2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) 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") has received the additional response submitted by [redacted].  Thank you for the opportunity to review and respond. We would refer [redacted] to our previous response as far as the delay of the furnace. Also we indicated why there is no negotiation of the non-covered charges that are paid directly to the independent contractor. We regret we will not be reimbursing the $652 ($300 ductwork modifications + $125 Electrical modifications + $150 gas line modifications + $50 disposal of the old furnace. The non-covered charges is for work done by the independent contractor that the Agreement does not cover. These funds are kept by the contractor and not transferred to HBRWC. 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. Please refer to the Terms and Conditions of the Agreement. The modifications are not eligible pursuant to B-2 “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensions. The disposal is not eligible; page 4 of the Agreement under Heating. Disposal fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. [redacted] mentioned in her rebuttal that she lost wages. We regret that we will not be offering any remuneration to [redacted] for loss of wages.  Section E-5 of her Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We apologize that we are not able to be of further assistance to [redacted] on this claim. We thank [redacted] for bringing her concerns to our attention as these matters are taken very seriously. Sincerely [redacted] 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]

Our records indicate on August 5, 2016, [redacted] reported online her air conditioner is not cooling. The independent service contractor, [redacted] (“[redacted]”) accepted the dispatch and scheduled with [redacted] for August 8, 2016. On August 9, [redacted] called in upset...

because [redacted] did not show up and she had missed work. [redacted] made it out later that day.
 
On August 26, [redacted] called in upset that [redacted] had not called in their diagnosis to HBRWC to get approval to repair her air conditioner. We had not realized that the work was not completed. An email was sent to the contractor requesting the full diagnostics. The representative also offered the customer a different contractor since the contractor is not responding, however this would delay the claim further. There were several more attempts to [redacted]. On August 30, 2016, a representative reached [redacted], and they said they had the diagnosis ready. A follow up email was sent to [redacted] to forward the proper diagnostics over. Our contractor relations department was able to get the full diagnosis, found the evaporator coil was leaking, the dimensions were received and the evaporator coil was ordered. [redacted] was authorized to do the work. There were some out of pocket costs due to [redacted] which would be paid directly to [redacted], however due to the delay, we have picked these costs up. A voice message was left with [redacted] explaining this. The contractor requested the coil to be shipped to his shop. The ETA is September 15, 2016. We request she contact [redacted] to schedule for the replacement of the coil. A supervisor has this on his calendar to confirm that repairs will be completed.
 
The independent in-network contractors are instructed to call or email their diagnostics to us using scripted notes on all that is required. [redacted] did not do this. It was found they were using the online portal instead of forwarding the diagnosis to us. The delay of trying to obtain the information from [redacted] has been passed along to the Contractor Relations department for further review and to educate them.
 
HBRWC apologizes to [redacted] for the experience she had concerning the length of this claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. [redacted] has decided to cancel her Agreement with HBRWC. This has been done.
 
Sincerely,
Office of the PresidentHome 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 rebuttal submitted by Mr. [redacted]. Thank you for the opportunity to review further.
 
Our records indicate on October 13, 2016, Mr. [redacted] called in and a representative picked up the cost of the rain shied and notified the contractor. The contractor reported he installed the new gas package unit on October 17, 2016 and has billed out his cost including the rain shield.
 
Sincerely,
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 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.
 
As Ms. [redacted] may be aware, the Agreement is not responsible for consequential damage as stated under the Terms & Conditions, B-5; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” However, all of the contractors that are utilized by 2-10 HBW are independently owned and operated and they are all licensed and insured. If Ms. [redacted] feels that the independent service contractor, [redacted] negligence caused consequential water damage, her dispute is with [redacted] and their insurance company and not 2-10 HBW. [redacted] insurance information has been emailed to Ms. [redacted] to make claim. Ms. [redacted] can also submit a claim with her homeowner’s Insurance Company. They would do their own investigation. If her Homeowner’s Insurance determines that [redacted] is negligent, they will subrogate against [redacted] insurance company and attempt to recover the amount of the consequential property damage paid to repair the damage.
 
Concerning the repairs to the dishwasher, in June 2017, the control board was replaced. Under this claim, [redacted] also reported the control board had failed. The control board lasted just 7 months. It was determined something is causing the board to short out. An email has been sent to Ms. [redacted] offering a comparable replacement dishwasher or the equivalent cash buyout.
 
2-10 HBW apologizes to Ms. [redacted] that she was dissatisfied with the independent contractor assisting with the service. 2-10 HBW is committed to providing superior home warranty protection and customer service. Her feedback allows our company to serve our customers better.
 
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 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

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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response in which we indicated the Heat Recovery System is not a code issue but a failure to an item that is not listed as covered under the Agreement. Coverage decisions for eligibility are not made until after a contractor has reported the diagnoses. Work orders can be placed regardless if an item is eligible or not.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. 2-10 HBW 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.
 
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
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

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 microwave claim. Thank you for the opportunity...

to review and respond.   Our records indicate on June 10, 2016, a representative of this department contact aced Dillion LaFaver to discuss the circumstances. The independent contractor that was dispatched had never reported his findings to us but just billed out on line as work complete. HBRWC had no way of knowing that the work was not complete.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of his claim. 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. A stern criteria of the independent contractors we use is to provide our customers with fast, reliable and professional service. This information was passed along to our contractor relations department to investigate and address the contractor.   We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties.  We again thank him for bringing these matters to our attention as we do take them very seriously. We value his business and look forward to servicing his future warranty needs.   Sincerely, 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.

Initial Business Response /* (1000, 5, 2015/11/06) */
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 Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We sincerely apologize for the delay that Ms. [redacted] experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We will have this reviewed internally.
HBRWC also acknowledge Ms. [redacted]'s statements regarding the customer service that she received, and apologize for that as well. HBRWC does record call recordings for quality assurance purposes and we have notified the supervisors of the appropriate parties for further review.
The buyout prices that Ms. [redacted] lists did change based on the circumstances at points in her claim. After compiling and reviewing the information, HBRWC offered $1,721.62 as a buyout for the eligible costs associated with replacing her furnace. This amount was reached pursuant to section A-2a of the Agreement which states, "Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is 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 contract, 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. We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions."
Our records indicate that Ms. [redacted] did accept the $1721.62 offer and that it was processed on October 19, 2015. As such, she should have received the check by this time. If this is not the case, we request that Ms. [redacted] contact our company immediately.
We would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We will be reviewing Ms. [redacted]'s claim in-depth due to the delays that were caused by an unresponsive contractor and the lack of alternate contractors, as well as the customer service that Ms. [redacted] received while calling our company.
Sincerely,
[redacted]
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 [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 May 1, 2017, [redacted] reported his ac is not blowing cold air. The independent contractor, [redacted] was dispatched and reported the evaporator coil is leaking and the service valves on the condensing unit are leaking. [redacted] gave the representative the system replacement costs. The representative did speak to the customer prior to requesting the repair cost from [redacted] and advised we were looking at replacement. After further review, the only failure was the evaporator coil and the service valves. There is no reason to change the entire indoor air handler and the outdoor condensing unit. A representative contacted [redacted] and they confirmed there would be no problems just replacing the evaporator coil and service valves. The representative advised the customer that if repairs can be done, we would move forward with repairs of the ac by changing the evaporator coil (located in the air handler) and the service valves.
 
HBRWC does take the independent contractor, [redacted] recommendation into consideration, but the final decision for repairs or replacement is solely ours. This is explained in the Agreement under the Terms & Conditions, B-1 “"We solely determine whether covered systems or appliances and their components will be repaired or replaced" HBRWC authorized [redacted] to replace the evaporator coil and the valves. Since the evaporator coil is located inside an air handler. This evaporator coil is an Original Equipment Manufacturer (OEM) part.  This means that the identical evaporator coil has to be ordered for the air handler, as a universal evaporator coil would not be compatible.
 
On May 11, 2017, our supply research team emailed [redacted] to locate the coil. They did not respond until May 16, 2017 advising the coil is being shipped from [redacted]. According to [redacted], the OEM coil was not available locally. The coil was ordered ship to shop to [redacted] with an ETA of May 24, 2017. [redacted] called on May 26, 2017 requesting status. The representative contacted [redacted] which reported the evaporator coil came in on tractor deliver which they don’t accept and request that the coil is delivered to the local [redacted] supplier. [redacted] was emailed to reroute the coil to the local [redacted] supplier so [redacted] could pick it up. On June 9, 2016, it was confirmed the coil was ready for pickup. [redacted] reported online the repairs are complete.
 
We acknowledge that there were opportunities to provide the [redacted]'s with better service and some of the delays that occurred were preventable. The representative should not have advised the customer we were looking at system replacement. HBRWC must acquire both the repair costs and replacement costs in order to make a final determination. The information of the OEM evaporator coil should have occurred on May 4, 2017 when the part number was received, but this was not done until May 11, 2017. This caused a week delay due to representative error. We have sent this to our coaching and development team, so the representatives can learn from their mistakes. We do apologize to the [redacted]’s for this. We request that [redacted] send in her paid invoice for the window unit she purchased and she will be refunded up to $200. We request she put her work order [redacted] and approval code [redacted] and email the invoice to [redacted] It usually takes 10 to 14 business days to receive the refund check. In addition, the [redacted]’ service fee has been refunded.
 
There are some things that are out of our control. Once the order was placed with [redacted], we had no control over their delays as stated 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 in obtaining parts, equipment, weather delays or labor difficulties.”
Concerning the unprofessional phone call [redacted] had with a representative. We apologize to [redacted]’s experience with our customer service representative.  We take these accusations seriously and can assure her that it is not acceptable for anyone to be rude. This matter will be investigated internally so we may make corrections and continue to improve our service. Our mission is to provide fast, friendly and reliable service. We value the [redacted]’s business and we look forward to serving their future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on April 10, 2017, [redacted] reported his ac is not cooling. The independent contractor, ** [redacted] was dispatched to the property and on April 12, 2017 reported the reversing valve is stuck in heat mode and the defrost board shorted. The contractor told us that [redacted] was interested in a cash buyout as she is considering replacing her thru-the-wall-heat pump. The representative called the [redacted] and received a voice mail. She left a voice message with the option of moving forward with the repair or the repair cash buyout at the network contractor’s price and to call back with her decision. Purchasing does not order parts if there is a possibility that the customer will take a cash buyout. On April 13, 2017 the parts were located and they are readily available; the 2 parts cost $179.34 total. We were waiting on [redacted]s to call back with her decision.
 
On April 20, 2017, ** * called in requesting the claim be reassigned as they now report they do not work on this type of system. ** * was sent to our contractor relations to investigate and address this issue as they had delayed this claim and the process needed to start over. There are times when labor issues do occur that are out of HBRWC’s control. Per the Agreement under 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.”
 
Even though we had not heard from [redacted] on her decision. It was decided to dispatch the independent contractor, [redacted]. On April 26, 2017, [redacted] let us know [redacted] was just out and if we were considering replacement. The representative recognized [redacted] had not yet called in their diagnosis. There were several attempts to contact [redacted]. The claim was forwarded to our contractor relations department to make sure [redacted] is contacted and the claim gets completed. [redacted] was contacted and it was reported the reversing valve had failed and they have ordered the part with an eta 5-7 days. The part was received but it was the incorrect part. [redacted] ordered the correct reversing valve. The Representative has contacted both [redacted] and [redacted] and confirmed that the part is scheduled for install later today. [redacted]s has the contractor relations representative’s direct contact information.
 
We do apologize for any inconvenience and delays caused by the network contractors. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service.
HBRWC is committed to providing superior home warranty protection and customer service.  Her customer service concerns enables us to make corrections and continue to improve our service. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
[redacted]

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

review and respond.
 
Our records indicate on [redacted] oven claim that the wiring on the control board had been damaged/cut and not eligible. His service fee was reimbursed due to the independent contractor’s misdiagnosis.
 
On June 25, 2016, [redacted] reported his air conditioner would not go below 77 degrees when outside temps go above 90. The Circuit break has tripped twice in a week and sometimes the compressor motor shuts down. Independent service contractor, Comfort Zone of North Florida was dispatched and reported the failure was the dual capacitor and they replaced it. On July 7, 2016, Comfort Zone was recalled back to the home due to [redacted] was continuing to have the same issue. On this visit, they found nothing mechanically wrong with the system. It was 75 degrees inside and 98 degrees outside. The contractor further reports the air conditioner is running as best it can do to the extreme temps. [redacted] disputed reporting the intermittent issue. A second opinion independent contractor Jax Refrigeration was dispatched to the home. They reported the system is doing all it can to keep up, it is undersized for the house and doing all it can for the house, unit has a 20. 6 degree split and is working like a champ for that size.
 
Concerning the difficult to detect intermittent issue. Many compressors have a safety cut off switch to prevent it from damage when it gets too hot, it will temporarily shut itself off until it cools. On average, an air conditioner in good working condition is designed to lower the temperature of a home’s air by about 20 degrees or so. The contractors are in agreement that there are no failures to the air conditioner.
 
We would not be able to send out another opinion when there is no mechanical failure found. If [redacted] is still considering canceling his Agreement with HBRWC, he may send a written request to [redacted]. The Agreement would be canceled as stated in section F of his Agreement, which states: “After the first 10 days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims any other unpaid charges and a $25”
processing fee. “
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:I called the manufacturer, [redacted]. According to them they made thus Microwave such a way that it could be used either as a built-in or as a counter-top. In this house it has been used as a built-in Microwave only. It was never used as a portable or counter top microwave. You could also appreciate that in the photo that I provided. It is neither easy nor necessary to use this as a counter top oven. 
Sincerely,
[redacted]