2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by 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

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 29, 2016, the check was created for reimbursement. The representative incorrectly set the check template in the contractors name instead of [redacted]’s name. This was human error on the part of the representative. This has been sent to our coaching and development team so the representative may learn from the mistake. [redacted] called on August 31, 2016 on the status of the check. A seasoned representative identified the mistake and had the check overnighted to [redacted].
 
HBRWC apologizes to [redacted] for the experience she has had concerning this issue. We work very hard to prevent situations like this and are saddened to see [redacted] has decided not to renew her Agreement.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:First I did not say that the day I noticed the leak was Feb 28th, since that is the day I closed on the home. Second, the contractor told me they did NOT see corrosion or rust, which he explained to 2-10, and they refused to listen, which is what "[redacted]" told me when she called me. So saying that the contractor told them that is a lie. I really don't understand how this business is still open. I would figure that after 934 Revdex.com complaints it would be close by now. But is guess a business that takes money from their clients but doesn't pay it out is making a pretty good profit. I hope this helps some one else stay clear of this company.
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 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 ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response in which we indicated by the attached pictures, the chip at the edge of the glass caused the crack. This chip is not from normal wear and tear.
 
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 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 3, 2017, [redacted] reported the independent contractor [redacted] was dispatched to the property. He had been out 3 times. The first time it was wet outside. He found the system a little low of refrigerant and recharged the system. The second time he went out, the system was iced up and he could not do anything. The third time, he found no failure, he checked all pressures, they were good and the duct was cold.
 
On June 16, [redacted]’s contacted us and requested a different contractor as his air conditioner is still not cooling and [redacted] has been out three time. On June 19, 2017, the independent contractor, [redacted] was dispatched but has not yet reported their findings. A representative of this department contacted [redacted]. He advised Sierra was out and found the coil was dirty, the technician offered to clean it or explained how he could clean it. [redacted] cleaned the coil and it appears to be working as it should.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  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 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 (“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]

Complaint: [redacted]
I am rejecting this response because: I awaiting a settlement from 2-10 home buyers warranty. As this event takes place, I shall proceed from there.
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 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

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] & [redacted]

The Office of the [redacted] at 2-10 [redacted] (“[redacted]”) is in receipt of the inquiry submitted under case number [redacted] for [redacted] and [redacted].  We have located the customers 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 our customers may have experienced during the claims handling process.  [redacted] strives to provide professional service and anything less is unacceptable.  We acknowledge the complaints made regarding the customer service that the customers received and we will have this addressed internally.  We would like to thank Mr. [redacted] and Mr. [redacted] for bringing their concerns to our attention. Our records indicate that on December 24, 2015 the independent contractor [redacted] reported that the control board to [redacted] oven was operational but that the display was not showing any information.  The model and serial numbers on the stove were not legible, and thus at the time it was not possible for the contractor to determine which part was needed.  Section E-17 of the Agreement does state that, “Covered Eligible Equipment no longer identifiable by model and serial number are limited to $250 per failure.” Later that day the customer provided the model and serial number to the unit.  This allowed [redacted] to locate parts and offer coverage for the repair.  We appreciate the customer providing this information to us so we could offer further assistance.  The contractor was authorized to make repairs and verified that the work was completed successfully. We again apologize for any inconvenience that may have been experienced.  We appreciate Mr. [redacted] and Mr. [redacted] bringing their concerns to our attention as we do take these matters seriously. We look forward to serving any future warranty needs that they may have. Sincerely, [redacted] Office of the [redacted] 2-10 Home Buyers Warranty [redacted]

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

respond.
 
Our records indicate on July 5, 2016, [redacted] reported his air conditioner is making an unusual noise. It is set at 70 degrees but shows 77 degrees.
Independent service contractor, River City Heating & Air was dispatched to the home and reported he added 2 lbs. of r-22 and confirmed proper operations. River City was called recalled back to the home because the issue was not resolved. On the second visit, River City reported “the system Freon levels were ok. The system is running extremely high head pressure due to the fins on the condenser coil have been bent over in large areas and it is starving the unit of air around the entire unit. The unit is not operating properly due to this. Due to the unit being starved for air this unit cannot run properly.” In the contractor’s professional opinion, this was not due to normal wear and tear but it was caused from something hitting the unit. The contractor sent in pictures of the damage and the fins are smashed in a large portion of the coil in several areas. The claim was determined not eligible for coverage Per the Terms and 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): misuse or abuse”
 
We do acknowledge and apologize that there was a delay in explaining his claim was not eligible for coverage. The contractor’s pictures had not been received. They were requested again, when they were received, it was determine that the damage was caused by an outside force. [redacted] stated he was going to get an estimate. A representative of this department has emailed [redacted] requesting his contractor’s diagnosis if the failure is not due to smashed fins. Due to our delay in our explanation to him, we have also requested he send in his paid invoice for his portable air conditioner he purchased of $200 for reimbursement.
 
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”) that went into effect June 16, 2017 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on June 20, 2017, [redacted] reported that on June 17, 2017, (the day after the Agreement went into effect) she noticed when she turns on her oven, she smells gas and her dishwasher is not draining water. The independent contractor, [redacted] was dispatched to the property and reported; replaced the ignitor burner on the oven and the dishwasher filled, washed and drained.
 
By [redacted]’s own admission in this complaint, she states “I have not used the stove ever…not be able to cook or bake since I bought my home on June 16, 2017” and “After I just called again this week complaining about all my appliances including washer dryer, water heater”. This testament confirms that the issues to her oven, dishwasher and other appliances did not comply with Section 3 of the Terms and Conditions of the Agreement; “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 Agreement.” The oven and dishwasher issues were noticed the day after the Agreement went into effect and they were clearly not in good working order at the beginning of the service agreement. We regret the oven and the dishwasher are ineligible for coverage per the stated Terms and Conditions above.
 
[redacted] also has [redacted]. HBRWC would like to point out that her HBRWC Agreement is secondary/excess coverage over any other company whether or not collected. This is stated in B-18. “Any coverage for a covered item shall be excess of any other valid and collectible insurance available to you, whether primary, pro-rata or excess, and whether or not collected.”
 
All of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. The service fee is paid directly to the independent contractor. The service fee is kept by the contractor and not transferred to HBRWC. She is welcome to discuss reimbursement of her service fee with [redacted]. A representative of this department contacted [redacted] and they reported that the customer missed her appointment on Wednesday June 28, 2017 between 2-4 for the washer and dryer that was set up from [redacted]. After [redacted] missed appointment, [redacted] did not here from [redacted]. There was a discussion with [redacted] and [redacted]’s dissatisfaction with them.
 
[redacted]’s is also requesting damages for not being able to cook or bake, as stated above. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-6. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage. With this said, we regret that we will not be offering any compensation, we will not waive the service fee for the water heater and we will not be replacing the oven or the dishwasher.
 
Since [redacted] has other coverage in place, it is in her best interest to cancel her HBRWC Agreement as she has stated in her complaint: “If I could cancel I would” The funds go DIRECTLY to the warranty holder which is [redacted]. She may send a written request to [email protected]. The Agreement would be cancelled as stated in section H of his Agreement, which states:
“You may cancel this Service Agreement at any time (send your written request to us at [email protected]).
 
THIRTY-DAY GUARANTEE:
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.
 
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 and unpaid charges.”
 
[redacted] is still within the 30 day window for canceling. If she has any further questions on canceling, she can contact accounting at [redacted]
 
Sincerely,
Office of the President
Home 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:
Please release the recorded call to the Revdex.com. I question the sales tactics and verbiage sales reps use to upgrade clients contract aggrements. I don't remember sales rep putting a cap of $1,000. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11150129 by [redacted]. We have located Ralph Walls Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on February 16, 2016, [redacted] reported he sees bubble in ceiling and thins there is a possible pipe leak. Independent service contractor 1st Choice Plumbing, LLC was dispatched to the home to evaluate the issue further. On February 18, 2016, 1st Choice Plumbing reported he opened the ceiling, the technician did not find any plumbing leaks and it appears to be a roofing issue. The representative who took the diagnoses contacted Mr. [redacted] and left a voice message that this is not a plumbing issue but a roofing issue and that we would be dispatching a roofer. On February 19, 2016, it was found that Mr. [redacted] did not purchase the optional roofing coverage, therefore the roof was not eligible for coverage. A representative called Mr. [redacted] to explain the prior representative was in error and we could not send anyone to repair the roof. The representative and Mr. [redacted] agreed HBRWC will not cover the roof but as a courtesy, we will dispatch a drywaller to repair the hole the plumber made. Per the Agreement under B-6 “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” On February 22, 2016, Independent service contractor, Springer’s was sent a dispatch to patch the hole to a rough finish and Mr. [redacted] was updated. HBRWC would again like to apologize for the incorrect information originally given to Mr. [redacted]. We have sent this to our coaching and development team to educate the representative. We would like to thank him for bringing his concerns to our attention as we do take these maters seriously. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: Again, we believe the POINT is being MISSED.  210 is NOT doing us a favor by giving us $400 as goodwill.  Mistakes were made by 210 that caused us to incur several more days in the hotel along with all associated meal costs.  We are upset because 210 is not admitting this error and taking full responsibility for it.  [redacted] confirmed that 210 did not call back to place the order although 210 had told us the HAD placed the order and were simply waiting for the unit to be shipped.  Please escalate this issue to a VP or someone who can re-evaluate this matter.   We never stated that $400 was all that we would like to settle this issue.  We needed to get through the process and back in our home before we tallied all our costs. Sincerely,
[redacted] & [redacted]

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

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