all costs associated with this repair, including items that would be considered the customer’s responsibility under the Agreement due to the circumstances.   At this time, [redacted]’ has been updated via telephone about the course of action that is being taken.  We will continue to speak with [redacted] as new information becomes available, and specifically, once we are able to authorize Four Seasons for the replacement.  We appreciate [redacted] bringing this to our attention since we do take these matters very seriously and would again like to apologize for the inconvenience that this matter has caused her.   Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here...

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 Dr. [redacted]. We have located Dr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
2-10 HBW is open on weekends. As explained in the Agreement under; How do I request service? “Contact us at 2-10.com/homeowner or 800.775.4736, 24 hours a day, 7 days a week to place a service request.”
 
If Dr. [redacted] would please also reference her Agreement. 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.” This information is not in fine print. Additionally, in section A.1 of the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-authorize service by an independent service contractor. This is a strict policy that 2-10 HBW has always followed. As such, Dr. [redacted]’s snaking claim is not eligible for coverage and no payment will be made.
 
We regret that we cannot be of further assistance in this regard. 2-10 HBW has honored their obligations as specified in the terms and conditions of the Service Agreement. 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

We are sorry we are unable to find coverage Mr. [redacted] refrigerator claim.We have researched the claim.  The information provided to us was the outlet the refrigerator was plugged into failed, not the refrigerator.  In turn the refrigerator stopped cooling and the food inside the unit...

became rotten.  Based on the information provided to us, is the unit was cleaned out and cooling but it still had a smell from the rotten food.  We are empathetic with Mr. [redacted]'s situation but we are not responsible for food spoilage or for consequential damage caused by the food spoilage.  Now there was mention of a bad outlet, we can provide coverage for the cost to repair the outlet, if Mr. [redacted] would like to provide us a receipt.  He can send that to [redacted]. Should Mr. [redacted] have additional information to provide us, such as a failure to the refrigerator from a contractor estimate/diagnosis we will re-open the claim and review.