2-10 Home Buyers Warranty

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 To be clear, all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCIf the independent contractor replaced the condenser, this was without our knowledge or direction Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ 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 claimThank you for the opportunity to review and respond Our records indicate that Mr [redacted] 's service period began on July 15, The next day, Mr [redacted] contacted HBRWC and stated that his air conditioning system was not blowing cold airThis claim was assigned to the independent service provider HVAC ProzOn July 20th the contractor stated the system's condensing fan motor was overheating, the windings were shorting out, the blower motor blades were out of balance, and the system was two pounds low on refrigerantOn July 24, the contractor went on to say that the suction valve was the cause of the leak We regret that these failures could not have occurred within the day that Mr [redacted] 's Agreement was in effectThus his claim is not eligible per section of his Agreement which 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 period." The service fee is due whether a claim is eligible or not, as explained page of Mr [redacted] 's Agreement: "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." Furthermore, HBRWC will not reimburse Mr [redacted] the expenses he incurred when purchasing a window unitThis is not eligible per section B-which states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We apologize that we are not able to be of further assistanceWhile Mr [redacted] 's claim is not eligible for coverage, we none-the-less appreciate him bringing his concerns to our attentionWe look forward to serving his future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) ATTACHED IS A COPY OF THE ESTIMATE FROM [redacted] IT STATES "FOUND CONDESING MOTOR WEAK & CAP & BLADE UNIT NEED ALSO TO BE CLEANED" IT SAYS NOTHING OF BEING LOW ON REFRIGERANT OR OF A FAULTY SUCTION VAVLE I STAYED WITH THE TECH THE WHOLE TIME HE WAS ONLY HERE FOR MINSHE DIDNT TEST FOR A LEAKHE WOULDVE HAD TO SUCK DOWN THE SYSTEM & CHARGE WITH AN INERT GASHE HAD NO WAY OF KNOWING HOW MUCH REFRIGERANT WAS IN THE SYSTEM AT THAT MOMENT HE ALSO DIDNT TEST ANY OF THE ELECTRICAL COMPONENTS WHICH IS THE ONLY WAY TO DIAGNOIS IF THEY ARE BAD I MYSELF TESTED THE CAP AFTER HE LEFT & IT TESTED GOOD! THE COMPANY THAT I HIRED TO MAKE THE REPAIR ALSO TESTED IT INFRONT OF ME & AGAIN IT TESTED GOODTHE FAN BLADE WAS NOT OUT OF BALANCE & THERE WAS NO EVIDENCE OF VIBRATION.AGAIN IT WAS OKED BY THE COMPANY THAT MADE THE REPAIRTHERE WAS NO SHORT IN THE CONDENSING MOTOR WINDINGS OR ANY OTHER PART OF IT THE FAILURE WAS DUE TO A BEARINGTHERE WAS NO BLOCKAGE OF THE CONDENSER THE INDUSTRY STANDARD IS 30% NO SPECIFIC AMOUNT WAS NOTED ON THE ESTIMATE BUT I CLEANED IT MYSELF IT WAS LESS THAN 10% BLOCKEDIM SURE HVAC PROZ IS A GOOD COAND EXPERIENCED BUT IN THIS CASE THEY DID A DIS SERVICE TO MYSELF AND 2-WARRANTY COI REPORTED MY CONCERN TO 2-AND ASKED FOR SOMEONE ELSE TO EVALUATE THE PROBLEM I THOUGHT IT WOULD BE IN BOTH OR BEST INTEREST BUT THEY REFUSEDAS FOR THE WORKING CONDITION OF THE SYSTEM ATTACHED ARE PAGES FROM A HOME INSPECTION DONE BY [redacted] & [redacted] A LICENCED INSPECTION & ENGINEERING FIRM WITH A GOOD Revdex.com RATINGTHEY INSPECTED THE UNIT AND TESTED IT ON JUNE & CERTIFIED IT WAS OPERATIONALWHICH NEGATES 2-10S CLAIM THAT THE SYSTEM WAS COULD NOT BE FUNCTIONING2-DOES NOT REQUIRE A PRE INSPECTION OR CERITIFICATION BEFORE THEY ISSUE A POLICY AND THEY DONT HAVE A GRACE PERIOD BEFORE YOU CAN FILE A CLAIM IN THIS CASE I HAVE PROF THAT THE SYSTEM WORKEDALL THIS WAS CAUSED BY 2-POOR CUSTOMER SERVICE AND THEY ARE LIABLE FOR ALL THE EXPENSES I HAVE INCURRED Final Business Response / [redacted] (4000, 9, 2015/10/06) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr [redacted] We have reviewed the additional information which was provided and determined the following: We regret that Mr [redacted] 's home inspection does not provide enough information to cause HBRWC to overturn the denial of his claimThe inspection was being described as a visible inspectionIn order for a failure to be deemed undetectable, section of Mr [redacted] 's Limited Home Service Agreement ("Agreement") states that a qualified service professional, that is a HVAC contractor, would need to perform simple mechanical tests demonstrating the failure was not located As our previous response indicates, the contractor reported a leak to the suction line after the initial report was submittedAs such, it is not listed on the customer's initial invoiceAdditionally, the claim denial was not based solely on the question of the refrigerant leak As previously stated, we regret we are not able to be of further assistance with this matter as Mr [redacted] 's claim was not eligible for coverage per the terms and conditions of his Agreement Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Final Consumer Response / [redacted] (4200, 11, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This coIs ignoring the key points I presentedThey have never offered any kind of resolutionThey have completely failed in every aspect of this processTherefore I am contacting my attorney to resolve this

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Mr. [redacted] . Thank you for the opportunity to review further. We appreciate Mr. [redacted] providing the information to pull the call he had with the representative on 1/25/18. We were able to locate the conversation. The representative specifically told Mr. [redacted] we needed a diagnosis report from his contractor before any repairs are completed. Mr. [redacted] did not do this. Here is the portion of the transcript: Mr. [redacted] : “If my contractor were to write up a report and everything, you’d still have to send your guy out to verify? Is that what you’re saying?” Representative: “We can set up an out of network contractor service request, but before any repairs are completed the Out of network contractor has to send in a Diagnosis to us and we still ultimately hold the decision on whether or not to repair or replace the unit.” At the end of the conversation, Mr. [redacted] told the representative he wanted to get with his contractor and then call us back to figure out how he wanted to move forward, then the conversation ended. Therefore the representative did not set up a service request. Regardless, we do depend on our customers to review their Agreement to determine the proper procedure when using a contractor out of our network. There is not a business out there that would allow a customer to have a full system replacement completed without first consulting the business on what the failure is as well as the cost. As our previous response indicated, the proper procedures were not followed when using a contractor out of our network. The Agreement makes it very clear, in BOLD lettering under “Who pays what?”; “2-10 HBW will pay or reimburse you for costs that have been pre-authorized for a covered repair. Service performed without pre-authorization will not be paid.” Pre-authorization was not given to Mr. [redacted] . We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: this response does not address the unfounded cost that I was quotedpremium coverage or not the additional items that I was advised that I needed were not necessarilyalso the statement that they were unaware that my hot water tank was only years old is incorrect because I told them how old it was Sincerely, [redacted]

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] however, please be advised I contacted the State of [redacted] atty generals office for a fraud complaint against 2- I gave 2-plenty of time to respond to my claim the claim with the state of [redacted] is now for over $4000, treble damages under UCC

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 August 11, 2016, [redacted] reported his air conditioner was leakingThe independent contractor, [redacted] was dispatched and reported “the return duct and supply duct was set up originally as a triangle, not allowing enough air back to coilThe existing duct system is a perimeter loop system which needs more air supplied to coil to prevent rusting & excessive condensationThis excessive moisture from the condensation accumulates on the air handler and duct trunk line to drip through the ceiling.” Design of the duct system is not eligible for coverage per the Terms & Conditions of the Agreement E-“We are not liable for repairs related to; improper design;” The contractor was authorized to replace the drain panThe contractor refused to replace just the drain pan because the same issue would occur if the ductwork was not corrected and he did not want to be held liable Due to Mr [redacted] ’s frustration with the contractor, [redacted] , another independent contractor, [redacted] was dispatched and reported the condensing coil, reversing valve and roto locks have multiple leaksWe were in the process of finalizing the pricing with the contractor and ordering the equipment when Mr [redacted] reported that he has sold the home and would like to cancel this claim All of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCA stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptableThe contractor, [redacted] has been sent to our contractor relations department to address the contractor HBRWC would like to apologize for any inconvenience [redacted] may have experienced with the independent service contractorsWe would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: As I have already stated, the contractor , pro air had told me different than what they are sayingSo has my home inspector, which I contacted and talk to about this matterThe ac worked fine from inspection to the time it stopped working Sincerely, [redacted]

Initial Business Response / [redacted] */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] ***Thank you for the opportunity to review and respond HBRWC has reviewed our records and verified that we do not have an active Limited Home Service Agreement for the property Roanoke RoadAs Ms [redacted] did not provide an address or name for the customer in question, we regret we are not able to review any informationIf Ms [redacted] would like to submit this information, she may contact our company by calling At that time, we will review the claim information and contact the owner of this propertyHowever, as Ms [redacted] is not listed as an owner, we will not be able to supply herself directly with any proprietary information as that is confidential between HBRWC and the homeowner With this said, should Ms [redacted] wish to have her client's cancel their Service Agreement, she may instruct them to email that request to [redacted] @2-10.comIf the Agreement is within the first days, then we will issue a full refundHowever, if the Agreement has been in place for more than days and/or there are other claims which HBRWC has offered coverage and paid for, a pro rata refund will be issued Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: If there was a problem or issue with the contractor that I hired then why didn't the 2-agent voice that at the time The contractor called 2-per their request and provided the information they asked to get the job approved If further information was needed to approve the contractor's amount then 2-should have voiced thatAt no time did 2-tell the contractor that they needed a more indepth/thorough breakdown of the repair 2-never disclosed to me on the phone when they provided me with a breakdown of cost for materials and repair that they were getting any materials at a discounted rate The agent told me that the water heater that their contractor was approved to get would cost $700-not $400-as stated in their response The size of the water heater was never disclosed either We had a gallon water tank in the home so why would we replace the tank with a gallon water tank Futhermore, my contractor sent over the invoice that stated replace one gallon water tank and 2-did not question the work at that time either They gave us the go ahead to move forward which we did, now they simply don't want to reimburse and that is unprofessional and dishonest Additionally, 2-sending a check for $does not suffice because they took $from the amount that was supposed to be reimbursed to me 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 November 17, 2017, [redacted] was offered a comparable replacement vent hood or she can take the equivalent replacement cash buyoutIt is noted that [redacted] would like the vent hood repairedShe can take the replacement buyout amount and work with the contractor independentlyOnce the new replacement or the buyout is accepted, the vent hood is no longer eligible for coverage We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process 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 additional rebuttal submitted by Mrs [redacted] Thank you for the opportunity to review further Our notes do indicate that temporary cooling in the amount of $was offered to Mrs [redacted] on September 19, under her gas package unit claimWe do apologize if this was not relayed to herIf she purchased a room or window a/c unitWe will reimburse her up to $She can forward the invoice to [redacted] On October 26, 2016, the independent contractor, [redacted] was sent to the home as a second opinion to diagnose both of Mrs [redacted] ’s air conditioning systems and to check for any workmanship issues from the first contractorThe supervisor assigned to this case is working with [redacted] to get this resolvedWe have received their diagnostics and yes there are some issues that [redacted] foundWe do request that Mrs [redacted] work with the supervisorShe will be updated shortly 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 April 6, 2017, [redacted] reported her air conditioner is not blowing cold airThe independent contractor, [redacted] was dispatched to the property and reported the evaporator coil has a small leak, the technician was able to braze, add leak seal and recharge the system with R- On August 7, 2017, [redacted] reported her air conditioner was not blowing cold air againThe independent contractor [redacted] was dispatched and reported the last contractor charged the system with NU-instead of R-which caused the system to clogThe technician attempted a flush but was not able to remove the clog [redacted] recommended system replacementThe representative authorized [redacted] to replace the system and he updated [redacted] with the out of pocket costsThen it was found that the clog is isolated in the evaporator coil and only the coil needed to be replacedThe outdoor condensing unit did not need to be replacedWe do apologize to [redacted] for the information given to her was not correctWe acknowledge that the allegations that Ingrain is placing blame on [redacted] should have been addressed with the contractor relations department as all of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWCIf the allegations are true, [redacted] would be liable and they would need to warranty their work On August 23, 2017, [redacted] was sent to the home and reported the correct refrigerant was usedThe technician’s report; “found standing pressure that did not come near pt chartFound the condenser coil plugged with dirt and the evaporator matted with dirtCleaned indoor and Outdoor unit chemicallyRemoved original strainer drier and replaced with hp drierPulled vacuum and charged systemSystem is online and cooling.” [redacted] ***’s service fee has been refundedWe regret, we would not be replacing [redacted] ***’s ac systemWe are a warranty companyIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsWe do not replace an entire system solely due to age In regards to [redacted] ***’s request to cancel her Agreement, we apologize her experience has led her to this decisionIf [redacted] is still considering cancelling her Agreement with HBRWC, she may send a written request to [email protected] Agreement would be cancelled as stated in section F of her Agreement, which states: “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges” HBRWC apologizes to [redacted] for any experience she may have had concerning disconnected phone calls or rude behavior by our employeesWe take these accusations seriously and can assure her that this matter will be investigated internallyWe acknowledge that there were opportunities to provide [redacted] with better service and we work very hard to prevent situations like thisWe thank her for bringing her concerns to our attention as it enables us to make corrections and continue to improve our serviceWe try to make the service a seamless process for our customers and recognize improvements needed when the contractors or the service representatives fall short 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 claimThank you for the opportunity to review and respond Our records indicate on April 3, 2017, [redacted] reported her refrigerator is not freezingThe independent contractor, [redacted] was dispatched to the property and reported the compressor and door switch need to be replaced [redacted] was authorized to replace the compressor and door switch and completed the workOn May 22, 2017, [redacted] reported the refrigerator is still not freezing and a recall visit was set up for [redacted] to go back to the homeOn May 24, 2017, [redacted] called in stating the customer’s freezer is to degrees which is for the unitThe last communication HBRWC had with [redacted] was on May 22, In the notes, she made no mention that the freezer is not making ice or the temperature of the refrigerator [redacted] ’s Agreement expired on June 9, and she did not renewPer the Agreement under “What is “Even If” Service Fee Guarantee? Service performed within the last days of the Service Agreement will be guaranteed for days.” [redacted] did not notify us within the day windowWe apologize in advance to [redacted] , if [redacted] was being rude and was a no showThis matter is being investigated internally by our contractor relations department In [redacted] ’s desired settlement she is requesting the refund of her AgreementWe regret, we are unable to reimburse [redacted] for any portion of her Agreement as her Agreement expired on June 9, We do apologize that we could not be of further assistance in this regardHBRWC 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 rebuttal submitted by [redacted] ***Thank you for the opportunity to review further We would refer [redacted] to our previous response concerning modifications; Modifications to accommodate the new water heater installation is not eligible for coverage pursuant to the Agreement under the Terms & Conditions E-“When replacement equipment of identical dimensions is not readily available, we are responsible for installation of like-quality equipment but not for the cost of construction or carpentry made necessary by different dimensions.” We do understand that [redacted] paid her $service fee directly to the independent service contractor for his diagnosis timeThe buyout of $is based off of what HBRWC would have paid out for this claim, regardless who it is dispersed toIf it was processed as a buyout to [redacted] or if the water heater was replaced by HBRWC$is the amount we pay $(gal gas water heater) $labor to install -------- $- $service fee = $replacement buyout A phone call was placed to [redacted] and her phone was out of her service areaYou are not able to leave a voice messageAs a gesture of goodwill, the $service fee was reimbursed to herShe should expect the check in approximately business daysWe regret we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service AgreementWe respectfully request the Revdex.com 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 (“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 July 31, 2017, [redacted] reported his toilet is leaking at the tank [redacted] acquired his own contractorHis contractor found mold due to the malfunctioning toilet leakingThe representative read and emailed [redacted] the guidelines for using a contractor not in our network Number of the out of network guidelines explains how payment is made: Emailed: [redacted] 2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement The cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference This is also located in the Agreement under the Terms & Conditions AProviding Service 2.a“If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);” The invoice was received but there was no cost break down and many of the charges were not eligible for coverageThe contractor reported the master bathroom toilet has calcium build up inside of water pipeline and inlet to the toilet, replaced the toilet, wax ringOn the main floor guest bathroom the technician found that the flange for toilet has cracks and leaksThe toilet in the basement the technician found the flange for toilet is also cracked and leaking2-HBW used network pricing for the failures that were eligible$total for repairs $- master bathroom - Toilet replacement, service call – $service fee $- guest bathroom - flange and service call $- basement bathroom -flange, drywall and service call ---------- $total reimbursement [redacted] has received the $checkThe other have been processed and they will come under separate coverIt will take approximately to business days to receive the checks We do apologize for the confusion in the claims handling processIt is difficult when separate claims are combined into one invoice with no cost breakdownWe regret, we are unable to reimburse any additional amount and cannot be of further assistance in this regard2-HBW 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 claimThank you for the opportunity to review and respond Our records indicate on July 31, 2016, [redacted] reported her dishwasher is not drainingIndependent contractor [redacted] scheduled the appointment for August 4, The contractor orders their own parts directly through our suppliersOn August 8, the contractor ordered a motor drain pumpThe ETA for the motor was August When it was time to install, the technician called the customer stating he was sick and not be able to make it out but could come out the next day [redacted] explained to [redacted] she could not take the day off tomorrowDue to the missed appointment, [redacted] requested a technician to install the part after 5:pmMany appliance contractors will not work after hoursA supervisor had been working with [redacted] due to the delay and the alleged property damage by [redacted] To put this matter to rest, the supervisor offered [redacted] a dishwasher buyout and she accepted the offer 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 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 the network contractor reported the water heater is leaking internally from the top and bottomThe gallon gas water heater needs to be replaced(Confirmed by model #) The total out of pocket costs for Mrs [redacted] were $The costs were either for modifications that needed to be made to accommodate the new water heaterPer the Terms & Conditions; B-2, modifications are not covered under the AgreementIn addition; B-code upgrades are not eligible for coverage unless the supreme option was purchasedThe supreme protection option was not purchasedHBRWC would be responsible for the costs of the basic install of the new water heater and the water heaterMrs [redacted] questioned her water heater coverageMrs [redacted] does have water heater coverage but does not have the supreme protection option which would have covered a good portion of the out of pocket costs On November 4, 2016, Mrs [redacted] called and asked about using her own contractorOn November 5, her contractor called in and reported the water heater is leaking internallyHe will need to replace the water heater and add a panHis cost was $totalHe did not have a breakdownHe also replaced the water heater with a gallonThe invoice was received from Mrs [redacted] : Invoice states, "Installed new gallon natural gas Water heater with BV (ball valve) and other upgrades" Total cost for water heater replacement was $- $water heater, $install, $ball valve Homeowner's e-mail also included a receipt from Home Depot for water heater - $tank, $drain pan, $ball valve.” As mentioned earlier, The Agreement has base coverage onlyCode upgrades are not eligible for coverage as well as any modifications Mrs [redacted] decided to use her own contractorHBRWC’s cost to replace the water heater would not change regardless if she decided to use the network contractor or her contractorThe buyout amount was based off of a gallon gas water heater and not a gallon gas water heaterOur costs are as follows: $– network contractor’s labor for HBW supplied water heater $– HBW supplied gallon natural gas tall water heater ----------- $- $(contractor labor to date/service fee) = $replacement buyout To clarify how we arrive at our cost for reimbursementAll of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWCMuch like health insurance, we work with these network contractors and the labor pricing is agreed upon in advancedDue to the high volume of water heaters HBRWC purchases, our costs of the water heater is lower than retail costWith the agreed labor pricing we have with our network service contractors along with the cost HBRWC receives on water heaters, it is not out of line to say that a water heater can be replaced for $This is also specified in the Terms & Conditions of the Agreement (“Agreement”), section A-2a.:“If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” If Mrs [redacted] were to Google a gallon water heater, she will find brand names sold at retail cost can be purchased for under $ The reason why $is being taken out of the total amount of $If Mrs [redacted] had decided to use our contractor to replace the water heater, HBRWC’s out of pocket cost is $We would not add the $back to the $because she decided to use her contractorWe will pay the same amount of $450, regardless if it was to the network contractor or to her As a resolution and not an admission of liability, HBRWC is reimbursing her service fee of $It will take approximately to business days to receive the checkWe 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 would like to apologize for any inconvenience Mrs [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] ’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond [redacted] is working with a representative in the escalations division [redacted] did get her own contractor to diagnose the systemHer contractor found there is an intermittent electrical issue where the technician cannot recreate the shortThe representative advised [redacted] that when the system shorts out again to contact her contractor immediately [redacted] will email the contractors invoice to the representative directly for full reimbursement Concerning the unprofessional phone call [redacted] had with a representativeWe can assure [redacted] , our coaching and development team trains our employees to provide fast, friendly and reliable serviceWe take her concerns against the representative and her co-workers seriously and can assure her that it is not acceptable for anyone to be discourteousThis matter will be investigated internally so we may make corrections and continue to improve our service A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceThe first contractors contract, lists geo-thermal system as a system they work onThey have been sent to contractor relations to confirm this HBRWC apologize to [redacted] for the experience she has had concerning this claimWe work very hard to prevent situations like thisIn [redacted] desired settlement, she is requesting her service fee be refundedThis has been doneIt will take approximately to business days to receive the check 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 Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank 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 persistedOur records indicate on March 7, 2018, a replacement black dishwasher or the equivalent cash buyout was offered to Mr [redacted] via emailMr [redacted] called in and advised his dishwasher is stainless steelA stainless steel dishwasher was then offeredOn March 12, 2018, Mr [redacted] accepted the replacement dishwasher and the unit was orderedIt does take approximately 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

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] While the situation got much worse with the Company agreeing to fix the problem times after I wrote you, and then in the end when I asked for a supervisor, they then said the Plumber info meant it was not covered.I am tired of fighting them, though I ended up paying to have the job done for plus house call, I will accept my dollars when sent However, I will not hesitate to respond again if this company continues these tactics