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 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 November 16, 2016, Mrs. [redacted] reported her heat pump was making an unusual noise. The independent contractor, [redacted] was dispatched and reported that there is a duct muffler that is corroded and leaking and needs to be replaced. The technician tried to use leak seal but it did not hold because the hole was too big. The contactor concluded that there was no reason for this muffler to exist except to mask the noise of a refrigerant leak or a shaky line set inside a duct run. This appeared to be a temporary fix and the claim was determined not eligible for coverage. A muffler does not come with a heat pump when purchased. It is an addition to the heat pump. Per the Terms & Conditions of the Agreement; “We provide service for covered systems and/or appliances: 4. are specified as “included” in the trade sections on pages 3, 4 and 5. If a system or item is not specified as “included” then it is not eligible for service;” The muffler is not listed as covered.
 
A representative of this department is in direct contact with Mrs. [redacted] and has agreed to move forward with the repairs. It has been confirmed that the repairs have been completed.
 
HBRWC would like to apologize for the inconvenience Mrs. [redacted] may have experienced. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by 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 Mrs. [redacted] did have an Agreement with 2-10 HBW last year which expired on December 5, 2017. It was not until February 20, 2018, when Mrs. [redacted] signed up for a new Agreement. Our records indicate. On February 21, 2018, the day after the Agreement went into effect, Mrs. [redacted] placed 2 air conditioning claims. On unit 1, the independent contractor found the system was void of refrigerant due to a leak in the evaporator coil. The independent contractor found unit 2, to be low on refrigerant. The technician charged it to the proper level. When a network contractor finds a system just low on charge, they take it upon themselves to add the proper amount of refrigerant. This is an acceptable practice.
 
Our representative assessed that given the amount of refrigerant that had leaked out of unit 1, the system was not in good working order when the Agreement went into effect the day before. Unit 1 was denied based off of the Agreement’s 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.” We regret we will not repair unit 1.
 
We would be disappointed to see Mrs. [redacted] cancel her Agreement. If Mrs. [redacted] is still considering cancelling with 2-10 HBW, she may send a written request to [email protected]. The Agreement would be cancelled as stated in section H of her Agreement, which states: “The Provider is the responsible party for honoring cancellation requests. Such requests must be received in writing. You may cancel this Service Agreement at any time (send your written request to us at [email protected])... If this Service Agreement is canceled within the first 30-days, the owner of the home at the covered address will receive a refund of the purchase price less service costs and unpaid charges.”
 
We apologize to Mrs. [redacted] that she did not receive the quality service that she expected as 2-10 HBW is committed to providing superior home warranty protection and customer service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/30) */
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 Mr. [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 Mr. [redacted] may have experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We acknowledge Mr. [redacted]' complaints regarding the customer service that he received. HBRWC does maintain records of call recordings and also has detailed notes and we will utilize both to review his concerns internally.
Our records indicate that on October 6, 2015 HBRWC offered Mr. [redacted] the option of a replacement dishwasher or our company's cost for that dishwasher and its installation. Mr. [redacted] accepted the $534 cash which was offered. This amount was sent in the form of a check via standard mail to the property address. If Mr. [redacted] has not received the check yet, we request that he contact our company immediately as it should have arrived.
We appreciate Mr. [redacted] bringing his concerns to our attention as we do take these matters seriously. We again would like to apologize for the inconvenience Mr. [redacted] may have experienced. We look forward to serving his 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 claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on June 6, 2016, [redacted] reported his air conditioner was not cooling.
Independent service contractor, [redacted] A/C & Heating was dispatched to the home and reported the compressor was burnt out and the condenser coil is dirty. The contractor was authorized to replace the compressor. He reported online the work was complete. [redacted] was still having issues. Independent contractor Omega Heating and Air was dispatched and reported numerous failures including the compressor had shorted to ground. Since [redacted] just replaced the compressor, they were sent a dispatch to return to the home to warranty their work on the compressor. When [redacted] found out [redacted] was dispatched, she asked to send a different contractor due to the amount of visits with [redacted]. Another contractor accepted the dispatch but [redacted] reported there were numerous no shows with this contractor. This contractor was sent to our contractor relations department to investigate and address.
 
Independent contract Bestway Mechanical was located and sent the dispatched. A representative called Bestway for their diagnostics. They reported that there is no failures found to the air conditioner. The technician’s professional opinion, state that the issue is coming from the zone-controlled system being insufficient. An email was sent to [redacted] and she responded reporting Bestway Mechanical was out and found nothing wrong but it is still not working. Per the Agreement on page 4 under EXCLUDED “all components of zone controlled and energy management systems,” This means zone control systems are not eligible for coverage. In [redacted]’s complaint, she was going to obtain her own contractor. We do take every contractor’s professional opinion very seriously. The out of network contractor guidelines have been emailed to her.
 
HBRWC would like to apologize for any inconvenience [redacted] has experienced.    We value her business and look forward to hearing from her contractor soon.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [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 18, 2017, [redacted] reported his air conditioner will not turn on. The independent contractor, [redacted] and reported on July 28, 2017 that the indoor evaporator coil is leaking in the downstairs unit and the drain pan is rusted out. The contractor was authorized to replace the evaporator coil, however [redacted] did not have the dimension to place the order. On August 8, 2010, [redacted] notified us of the dimensions and the evaporator coil was ordered to be shipped to [redacted]’s shop. On August 9, 2017, we received the ETA of 8/10/17. [redacted] reported online, the installation was completed.
 
We do apologize that the contractor was not able to provide service in the time allotted and did not have the necessary information to order the evaporator coil in a timely manner. When there is a heat wave in an area, the independent contractor’s experience an unusually high volume of calls and do not always respond as quickly as we would like. 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 regards to Mr. Biondi’s request to receive a full refund of his Agreement, We work very hard to prevent situations like this and would be sorry to see him leave the company. The Agreement has been in effect since October 18, 2016 and past our Thirty-Day Guarantee to receive a full refund. If Mr. Biondi is still considering cancelling his Agreement with HBRWC, he may send a written request to [email protected]. The Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requests. Such requests must be received in writing. You may cancel this Service Agreement at any time (send your written request to us at [email protected])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs”.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

We obtained an estimate for the drywall repair and the total was $350. I am supposed to have $100 in the mail from 2-10 and to resolve this claim, $250 would be the remaining portion needing to be paid.

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 October 11, 2017, [redacted] reported his water heater is leaking from the top and he has no hot water. The independent contractor, [redacted] was dispatched to the property and reported the tank ruptured and leaking water everywhere. [redacted] was authorized to replace the water heater and the water heater was ordered. The water heater was ready for the contractor to pick up on October 13, 2017. Anytime reported online “Called the supplier. Supplier has to transfer item from another location and will arrive in on their truck sometime in the afternoon on Monday 10/16/17. Will be scheduling customer for a time on Tuesday morning 10/17/17”
 
We do empathize how frustrating it can be without hot water and hope [redacted] understands that there are some things that are out of our control. We have no control over the supplier when they change the ETA because they were out of stock. This is explained in the Agreement 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.”
 
2-10 HBW apologizes in advance to [redacted] for any experience he may have had concerning rude behavior by our employee. We take these accusations seriously and can assure him that this matter will be investigated internally. We thank him for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service.
 
[redacted]

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. An HBRWC representative contacted [redacted] on January 18, 2016 and she has received her check. We strive to provide the best service possible.  HBRWC values [redacted]’s business and looks forward to servicing 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 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 22, 2017, Mr. [redacted] reported 2 tub and shower valve issues. The independent contractor, [redacted] was dispatched and reported on the first issue; the tub and shower valve handle fell off. The contractor was authorized to make the repair.
 
The second issue was denied. The contractor reported the homeowner was using pliers on the valve to turn the tub on and off. This stripped out the valve and a new handle cannot be applied to make the system work. The pliers made the issue worse and is not eligible pursuant to section B-8 of the Terms & Conditions of the Agreement when it states, "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): misuse or abuse."
 
In Mr. [redacted]’s desired settlement he is requesting his service fee reimbursed, as a goodwill gesture, this has been done. It will take approximately 10 business days to receive the check. He also is requesting the $100 for parts and labor for both valves. I would like to point out that the contractor was approved to repair the first valve. If the contractor has not yet made the repair, Mr. [redacted] can schedule with the technician or he can call in and request a buyout for the first valve. We regret, we are unable to reimburse any amount toward the 2nd valve as it was not eligible for coverage.
 
We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on February 11, [redacted] reported condensation coming from the unit.
Independent service contractor, [redacted] was dispatched to the home and reported online they replaced a rail. On June 24, 2016, Mrs. [redacted] reported when [redacted]’s tech came out last time, she has not been able to close the door all the way. The independent contractor ** [redacted] was dispatched. They had not reported their findings and Mrs. [redacted] would prefer another contractor. On July 27, [redacted] was sent a dispatch. On August 4, 2016, we received an email from [redacted]:
 
“Dear Home Buyers Warranty,  Thank you for contacting [redacted]; we appreciate the opportunity to service our customer. At this time we were unsuccessful in making contact with our customer after two attempts and we were unable to leave a voicemail. We will not be making any additional attempts to this customer. If possible, please provide an alternate phone number to contact our customer and we will be happy to make another attempt.”
 
A supervisor is assigned to this case. He called ** [redacted] and left a voice message. He placed a call to Mrs. [redacted] and discussed her refrigerator claim. There are no parts orders thru HBW at this time (many times the contractor supplies). The supervisor had the contractor relations department contact ** *. They went back out on Wednesday 8/24/16 and found after they replaced the defrost thermostat, the technician realized that the main board needs to be replaced. The Board has been ordered. If Mrs. [redacted] still has any questions after the repair is made, she has the direct contact information with the supervisor she has been working with.
 
We regret that we will not be offering any compensation for the consequential water damage. If she would please refer to her Agreement, Section B-5 which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
 
All of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. If Mrs. [redacted] feels that the independent service contractor, [redacted] caused the door not to close all the way causing the unit to leak, her dispute for the water damage is with them and not HBRWC. This is one of the reason we make sure all of the independent contractors we “contract with on pricing” are licensed and insured.
 
HBRWC apologizes to Mrs. [redacted] for the experience she has had concerning her hold time with the customer service department. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service. We look forward to servicing her future 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 claim. Thank you for the...

opportunity to review and respond.   Our records indicate on May 25, 2016, [redacted] reported her air conditioner is not cooling. There were 2 other contractors out to the home, the first contractor, there was a scheduling conflict. The second contractor diagnosed the evap coil leaking and low on Freon. This contactor declined the work because he does not work on Mortex mobile home air handlers.   A third independent contractor, Bay Mechanical was dispatched to the home and found both the Mortex coil and the outdoor condensing coil have leaks, the system was void of Freon and the wires were fried. It was decided to move forward with full system replacement. The contractor was authorized the labor to install HBRWC supplied equipment. HBRWC ordered the equipment. Bay Mechanical received the equipment but neglected to tell us that the air handler was for a mobile home. Therefore the wrong air handler was ordered. We asked the contractor his cost for the air handler. We found his cost to be excessive, so the air handler information was sent to our parts inquiry department to locate the correct mobile home air handler. Parts inquiry was not able to locate the air handler that the contractor requested and HBRWC authorized the contractor to supply it.   A representative called [redacted] and offered $200 to put toward temporary cooling such as a mobile room unit or window unit. She was instructed to send a copy of the invoice to [redacted]. Bay Mechanical reported the work has been completed.   HBRWC apologizes to [redacted] for the negative experience she had due to the delay of the air handler. 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.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on February 15, 2017, It was reported online numerous lighting/electrical issues throughout the home. The dispatch department was not able to locate any network contractors. We do regret that on occasion, HBRWC 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 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." [redacted] declined and wanted HBRWC to continue searching. On June 22, 2017, the independent contractor, [redacted] accepted the dispatched and has a scheduled appointment for June 30, 2017.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced due to limited network electricians in her area.  We strive to provide fast, friendly and reliable service to all our customers.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/24) */
November 23, 2015
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on November 9, 2015. Thank you for the opportunity to review and...

respond.
We apologize for any frustration or inconvenience Mr. [redacted] may have experienced during the service request handling process. Our records indicate Mr. [redacted] called in to the Direct Sales Department to add the Deluxe Appliance option on August 8, 2015. As specified in Mr. [redacted]'s Limited Home Service Agreement ("Agreement"), each appliance located in the primary kitchen has a specified dollar limit of $400.00 for repairs or replacement.
The purchase of the Deluxe Appliance option removes the dollar limit and is useful in the instance the repair or replacement would exceed the $400.00 limit. This is explained in the Agreement as shown under the Eligible Equipment, Kitchen Appliances, Limitations: "All kitchen appliances are limited to $400 per contract year per appliance. Purchase of the Deluxe Appliance Coverage option removes this limitation."
Comparatively, the Supreme Protection option was not purchased and is unable to be added as the 30-day grace period after the Agreement's effective date of July 16, 2015 has been exceeded. The ice maker is not covered without the Supreme Protection option. After careful review, we regret that we have verified Mr. [redacted] selected Deluxe Appliance instead of Supreme Protection, and that this was not a clerical error on the part of HBRWC. As such, we are unable to honor the request to cover the ice maker.
We thank Mr. [redacted] for his understanding concerning this matter. We do take these matters very seriously and we appreciate him bringing these concerns to our attention so we may review further. While we were not able to offer coverage for the failed icemaker we do look forward to serving any future warranty needs that Mr. [redacted] may have.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The deluxe coverage was the only coverage that was offered to me. The exclusions were not explained, and supreme coverage was not offered, If I had known the difference, I would have opted for the supreme coverage because I know that ice makers and water dispensers are common problems with refrigerators. For these reasons, it is fair and right for your company to cover the ice make repair.
Final Business Response /* (4000, 9, 2015/12/17) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Mr. [redacted]. We would refer Mr. [redacted] to our previous response in which we advised that he did not purchase the coverage necessary for this claim to be eligible. Even if Mr. [redacted] was not aware of the Supreme Protection option at the time of purchase, he had 30 days to add coverage. As such, he had opportunities to review his coverage via our company's website and the copy of the Service Agreement which was mailed to him. We apologize that we are not able to be of further assistance in this matter, however, it has been verified that his claim is not eligible for coverage.
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”) that went into effect June 23, 2016 and applicable washer claim....

Thank you for the opportunity to review and respond.   Our records indicate on June 29, 2016, [redacted] reported the washer does not agitate and smokes when it runs. Independent service contractor, [redacted] Enterprises was dispatched to the home and found the washer motor burnt out, timer burnt out and wiring to both melted. He found that the parts were no longer available.   As [redacted] stated, the optional washer and dryer coverage was not purchased and the claim was denied due to this. The coverage was then added but was added after the claim was made which would make it a pre-existing condition. Under the Terms & Conditions 3. “are in place and in good and safe working order at the beginning of the service period.”   We are understanding of [redacted]’s situation and have agreed that due to the misunderstanding at closing. As a gesture and not an admission of liability, HBWRC has offered [redacted] a replacement washer or replacement buyout. A representative of this department has called her and left a voice message as well as a follow up email with the offer. We value her business and look forward to hearing from her soon.   HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department. This is air conditioning season and with the heat wave throughout the United States, this has created higher wait times in the call center.   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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
We will not replace an entire system when only a couple of components need to be replaced. 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. This process is also 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.”.
 
Our records indicate on June 10, 2017, Ms. [redacted] reported her air conditioner is not blowing cold air and wants her system replaced as it is 19 years old and she does not want another Band-Aid. The independent contractor, [redacted] and reported the only failure is the condensing coil is deteriorated. [redacted] refused to complete the work reporting that the customer is threatening legal action if he does not have the system replaced. July 2016 was the last time Ms. [redacted]’s ac was worked on by HBRWC. The contractor found the system 1 lb. low on refrigerant and the drain line clogged.
 
The independent contractor, [redacted] was dispatched and reported the system was low on refrigerant.  The condensing coil is deteriorated due to dog urine and is leaking where the dog urine is located. Ms. [redacted] was advised that the contractor reported the condensing coil was damaged by animal urinating on it, which makes the unit ineligible for service. This is described in the Agreement under the Terms & Conditions; B-8; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes…pest damage, pet damage,”.
 
Ms. [redacted] disagreed, advising she does not have a dog and the unit is fenced. Mrs. [redacted] advises she has had an independent contractor come to her home and evaluate her ac.  She is going to have him call us with a diagnosis. The representative gave the information for her contractor to call in with his findings. We have also sent her the guidelines for using an out of network contractor. To date, there has been no information received from her contractor. We do take every contractor’s diagnostics serious regardless if there in our network or out of our network. We ask she have her contractor call 1-800-482-4776 for possible reconsideration of coverage.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/08/13) */
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 Mr. [redacted]'s Limited Home Service Agreement ("Agreement")...

and applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that on July 27th, the contractor had initially reported there were two leaks in the water line in the crawl space, due to freezing. The contractor reported that there was black mold present and that the floor was buckling as a result of the leak, indicating that this was an older leak. As Mr. [redacted] stated, this claim was initially denied, since section B-8 of his Agreement states, "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)... freezing".
At Mr. [redacted]'s request, HBRWC agreed to review this denial, as the information that he provided differed from what the service contractor had stated. On July 28, 2015 HBWRC overturned the initial denial and authorized for the service contractor to make access through the drywall and replace the portion of the pipe that was leaking. These repairs were completed on July 30, 2015.
We apologize for any delay that Mr. [redacted] may have experienced while this was under review. We that Mr. [redacted]'s Agreement does not give any guaranteed timeframe for the completion of repairs. Rather, it states, "In cases of emergency, we will expedite service and attempt to initiate service within 24 hours." HBRWC did fulfil this by having a service provider at the home to initiate the service by performing a diagnostic the day after Mr. [redacted] contacted our company to place the claim.
We regret we will not be reimbursing Mr. [redacted]'s service fee at this time, as in the 'Who Pays What?' section of his Agreement it states, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call."
HBRWC would like to thank Mr. [redacted] for bringing this to our attention as we do take these matters seriously. As the repairs have been completed per Mr. [redacted]'s desired resolution, we respectfully request this matter be considered closed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] WASHER HAS BEED RETURNED, WORKED FOR ABOUT A WEEK AND NOW SAME ISSUES ARE REPEATING. NOT DRAINING, SKIPPING THE CYCLE, NOT DOING THE CYCLE ATT ALL ,  ETC.

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted 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. ...

We apologize for any frustration or inconvenience that Ms. [redacted] may be experiencing during the claims handling process.  While HBRWC makes every attempt to provide contractors within our network of preferred service vendors, we regret that this is not always possible.  It is for this reason that Section A-1 of Ms. [redacted]’s Agreement states, “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.” As such, the Agreement does advise that HBRWC may request a customer find their own contractor if one is not available.  HBRWC makes every attempt to make this process simple for customer and independent contractor alike.  While we do require the contractor contact us to confirm the failure and his costs before making repairs, we have multiple options for payment and an average wait time of less than two minutes.  HBRWC would again like to apologize for any inconvenience.  We appreciate Ms. [redacted] bringing her concerns to our attention.  HBRWC has alerted our Contractor Relations team of the need to locate a contractor who can service faucets in her zip code, and we will actively attempt to rectify this so we can provide a service contractor for future claims. Sincerely, [redacted] 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 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.
 
The independent contractor attempted repairs on Mr. [redacted]’s dishwasher a couple of times but the problem persisted. Our records indicate on March 7, 2018, a replacement black dishwasher or the equivalent cash buyout was offered to Mr. [redacted] via email. Mr. [redacted] called in and advised his dishwasher is stainless steel. A stainless steel dishwasher was then offered. On March 12, 2018, Mr. [redacted] accepted the replacement dishwasher and the unit was ordered. It does take approximately 5 business days for the delivery.
 
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation