Revdex.com: The response received is partially correctI did speak with Mr [redacted] following his filing of this response to you and cleared up some confusion he had about my caseWe did orginally use [redacted] plumbing back in DecemberWhen he references December, this was our attempt to have the original situation resolved that [redacted] did not handleMy 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 issueBy 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-about the problem and dissatisfaction with [redacted] and that it had taken so long for us to get this issue resolvedFollowing 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 $deductible to rectify an issue that wasn't resolved initiallyThe hot water tank was collateral damage to a failed pressure regulator in our homeWe 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 reimbursedI am satisfied with this resolution [redacted]
Complaint: [redacted] We reject this response because:The response provided by 2-Home Warranty is inaccurate and misunderstood by their leadership The contractors (which they dispatched to complete the requested repairs) provided a difference response to the Customer Service Representatives At this time the [redacted] office for 2-Home Warranty has neglected to fully review how this complaint evolved The information in this response does not address or outline the true nature of the problem The 2-Home Warranty Company (once again) has failed to address the problem with their contractors, and the warranty company failed to provide sufficient resolution to our complaint At this time we continue to reject the response from 2-Home Warranty and demand they make us whole Sincerely, [redacted] and *** [redacted]
The Office of the President at Home Buyers Warranty Corporation VI ("HBW VI") is in receipt of the rebuttal submitted by [redacted] Our notes indicate on July 21, 2017, HBW VI was prepared to replace the outdoor condensing unit with a seer R410a condensing unitThe condensing unit would be compatible to the indoor air handler, but [redacted] accepted the cash buyout instead, which is a full and final settlement of the air conditioner [redacted] then canceled his Agreement which voids all activityIn September 2016, the independent contractor, [redacted] was authorized to supply and replace the indoor air handlerHBW VI depends on the independent contractors to give us the requirements that are needed to replace equipment To be clear, all of the contractors that are utilized by HBW VI are independently owned and operatedThey are all licensed and insured and not employees of HBW VIIf [redacted] feels that the independent contractor, [redacted] was negligent in installed an air handler without pulling a permit, he wants it removed and reimbursed, his dispute is with [redacted] and not HBW VIThis is one of the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured We regret that we cannot be of further assistance in this regardHBW VI has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the PresidentHome Buyers Warranty Corporation VI
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on October 18, 2016, [redacted] reported her heating system will not turn onUnfortunately we are not able to locate a network contractor who is able to service the propertyWe asked [redacted] if she could locate a contractorWhile HBRWC makes every attempt to have coverage for every trade in a region, sometimes this is not possiblePer the Agreement under the Terms & Conditions; C-“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 serviceYour service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements.” A representative has been assigned to this claimHe has called [redacted] and has left a voice messageHe has emailed the guidelines in using an out of network contractor [redacted] has the representatives direct contact information (phone and email) HBRWC would like to apologize for any inconvenience [redacted] has experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
This solution is unsatisfactory Paying multiple service fees to have the same part replaced within the same agreement period is unfair and should be refunded If the initial contractor put in a faulty part, regardless of the reason why it was faulty, the home owner should not share the cost to fix the mistake The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr*** Thank you for the opportunity to review further Mr [redacted] is correctHe paid service fees (one for each claim) when he should have paid only oneThe reason this occurred is in May 2016, this is when the air conditioner claim was set up and a service fee is automatically dueThis gas furnace claim was set up on November 14, At the time of the gas furnace dispatch, HBRWC had no way of knowing this was related to the May air conditioning claim and the contractor is instructed to collect the service feeWe do apologize to Mr [redacted] for thisThe second service fee has been reimbursedThe check will take approximately business daysIf Mr [redacted] does not receive the check within this time, we ask he call our accounting department at ###-###-#### We would like to thank Mr [redacted] for bringing this to our attention as we do take this matter seriouslyThis 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 [redacted] at 2- [redacted] (“***”) is in receipt of the inquiry submitted under case number [redacted] for [redacted] and [redacted] *** We have located the customers Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that our customers may have experienced during the claims handling process [redacted] strives to provide professional service and anything less is unacceptable We acknowledge the complaints made regarding the customer service that the customers received and we will have this addressed internally We would like to thank Mr [redacted] and Mr [redacted] for bringing their concerns to our attentionOur records indicate that on December 24, the independent contractor [redacted] reported that the control board to [redacted] oven was operational but that the display was not showing any information The model and serial numbers on the stove were not legible, and thus at the time it was not possible for the contractor to determine which part was needed Section E-of the Agreement does state that, “Covered Eligible Equipment no longer identifiable by model and serial number are limited to $per failure.” Later that day the customer provided the model and serial number to the unit This allowed [redacted] to locate parts and offer coverage for the repair We appreciate the customer providing this information to us so we could offer further assistance The contractor was authorized to make repairs and verified that the work was completed successfullyWe again apologize for any inconvenience that may have been experienced We appreciate Mr [redacted] and Mr [redacted] bringing their concerns to our attention as we do take these matters seriouslyWe look forward to serving any future warranty needs that they may haveSincerely, [redacted] Office of the [redacted] 2-Home Buyers Warranty [redacted] ***
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] Limited Home service Agreement [redacted] has an active warranty with 2-HBWHe has not informed us by phone that he does not want to be disturbed concerning his warranty needsAn email has been sent to warranty administrations to note his warranty that he is not to be disturbed 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 claimThank you for the opportunity to review and respond Our records indicate on June 7, 2016, [redacted] reported the air conditioning fan blows but the evaporator is not kicking onIndependent service contractor, USA Services Company (“USA”) was sent the dispatchThe soonest they could service was June 9, USA reported “on line” that the control board would need replacement and they placed the order with an eta of June 15, Referencing the Terms & Agreement B-“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 difficultiesHowever, USA did not make it back out to the home until June 20, to install the control boardOn June 21, [redacted] states the technician just left after replacing the control board even though this did not fix the issueA call was placed to USA and they requested a recall work order sent to them (this would delay the claim further)This was not satisfactory and the contractor was sent to our contractor relations department to investigate and address themA dispatch was sent to a different contractor but due to the high temps in the area, the contractor would not be able to service for or more days A representative of this department made contact with [redacted] , he was able to get his air conditioner repaired within a very short period of time using an out of network contractor On page of the Agreement under Who pays what? “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” Additionally, per Section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” We are understanding of [redacted] ’s situation and have agreed to reimburse him the cost he paid outside the warranty to fix his air conditioner [redacted] has been notified of thisThis matter has been resolved satisfactory with both parties HBRWC apologizes to [redacted] for any negative experience he has had concerning his hold time with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis 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 claimThank you for the opportunity to review and respond Our records indicate on July 22, 2016, [redacted] reported his circuit breaker is tripping on the air conditionerIndependent service contractor, [redacted] was dispatched but they were unresponsive after going to the homeDue to the high temps in the area, it was difficult to locate a contractor that could service in a timely manner [redacted] was dispatch, then there were several attempts to reach themWe were able to get there report on August 2, They reported “the TXV valve is not allowing the refrigerant to flowPossible improper install and burned from torchFront of coil is burnt from overheating when it was installed.” Then the contractor refused to do the work and states this is a year old system and is under manufactures warrantyMr [redacted] was offered an out of network contractor [redacted] There report shows the TXV is in the stuck positionHis contractors cost was higher than our in network contractors cost and he was reimbursed our costSince the contractors cost was reasonable and we requested to have Mr [redacted] get his own contractor, his contractors cost should have been paid in fullWe apologize to Mr [redacted] for this and will reimbursing him the balance of the invoice as well as reimbursement of his service feeA representative of this department has called him and left a voice message with his direct contract information HBRWC again apologizes to Mr [redacted] for the experience he has had concerning his customer service experience and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time and call back time in the call centerThe independent service contractors also experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and [redacted] service, leaving a positive experience to all our customersHis 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 (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 6, 2017, [redacted] reported her dishwasher is not turning onThe independent contractor, [redacted] was dispatched and found the main control board and interconnect board had shorted [redacted] was approved to replace the partsOn August 23, 2017, [redacted] called in to advise [redacted] has had the parts since August 14, and has refused to schedule for install [redacted] was contacted and he was to check into itOn August 25, 2017, [redacted] called in stating [redacted] is refusing to schedule an appointmentThe representative attempted to contact [redacted] but it went straight to voice mail [redacted] was sent to our contractor relations division to address the contractorThe independent contractor, [redacted] was dispatched and found a thermofuse had shorted out [redacted] was approved to replace the fuse Then on August 29, we were notified by [redacted] that her dishwasher is not working again [redacted] was sent a recall dispatchThere were numerous attempts to contact [redacted] for the newest diagnostics reportIt was not until September 14, 2017, when they reported the heat element is burnt out and the thermofuse is blownVery possible the heat element causing the fuse to blowThe parts were orderedThe contractor reported that now there are access issues with removing the dishwasher to make the repairsAfter receiving this information, to settle this claim, a representative offered [redacted] a cash buyout which she accepted We do apologize for any inconvenience and delays caused by the contractors assisting with [redacted] ’s service and her hold times in customer serviceWe will have [redacted] ’s concerns reviewed and addressed internally so we may make corrections and continue to improve our service [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 claimThank you for the opportunity to review and respond Our records indicate on July 5, 2016, [redacted] reported his air conditioner is making an unusual noiseIt is set at degrees but shows degrees Independent service contractor, River City Heating & Air was dispatched to the home and reported he added lbsof r-and confirmed proper operationsRiver City was called recalled back to the home because the issue was not resolvedOn the second visit, River City reported “the system Freon levels were okThe system is running extremely high head pressure due to the fins on the condenser coil have been bent over in large areas and it is starving the unit of air around the entire unitThe unit is not operating properly due to thisDue to the unit being starved for air this unit cannot run properly.” In the contractor’s professional opinion, this was not due to wear and tear but it was caused from something hitting the unitThe contractor sent in pictures of the damage and the fins are smashed in a large portion of the coil in several areasThe claim was determined not eligible for coverage Per the Terms and Conditions B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse” We do acknowledge and apologize that there was a delay in explaining his claim was not eligible for coverageThe contractor’s pictures had not been receivedThey were requested again, when they were received, it was determine that the damage was caused by an outside force [redacted] stated he was going to get an estimateA representative of this department has emailed [redacted] requesting his contractor’s diagnosis if the failure is not due to smashed finsDue to our delay in our explanation to him, we have also requested he send in his paid invoice for his portable air conditioner he purchased of $for reimbursement HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 31, 2017, [redacted] reported online, the air conditioner is not coolingThe independent contractor, [redacted] was dispatchedOn September 13, 2017, [redacted] reported the compressor ceased up and is no longer working [redacted] was authorized to replace the compressor but did not have all of the information available to place the orderAfter numerous attempts to [redacted] , the information was received and the compressor was ordered with an ETA of 10/2/At this time, we do not why it took [redacted] so long to schedule with [redacted] or get back with us with the additional informationThe contractor was sent to our contractor relations department to address the contractorThe representative from contractor relations made numerous attempts by phone and email to contact [redacted] but they were being non responsiveAnother independent contractor was located and reported the same failureThe contractor was authorized to replace the compressorA representative has been assigned to this case until completion 2-HBW apologizes for the unprofessionalism of the independent contractor, [redacted] We do understand how frustrating it can be without a working air conditionerAll of the contractors that are utilized by 2-HBW are independently owned and operated and not employees of 2-HBWA stern criteria of the independent contractors we utilize is to provide our customer’s fast, reliable, professional serviceWe had no control over [redacted] actions when they abandoned the claimThis is stated in the Agreement in the Terms & Conditions; B- “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.” We will do everything possible to expedite the repairIt is often a difficult decision to start the claim process over with a new contractor as this does create an extended delay versus staying with the contractor who already has the parts ready for install Again, 2-HBW apologizes to [redacted] , that she did not receive the quality of service that is expectedWe value [redacted] ’s 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 claimThank you for the opportunity to review and respond Our records indicate on July 5, 2016, [redacted] reported her air conditioner is not blowing cold air Independent service contractor, [redacted] was dispatched to the home and reported the system was lbslow on refrigerant, recharged and the replaced the capacitorA recall was set up for the contractor to go back to the homeThe contractor was several hours late for the appointmentMrs [redacted] requested another contractorIndependent contractor [redacted] was dispatched and found the a/c low on refrigerant and a failed contactorMrs [redacted] called in on July 20, to put in a complaint on [redacted] for putting her off for days and never in the officeAnother independent contractor [redacted] was dispatched and reported the evap coil is leaking, the service valves are leaking and the wiring is deteriorated inside the unit [redacted] declined the work due to they do not have a pricing agreement with HBRWC and they wanted to replace the entire system including the furnace without justificationThere is nothing wrong with the furnaceThere was a replacement buyout for the air conditioning replacement less the furnace calculated and offered to the [redacted] Mr [redacted] accepted the offer as a full and final settlementThe check was sent overnight HBRWC apologizes to [redacted] for the experience she has had concerning our customer service and the contractorsWhen there is a heat wave throughout the United States, this can create higher than calls and call backs in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our serviceWe appreciate [redacted] for bringing this to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closed as she has decided to cancel her warranty 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 Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) that went into effect November 16, and applicable claim Thank you for the opportunity to review and respond Our records indicate on November 19, 2016, Mrs [redacted] reported her water heater was leaking from the top and the bottomWater heaters have a minimum year manufacture warrantyThe representative did not realize that the water heater was probably still under manufactures warrantyThe buyout includes the cost of the water heaterMrs [redacted] Agreement does not include our Supreme Protection option which would pick up many of the out of pocket costsThe replacement buyout is calculated as follows: $- contractor installation labor $– gallon water heater ----------- $- $service fee = $replacement buyout As Mrs [redacted] stated, she accepted the replacement buyout and the buyout was processed on November 22, This is a full and final settlementOur accounting department received a cancellation letter form Mrs [redacted] on November 29, 2016, days after the Agreement effective dateMrs [redacted] paid $for the Agreement $ Agreement $-water heater replacement buyout ------------- $refunded to Mrs [redacted] The Agreement was cancelled as stated in section F of her Agreement, which states: “The Service Agreement may be cancelled within the first days for a full refund, less any claims paidAfter the first days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $processing fee”HBRWC did not take out the $processing fee or 10% premium chargeSection F clearly explains how the Agreement is cancelledWe regret that we cannot offer a full refund of her AgreementHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement HBRWC would like to apologize for the inconvenience Mrs [redacted] may have experienced toward the contractorAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCThe non-covered charges are paid directly to the independent contractorThese funds are kept by the contractor and not transferred to HBRWCThere is very little negotiation of the non-covered charges with HBRWC and the contractorDue to Mrs [redacted] dissatisfaction with the contractor, her complaint has been forwarded to our contractor relations department to address the contractor Sincerely, Office of the PresidentHome 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 meHome Warranty has decided to honor my warranty and replace my furnaceI would like to close my complaint with your organization Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I was lied to for almost an entire year before anyone advised me the issue was not coveredI still do not have confirmation that this is the issueThe guy I spoke to from the company Nelson thought it could be it but as far as im aware he is not a plumberI was lied to by several employees and plumbersThis is unacceptable business to meIf nothing else can be done please publish this review on the Revdex.com site 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 claimThank you for the opportunity to review and respond Our records indicate on June 15, 2016, [redacted] reported her central vacuum had no suctionThe independent service contractor, [redacted] was sent a dispatchOn July 6, 2016, [redacted] called and stated she was told she could use her own out of network contractorShe had her own contractor replace the motor and had sent in the invoiceThe representative explained that his was without our prior authorizationPer the Agreement on page “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” In addition, under the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” The claim was determined not eligible for coverage due to no prior approvalWe are understanding of the [redacted] situation as they misinterpreted the agreement and we did have notification of claim prior to repairs being doneAs a goodwill gesture, a supervisor has decided to settle with the [redacted] We request they wait approxbusiness days to receive the check HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 27, 2018, Mrs [redacted] reported her heat pump is not heatingThe independent contractor, [redacted] was dispatched and reported there was a leak in the evaporator coil located inside the indoor air handlerThis was sent to parts research to locate the evaporator coilSince the evaporator coil is located inside an air handler, it is Original Equipment Manufacturer (OEM) part This means that the identical evaporator coil has to be ordered, as a universal evaporator coil would not be compatibleThe supply research team found that the coil is on backorder at the factory with no current ETA Due to the backorder, we were looking at replacement of the air handlerThen we were notified by [redacted] that the coil was available but their supplier advised there was a - day delay2-HBW ordered the coil insteadWhen [redacted] received the coil, it was the wrong coilThis went back to parts research and they confirmed the evaporator coil is no longer availableThe only decision is to replace the air handlerSince the air handler is located in the attic, there are space restrictions for the new air handlerThere was a delay in locating an air handler that would fit in the attic but it was locatedThe air handler was ordered with an ETA of 3/23/The contractor was updated and a voice message left at the [redacted] residence with the status as well as some out of pocket costs that the Agreement does not coverMrs [redacted] ’s service fee has been reimbursed to assist her in these costsIt will take approximately to business days to receive the check There are some things that our out of our controlWe had no control over the back ordered delay of the OEM coil and to later find out it was no longer availableThis is explained in the Agreement in the Terms & Conditions, B-9; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” We acknowledge that there were opportunities to provide Mrs [redacted] with better communication and some of the delays that occurred were preventableWe will have this matter reviewed further internally so we may make corrections and continue to improve our serviceWe apologize to Mrs [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer service In Mrs [redacted] ’s desired settlement, she is requesting compensation for her electricity billExpenses such as this are not covered under the AgreementThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” With this said, we regret that we will not be offering any compensation toward her electricity bill as we are not liable for such expenses Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ 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 claimThank you for the opportunity to review and respond We apologize for any frustration or inconvenience that Ms [redacted] may have experienced during the claim handling processHBRWC strives to provide professional service and anything less is unacceptableWe will have the telephone call that Ms [redacted] described evaluated internally and appropriate action will be taken We do regret that Ms [redacted] 's garbage disposal and sink are not eligible for coverageThe sink is not eligible for replacement pursuant to section of her Agreement which states, "We provide service for covered systems and/or appliances: are specified as "included" in the trade sectionIf a system or item is not specified as "included" then it is not eligible for service." We regret that sinks are not an item that are listed as eligible Similarly, the garbage disposal failure was not due to wear and tear, but rather requires replacement due to the sink falling on itAs Ms [redacted] referenced, section B-of her Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Additionally, section states coverage only applies to items which, "which do not operate correctly due to wear and tear." We apologize that we are not able to be of further assistance, as we have verified that Ms [redacted] 's claim is not eligibleWith this said, her service fee was waived at the time of the denial, since HBRWC does agree with Ms [redacted] 's claim should not have been placed when she called inAs such, Ms [redacted] did not come out of pocket for the service call from the independent service contractor that was dispatched Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off, you never dispatched an independent service contractorSaying you get points for not charging for this is therefore an absurditySecondly, we're arguing the language "wear and tear" AGAIN - which you people use as a term of art to mean "whatever we say it is." As I told your customer service people, the disposal was taken apart when the sink fell on it to make sure that it want damaged and my repairman found at that time that it was so used as to be in need of replacement - there was corrosion inside and some melted plastic from the heating up of the year old motorYour customer service supervisor told me you don't cover damage like that on disposals and I asked why not?! He said that doesn't happen normally and I asked how, on earth, would a disposal with a motor and water going through it for ten years show anything other than wear from corrosion and motor heat?! What other wear would there possibly be? And how would such wear possibly be deemed abnormal? Again, the sink cave on necessitated the taking apart of the disposal for the first time to check it - so this was just the first opportunity to find this wearYou're still using parlance and creative argument to get out of covering anythingThat's being a charlatan Final Business Response / [redacted] (4000, 13, 2015/10/16) */ The Office of the President at [redacted] is in receipt of the rebuttal submitted by Ms [redacted] We apologize that she is not satisfied with the coverage decisionHowever, as our previous responses indicated, her Service Agreement does not cover for a collapsed sink, nor does it cover for damage to the garbage disposal as the result of that sinkWe appreciate her understanding in this matter Sincerely, [redacted] Office of the President [redacted] Final Consumer Response / [redacted] (4200, 15, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There's nothing more to say - they just repeat the same thing which is "it's not covered"We're at an impasse
Complaint: [redacted] I am rejecting this response because: your company failed to provide me with a valid account that would allow me to check my policyMy account was corrupted by the private information belonging to other peopleI have evidence of this Sincerely, [redacted] ***
Revdex.com: The response received is partially correctI did speak with Mr [redacted] following his filing of this response to you and cleared up some confusion he had about my caseWe did orginally use [redacted] plumbing back in DecemberWhen he references December, this was our attempt to have the original situation resolved that [redacted] did not handleMy 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 issueBy 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-about the problem and dissatisfaction with [redacted] and that it had taken so long for us to get this issue resolvedFollowing 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 $deductible to rectify an issue that wasn't resolved initiallyThe hot water tank was collateral damage to a failed pressure regulator in our homeWe 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 reimbursedI am satisfied with this resolution [redacted]
Complaint: [redacted] We reject this response because:The response provided by 2-Home Warranty is inaccurate and misunderstood by their leadership The contractors (which they dispatched to complete the requested repairs) provided a difference response to the Customer Service Representatives At this time the [redacted] office for 2-Home Warranty has neglected to fully review how this complaint evolved The information in this response does not address or outline the true nature of the problem The 2-Home Warranty Company (once again) has failed to address the problem with their contractors, and the warranty company failed to provide sufficient resolution to our complaint At this time we continue to reject the response from 2-Home Warranty and demand they make us whole Sincerely, [redacted] and *** [redacted]
The Office of the President at Home Buyers Warranty Corporation VI ("HBW VI") is in receipt of the rebuttal submitted by [redacted] Our notes indicate on July 21, 2017, HBW VI was prepared to replace the outdoor condensing unit with a seer R410a condensing unitThe condensing unit would be compatible to the indoor air handler, but [redacted] accepted the cash buyout instead, which is a full and final settlement of the air conditioner [redacted] then canceled his Agreement which voids all activityIn September 2016, the independent contractor, [redacted] was authorized to supply and replace the indoor air handlerHBW VI depends on the independent contractors to give us the requirements that are needed to replace equipment To be clear, all of the contractors that are utilized by HBW VI are independently owned and operatedThey are all licensed and insured and not employees of HBW VIIf [redacted] feels that the independent contractor, [redacted] was negligent in installed an air handler without pulling a permit, he wants it removed and reimbursed, his dispute is with [redacted] and not HBW VIThis is one of the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured We regret that we cannot be of further assistance in this regardHBW VI has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the PresidentHome Buyers Warranty Corporation VI
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on October 18, 2016, [redacted] reported her heating system will not turn onUnfortunately we are not able to locate a network contractor who is able to service the propertyWe asked [redacted] if she could locate a contractorWhile HBRWC makes every attempt to have coverage for every trade in a region, sometimes this is not possiblePer the Agreement under the Terms & Conditions; C-“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 serviceYour service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements.” A representative has been assigned to this claimHe has called [redacted] and has left a voice messageHe has emailed the guidelines in using an out of network contractor [redacted] has the representatives direct contact information (phone and email) HBRWC would like to apologize for any inconvenience [redacted] has experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
This solution is unsatisfactory Paying multiple service fees to have the same part replaced within the same agreement period is unfair and should be refunded If the initial contractor put in a faulty part, regardless of the reason why it was faulty, the home owner should not share the cost to fix the mistake The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr*** Thank you for the opportunity to review further Mr [redacted] is correctHe paid service fees (one for each claim) when he should have paid only oneThe reason this occurred is in May 2016, this is when the air conditioner claim was set up and a service fee is automatically dueThis gas furnace claim was set up on November 14, At the time of the gas furnace dispatch, HBRWC had no way of knowing this was related to the May air conditioning claim and the contractor is instructed to collect the service feeWe do apologize to Mr [redacted] for thisThe second service fee has been reimbursedThe check will take approximately business daysIf Mr [redacted] does not receive the check within this time, we ask he call our accounting department at ###-###-#### We would like to thank Mr [redacted] for bringing this to our attention as we do take this matter seriouslyThis 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 [redacted] at 2- [redacted] (“***”) is in receipt of the inquiry submitted under case number [redacted] for [redacted] and [redacted] *** We have located the customers Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that our customers may have experienced during the claims handling process [redacted] strives to provide professional service and anything less is unacceptable We acknowledge the complaints made regarding the customer service that the customers received and we will have this addressed internally We would like to thank Mr [redacted] and Mr [redacted] for bringing their concerns to our attentionOur records indicate that on December 24, the independent contractor [redacted] reported that the control board to [redacted] oven was operational but that the display was not showing any information The model and serial numbers on the stove were not legible, and thus at the time it was not possible for the contractor to determine which part was needed Section E-of the Agreement does state that, “Covered Eligible Equipment no longer identifiable by model and serial number are limited to $per failure.” Later that day the customer provided the model and serial number to the unit This allowed [redacted] to locate parts and offer coverage for the repair We appreciate the customer providing this information to us so we could offer further assistance The contractor was authorized to make repairs and verified that the work was completed successfullyWe again apologize for any inconvenience that may have been experienced We appreciate Mr [redacted] and Mr [redacted] bringing their concerns to our attention as we do take these matters seriouslyWe look forward to serving any future warranty needs that they may haveSincerely, [redacted] Office of the [redacted] 2-Home Buyers Warranty [redacted] ***
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] Limited Home service Agreement [redacted] has an active warranty with 2-HBWHe has not informed us by phone that he does not want to be disturbed concerning his warranty needsAn email has been sent to warranty administrations to note his warranty that he is not to be disturbed 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 claimThank you for the opportunity to review and respond Our records indicate on June 7, 2016, [redacted] reported the air conditioning fan blows but the evaporator is not kicking onIndependent service contractor, USA Services Company (“USA”) was sent the dispatchThe soonest they could service was June 9, USA reported “on line” that the control board would need replacement and they placed the order with an eta of June 15, Referencing the Terms & Agreement B-“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 difficultiesHowever, USA did not make it back out to the home until June 20, to install the control boardOn June 21, [redacted] states the technician just left after replacing the control board even though this did not fix the issueA call was placed to USA and they requested a recall work order sent to them (this would delay the claim further)This was not satisfactory and the contractor was sent to our contractor relations department to investigate and address themA dispatch was sent to a different contractor but due to the high temps in the area, the contractor would not be able to service for or more days A representative of this department made contact with [redacted] , he was able to get his air conditioner repaired within a very short period of time using an out of network contractor On page of the Agreement under Who pays what? “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” Additionally, per Section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” We are understanding of [redacted] ’s situation and have agreed to reimburse him the cost he paid outside the warranty to fix his air conditioner [redacted] has been notified of thisThis matter has been resolved satisfactory with both parties HBRWC apologizes to [redacted] for any negative experience he has had concerning his hold time with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis 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 claimThank you for the opportunity to review and respond Our records indicate on July 22, 2016, [redacted] reported his circuit breaker is tripping on the air conditionerIndependent service contractor, [redacted] was dispatched but they were unresponsive after going to the homeDue to the high temps in the area, it was difficult to locate a contractor that could service in a timely manner [redacted] was dispatch, then there were several attempts to reach themWe were able to get there report on August 2, They reported “the TXV valve is not allowing the refrigerant to flowPossible improper install and burned from torchFront of coil is burnt from overheating when it was installed.” Then the contractor refused to do the work and states this is a year old system and is under manufactures warrantyMr [redacted] was offered an out of network contractor [redacted] There report shows the TXV is in the stuck positionHis contractors cost was higher than our in network contractors cost and he was reimbursed our costSince the contractors cost was reasonable and we requested to have Mr [redacted] get his own contractor, his contractors cost should have been paid in fullWe apologize to Mr [redacted] for this and will reimbursing him the balance of the invoice as well as reimbursement of his service feeA representative of this department has called him and left a voice message with his direct contract information HBRWC again apologizes to Mr [redacted] for the experience he has had concerning his customer service experience and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time and call back time in the call centerThe independent service contractors also experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and [redacted] service, leaving a positive experience to all our customersHis 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 (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 6, 2017, [redacted] reported her dishwasher is not turning onThe independent contractor, [redacted] was dispatched and found the main control board and interconnect board had shorted [redacted] was approved to replace the partsOn August 23, 2017, [redacted] called in to advise [redacted] has had the parts since August 14, and has refused to schedule for install [redacted] was contacted and he was to check into itOn August 25, 2017, [redacted] called in stating [redacted] is refusing to schedule an appointmentThe representative attempted to contact [redacted] but it went straight to voice mail [redacted] was sent to our contractor relations division to address the contractorThe independent contractor, [redacted] was dispatched and found a thermofuse had shorted out [redacted] was approved to replace the fuse Then on August 29, we were notified by [redacted] that her dishwasher is not working again [redacted] was sent a recall dispatchThere were numerous attempts to contact [redacted] for the newest diagnostics reportIt was not until September 14, 2017, when they reported the heat element is burnt out and the thermofuse is blownVery possible the heat element causing the fuse to blowThe parts were orderedThe contractor reported that now there are access issues with removing the dishwasher to make the repairsAfter receiving this information, to settle this claim, a representative offered [redacted] a cash buyout which she accepted We do apologize for any inconvenience and delays caused by the contractors assisting with [redacted] ’s service and her hold times in customer serviceWe will have [redacted] ’s concerns reviewed and addressed internally so we may make corrections and continue to improve our service [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 claimThank you for the opportunity to review and respond Our records indicate on July 5, 2016, [redacted] reported his air conditioner is making an unusual noiseIt is set at degrees but shows degrees Independent service contractor, River City Heating & Air was dispatched to the home and reported he added lbsof r-and confirmed proper operationsRiver City was called recalled back to the home because the issue was not resolvedOn the second visit, River City reported “the system Freon levels were okThe system is running extremely high head pressure due to the fins on the condenser coil have been bent over in large areas and it is starving the unit of air around the entire unitThe unit is not operating properly due to thisDue to the unit being starved for air this unit cannot run properly.” In the contractor’s professional opinion, this was not due to wear and tear but it was caused from something hitting the unitThe contractor sent in pictures of the damage and the fins are smashed in a large portion of the coil in several areasThe claim was determined not eligible for coverage Per the Terms and Conditions B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse” We do acknowledge and apologize that there was a delay in explaining his claim was not eligible for coverageThe contractor’s pictures had not been receivedThey were requested again, when they were received, it was determine that the damage was caused by an outside force [redacted] stated he was going to get an estimateA representative of this department has emailed [redacted] requesting his contractor’s diagnosis if the failure is not due to smashed finsDue to our delay in our explanation to him, we have also requested he send in his paid invoice for his portable air conditioner he purchased of $for reimbursement HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 31, 2017, [redacted] reported online, the air conditioner is not coolingThe independent contractor, [redacted] was dispatchedOn September 13, 2017, [redacted] reported the compressor ceased up and is no longer working [redacted] was authorized to replace the compressor but did not have all of the information available to place the orderAfter numerous attempts to [redacted] , the information was received and the compressor was ordered with an ETA of 10/2/At this time, we do not why it took [redacted] so long to schedule with [redacted] or get back with us with the additional informationThe contractor was sent to our contractor relations department to address the contractorThe representative from contractor relations made numerous attempts by phone and email to contact [redacted] but they were being non responsiveAnother independent contractor was located and reported the same failureThe contractor was authorized to replace the compressorA representative has been assigned to this case until completion 2-HBW apologizes for the unprofessionalism of the independent contractor, [redacted] We do understand how frustrating it can be without a working air conditionerAll of the contractors that are utilized by 2-HBW are independently owned and operated and not employees of 2-HBWA stern criteria of the independent contractors we utilize is to provide our customer’s fast, reliable, professional serviceWe had no control over [redacted] actions when they abandoned the claimThis is stated in the Agreement in the Terms & Conditions; B- “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.” We will do everything possible to expedite the repairIt is often a difficult decision to start the claim process over with a new contractor as this does create an extended delay versus staying with the contractor who already has the parts ready for install Again, 2-HBW apologizes to [redacted] , that she did not receive the quality of service that is expectedWe value [redacted] ’s 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 claimThank you for the opportunity to review and respond Our records indicate on July 5, 2016, [redacted] reported her air conditioner is not blowing cold air Independent service contractor, [redacted] was dispatched to the home and reported the system was lbslow on refrigerant, recharged and the replaced the capacitorA recall was set up for the contractor to go back to the homeThe contractor was several hours late for the appointmentMrs [redacted] requested another contractorIndependent contractor [redacted] was dispatched and found the a/c low on refrigerant and a failed contactorMrs [redacted] called in on July 20, to put in a complaint on [redacted] for putting her off for days and never in the officeAnother independent contractor [redacted] was dispatched and reported the evap coil is leaking, the service valves are leaking and the wiring is deteriorated inside the unit [redacted] declined the work due to they do not have a pricing agreement with HBRWC and they wanted to replace the entire system including the furnace without justificationThere is nothing wrong with the furnaceThere was a replacement buyout for the air conditioning replacement less the furnace calculated and offered to the [redacted] Mr [redacted] accepted the offer as a full and final settlementThe check was sent overnight HBRWC apologizes to [redacted] for the experience she has had concerning our customer service and the contractorsWhen there is a heat wave throughout the United States, this can create higher than calls and call backs in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our serviceWe appreciate [redacted] for bringing this to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closed as she has decided to cancel her warranty 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 Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) that went into effect November 16, and applicable claim Thank you for the opportunity to review and respond Our records indicate on November 19, 2016, Mrs [redacted] reported her water heater was leaking from the top and the bottomWater heaters have a minimum year manufacture warrantyThe representative did not realize that the water heater was probably still under manufactures warrantyThe buyout includes the cost of the water heaterMrs [redacted] Agreement does not include our Supreme Protection option which would pick up many of the out of pocket costsThe replacement buyout is calculated as follows: $- contractor installation labor $– gallon water heater ----------- $- $service fee = $replacement buyout As Mrs [redacted] stated, she accepted the replacement buyout and the buyout was processed on November 22, This is a full and final settlementOur accounting department received a cancellation letter form Mrs [redacted] on November 29, 2016, days after the Agreement effective dateMrs [redacted] paid $for the Agreement $ Agreement $-water heater replacement buyout ------------- $refunded to Mrs [redacted] The Agreement was cancelled as stated in section F of her Agreement, which states: “The Service Agreement may be cancelled within the first days for a full refund, less any claims paidAfter the first days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $processing fee”HBRWC did not take out the $processing fee or 10% premium chargeSection F clearly explains how the Agreement is cancelledWe regret that we cannot offer a full refund of her AgreementHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement HBRWC would like to apologize for the inconvenience Mrs [redacted] may have experienced toward the contractorAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCThe non-covered charges are paid directly to the independent contractorThese funds are kept by the contractor and not transferred to HBRWCThere is very little negotiation of the non-covered charges with HBRWC and the contractorDue to Mrs [redacted] dissatisfaction with the contractor, her complaint has been forwarded to our contractor relations department to address the contractor Sincerely, Office of the PresidentHome 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 meHome Warranty has decided to honor my warranty and replace my furnaceI would like to close my complaint with your organization Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I was lied to for almost an entire year before anyone advised me the issue was not coveredI still do not have confirmation that this is the issueThe guy I spoke to from the company Nelson thought it could be it but as far as im aware he is not a plumberI was lied to by several employees and plumbersThis is unacceptable business to meIf nothing else can be done please publish this review on the Revdex.com site 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 claimThank you for the opportunity to review and respond Our records indicate on June 15, 2016, [redacted] reported her central vacuum had no suctionThe independent service contractor, [redacted] was sent a dispatchOn July 6, 2016, [redacted] called and stated she was told she could use her own out of network contractorShe had her own contractor replace the motor and had sent in the invoiceThe representative explained that his was without our prior authorizationPer the Agreement on page “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” In addition, under the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” The claim was determined not eligible for coverage due to no prior approvalWe are understanding of the [redacted] situation as they misinterpreted the agreement and we did have notification of claim prior to repairs being doneAs a goodwill gesture, a supervisor has decided to settle with the [redacted] We request they wait approxbusiness days to receive the check HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 27, 2018, Mrs [redacted] reported her heat pump is not heatingThe independent contractor, [redacted] was dispatched and reported there was a leak in the evaporator coil located inside the indoor air handlerThis was sent to parts research to locate the evaporator coilSince the evaporator coil is located inside an air handler, it is Original Equipment Manufacturer (OEM) part This means that the identical evaporator coil has to be ordered, as a universal evaporator coil would not be compatibleThe supply research team found that the coil is on backorder at the factory with no current ETA Due to the backorder, we were looking at replacement of the air handlerThen we were notified by [redacted] that the coil was available but their supplier advised there was a - day delay2-HBW ordered the coil insteadWhen [redacted] received the coil, it was the wrong coilThis went back to parts research and they confirmed the evaporator coil is no longer availableThe only decision is to replace the air handlerSince the air handler is located in the attic, there are space restrictions for the new air handlerThere was a delay in locating an air handler that would fit in the attic but it was locatedThe air handler was ordered with an ETA of 3/23/The contractor was updated and a voice message left at the [redacted] residence with the status as well as some out of pocket costs that the Agreement does not coverMrs [redacted] ’s service fee has been reimbursed to assist her in these costsIt will take approximately to business days to receive the check There are some things that our out of our controlWe had no control over the back ordered delay of the OEM coil and to later find out it was no longer availableThis is explained in the Agreement in the Terms & Conditions, B-9; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” We acknowledge that there were opportunities to provide Mrs [redacted] with better communication and some of the delays that occurred were preventableWe will have this matter reviewed further internally so we may make corrections and continue to improve our serviceWe apologize to Mrs [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer service In Mrs [redacted] ’s desired settlement, she is requesting compensation for her electricity billExpenses such as this are not covered under the AgreementThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” With this said, we regret that we will not be offering any compensation toward her electricity bill as we are not liable for such expenses Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ 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 claimThank you for the opportunity to review and respond We apologize for any frustration or inconvenience that Ms [redacted] may have experienced during the claim handling processHBRWC strives to provide professional service and anything less is unacceptableWe will have the telephone call that Ms [redacted] described evaluated internally and appropriate action will be taken We do regret that Ms [redacted] 's garbage disposal and sink are not eligible for coverageThe sink is not eligible for replacement pursuant to section of her Agreement which states, "We provide service for covered systems and/or appliances: are specified as "included" in the trade sectionIf a system or item is not specified as "included" then it is not eligible for service." We regret that sinks are not an item that are listed as eligible Similarly, the garbage disposal failure was not due to wear and tear, but rather requires replacement due to the sink falling on itAs Ms [redacted] referenced, section B-of her Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Additionally, section states coverage only applies to items which, "which do not operate correctly due to wear and tear." We apologize that we are not able to be of further assistance, as we have verified that Ms [redacted] 's claim is not eligibleWith this said, her service fee was waived at the time of the denial, since HBRWC does agree with Ms [redacted] 's claim should not have been placed when she called inAs such, Ms [redacted] did not come out of pocket for the service call from the independent service contractor that was dispatched Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off, you never dispatched an independent service contractorSaying you get points for not charging for this is therefore an absurditySecondly, we're arguing the language "wear and tear" AGAIN - which you people use as a term of art to mean "whatever we say it is." As I told your customer service people, the disposal was taken apart when the sink fell on it to make sure that it want damaged and my repairman found at that time that it was so used as to be in need of replacement - there was corrosion inside and some melted plastic from the heating up of the year old motorYour customer service supervisor told me you don't cover damage like that on disposals and I asked why not?! He said that doesn't happen normally and I asked how, on earth, would a disposal with a motor and water going through it for ten years show anything other than wear from corrosion and motor heat?! What other wear would there possibly be? And how would such wear possibly be deemed abnormal? Again, the sink cave on necessitated the taking apart of the disposal for the first time to check it - so this was just the first opportunity to find this wearYou're still using parlance and creative argument to get out of covering anythingThat's being a charlatan Final Business Response / [redacted] (4000, 13, 2015/10/16) */ The Office of the President at [redacted] is in receipt of the rebuttal submitted by Ms [redacted] We apologize that she is not satisfied with the coverage decisionHowever, as our previous responses indicated, her Service Agreement does not cover for a collapsed sink, nor does it cover for damage to the garbage disposal as the result of that sinkWe appreciate her understanding in this matter Sincerely, [redacted] Office of the President [redacted] Final Consumer Response / [redacted] (4200, 15, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There's nothing more to say - they just repeat the same thing which is "it's not covered"We're at an impasse
Complaint: [redacted] I am rejecting this response because: your company failed to provide me with a valid account that would allow me to check my policyMy account was corrupted by the private information belonging to other peopleI have evidence of this Sincerely, [redacted] ***