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 [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

Revdex.com:
The response received is partially correct. I did speak with Mr. [redacted] following his filing of this response to you and cleared up some confusion he had about my case. We did orginally use [redacted] plumbing back in December. When he references December, this was our attempt to have the original situation resolved that [redacted] did not handle. My request to use our own contractor was because I did not agree with the fact that this contractor should be given a second chance to resolve an issue. By the end of December, we were not able to have our own contractor out to resolve the issue due to him being busy with his own home warranty business, and that is why I contacted 2-10 about the problem and dissatisfaction with [redacted] and that it had taken so long for us to get this issue resolved. Following my discussion with Mr. [redacted], he fully understands the issue and complaint and has agreed that we should not have been told that we would be responsible for an additional $100 deductible to rectify an issue that wasn't resolved initially. The hot water tank was collateral damage to a failed pressure regulator in our home. We have had the regulator replaced on our own and Mr. [redacted] has requested that we provide him an invoice for the work that was done and we will be reimbursed. I am satisfied with this resolution.
[redacted]

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

respond.
 
Our records indicate on January 20, 2017, Mr. [redacted] reported online that there is dampness on the ceiling below the upstairs shower. A leak is suspected from the shower drain. The independent contractor, [redacted] was dispatched to the property and reported “the drain gasket for the shower drain is leaking around the drain” per the Agreement on page 5 under Plumbing, the items included for coverage; “Water drain, waste or vent pipe leaks or breaks”. This means there must be a break or a leak within the plumbing to be eligible for coverage.
 
However, the plumbing drain is not leaking, but rather the gasket between the shower-base pan and the plumbing drain has worn causing the leak. The purpose of the gasket is to prevent water from leaking between the shower-base pan and drain. The gasket is not within the plumbing but outside and not eligible for coverage per the Terms & Conditions 4; “are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;” Gaskets are not included as an eligible service. In addition, fixtures are excluded from coverage under Plumbing exclusions “EXCLUDED: fixtures, shower-base pans, strainers, caulking, grouting”. If Mr. [redacted] can show us it was indeed the drain line leaking and not the gasket, we will reevaluate his claim.
 
We regret, we are unable to reimburse any additional amount. We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on July 21, 2017, [redacted] reported her air conditioner is not cooling. For sooner service, she requested to use her own contractor. The representative explained the guidelines as well as email them to her. Number 1 of the guidelines explains how we will only pay what we would pay a network contractor. Number 5 explains how the customer is responsible to pay their contractor and how to be reimbursed.
 
“1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 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 network. Also, 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.
 
5.     After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursement. Please mail your request for reimbursement after we have authorized/adjudicated the claim to:
 
[redacted] or
Fax:
[redacted]
[redacted]
 
You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.”
 
In addition, Number 1 of the guidelines which explains how reimbursement is calculated is also locate in the Agreement under the Terms & Conditions; A-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)”.
 
On November 24, 2017, the representative has noted that she did lose the contractor information and tried calling the contractor back but received a busy signal. The diagnosis was received later that afternoon. The contractor reported the indoor blower motor was not working. His cost for the motor and labor was $1,309. This cost is much higher than what a contractor in our network would charge. $150 blower motor. $105 labor. The claim was authorized for $255 - $100 service fee = $155. The notes do not reflect a supervisor offering full reimbursement. On July 26, 2017, a representative offered the $155 reimbursement. The customer advised she has a recorded statement from a representative that we would reimburse $369. Due to the confusion on this claim, a representative offered to reimburse $369 and $100 service fee. [redacted] accepted the reimbursement.
 
HBRWC apologizes in advance if any of our customer service representative(s) assisting with her service gave her misleading information as we do take these matters seriously. Her customer service concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

opportunity to review and respond.   Our records indicate on May 18, 2016, [redacted] reported the Samsung refrigerator was not cooling, freezing or making ice. HBRWC was having a difficult time locating a contractor that services Samsung. Sears was able to service but not for 5 days. We offered [redacted] and offered Sears or they can acquire their own out of network if they could service sooner. Independent service contractor, Sears was dispatched to the home to make the repairs. On June 7, 2016, [redacted] called and said Sears was out and made the repair to the Fridge and ice make, however the ice maker is still not working. Sears was sent a recall but could not service the customer until July 11, 2016. Sears diagnosed and again but would not be able to install the parts until August 18, 2016. Sears was sent to our contractor relations division to investigate and address. They should not be going out on a service call, then tell us that they cannot install the parts for another 3 weeks when the parts are readily available. On July 21, 2016, we offered a comparable replacement refrigerator or a replacement buyout to [redacted]. [redacted] decided to take the replacement buyout.   We are understanding of the [redacted] situation and we apologizes to them for the experience they had concerning the delay to their claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Their concerns enables us to make corrections and continue to improve our service. We value their business and we look forward to serving their future warranty needs   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/07) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and applicable claim. ...

Thank you for the opportunity to review and respond.
HBRWC would like to begin by apologizing for any frustration or inconvenience that Mr. [redacted] may have experienced during the claim handling process. Section B-1 of Mr. [redacted]'s Agreement states that, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
As an alternative, HBRWC did offer cash in lieu of repairs for a total of $65 - HBRWC's cost to replace the compressor. Mr. [redacted] accepted this offer after the compressor was initially replaced. IN addition, HBRWC reimbursed Mr. [redacted]'s $100 service fee as a gesture of goodwill. When accepting the $65, Mr. [redacted] did acknowledge that in doing so, HBRWC would not offer any further assistance with his refrigerator for the remainder of this contract year.
We would like to thank Mr. [redacted] for bringing this to our attention as we do take these matters seriously. We look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response, but I am not satisfied with how they handled my problem. The refrigerator was more than 20 years old and should have been replaced. I am now awaiting delivery of a new refrigerator I had to purchase myself.

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.A phone call was placed to Independent contractor, RCI to see if the sprayer was installed as noted in the claim notes. The office personnel contacted the technician and found that [redacted]. was correct and the part was not installed due to Delta had sent the incorrect part. They believed the part was no longer available. RCI apologized for the miscommunication and as a request, priced out a comparable Delta faucet for [redacted]. HBRWC was not aware that the repairs were not completed. All of the contractors that are utilized by HBRWC are independently owned and operated. We have no right of control over their actions. We acknowledge the delay that occurred by RCI was preventable and we will have this matter investigated further internally so we may make corrections and continue to improve our service.Even though the agreement states.  ”• Faucets and faucet handles (chrome builder’s standard used when replacement is necessary)”. HBRWC felt it appropriate to offer a like-kind replacement to settle this matter.  There was a call placed to [redacted]. and she stated she has already ordered a new faucet on line. She accepted a buyout for the faucet that was priced out by RCI. RCI and [redacted]. have agreed once she gets the faucet in the mail, RCI will do the install. [redacted]. is satisfied with this resolution. Again we apologize for any frustration or inconvenience that [redacted]. experienced due to the delay that occurred. We do take these matters seriously. We look forward to serving her future warranty needs.Sincerely,Office of the PresidentHome Buyers Resale Warranty Corporation Tell us why here...

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.
 
Our records indicate Mr. [redacted] called in on March 30, 2018 and has taken a cash buyout in lieu of the repairs for his heat pump system. It will take approximately 10 to 14 business days to receive the check. Our notes do not indicate he has contacted 2-10 HBW concerning his vent hood.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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 number XXXXXXXX by [redacted]. We have located Mr. [redacted]' Limited Home Service Agreement and applicable...

claim. Thank you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. We regret that there was a delay in this claim while HBRWC attempted to locate the correct part to replace Mr. [redacted]' leaking condensing coil. On June 10, 2015 we authorized to have the service contractor to replace the entire outdoor unit to avoid further delay. However, this part was not available either.
For this reason it was determined that the outdoor unit would need to be replaced with a new R410A, 14 SEER unit. This would not be compatible with the existing equipment. Mr. [redacted] did accept the non-covered costs associated with upgrading the indoor equipment to be compatible with the outdoor unit that we were able to provide. On June 17, 2015 the replacement equipment was ready for pickup. On June 18, 2015 the independent service contractor replaced the system.
We again apologize for any inconvenience that Mr. [redacted] may have experienced. We appreciate him bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs.
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
I will not renew the contract.

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

respond.
 
Our records indicate on October 10, 2017, [redacted] reported his refrigerator is still leaking and it has not been fixed since the last contractor came out. The representative waived the service fee and dispatched [redacted]. The technician reported the ice maker door solenoid is shorted, ice door flap and spring are broken. The only time ice maker and water dispensers are eligible for coverage is when the Supreme Protection option is purchased. As stated in the Agreement under Kitchen Appliances; “Supreme Protection (OPTIONAL COVERAGE) Kitchen Refrigerator: ice maker, ice crusher, beverage dispenser and their respective equipment”. This option was not purchased. [redacted] was advised that the ice maker is not eligible for coverage. [redacted] paid [redacted] directly to complete the ice maker repairs.
 
Then on November 22, 2017, [redacted] called and stated that is refrigerator is not cooling or freezing. [redacted] could not make it out until November 29, 2017 to warranty their work. A representative of this department called [redacted] and explained that his Agreement, as it is now has a dollar limit set forth for all kitchen appliances of $400.00.  The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances - $400 per appliance.  Purchase of the Deluxe Appliance Coverage option removes this limitation".  This option was not purchased. The representative offered the $400 as a buyout to put toward his new refrigerator and [redacted] accepted. The agreement does not cover for compensation as stated in 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.”
---
We do empathize how frustrating it can be with a malfunctioning refrigerator. 2-10 HBW apologizes for this inconveniences. His feedback allows our company to serve our customers better. We value his business and we look forward to serving his 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”) and applicable claim. Thank you for the opportunity to review and...

respond.   Our records indicate on June 11, 2016, [redacted] reported his air conditioner is not reaching the desired temp and making noise. The independent service contractor, Adjustable Plumbing Heating & Cooling Services (“Adjustable”) was dispatched to the home and found the capacitor failed and the technician replaced it. Adjustable was called back out and this time found the compressor and condensing fan motor had failed. The contractor was approved to complete the repairs and the equipment was ordered. The recall work order was sent without a service fee due but Adjustable collected it. This has been reimbursed to [redacted]. We ask him to please allow approx. 10 business days to receive the reimbursement. On June 29, 2016, the contractor reported the wrong compressor was ordered. On July 5, 2016 a different compressor was ordered that HBRWC found was to be acceptable size, however the contractor wanted the same btu compressor. His compressor was located and ordered on July 6, 2016. On July 14, 2016, the contractor reported he completed the install of the condensing fan motor and compressor.   HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay of the compressor order. 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. His concerns enables us to make corrections and continue to improve our service. We value his business and we look forward to serving his future warranty needs   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
A representative of this department has contacted [redacted] to check on the status of the refrigerator claim. [redacted] has acknowledged that the parts were installed on October 20, 2016. On October 21, 2016, a courtesy call was placed to Mr. [redacted] to confirm the refrigerator is up and running. A voice mail was received and a message was left to please contact us if this is not the case.
 
Concerning the vent hood. [redacted] unfortunately does not work on his brand of vent hood. Our dispatch department was not able to locate any other network contractors in the area to service the vent hood. The dispatch department called Mr. [redacted] and requested that he contact his own contractor. The representative also emailed Mr. [redacted] our out of network contractor guidelines to follow. There will be no service fee due for Mr. [redacted]. There are times when we do not have contractor availability. Per the Agreement under the Terms & Conditions C-3; “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 and call us for prior authorization to perform service. Your service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements.” If Mr. [redacted] has any further issues or questions concerning either one of these claims, we request he contact us directly at ###-###-####.
 
HBRWC would again, like to apologize for the inconvenience and delay Mr. [redacted] has experienced.  We value his business and look forward to hearing from him soon.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: 11418065
I am rejecting this response because: I have replied to this business with the following email:Hello Mr. [redacted], I have contacted [redacted], the owner of Five Star Home inspections, as he is also the one that performed the inspection. He is preparing a report to be forwarded to you regarding his findings on the condition of the air conditioning system, in which he will edit out any information not related to this issue. He expects to have this report to me by Tuesday, May 3, or Wednesday, May 4. he has also given permission to give you his contact information, and I encourage you to contact him directly and discuss this with him.[redacted]Owner / InspectorFive Star Home Inspections[redacted]
 [redacted]As far as your proposed settlement is concerned, please be informed that the quote of approximately $1200 is in addition to the $100 service fee that I have already paid Mr. Young, which would bring the total to approximately $1300 altogether. I made this claim in good faith, expecting your company to honor it in good faith. I must admit, I am completely baffled by the fact that the assessment by the contractor that your company sent was not good enough, and I feel that with the addition of the report being sent by Mr. Brown, and his agreeing to discuss this with you personally, that this should be sufficient for your company to honor the original claim.Regards,William Baumgartner  As of this writing I have not heard back from this company. 
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.
2-10 Home Warranty is a unethical business and it will be pointless to expect them to be anything other then that. And I hope that Karma and God punishes them for how they treat their customers.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
Our customers are more than welcome to use their own contractors, however, they will pay retail. 2-10 HBW will only consider reimbursement of the costs that a network contractor would have charged for the eligible repair or replacement. The cost for a customer to use an out of network contractor is usually significantly more than using a contractor from our network. A contractor out of our network 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 the customer will be responsible for the difference. In addition, there are stern guidelines that must be followed when a customer uses a contractor outside of our network. When a customer chooses to use their own contractor, they must also pay their contractor up front.
 
If there are allegations against a contractor’s workmanship, the contractor should have the opportunity to warranty their work. If a customer decides to use a different contractor to correct the previous contractor’s work, then yes, the dispute for reimbursement would be between the contractor that did not have the opportunity to warranty their work and the customer.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the [redacted] at Home Buyers Warranty ** ("HBW**") is in receipt of the additional information submitted by [redacted].  Thank you for the opportunity to re**ew further. We apologize if Ms. [redacted] feels dissatisfied in anyway regarding the terms and conditions of her Limited Home Ser**ce Agreement ("Agreement").  None-the-less, as our pre**ous response indicates, her Agreement does state that HBW** does not offer coverage for cosmetic features, that we do not match brand, and that when issuing cash in lieu of repairs the amount is based on the costs that HBW** would pay and not retail costs. We acknowledge Ms. [redacted]'s statements about her Facebook complaint.  We apologize for any delay in our response and will investigate this further so we may try to locate the message in question. Sincerely,[redacted]sOffice of the [redacted]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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable service request. Thank you for the opportunity...

to review and respond.
Our records indicate that on March 23, 2017, Ms. [redacted] reported an issue with her water heater leaking from the bottom and had rust/corrosion. She first advised that failure was noticed on February 28, 2017 which is the same day her Agreement went into effect. HBRWC advised at that time if the failure was caused by the rust/corrosion, it would not be eligible for coverage. It was explained that rust/corrosion takes time to develop and we do not cover units that are not in good and safe working at the effective date of the Agreement. Ms. [redacted] then advised HBRWC that failure was actually noticed on March 9, 2017. HBRWC reiterated the possibility of the service request being ineligible. Ms. [redacted] still requested service be set up for the unit.
HBRWC dispatched the service request to independent service contractor, [redacted] (“[redacted]”). [redacted] reported their diagnosis on March 27, 2017 and advised the unit was leaking from the bottom due to the rust and corrosion. HBRWC denied the service request per Terms and Conditions #3 of Ms. [redacted]’s Agreement, due to: “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test. A covered item passes a visual inspection if the item is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated.”
Due to this information, HBRWC will stand on the denial of Ms. [redacted]’s service request. We are, however, be happy to reimburse her service fee of $75.00 under the Even If clause of her Agreement, which states: “The ‘Even If’ Service Fee Guarantee is exclusive to 2-10 HBW and is our commitment to the coverage we offer and to doing things the right way. ‘Even If’ an item isn’t eligible for coverage, and we dispatched a service contractor, reimbursement of the paid service fee may be requested. ‘Even If’ also means if the same part that was serviced fails again within the duration of the Service Agreement, you will not be charged a new service fee. Service performed within the last 30 days of the Service Agreement will be guaranteed for 30 days.”
We have already authorized this reimbursement and Ms. [redacted] should receive a check in the mail in approximately 7 business days at the property address. HBRWC would like to thank her for bringing these concerns to our attention as we do take them very seriously.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: The $75.00 has not been refunded as of now
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/08/05) */
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 apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process. Our records indicate that the independent service contractor [redacted] reported on June 15, 2015 that the compressor had failed and would need to be replaced. HBRWC ordered a replacement compressor, which was available for pick up on June 17, 2015. At that time, HBRWC requested the contractor contact the customer to schedule a repair time.
On July 6, 2015 [redacted] contacted HBRWC and advised that they had not been contacted by the contractor for scheduling. We apologize for this delay. HBRWC strives to provide fast, reliable service and anything less is unacceptable. This has been reviewed internally to prevent such delays from occurring in the future.
Our records indicate that on July 8, 2015 the contractor returned to the property and installed the new compressor. We apologize again to [redacted] for the delay that occurred. We appreciate [redacted] bringing this to our attention as we do take these matters seriously, and we look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 Mr. [redacted] reported his refrigerator is making an unusual noise. On February 12, 2018, the independent contractor, [redacted] Repair was dispatched and reported the PCB board, evaporator cover assembly and defrost heater have failed and needs to be replaced. [redacted] was to supply the parts. On February 21, 2018, [redacted] called in and advised they tried getting the parts but their supplier is not letting them know if the parts are available and not giving an ETA. [redacted] request that we locate the parts. [redacted] supplied the part numbers and the parts were sent to parts research to locate and order. LG refrigerators are made in Korea and are the parts are limited and not always readily available. Our parts research located the parts but each part must be ordered thru different suppliers. Then it was found that the physical address we have for [redacted] was not complete for shipping the parts. On March 2, [redacted] responded to our requests for their complete mailing address and the parts were ordered. Then on March 7, we were notified that the PCB board arrived damaged and the evaporator cover assembly still had not arrived. The PCB board was immediately reordered. Parts research tracked the evaporator cover assembly and found it was on back order until April 15 as the supplier was out of stock. When this part was ordered, the supplier showed the part was in stock. They had never notified us that they ran out or did not have any. Another supplier was immediately located and the part was ordered with an ETA of 3/14/17. On 3/13/18, [redacted] advised they had not yet received the evaporator cover assembly, it was reordered for overnight delivery. At this time, Mr. [redacted] was refunded his service fee. [redacted] has reported online that the repairs are completed.
 
We do understand how frustrating it can be without a properly working refrigerator during the time of repair. There are certain situations that are beyond our control. We had no control over the part arriving damaged, we had no control over the supplier not informing us the part was on backorder. We do acknowledge, [redacted] could have notified us much sooner that they could not acquire the parts thru their supplier. 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 due to obtaining parts, equipment, weather or labor difficulties.” In instances like this, we will do everything possible to expedite the repair.
 
We do apologize for any inconvenience that Mr. [redacted] may have experienced during the claims handling process.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation