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 [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 August 13 2017, a dishwasher claim was set up and the independent contractor made the necessary repairs. On November 6, 2017, a separate claim was called in for the dishwasher, instead of the present claim being reopened. The $100 rebate offer is only offered when an appliance claim is placed online for the first time. There is no written contract. These are prompts to follow when you place the claim. The prompts ask you if you are interested in the $100 rebate program to where 2-10 HBW would send a rebate form and if the consumer decide to purchase a new appliance, they would forward the paid receipt and we would refund $100 to the consumer. If this option is rejected, the consumer advises that he is not interested and to continue with the service request, then a contractor is dispatched to repair. The misunderstanding occurred when [redacted] attempted to place a new dishwasher claim, thus creating the prompt of the offer. If the present dishwasher claim was reopened, she would not have received this offer.
 
A representative of this department called [redacted] and came to a satisfactory outcome. 2-10 HBW would like to apologize for the inconvenience [redacted] may have experienced. We value her business and we look forward to serving her future warranty needs.
 
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 became effective March 31, 2016 and applicable gas cook top...

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 April 15, 2016, [redacted] reported her unit will not turn on. Independent service contractor, Cool Air Mechanical was dispatched to the home and reported “on line” that the vent hood had failed and all the parts are no longer available. [redacted] called in May 9, 2016 and stated she had replaced her stove and wants reimbursement. She was advised that we needed to acquire more information from the contractor because the contractor only reported failures to the vent hood and not the cook top. Our contractors are instructed under circumstances such as this to call in their findings. Numerous attempts to contact the contractor were unsuccessful and since [redacted] had already replaced her cook top, we would not be able to send out another contractor. The contractor has been passed along to our contractor relations department to investigate and address. A representative of this department was able to reach Cool Air Mechanical. There findings on the cooktop were the left front burner and gas tip had failed. The representative called [redacted] and spoke with her concerning her cook top. She said all of the burners would not ignite and she would smell gas. The hood exhaust fan is a separate appliance from the cook top and [redacted] had replaced both of them. Our appliance department priced out our cost for the appliances, split the difference and made an offer to her. [redacted] found the amount satisfactory and accepted our offer.   Concerning the air conditioning claim. Our records indicate that [redacted] did speak with the [redacted]. She has noted that [redacted] had called in to advise we had the appointment set up with a plumbing company and not an air conditioning company. While [redacted] began to explain who the correct company should be, the call was disconnected, [redacted] called [redacted] back but only got a busy tone. Due to the dissatisfaction that [redacted] reported, her customer service concerns toward the representative will be reviewed and addressed internally.   We again apologize to [redacted] for the negative experience she has had concerning the set back on her cook top and vent hood as well as the customer service issues she had concerning her air conditioner. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her feedback allows our company to serve our customers better. We would like to thank [redacted] for bringing this to our attention as we do take these matters seriously.  We value her business and look forward to servicing 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 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-2 “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 $100 service fee directly to the independent service contractor for his diagnosis time. The buyout of $328.50 is based off of what HBRWC would have paid out for this claim, regardless who it is dispersed to. If it was processed as a buyout to [redacted] or if the water heater was replaced by HBRWC. $328.50 is the amount we pay.   $313.50 (50 gal gas water heater) $115 labor to install -------- $428.50 - $100 service fee = $328.50 replacement buyout  A phone call was placed to [redacted] and her phone was out of her service area. You are not able to leave a voice message. As a gesture of goodwill, the $100 service fee was reimbursed to her. She should expect the check in approximately 10 business days. We regret we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We respectfully request the Revdex.com consider this matter closed.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:  This all started May 26th, 2016...today is August 3rd, 2016 and the unit is still not repaired.  The incorrect phone number they had on my account I noticed the first time they emailed me and I promptly called in to correct it (I've never had that number and don't know who it belongs to - not even same area code).  Their lack of a sense of urgency - which basically is a lack of contacting me or responding to me or following up on their courses of actions prompted this entire scenario.  I have never registered such a complaint in my life (45 years) and hardly even complain at a restaurant if food is bad, so this is not what I live for.  I do believe however that the fact I've had to call everyone multiple times to push this forward and to still be here without that AC for June / July in Georgia is absolutely unacceptable service.  Even their in-house customer service personnel told me from start to finish this should have been a 2-week situation.  It has been nearly 2 1/2 months and still not resolved.  I not only paid to be their customer last year, I renewed my subscription this year as well, paid their required costs associated with everything which makes me a paying customer and not a panhandler and yet I still have to pursue them to get anything done.  It wasn't until Monday when I called from 2 phones (at the same time), spoke to three operators, was on the three calls a grand total of 1 hour 23 minutes that I finally got a response.  I kept being told that the service company had already been authorized to perform work - when I called Omega Heating & Air (authorized service partner of 2-10 Home Warranty) they told me they had not received any authorization.  I offered to call Omega Heating and Air while I was on the phone with 2-10 so they could get this resolved so we could move forward...that offer was rejected twice.  I finally was able to secure an authorization code number ([redacted]) which was the 2-10 authorization code to Omega.  Once  I got this I called Omega and supplied that code and to my surprise - they were able to accept and promise a repair date (8/3/16)...no one has knocked on my door yet.All the while, I have stayed home for 5 days waiting on service technicians/appts., I have had no AC for the hot part of the Spring and entire summer in this part of the house and we welcomed home our newborn son on 6/15/16...to an 88 degree home...I have worked for service companies myself, distribution companies, manufacturing companies and in all three we have customers; when we show a customer an attitude of indifference and then offer lame excuses of "summer weather creates higher demand and slower turnaround times" then the company simply shows their ignorance to their seasonal issues and a lack of properly staffing and planning to handle the heavy workloads.  I fail to see how that excuse satisfies this entire situation or even remotely comes close to addressing the issue.  Again, I am a paying (paid) customer and this is how difficult this has been.  I have detailed notes of every phone call I've made, who I've spoken with, how long the calls have taken, what was said/promised, for both incoming and outgoing calls, as well as all emails to and from me to illustrate the absolute absurdity of this situation.  Feel free to contact me anytime to explain / apologize but please don't handle me like an it and justify this situation as not standard protocol, etc.  I've read way too many comments on the Revdex.com site that show this cycle of behavior to be more the norm year round and not the exception.
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 June 15, 2016, [redacted] reported. A supervisor contacted Mr. [redacted] regarding his complaint. He would like more control on who HBRWC sends to the home. Mr. [redacted] expressed that he would just like to cancel his warranty. He was given instructions on how to cancel.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced. We 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 (“2-10 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.
 
Our records indicate on February 2, 2018, Mr. [redacted] reported his washer is shooting water out of the top and not draining. The independent contractor, [redacted] was dispatched to evaluate the washer further. Then [redacted] was being non responsive to both Mr. [redacted] and 2-10 HBW. It was not until February 18, when a representative was able to get a hold of [redacted]. The office personal said they were closed but will contact Mr. [redacted] the first thing in the morning. Mr. [redacted] called in the next day advising he is still waiting for the contractor to get the part to do the repair and now would like to know the buyout amount. It was explained that we do not have their diagnostics yet in order to determine the buyout. 2-10 HBW was looking for another contractor to service when finally [redacted] was contacted with their diagnostics. [redacted] reported; found the door boot is leaking and the drain pump is burnt out. The door boot is on a 2 week back order with their supplier. Mr. [redacted] was offered the repair buyout which he rejected. The parts information was sent to our parts research team to see if we could locate the parts sooner. The parts were found to be in stock and the parts were ordered with an ETA of 2/24/18. Due to the delay, Mr. [redacted]’s service fee was reimbursed. [redacted] has reported online, the repairs are completed. A representative has left a voice message with Mr. [redacted] to confirm the washer is repaired.
 
2-10 HBW apologizes to Mr. [redacted] on behalf of the independent contractor assisting with the service of the washer. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. There are instances where an independent contractor will be non-responsive or will delay getting back to us or will drop a claim. Issues like this are out of our control. This is located in the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” This means 2-10 HBW is not responsible for an independent contractors actions. However, we will do everything possible to expedite the repair. [redacted] has been reported to our contractor relations. Mr. [redacted]’s concerns assists our contractor relations department as to the contractors that do not live up to our expectations.
 
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 in which we indicated we have exhausted all of the network contractors in her area. If [redacted] will not do the work, we do request that she locate her own contractor. This is explained in the Agreement under the Terms & Conditions, A-1.
 
It is not noted that [redacted] was a no show or as to why they did not want to do the work. Due to [redacted]’s dissatisfaction with [redacted], they have also been sent to contractor relations to address.
 
We apologize, we will not be offering any compensation to [redacted] as we stated in our previous response, we are not liable for such expenses. The rebuttal provides no additional information. 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

Initial Business Response /* (1000, 5, 2015/12/24) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located [redacted]'s Limited Home Service Agreement ("Agreement"), effective...

June 1, 2015 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 November 30, 2015, Ms. [redacted] contacted HBRWC and reported her dishwasher would not turn on and sparking. The independent service contractor, [redacted] was dispatched to the property to evaluate the claim further.
On December 8, 2015, the technician found the power supply had a loose wire. The only repair needed was to repair the loose wire. Our records do not make any mention of the technician placing blame on the independent service contactor, [redacted]
[redacted] was dispatched out to the home for a dishwasher claim on June 11, 2015, where Ms. [redacted] reported the dishwasher was leaking. Their findings were a door gasket was faulty and float switch is shutting off. There was a 5 month difference between the 2 claims. If there would have been an electrical issue, it certainly would have occurred soon after the first repair. Under the Agreement page 3: Who pays what? "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."
As a gesture of compromise, and not an admission of fault or liability, HBRWC has reimbursed Ms. [redacted] her $75 service fee. She should receive the check within 7 to 10 business days.
HBRWC would again like to apologize for any inconvenience Name may have experienced. We would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We look forward to serving her future warranty needs.
Sincerely
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have only lived in the house since June. After [redacted] fixed the float (they had to pull out the dishwasher to do so), I noticed that the breaker would trip 90% of the time when using the dishwasher. I didn't put it together. The technician at [redacted] wrote on my invoice that the problem was because Universal cut a wire when pushing the dishwasher back into place, as well they did not put electrical taps on loose wires nor put them back in the junction box. Since [redacted] fixed it, the breaker no longer trips. However, it now appears to be leaking from the right side. I'm waiting to confirm this after a few uses.
I greatly appreciate Home Buyers' reimbursing me the $75 to me. I have not yet received it but hope to receive it soon. Thank you again.

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 20, 2016, [redacted] has indicated what was reported. When [redacted] was relayed to us that their second visit was not related to the first issue. There would be a service fee due per the Agreement on page 3 under Who pays What? “Multiple visits to remedy the same problem require only one service fee.” Perhaps better judgement should have been used by the representative who discussed this with [redacted]. We will have her concerns toward the representative reviewed and addressed internally so we may make corrections and continue to improve our service. The contractor online has reported the work is complete.
 
HBRWC would like to apologize for the experienced she had with the customer service representative and the contractor.  As requested in her desired settlement, her warranty that went into effect on July 16, 2016 has been canceled flat without penalty. It will take approximately 10 to 15 business days for her to receive the check..
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by 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 the independent contractor, [redacted] reported Mr. [redacted] has a detached garage and it was explained to Mr. [redacted] that this is not eligible for coverage. Per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 1. that are located at the covered address shown and within the perimeter of the main foundation of the principal residence or the attached garage.” This means, since the garage is not attached to the home it is not eligible for coverage.
 
[redacted] also reported the flood lights on the front and back of the house do work. The metal brackets that support the flood lights were broken. The technician advised that this is not due to normal wear and tear. The metal just didn’t break. Something must have hit it and caused the metal brackets to break. Mr. [redacted]’s Agreement went into effect on November 29, 2017; [redacted] confirmed the damage had been like this for some time and certainly before the Agreements effective date. Normally the brackets that support the light fixture in place is not part of the fixture. It is an item that can be purchased separately unless it is all one piece. Even if the brackets were determined to be part of the fixture, [redacted] reported this was not caused by normal wear and tear but by something hitting them. Per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 2. that do not perform their primary function due to normal wear and tear; … 3. are in place and in good and safe working order at the beginning of the Service Agreement.” In addition; B-9. “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): misuse or abuse,”
 
We do apologize if Mr. [redacted] feels a representative may have misinformed him about his detached garage. We regret that we cannot be of further assistance in this regard. 2-10 HBW has honored their obligations as specified in the terms and conditions of the Service Agreement.
 
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 June 29, 2016, [redacted] reported her washer was not draining.
Independent service contractor, Home Appliance Solutions was dispatched to the home. They had not reported their diagnosis. [redacted] called in on July 7, 2016 on status, so the representative called Home Appliance and they reported the bearings seized and clogged up the pump. They do not service bearings. Another contractor was needed but we could not find any that could service in a timely manner. A representative offered an out of network contractor and the guidelines were sent to her. [redacted] was able to locate a contractor. The technician reported “the inner and outer tub failed, not allowing the unit to work properly.” The technician advised to replace the washer because it is not worth the repairs. [redacted] was offered a comparable washer or replacement buyout in the amount of $922.00. [redacted] accepted the buyout.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her business and we look forward to serving his future warranty needs
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:The contractor was here on Friday12/1/2016 and replaced air flow restriction and adjusted drain. My refrigerator is still leaking water.  I called the contractor and he informed me that he cannot fix the problem.
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 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]

Initial Business Response /* (1000, 5, 2015/07/24) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted]. We have located [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We sincerely apologize for any frustration or inconvenience that [redacted] has experienced. Our records indicate that the claim placed for her air conditioning system is eligible for coverage and that we have authorized for the service contractor to replace the failed control board. The service contractor initially replaced the blower motor, but we regret that the control board also failed. The service contractor has received the parts, and HBRWC will continue to follow up with the contractor to request that the appointment for repairs be scheduled as soon as possible.
We appreciate [redacted] bringing this to our attention. HBRWC strives to provide fast, reliable service and anything less is unacceptable. Once the repairs are completed, HBRWC will have this matter evaluated internally regarding the delays that have occurred to determine how to prevent such delays in the future.
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]

Initial Business Response /* (1000, 5, 2015/08/07) */
Revdex.com Case #XXXXXXXX
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("2-10 HBW") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
Our records indicate that [redacted]...

requested air conditioning service on June 19, 2015. 2-10 HBW dispatched her service request to the independent service contractor, Rawls Mechanical Co LLC ("Rawls"). Rawls reported on June 22, 2015 that the indoor evaporator coil had an internal restriction and needed to be replaced. 2-10 HBW authorized Rawls to replace the evaporator coil and submitted the part order. The part did have to be re-ordered as Rawls had not provided the correct delivery address. Per Section E-9 of [redacted]'s Limited Home Service Agreement ("Agreement"), it states: "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties." Once we were made aware of the issue it was immediately corrected and a new part order was created for Rawls to pick up.
On July 2, 2015, Rawls called 2-10 HBW to advise the replacement was completed but found an additional issue with the outdoor unit upon turning the system on. 2-10 HBW requested Rawls to provide a full diagnosis of the outdoor unit. On July 7, 2015 Rawls reported that they had performed a leak test and found the condensing coil was clogged and the outdoor unit would also need to be replaced, in which 2-10 HBW had approved. Equipment was ordered on July 10, 2015 and Rawls updated that the replacement was completed on July 23, 2015.
2-10 HBW apologizes to [redacted] for the delay she experienced. We strive to provide fast and reliable service to all our customers and anything less is unacceptable. This matter will be investigated internally.
2-10 HBW respectfully requests that the Revdex.com close this case as the replacement has been completed as [redacted] requested. She now has a completely brand new air conditioning system. We thank [redacted] for bringing these matter to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
Office of the President
2-10 Home Buyers Warranty of [redacted], Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the explanation of how the repair process was handled. 2-10 did not know where the part was or have any tracking information available to the customer or Rawls which is unacceptable. If you contract a company, you are ultimately responsible for their performance on your behalf. My part sat in a warehouse for days, resulting in a longer delay, because no one knew where it was located. Better relations with the companies you employ would better serve your customers.

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]

The Office of the President at Home Buyers Warranty Corporation VI (“HWBVI”) is in receipt of the complaint submitted under case number [redacted] by [redacted].  We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the...

opportunity to review and respond.   In her complaint, [redacted] states that she received poor service, including lengthy hold times with HBWVI, delays in service, and denied claims.  We would like to begin by apologizing for any inconvenience that she experienced during the claims handling process.  We acknowledge that hold times when calling our company have been inordinately long, due to an unexpectedly high call volume.  This was particularly true in the beginning of June.  In order to rectify this, HBWVI has hired and trained additional representatives and is actively working to reduce any hold times until they are minimal if not non-existent.    On June 7, 2016 [redacted] placed the refrigerator claim with us.  This claim was dispatched to the independent service contractor All Brands Appliance.  As [redacted] noted, the contractor did state on June 17, 2016 that the refrigerator was cooling fine, but that the interior plastic lining in the refrigerator door was physically damaged.    It is correct that we do not offer coverage for physical damage pursuant to sections 2 and B-8 of the Agreement, since the contractor reports this refrigerator was damaged and it was not caused by normal wear and tear.  We acknowledge that [redacted] does not agree with this diagnosis.  As a gesture of goodwill, we would like to offer [redacted] two options to move forward:  HBRWC can send out a second opinion to determine if a new contractor will find a different diagnosis.  As an alternative, [redacted] may also obtain her own contractor and submit their findings to HBRWC via telephone ([redacted]) or email ([redacted]).  We would note that we must receive the report prior to any repairs being completed.   Similarly, HBRWC requests that [redacted] please submit a copy of the invoice for the Plumbing repairs she had performed so we may review this further.  We would note that [redacted]’s Agreement does state on page 3 that, “Service performed without prior authorization will not be paid.”  With that said, we do agree that no water to the home would be classified as an emergency and would like to review her invoice to see if we can offer any reimbursement.  Upon receipt of the invoice we will reach out to [redacted] to discuss this further.   We appreciate [redacted] bringing her concerns to our attention as we do take these matters seriously.  We await her response and request she contact our company via the telephone number or email address listed above to advise how she would like to proceed in obtaining the second opinion for her refrigerator, as well as to submit the Plumbing invoice for work she had completed.   Sincerely, [redacted] Office of the President Home Buyers Warranty Corporation VI Tell us why here...

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 system is not working. Independent service contractor, [redacted] was originally dispatched to the home but they were not willing to work with us. They were sent to our contractor relations department to investigate the contractor. Independent service contractor [redacted] was then dispatched to the home and reported the compressor had shorted out. HBRWC stayed with [redacted], they were authorized to replace the system. There was an internal error made and another contractor was sent a dispatch after [redacted] but was canceled. A representative of this department contacted [redacted]. They have a scheduled appointment with Mr. [redacted] for system replacement on August 31, 2016 due to he is presently out of town.
 
We acknowledge the delay that occurred due to one of our independent contractor was preventable. We also have acknowledged his statements regarding his customer service experience he received. We would like to thank him for bringing his concerns to our attention as we do take these maters seriously. This enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporatio

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