2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr***We have located Mr [redacted] Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on February 26, Mr [redacted] reported his refrigerator is not coolingThe independent contractor, [redacted] was dispatchedOn February 28, *** declined the dispatch as they do not work on [redacted] refrigeratorsThe independent contractor [redacted] was sent the dispatchOn March 3, Mr [redacted] called in and advised that the contractor could not make it out for days so he fixed the refrigerator himselfHe advised that we would like his dishwasher looked at so he will keep the appointmentPort City has a scheduled appointment with Mr [redacted] for March Concerning contractor availability in Mr [redacted] service area for appliancesWe do regret that on occasion, 2-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 mannerWe do apologize for this inconvenienceThe service fees are paid directly to the independent contractor for their travel and diagnostic timeThe service fees are kept by the contractor and not transferred to 2-HBWWe regret we will not waive or refund the service fee Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the [redacted] at [redacted] Corporation (" [redacted] ***") is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***'s Limited [redacted] Service Agreement ("Agreement") and applicable claimThank 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 processOur records indicate on November 5, 2015, [redacted] reported there was a leak below the bathroom sink causing the ceiling below to fall away and she heard dripping after the sink was turned offThe independent service contractor [redacted] (" [redacted] ") was dispatched to the property to evaluate the claim further On November 6, [redacted] cut a 12"x12" hole in the ceiling and found the shower strainer was the source of the leakIn order to complete repairs, feet of pipe would also need to be replaced [redacted] regrets that strainers are specifically listed excluded under the [redacted] Trade Section located on page of the agreementIn addition, per the Terms & Conditions section B is states"When it is necessary to open walls, floors or ceilings to perform a covered service, we will restore surfaces to a rough finish only." Since the strainer was not a covered service, restoring the drywall hole was not eligible for coverageAs a gesture of goodwill, [redacted] offered [redacted] $to put toward the repair of the drywall In her complaint, Ms [redacted] stated that "the leak was fixed without replacing the strainer"Since the failure was not eligible for coverage, [redacted] has no knowledge of any repairs that may or may not have been made outside of our company and the coverage set forth in the AgreementA representative of [redacted] has reached out two call the customer to request information, however, we regret that the telephone number on file ( [redacted] ) states that the voicemail box is full and cannot accept new messages [redacted] does take [redacted] ***' concerns seriously and would like to discuss this further with herself or any contractor that she obtainedWe request that she contact or company by calling [redacted] and asking to speak with [redacted] While her claim is not eligible per the information currently available, [redacted] is happy to review any new information which may affect this decision [redacted] would again like to apologize for any inconvenience [redacted] may have experiencedWe would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriouslyWe look forward to serving her future [redacted] needs Sincerely [redacted] Office of the [redacted] Home [redacted] Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on December 26, 2017, Mrs [redacted] reported online, her stove is not turning onThe independent contractor, ALS was dispatched and reported the terminal block shorted out2-HBW’s cost for the block is $plus the contractor’s labor is $less Mrs [redacted] $service fee, comes to $ALS was approved to do the work and the part was orderedOn January 2, 2018, Mrs [redacted] called in requesting reimbursement for the new stove she just boughtThe representative offered the $as a cash buyout and she accepted 2-HBW will not replace a stove when only one minor component needs to be replacedIt is the policy of warranty companies to perform a repair when one is possibleThis type of repair is customary and reliable, and we will guarantee the work for the full term of the AgreementThis process is also specified in the Agreement under the Terms & Conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” As such, we regret, we are unable to reimburse any additional amount toward the new stove We do apologize for any frustration or inconvenience that Mrs [redacted] may have experienced during the claims handling process Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Revdex.com Case # XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted] 's inquiryThank you for the opportunity to review and respond Our records indicate that [redacted] put in a service request for his air conditioner on July 6, HBRWC dispatched the request to [redacted] & [redacted] reported the unit was void of Freon from the accumulator leaking which also caused the compressor to failThe HBRWC representative who obtained the diagnosis from the service contractor had not verified the effective date of [redacted] 's Limited Home Service Agreement ("Agreement")HBRWC has addressed this and coached the representative internally The service request was then sent to our Purchasing Department to do a cost comparison between repairs versus replacement of the unitIt was deemed more cost effective to replace the system as [redacted] requested; however, it was at this time the service request was reviewed more thoroughly and the effective date of the Agreement was observedThe extent of the failures take considerable amount of time to develop and the service request was denied as the failures existed prior to the effective datePursuant to the Terms and Conditions #of the Agreement, it states: "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service periodCoverage 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 testA visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated." [redacted] disputed the denial directly with HBRWC and provided his home inspection to reviewIt was at this time that his claim was reviewed again by our executive management teamHBRWC deemed the system was eligible for coverage [redacted] was given the option to replace his unit through HBRWC or accept cash in lieu of replacement [redacted] chose to accept the cash amount of $as he wanted to upgrade his system HBRWC respectfully requests the Revdex.com close this case as we have already reached [redacted] 's desired resolutionWe thank [redacted] for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

The Office of the President at Home Buyers Resale Warranty Corporation (“2-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 claimThank you for the opportunity to review and respond Our records indicate on October 10, 2017, [redacted] reported his refrigerator is still leaking and it has not been fixed since the last contractor came outThe representative waived the service fee and dispatched [redacted] The technician reported the ice maker door solenoid is shorted, ice door flap and spring are brokenThe only time ice maker and water dispensers are eligible for coverage is when the Supreme Protection option is purchasedAs stated in the Agreement under Kitchen Appliances; “Supreme Protection (OPTIONAL COVERAGE) Kitchen Refrigerator: ice maker, ice crusher, beverage dispenser and their respective equipment”This option was not purchased [redacted] was advised that the ice maker is not eligible for coverage [redacted] paid [redacted] directly to complete the ice maker repairs Then on November 22, 2017, [redacted] called and stated that is refrigerator is not cooling or freezing [redacted] could not make it out until November 29, to warranty their workA representative of this department called [redacted] and explained that his Agreement, as it is now has a dollar limit set forth for all kitchen appliances of $ The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances - $per appliance Purchase of the Deluxe Appliance Coverage option removes this limitation" This option was not purchasedThe representative offered the $as a buyout to put toward his new refrigerator and [redacted] acceptedThe agreement does not cover for compensation as stated in the Terms & Conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” --- We do empathize how frustrating it can be with a malfunctioning refrigerator2-HBW apologizes for this inconveniencesHis feedback allows our company to serve our customers betterWe value his business and we look forward to serving his future warranty needs Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on October 11, 2016, [redacted] reported the furnace will not turn onThe independent contractor [redacted] was dispatched to the home and found the furnace was working properly but the t-stat had failedThe contractor was authorized to replace the T-stat [redacted] continued to have issues and [redacted] was recalled back to the homeThis time they reported the heat exchanger was cracked and all rusted and there was evidence of flame roll outA furnace will develop hair line cracks in the metal, due to the expansion and contraction from the constant heating and cooling of the metalOver time this expansion and contraction cause’s metal fatigueWhen the metal is fatigued it will eventually develop a hair line crack in itWhen a furnace is not in use, the heat exchanger does not develop cracksThe crack along with the flame roll outIt is evident that the heat exchanger crack would have occurred prior to the warranty going into effectMost likely, last heating season or beforeThe claim was denied per the Agreement under the Terms & Conditions “are in place and in good and safe working order at the beginning of the Service AgreementCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test.” A reprehensive of this department contacted [redacted] and agreed that our contractor on the first visit should have found these failures on the first visitAlso [redacted] did explain that the flame roll out had just started after our contractor diagnosedDue to the conflicting information, it was decided to reimburse [redacted] for the cost she paid to replace the heat exchanger [redacted] agreed to this offerThis matter has been resolved satisfactory with both parties 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 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 conditioner claimThank 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 processOur records indicate on May 26, 2016, [redacted] reported the air conditioner was not blowing cold airIndependent service contractor, Baptist Heating & Air was dispatched to the home and found the compressor was shorted to ground and the outdoor condensing coil was leakingThere were no leaks found on the indoor evaporator coilUnder the Terms & Conditions; “We provide service for covered systems and/or appliances: which do not operate correctly due to wear and tear;” Therefore the evaporator coil was not eligible for coverageThe contractor recommended replacing the outdoor condensing unitUnfortunately, seer equipment is being phased out and being replaced with R410a seer condensing unitsThere are very few seer condensing units remainingWe were no longer able to get one in the customer’s areaOur only option was to upgrade the [redacted] condensing unit to an R410a seersThe evaporator coil is not compatible with the seer condensing unit and it was explained the cost to replace the evaporator coil would be out of pocket for the [redacted] The [redacted] disagreed and believed the evaporator coil should be eligible as they statedWe are understanding of the [redacted] situationAs a resolution and not an admission of liability, HBRWC felt it appropriate to pick up the cost of the coilA representative of this department called and spoke to [redacted] and he agreed to this We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties We again thank the [redacted] for bringing these matters to our attention as we do take them very seriouslyWe value their business and look forward to servicing their 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 claimThank you for the opportunity to review and respond Our records indicate HBRWC has approved the contractor to replace [redacted] ’s air conditioner with an R410a, seer system We acknowledge that there were opportunities to provide [redacted] with better service and some of the delays that occurred were preventableOur records indicate the multiple contractors at the home caused a good deal of miscommunicationWhen there is a heat wave in an area, the independent contractors also experience an unusually high volume of dispatches and are not able to provide information in the time allotted We regret that we will not be offering any compensation towards [redacted] ’s utility billThis is a Limited Service Agreement which is intended to cover breakdowns of specific items due to wear and tear onlyThe Agreement does not provide for any type of financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage.” We apologize to [redacted] that he did not receive the quality service that is expectedWe thank him for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because:There is not rust on my water heaterI was told my claim was denied because of lapse of coverage time before I renewed the agreementWhen I called the company to inquire how claims work, I even asked for advise, that in the event the water heater did need to be replaced would I need additional coverage for replacement? I was told no, that my agreement covered replacement if that was what was neededI was told that all cases are treated differently some homeowners may have out of pocket expense and some is full coverage, based on the diagnosisI was never offered any options for repair or replacement and told to get a second opinion from contractor of my choice at my expensePlease see pictures attachedThere is no rust on my water heater Sincerely, [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-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 claimThank you for the opportunity to review and respond Our records indicate on June 21, 2017, [redacted] reported “online” a refrigerator claim that one side is not coolingThe independent contractor, [redacted] was dispatched to the propertyOn June 22, 2017, [redacted] reported “online” “This is a beverage cooler (wine cooler) and not the main refrigeratorIt is not covered, customer will have repaired.” Per the Agreement under the Terms & Conditions; A-“is specified as “covered” under Eligible EquipmentIf a system or item is not specified as “covered,” then it is not eligible for service;” The beverage cooler/wine cooler is not listed as covered, therefore it is not a covered item [redacted] was explained that her wine cooler was not covered under the AgreementA representative of this department called [redacted] The office personal advice the customer requested they repair the wine cooler even though it is not covered under the AgreementThey also have made contact with [redacted] and they will be returning the board All of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWTo be clear, the Agreement between [redacted] and [redacted] to repair the beverage cooler was without our knowledge or directionAny dispute [redacted] has, would be with the Independent contractor, [redacted] and not 2-HBWWhen the insurance is given out, it is taken from the contractor’s Certificate of InsuranceThis information is normally the agency where you request to make a claim against the contractors insurance We do apologize that we will not be replacing the beverage cooler or reimbursing the service fee as we are not liable for such expenses Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Just want a credit in the amount of deductible which is $for the bill that I will be gettingSince they didn't complete the necessary work and I had to pay $to fix the ac from a second company who knew the problem w the ac2-made no attempts to apologize for their terrible repair person and no attempt to rectify the problem

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 Jeremy Spark’s Limited Home service Agreement (“Agreement”) that became effective June 1, and applicable toilet tank claim that was placed June 17, Thank you for the opportunity to review and respond Our records indicate on June 17, 2016, [redacted] reported toilets do not flush properlyIndependent service contractor, Plumb Right Services was dispatched to the home and found calcium build up and the technician tried to break out the calcium build up [redacted] was having the same issue and Plumb Right Services reported, due to the amount of calcium build up, the toilets need to be replacedThe Agreement does cover for calcium build upHowever, it takes a long time for calcium to build up and due to the amount of buildup, this issue would have been going on longer than the warranty effective date of June 1, Pursuant to the Agreement under the Terms & Conditions “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period.” A representative of this department contacted [redacted] to discuss this matter furtherAs a gesture of goodwill, [redacted] has been refunded his service fee HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on December 30, 2016, [redacted] reported her touch pad, display not working and the microwave will come on by itself and will not turn offThe independent contractor, [redacted] was dispatched to the property to evaluate the claim furtherThe service fee is due when the contractor arrives [redacted] would not accept a credit card paymentThis caused a delay in gathering the diagnoses from themOn January 12, 2017, a floor support supervisor did call [redacted] to address her concerns including the service fee paymentThe supervisor and [redacted] agreed to cancel American and dispatch a different contractor, [redacted] Dispatching a different contractor does start the process all over againLater that afternoon, American did call in and reported the microwave needs a control board On January 17, 2017, [redacted] reported the control board has shorted and needs to be replaced and the board was orderedOn February 2, [redacted] was contracted to check on the statusThe office manager reported they have received the part and they have placed two calls to [redacted] to schedule installThe representative also called [redacted] and left a voice message to contact the contractor to schedule for the installOn September 9, [redacted] called stating she has not heard from the contractor since February The representative called [redacted] and it was confirmed there was an install date for February between 8-12pmOn February 14, [redacted] called advised the light and fan above is not fixed and the contractor had also broken the glass doorThe representative refunded the service feeOn March 3, 2017, a representative called the contractorIt was reported that they were not able to keep their last appointment due to the technician was involved in a car accidentThey rescheduled with [redacted] for afterhours repair due to thisIt was also asked about the door glass and was told that they are aware of this and it will be addressedThe appointment was kept but found that they had to order additional partsAnother appointment was set but then was canceledThe contractor was called and reported that the technician had a family medical emergency and had to leave the stateThe office manager advised she could have sent a different technician but [redacted] only wanted this one technician to service her microwaveThe contractors work order was canceled and [redacted] was offered a replacement buyout which she has accepted and found this satisfactory We do apologize for any inconvenience and delays caused by the contractors assisting with [redacted] ’s serviceWe 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 Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond The expansion tank is not eligible for coverage under the Agreement, which state in the Terms & Conditions “are specified as “included” in the trade sections on pages 3, and If a system or item is not specified as “included” then it is not eligible for service”This means since the expansion tank is not listed as a covered item, it is not eligible for coverage To clarify, the only time an expansion tank would be covered (assuming the customer has the code coverage); if the water heater has to be replaced and it is a code requirement to ADD an expansion tank to pass inspectionHBRWC would pick up the cost up to $to add an expansion tankThe present expansion tank is not a code issue but a failure to an item that is not listed as covered under the Agreement HBRWC would like to apologize for any inconvenience Mrs [redacted] may have experienced We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe 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] Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 1, 2016, [redacted] reported several different issues, a pipe leaking, a kitchen faucet issue, a continuous drip in the bathroom, leaking toilet tank, a shower arm broken in pieces and his sprinkler system valvesThe Independent contractor [redacted] Plumbing was to make the repairsThe contractor reported he completed the repairs to the toilet tank and replaced ball valves, one inside the home and one outsideOn minor plumbing claims, the contractor bills out online after the work is completeHBRWC was under the impression the work was completeA call was placed to [redacted] He explained the only repair was to the toiletThe contractor did no other work even though he reported this to usHBRWC has agreed to [redacted] desired settlementThe contractor has been sent to our contractor relations department to investigate and address them HBRWC also apologizes to [redacted] for the experience he has had concerning his time getting through to the customer service department and no return phone callWhen there is a heat wave, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers 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 claimThank you for the opportunity to review and respond Our records indicate on June 17, 2017, [redacted] reported online his air conditioner is not coolingThe independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner furtherOn June 26, 2017, [redacted] reported the compressor and the condensing fan motor had shortedThe contractor was authorized to replace the HBRWC supplied partsThere were $in out of pocket costs for [redacted] , modifications to the line set to accommodate the new compressor and electrical modificationsThese items are not eligible for coverage per the Agreement under the Terms & Conditions; B-“When replacing a 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, brand or color”B-“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 or carpentry needed because of different dimensions.” [redacted] accepted the $out of pocket chargesThe parts were ordered and were shipped to [redacted] s shop On July 3, 2017, [redacted] called in requesting status and she was advised the parts were ordered Thursday, June 29, and it normally takes 3-business days for a contractor to receive a ship to shop orderOn June 5, 2017, [redacted] called in requesting an ETA on the parts as he had spoken to [redacted] and they have not received the partsThe representative called [redacted] and confirmed they had not received the partsAt this time, [redacted] told the representative they do not have parts shipped to their shop but will call for pick up at a local branchThe parts were immediately reorderedThe new ETA for parts pickup is July 11, HBRWC was not aware that the contractor did not accept orders at the shop [redacted] could have informed us of this when the order was placedAs stated under the Terms & Conditions: B-“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.” Due to the issue with the order of the parts, it was decided to move forward with a new seer R410a condensing unit which is available locally for [redacted] to pick upHBRWC has decided to pick up $of the out of pocket costs instead of any temporary cooling that was offeredThis amount has been added to [redacted] ’s authorizationWe hope [redacted] finds this satisfactory Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond [redacted] placed a Lock re-key service where 2-HBW will dispatch a locksmith to re-key up to key holesOur pricing Agreement with the network contractors is $for this service [redacted] service fee is $The locksmith should have billed 2-HBW for the additional $over the service fee but instead, collected $from [redacted] ***A check for $has been processedIt will take approximately to business days to receive the check We would like to apologize for any inconvenience [redacted] has experienced2-HBW is committed to providing superior home warranty protection and customer serviceWe value his business and we look forward to serving his future warranty needs 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”)Thank you for the opportunity to review and respond Our records indicate Mr [redacted] Agreement went into effect August 7, On September 10, 2016, he requested a hard copy of the AgreementOur records show it was mailed on September 12, We do apologize he had not received itHis cancelation request for the Agreement was received by our accounting department on October 17, and under review due to it is over the day guarantee refund periodMr [redacted] will receive his full refund of the AgreementWe request he wait approximately business days to receive the checkIf he does not receive the check in that time, we request he please call the accounting department at ###-###-####HBRWC would like to apologize for any inconvenience Mr [redacted] has experienced Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 6, 2015/07/30) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that on July 15, the independent service contractor [redacted] reported that the air conditioning system's compressor had failed and would need to be replacedThis compressor was ordered, however there was a brief delay while the part was shipped to the contractor for a supply houseSince the compressor was not available at the local supply house, it did have to be transferred in We apologize for any inconvenience this may have causedAt the same time, we would note that section E-of [redacted] 's Agreement states, "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." Since [redacted] expressed concern with this delay that was beyond HBRWC's control, we did also offer a secondary option of accepting cash in lieu of repairsThis offer was made pursuant to section D-2b of the Agreement: "We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instance, and you are under no obligation to accept such an offer, which may be in the event one has been extendedSuch offers are typically made subject to restrictions." Ms [redacted] determined that she would prefer to wait for the part to arriveThe repairs were then completed on July 27, 2015, two days after the equipment was delivered to the contractorAs such, the air conditioning system is now operational Per [redacted] 's initial complaint, she would like to know the model and serial number of her outdoor unitThis unit is a Goodman with a model of CRT60-and a serial number XXXXXSOur records show that this is the first request [redacted] made for the model and serial informationWe do show that she requested a tracking number for the part, which was provided to her within one day of receiving the request We apologize again for any inconvenience that [redacted] may have experiencedHBRWC strives to provide fast, reliable serviceWith this said, sometimes immediate service is not possible due to delays in equipmentWe appreciate [redacted] bringing this to our attention so we may evaluate the matter furtherWe look forward to serving her future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Complaint: I am rejecting this response because: As you can read from their statement This warranty work was started by them in Mid march and after they had their contractor come out multiple times and replace different parts on the freezer the freezer still did not work I did receive a call in mid April to tell me that this was not covered I think that it is unfair to start a work and replace stuff and still have the freezer not work and then be told that it is not coveredMy family and I have been without a freezer for greater then months because of this poor costumer service and their lack of communicationIf they were not going to cover the freezer then I should have been told a lot sooner Since they are involved in replacing the parts, I believe as a business they need to complete the job instead of saying that it was originally not covered so we are abandoning you after a month of their contractors coming out This is inappropriate and not fair as a consumer Sincerely, [redacted] ***